What users are saying about
5 Ratings
5 Ratings
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Score 9 out of 100
3 Ratings
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Score 10 out of 100

Likelihood to Recommend

Helpshift

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.
Anonymous | TrustRadius Reviewer

eDesk by 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.
Erika Snow | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Helpshift
9.6
eDesk by xSellco
10.0
Organize and prioritize service tickets
Helpshift
9.2
eDesk by xSellco
10.0
Expert directory
Helpshift
8.4
eDesk by xSellco
Subscription-based notifications
Helpshift
10.0
eDesk by xSellco
10.0
ITSM collaboration and documentation
Helpshift
10.0
eDesk by xSellco
10.0
Ticket creation and submission
Helpshift
10.0
eDesk by xSellco
10.0
Ticket response
Helpshift
10.0
eDesk by xSellco
10.0

Self Help Community

Helpshift
8.7
eDesk by xSellco
10.0
External knowledge base
Helpshift
8.4
eDesk by xSellco
10.0
Internal knowledge base
Helpshift
9.0
eDesk by xSellco

Multi-Channel Help

Helpshift
9.7
eDesk by xSellco
8.5
Customer portal
Helpshift
10.0
eDesk by xSellco
Email support
Helpshift
9.2
eDesk by xSellco
10.0
Help Desk CRM integration
Helpshift
10.0
eDesk by xSellco
Social integration
Helpshift
eDesk by xSellco
7.0

Pros

Helpshift

  • 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.
Angel Brockbank | TrustRadius Reviewer

eDesk by xSellco

  • Easy to use for customers
  • Maintains marketplace standards for communication
  • Is the only platform that offers these services
  • Connects with Channel Advisor
Erika Snow | TrustRadius Reviewer

Cons

Helpshift

  • 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.
Anonymous | TrustRadius Reviewer

eDesk by 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.
Erika Snow | TrustRadius Reviewer

Usability

Helpshift

Helpshift 9.0
Based on 1 answer
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.
Angel Brockbank | TrustRadius Reviewer

eDesk by xSellco

No score
No answers yet
No answers on this topic

Support Rating

Helpshift

Helpshift 9.1
Based on 3 answers
The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
Anonymous | TrustRadius Reviewer

eDesk by xSellco

No score
No answers yet
No answers on this topic

Alternatives Considered

Helpshift

One of the previous systems we used was Zendesk and it really only housed emails like Microsoft Outlook would: not very organized, very clunky to use, with long loading times. The meta data that is recorded by Helpshift was another deciding factor for the stakeholders as that data is very useful when trying to fully diagnose a customer's problem.
Anonymous | TrustRadius Reviewer

eDesk by 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.
Erika Snow | TrustRadius Reviewer

Return on Investment

Helpshift

  • It's great to get a rough count of how players may feel about a specific event or release.
Anonymous | TrustRadius Reviewer

eDesk by 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
Erika Snow | TrustRadius Reviewer

Screenshots

Pricing Details

Helpshift

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Helpshift Editions & Modules

Edition
Starter$225.001
  1. Per Month
Additional Pricing Details

eDesk by xSellco

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

eDesk by xSellco Editions & Modules

Edition
eDesk Essential$851
eDesk Unlimited$1251
eDesk Unlimited +$1951
  1. per user
Additional Pricing 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.

Rating Summary

Likelihood to Recommend

Helpshift
9.0
eDesk by xSellco
10.0

Usability

Helpshift
9.0
eDesk by xSellco

Support Rating

Helpshift
9.1
eDesk by xSellco

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