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

Feature Set Ratings

  • HelpSpot ranks higher in 1 feature set: Multi-Channel Help
  • eDesk by xSellco ranks higher in 2 feature sets: Incident and problem management, Self Help Community

Incident and problem management

9.0

HelpSpot

90%
10.0

eDesk by xSellco

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

Organize and prioritize service tickets

9.0
90%
1 Rating
10.0
100%
1 Rating

Ticket creation and submission

9.0
90%
1 Rating
10.0
100%
1 Rating

Ticket response

9.0
90%
1 Rating
10.0
100%
1 Rating

Subscription-based notifications

N/A
0 Ratings
10.0
100%
1 Rating

ITSM collaboration and documentation

N/A
0 Ratings
10.0
100%
1 Rating

Self Help Community

9.0

HelpSpot

90%
10.0

eDesk by xSellco

100%
HelpSpot ranks higher in 1/2 features

Internal knowledge base

9.0
90%
1 Rating
N/A
0 Ratings

External knowledge base

N/A
0 Ratings
10.0
100%
1 Rating

Multi-Channel Help

9.0

HelpSpot

90%
8.5

eDesk by xSellco

85%
eDesk by xSellco ranks higher in 2/2 features

Email support

9.0
90%
1 Rating
10.0
100%
1 Rating

Social integration

N/A
0 Ratings
7.0
70%
1 Rating

Attribute Ratings

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

Likelihood to Recommend

9.0

HelpSpot

90%
3 Ratings
10.0

eDesk by xSellco

100%
1 Rating

Likelihood to Renew

2.3

HelpSpot

23%
2 Ratings

eDesk by xSellco

N/A
0 Ratings

Likelihood to Recommend

UserScape

HelpSpot is well suited for streamlining support ticketing within the organization. By providing a single point of contact to email for support, we were able to increase response time and case resolution by approximately 30% through the increased efficiency of ticket routing via workflows and the ability for IT support staff to grab tickets from the queue instead of having them pile up in a mailbox that contains other emails as well.
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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

UserScape

  • HelpSpot was great for organization. Having different queues allowed each of my team members to organize their conversations with the customer and quickly retrieve the history of the ticket.
  • HelpSpot is a fairly simple tool that has a friendly user interface. With it's more modern look, it made it easier for me personally to navigate and train team members on how to use it successfully.
  • HelpSpot allowed our team to view the responses section, which allowed our team to cut down on the time we spent responding to a ticket.
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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

UserScape

  • The UI is a little dated but to be fair, shows most of the pertinent information at a glance on a well designed dashboard.
  • The UI can also be buggy at times with controls appearing in strange places. These glitches are usually corrected within a reasonable amount of time.
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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

HelpSpot

Starting Price

$49 per month

Editions & Modules

HelpSpot editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    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.

    Likelihood to Renew

    UserScape

    My current job does not use this platform as it is not necessary for my job function.
    Read full review

    xSellco

    No answers on this topic

    Alternatives Considered

    UserScape

    HelpSpot appears to be more of an old-school product but much of the recent technology is running under the surface. It has much of the compexity and customization available with Jira in tandem with the easy communications interface, not unlike Zendesk ,and some of the potential archival intelligence (in the works) of Fogbugz
    Read full review

    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

    UserScape

    • Improved ticket response time
    • Workload reporting to upper management
    • Ticket category reporting to identify training opportunities
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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
    Read full review

    Screenshots

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