eDesk vs. Zendesk Chat

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
eDesk
Score 10.0 out of 10
Small Businesses (1-50 employees)
eDesk is an eCommerce Help Desk purpose built for online sellers. eDesk integrates with marketplaces, channels, webstores and social channels and consolidates them into one shared dashboard. The solution provides tools and order data to help users to speedily turn around issues. eDesk allows users to respond to customer queries and meet their Service Level Agreements (SLAs) with Amazon and eBay. eDesk is designed to provide all the order, product, and delivery data within customer…
$0
per month
Zendesk Chat
Score 8.2 out of 10
N/A
Zendesk Chat (formerly Zopim) is a live chat tool developed by the Singaporean company also called Zopim, acquired by Zendesk in April 2014.
$11.20
per month
Pricing
eDeskZendesk Chat
Editions & Modules
Shopify Entrepreneurs - 300 Tickets
$39
per month 300 Tickets
eDesk Team
$69
per month per user
eDesk Professional
$109
per month per user
Shopify Entrepreneurs - 2,000 Tickets
$158
per month 2,000 Tickets
Lite
$0
per user
Basic
$14
per user
Advanced
$25
per user
Premium
$55
per user
Offerings
Pricing Offerings
eDeskZendesk Chat
Free Trial
YesYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional DetailsThese are yearly plans paid monthly for using eDesk. Month to month plans are availableThe pricing above is price per user per month. You will get a discount when you opt for annual payment.
More Pricing Information
Community Pulse
eDeskZendesk Chat
Top Pros
Top Cons
Features
eDeskZendesk Chat
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
eDesk
10.0
1 Ratings
24% above category average
Zendesk Chat
-
Ratings
Organize and prioritize service tickets10.01 Ratings00 Ratings
Subscription-based notifications10.01 Ratings00 Ratings
ITSM collaboration and documentation10.01 Ratings00 Ratings
Ticket creation and submission10.01 Ratings00 Ratings
Ticket response10.01 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
eDesk
10.0
1 Ratings
25% above category average
Zendesk Chat
-
Ratings
External knowledge base10.01 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
eDesk
8.5
1 Ratings
10% above category average
Zendesk Chat
-
Ratings
Social integration7.01 Ratings00 Ratings
Email support10.01 Ratings00 Ratings
Best Alternatives
eDeskZendesk Chat
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Gist
Gist
Score 9.6 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
eDeskZendesk Chat
Likelihood to Recommend
10.0
(1 ratings)
9.0
(18 ratings)
Likelihood to Renew
-
(0 ratings)
8.0
(1 ratings)
Support Rating
-
(0 ratings)
8.4
(3 ratings)
User Testimonials
eDeskZendesk Chat
Likelihood to Recommend
eDesk
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.
Read full review
Zendesk
Zendesk Chat is suited for all the support teams that provide real-time assistance. Like if someone wants to block the debit/credit card, it is a high-priority case that needs real-time assistance. Whereas issues like close my account, and invoice request doesn't need real-time assistance, where Zendesk tickets support will be perfect.
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Pros
eDesk
  • Easy to use for customers
  • Maintains marketplace standards for communication
  • Is the only platform that offers these services
  • Connects with Channel Advisor
Read full review
Zendesk
  • Extremely fluid chat interface allows for easy communication.
  • It can be used directly on a website page or as a widget.
  • Allows the end user to translate the chat into their own native language.
  • Notifies you with pending chats via on-screen notifications and sound effects.
Read full review
Cons
eDesk
  • 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.
Read full review
Zendesk
  • Linking with a telephone, so the agent is only working on 1 channel at a time
  • More simplified way to create and use templates
  • Link users who may have provided us a new/different email from what we have on file for them
Read full review
Likelihood to Renew
eDesk
No answers on this topic
Zendesk
Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.
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Support Rating
eDesk
No answers on this topic
Zendesk
Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.
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Alternatives Considered
eDesk
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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Zendesk
I prefer Zendesk Chat (formerly Zopim) over Talkdesk, as it provides customers with written proof of their conversation and customers are able to rate the conversation once it is done. Also, it's easier to find a previous conversation in Zendesk Chat (formerly Zopim) than in Talkdesk.
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Return on Investment
eDesk
  • 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
Zendesk
  • Positive impact - Compared to our old system, this newly updated system provides features and functionality that has increased our agent productivity and provided customer insight like we've never had before. This has resulted in fewer hold times and higher customer satisfaction.
  • Negative impact - Our reporting team still struggles with obtaining the right information from time to time with the chats. This leads to loss of productivity and more resources dedicated to reporting.
  • Positive impact - Due to Zopim's embed, we are able to more successfully place them on the appropriate self-service portals and pages, reaching a larger audience, and being more readily available to answer our client's questions. This has resulted in an increase in our self-service portal usage, driving down the phone and email support channels, which in turn reduces support costs.
Read full review
ScreenShots

eDesk Screenshots

Screenshot of Multichannel messages are kept in one placeScreenshot of Customer support is faster with AI automationScreenshot of Live Chat to turn online browsers into buyersScreenshot of Key support metrics and trendsScreenshot of A 360° view of buyers to personalize customer serviceScreenshot of

Zendesk Chat Screenshots

Screenshot of How Zopim Chat Widget looks on the website.Screenshot of This is how the chat window looks like to your visitorsScreenshot of This is a screenshot of the visitor list.Screenshot of