15 ans à aider les entreprises françaises
à choisir le meilleur logiciel

Description de eDesk

xSellco Helpdesk est le seul service d'assistance spécialement conçu pour l'e-commerce. Centralisez toutes les demandes de vos clients et les détails des commandes depuis tous vos canaux de vente dans un seul tableau de bord connecté.

xSellco hiérarchise votre boîte de réception en fonction de l'urgence des messages, et relie toutes les informations relatives à vos ventes, vos envois et vos commandes afin que vous n'ayez jamais besoin de chercher des données client. Les suggestions de réponse et les traductions automatiques réduisent le temps de réponse, ce qui augmente la satisfaction de vos clients.

Version d'essai gratuite de 14 jours.

Qui utilise eDesk ?

Des start-up aux grandes entreprises, xSellco aide les commerces de détail en ligne de toutes tailles à simplifier le support client multicanal pour prendre plus rapidement en charge un plus grand nombre de clients.

eDesk Logiciel - 1
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eDesk Logiciel - 5

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Les jauges horizontales vertes représentent le logiciel le plus apprécié selon la note globale qui lui a été attribuée ainsi que le nombre d'avis.

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Avis sur eDesk

Note moyenne

Note globale
4,4
Facilité d'utilisation
4,4
Service client
4,4
Fonctionnalités
4,2
Rapport qualité-prix
4,1

Avis classés par taille de l'entreprise (nombre d'employés)

  • <50
  • 51-200
  • 201-1 000
  • >1 001

Trouver les avis classés par note

5
58%
4
30%
3
8%
2
3%
1
1%
Mathieu
President (France)
Logiciels, Auto-entrepreneur
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Perfect tool for e-commerce ticket management

5,0 il y a 8 mois

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

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Biens de consommation, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Great chat support

5,0 il y a 2 ans

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.

Jerry
Owner (É.-U.)
Vente au détail, 2–10 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Alternatives envisagées précédemment :

Easy to use, effective, effecient

5,0 il y a 8 mois

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

Frank
Frank
CEO (É.-U.)
Utilisateur LinkedIn vérifié
Vente au détail, 2–10 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis
Source : GetApp

Alternatives envisagées précédemment :

eDesk Review: Poor Communication and Overbilling Issues

1,0 il y a 7 mois

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.

Réponse de l'équipe de xSellco

il y a 7 mois

Dear Frank, We greatly appreciate you taking the time to provide feedback on your experience with eDesk. Your insights are invaluable to us, and we are committed to addressing any concerns you have raised. Regarding the points you've mentioned in your review: Plan Selection Clarification: We understand that there may have been some confusion during the plan selection process, and we'd like to provide further clarification. You initially trialed our user-based plan, and when you decided to make a purchase, our system retained your selection of the user-based plan with the optional AI add-on. Upon clicking "Pay with this card," which you registered with us, our system processed the purchase accordingly. It's important to note that customers who try our user-based plans do not have the option to switch to ticket-based plans on the subscription page. Therefore, the selection of both plans simultaneously would not have been possible. Customer Support Interaction: We apologize for any misunderstanding during your interaction with our customer support team. Providing clear and accurate assistance is a top priority for us, and we genuinely appreciate your feedback. We have conducted an internal review of your case and, aside from the need for improved communication clarity, we could not identify any other issues. We would like to express our gratitude for your initial response to our Chief Customer Officer. However, we have not received a response from you in the past few days, and we would like to continue our conversation. Your satisfaction is important to us, and we are here to assist you further. Best, Eamon

Andrew
Director (R.-U.)
Textile, 11–50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Has saved us time and money

5,0 il y a 2 ans

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.