eDesk

Perfect tool for e-commerce ticket management

Avantages :

Relativement facile à prendre en main, ce logiciel est un must-have pour répondre aux demandes des clients de toute activité e-commerce ! Je m'en sers tous les jours.

Inconvénients :

Il y a toutefois quelques petites améliorations à apporter, dont j'ai déjà fait part à eDesk

Great System - used for a couple years

Avantages :

Multi Channel functionality and to be onboard with a growing company who are actively investing and improving the platform on a noticeable timescale... When we first started using the platform we thought it was great value and did a good job, although there were a few naff bits. However through feedback and their own growth the platform has grown to match all and now offer more features than the more renowned systems.

Easy to use, effective, effecient

Commentaires : Utilize for all customer support uses. Saves time and allows for small support team.

Avantages :

Best help desk software out there. Excellent automation, easy to set up, good reporting, able to integrate to all channels, multi-language support,

Inconvénients :

Nothings comes to mind as eDesk solves all our needs

Great Product, but Shady Company

Commentaires : We've used the product since it was called Reply Manager, which was so fairly priced and worked well for our needs. Then it was acquired by XSellco, and it all went downhill. Year after year they increased prices, adding features that small-medium sized businesses may not necessarily need but were forced to adopt. Now as eDesk they again promised certain pricing for us (as a customer for almost a decade, maybe more), and they keep raising the price. No complaints on the product side, it is very robust. But as a company, I am thoroughly upset at their mistreatment and false promises constantly made to us, and would recommend any company trying to keep their support/helpdesk costs under control to stay away and explore other alternatives first. You never know what you'll be forced to pay within the next year...

Avantages :

Feature-rich, integrations with marketplaces

Inconvénients :

-Make fake promises -Do not honor their pricing commitments -Will raise prices on you again and again -No regard for customer loyalty

Great chat support

Avantages :

Clean easy to use User Interface, snap shot view, grouping priority messages based on smart AI messaging.

Inconvénients :

Nothing to mention at present everything works as it should do.

Has saved us time and money

Avantages :

Brings all customer queries from all platforms into a single mailbox. Templates are great and the system has saved us so much time. When I had a problem with messages not sending I contacted the chat and spoke to Aine whom was very helpful.

Inconvénients :

There was an update and now the AI suggestions are difficult to select. You have to hover and try and select the response which can be tricky. In the past before the update you could click on the option easier.

eDesk Review: Poor Communication and Overbilling Issues

Commentaires : As the CEO of a small business, I regretfully have to advise others to steer clear of eDesk based on our experiences.Multiple Plans Added to Cart:The very first problem arose during the checkout process. We had initially placed the Professional plan into our cart but reconsidered and chose the Performance+ plan the following day. However, the checkout process didn't give us a chance to review our cart, and we were unknowingly billed for both plans.Customer Service's Misstep:During the setup, we sought assistance through eDesk’s customer support feature. The customer service representative informed us that we were running two plans simultaneously and offered to remove one. Assuming it was a system glitch possibly related to a trial we used previously, we agreed. To our surprise, they removed the less expensive Performance+ plan that we had intended to use.Misleading Ticket Counts:Adding to the confusion, eDesk claimed that we had 130 support tickets when we actually had no more than 5. They used this claim to justify not allowing us to switch to the more suitable Performance+ plan. After a strenuous review of the Json file ourselves, it became clear that their ticket count included emails processed even before we had an eDesk account.Lack of Accountability:When we confronted eDesk's Customer Success Manager, about these egregious errors, they stated that they had no understanding of how their own billing or ticket system works or ticket system works.

Avantages :

It centralized our messages and the AI feature, although extremely limited by comparison to most other program's, did organize our inbox somewhat automatically.

Inconvénients :

Glitchy check out, I was shopping their website one day, and decided to come back to it the next day. I did not realize I had their more expensive program in our "cart" as I was now on a new tab. When I went to check out the program most fitting for us, it checked out both services which we didn't know until several days laater.

Great Experience

Avantages :

Customer service experience, I recommend [sensitive content hidden] she went out of her way to assist us with a query and if very professional and polite

Inconvénients :

Nothing it is really easy to use, have used for several years

Nice solution for Customer Service

Avantages :

. Without doubt, the biggest plus is the connection to all marketplaces. No need to go to every marketplace to answer every customer, everything is synchronized in the eDesk inbox. . Another plus is the immediate availability of all customer information, including order and tracking numbers. If a customer has sent us a message directly, without going through the marketplace, we can also easily link it to their order. . Last but not least, snippets and templates. You can prepare full responses or partial responses, and use them very easily to reply to customers.

Inconvénients :

One of the key features highlighted by eDesk is its artificial intelligence. We'd have dreamt of a solution that could scan all past exchanges with customers and produce appropriate responses. But very objectively, there's nothing behind it, it's a feature that we never use at all. The number of cases for which it is possible to use their tool is very limited, and a response based on a template is generally much more effective.

eDesk review

Commentaires : I was a bit disappointed that my latest inquiry about a new feature went unanswered. This lack of response impacted my overall experience with the platform.

Avantages :

I’ve been using eDesk as a support ticket management platform for Etsy, eBay, Amazon, and Shopify. Overall, I find it to be an average solution.

Inconvénients :

The platform is slightly expensive but offers decent features for managing multiple channels.

Made a huge positive difference to our business, wish I'd found it sooner

Avantages :

Made order out of customer service chaos, allowed us to stay on top of customer issues, fully integrated with Amazon Seller Central,

Inconvénients :

Set up was challenging until we got their support team involved in helping us. I recommend reaching out for help right from the start

Honestly, eDesk just works

Avantages :

Don't miss a customer inquiry ever again. eDesk has helped me keep tabs on customer correspondence and has put our team into the category of companies that take care of their customers.

Inconvénients :

I don't know if I have found it yet, but we need some automatic programming tools.Preset programs that will sort customer emails based on eDesk users already use.

Great customer support solution for eCommerce

Commentaires : Excellent solution for customer support for eCommerce business

Avantages :

Excellent eCommerce connectionsWorks with all channels in all countries etc Ability to pull all information in one place

Inconvénients :

Some features now cost extra May be too complicated for smaller users

Excellent Product, Highly Recommended

Avantages :

Lots of helpful features and it's very straightforward to use.

Inconvénients :

Their pricing could be more competitive.

Excellent all in one CRM solution

Avantages :

Large number of integrationsFlexible settings Good automation options

Inconvénients :

Pricing structure can be confusing/expensive for small teams Some previously included features are now extras to pay

edesk as an important part of our business management

Commentaires : we have been using this portal as an integral part of our jobs and have allow us to handle customer messaging in a easy way

Avantages :

easy axes to emails and ticket handling

Inconvénients :

customer service is hard to find and have easy resolutions

Has made our help desk much more streamlined.

Commentaires : Streamlined our customer service team role by providing the right information with the tools to action it.

Avantages :

It has taken all of our marketplace messages, from eBay to our website and combined them all into one easy to understand message inbox, it is ordered so your always replying to the most urgent messages first no matter which marketplace the message has come from, it also has a count down timer next to each message so you know how long each message has been waiting, particularly important when Amazon requires a reply in 24 hours. One of the main advantages is that most if not all messages sent from a customer will import into one message thread, so if a customer is trying to play customer services off different representatives it is great for reading back through what has or hasn't been said, both by the customer and your own customer services. There are a number of other features such as auto reply's and folder sorting an flagging that we haven't used, but they seem like very useful features for some business. One area that has helped greatly save time is the template feature that drags in customer information, allowing you to have a list of predetermined reply's but the emails are still personalised to the customer, with names, addresses, usernames etc all importable to a message. Xsellco are always developing the platform and adding new features, live chat is something we plan to explore further in the future, all in all a great bit of software.

Inconvénients :

From a set up point of view, having to attach each market place individually for each country you sell in can be a long process, given the Amazon integration requires a little more work than the eBay sites also, that is more to do with Amazon and eBay, rather than Xsellco though. Their is a lot too Xsellco also and option can be hidden in menus you'd not think to look in. I think an ability to have a test environment within Xsellco would be beneficial for automated reply testing and generally helping you test templates etc. The live chat does need fleshing out a bit, but as previously stated, they are updating all the time. Overall not many negatives.

It used to be so good

Commentaires : Overall, we are disappointed with the product and the service.

Avantages :

When "eDesk" was "xsellco" it actually worked, so that was nice.

Inconvénients :

It doesn't work. You have to close out the software sometimes to get it to refresh. You will occasionally not be able to open attachments, use snippets, or copy/paste. You will check all folders to make sure there are no overdue messages and then come in the next day to several messages that spontaneously appeared overnight. The "To Do" folder will say one number but then there is not that number of messages in the folder, so the information it displays isn't correct. Every time we try to talk to customer service, they tell us how to sort the messages within the folder, which is not even the complaint we have (though the filters do reset every single time you leave the folder, so you have to re-organize all of your filters every time). Overall it is a terrible site that took away all of the functionality that it previously had. They claim that it is six times faster to answer emails, but it takes twice as long. It reformats your snippets in messages to add extra spaces that need to be taken out every time. It is all ridiculous, especially because it USED to work.

Live Webchat could be better, Sensitive Insights can be found in the Home tab.

Avantages :

Easy to use integrations, performance metrics and data are easy to access, constantly updated and informative for decision making and training. Using an inbox as a ticketing software is

Inconvénients :

The built in webchat is confusing for customers, it often is mistaken for an email contact form. The chat experience is restrictive and feels like instant email, can't tell if a customer is typing or if they have left the chat for good or not. The user permissions are helpful for structuring a department, but user performance data under Insights is still available to those without permissions in the home tab, which defeats the purpose of user permissions

All in one CRM Tool

Commentaires : overall experience is pretty decent

Avantages :

the email management is pretty good, trails are pretty much visible and is also cost-effective

Inconvénients :

database management is not that great, profile management need improvement

Great experience

Avantages :

I like that the interface is very easy to use. It helps me to seamless manage my customer service across all of the online marketplaces.

Inconvénients :

I do not like the fact that i cannot create new messages to customer directly through the online software portal.

E-desk Techincal Support

Commentaires : I have practically trained myself on how the application works, I went from reading the material to appliying it hands on with creating rules, setting tags, and assigning tickets automatically. It is very user friendly and the fact that we have technical support available during our work hours is excellent when reporting issues or asking for help, they are always ready and willing to assist.

Avantages :

The ability to create rules, also the ability to be able to have the tickets automitcally assigned, and the tags are excellet to have as well so we can sort out the workload and see where we need to have priority.

Inconvénients :

Would love to have the ability for e-desk to not assign tickets if the agents are not logged in. Since they belong to a rule the distribution continues to happen even when they are not here.

Easy to use software

Commentaires : Ease of controlling the customer service part of the company from one program

Avantages :

This is a fairly easy to use program. You are able to link all your sales channels and social media accounts to the program to have your customer service in one place.

Inconvénients :

We have had some glitches with the auto responders but every time we have reached out to customer service they are eager to help

XSellco Helpdesk

Avantages :

XSellco Helpdesk is the best Message compiler ever. Such a great product. And amazing price

Inconvénients :

I don't have any issues with XSellco Helpdesk.

Not a good experience

Avantages :

Has direct integration with eBay and other markets. Creating rules is easy. Design is okay. Good reports.

Inconvénients :

Search is BAD, you cannot properly search on this platform. We have bad experience with xsellco. Support is very slow if you have different timezone. Issues are being solved very slow. Error on their end happens all the time