What users are saying about
9 Ratings
9 Ratings
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Score 7.8 out of 100
2 Ratings
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Score 10 out of 100

Feature Set Ratings

  • eDesk by xSellco ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

6.4

Helpshift

64%
10.0

eDesk by xSellco

100%
eDesk by xSellco ranks higher in 5/6 features

Organize and prioritize service tickets

5.5
55%
4 Ratings
10.0
100%
1 Rating

Expert directory

3.7
37%
4 Ratings
N/A
0 Ratings

Subscription-based notifications

6.4
64%
3 Ratings
10.0
100%
1 Rating

ITSM collaboration and documentation

4.6
46%
3 Ratings
10.0
100%
1 Rating

Ticket creation and submission

9.1
91%
3 Ratings
10.0
100%
1 Rating

Ticket response

9.1
91%
4 Ratings
10.0
100%
1 Rating

Self Help Community

5.0

Helpshift

50%
10.0

eDesk by xSellco

100%
Helpshift ranks higher in 1/2 features

External knowledge base

1.0
10%
4 Ratings
10.0
100%
1 Rating

Internal knowledge base

9.1
91%
3 Ratings
N/A
0 Ratings

Multi-Channel Help

4.6

Helpshift

46%
8.5

eDesk by xSellco

85%
Helpshift ranks higher in 4/5 features

Customer portal

5.5
55%
3 Ratings
N/A
0 Ratings

IVR

2.7
27%
1 Rating
N/A
0 Ratings

Social integration

7.3
73%
1 Rating
7.0
70%
1 Rating

Email support

2.8
28%
4 Ratings
10.0
100%
1 Rating

Help Desk CRM integration

4.6
46%
2 Ratings
N/A
0 Ratings

Attribute Ratings

  • eDesk by xSellco is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.1

Helpshift

91%
4 Ratings
10.0

eDesk by xSellco

100%
1 Rating

Usability

9.0

Helpshift

90%
1 Rating

eDesk by xSellco

N/A
0 Ratings

Support Rating

9.1

Helpshift

91%
4 Ratings

eDesk by xSellco

N/A
0 Ratings

Likelihood to Recommend

Helpshift Inc.

If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.
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xSellco

Great for companies that sell on marketplaces and want to merge all of their communications. It saves our customer service agents tons of time, and it also connects easily with ChannelAdvisor. It would not be appropriate for a company that does not sell on marketplaces.
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Pros

Helpshift Inc.

  • Their customer support is very responsive. If they have any problems, they fix them quickly.
  • They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
  • It is very user-friendly and easy to manage. The analytics are pretty good as well.
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xSellco

  • Easy to use for customers
  • Maintains marketplace standards for communication
  • Is the only platform that offers these services
  • Connects with Channel Advisor
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Cons

Helpshift Inc.

  • While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
  • There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
  • The website dashboard that is used to respond to customers has trouble sometimes and is very slow.
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xSellco

  • I wish the filters displayed closer to the top of the inbox vs the bottom
  • The new and to-do tabs can be confusing at first
  • Agents must take ownership once in the message; it is not auto-assigned when you click into a message, so there is room for duplication.
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Pricing Details

Helpshift

Starting Price

$150 per month issue

Editions & Modules

Helpshift editions and modules pricing
EditionModules
Starter$150.001
EnterprisePlease contact Helpshift2
GrowthPlease contact Helpshift3

Footnotes

  1. per month Issue
  2. per month Issue
  3. per month Issue

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Flexible Consumption-Based Pricing for Your Changing Needs. Only pay for the number of issues created each month. An issue is a customer problem or inquiry that is directed to an agent or a bot. Customers with greater usage receive a reduced per issue price. All packages come with 1,000 issues per month to get you started.

eDesk by xSellco

Starting Price

$85 per user

Editions & Modules

eDesk by xSellco editions and modules pricing
EditionModules
eDesk Essential851
eDesk Unlimited1252
eDesk Unlimited +1953

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

These are the month-to-month prices for using eDesk. If you would like to pay annually instead there is a discount on the total price. Each plan offers a variety of different features to suit any online seller.

Usability

Helpshift Inc.

Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.
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xSellco

No answers on this topic

Support Rating

Helpshift Inc.

The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
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xSellco

No answers on this topic

Alternatives Considered

Helpshift Inc.

Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times.
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xSellco

They were not even close to offering what xSellco has and the ease of using the platform. eDesk by xSellco is a great price point, is very easy to use, and it also integrates with ChannelAdvisor and Big Commerce, which was a determining factor for us. It also is an Amazon partner and ensures that they are adhering to all of the strict communication rules Amazon has.
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Return on Investment

Helpshift Inc.

  • The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
  • The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.
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xSellco

  • Saves agents lots of time
  • Creates better communication with customer with less time in between messages
  • Helps us provide great customer service
  • Has helped us meet marketplace communication standards and receive more feedback/reviews
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Screenshots

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