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eDesk

eDesk

Overview

What is eDesk?

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…

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Recent Reviews

TrustRadius Insights

Customers who use this product have found it to be extremely helpful for their customer service needs. With easy access to customer …
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Pricing

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Shopify Entrepreneurs - 300 Tickets

$39

Cloud
per month 300 Tickets

eDesk Team

$69

Cloud
per month per user

eDesk Professional

$109

Cloud
per month per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.edesk.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Demos

eDesk by xSellco - Simplifying eCommerce Support - Demo Mondays #45

www.edesk.com
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Product Details

What is eDesk?

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 messages for quicker responses. Messages can be personalized with snippets and pre-built templates in two clicks.

eDesk is designed to make it easy for teams to spread the load equally, and assign specific product or order queries automatically to those best suited to solving certain issues.

eDesk Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: External knowledge base

Multi-Channel Help Features

  • Supported: Live help chat
  • Supported: Social integration
  • Supported: Email support

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

eDesk Video

eDesk Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web
Supported CountriesGlobal
Supported LanguagesEnglish, French, German, Spanish, Italian

eDesk Customer Size Distribution

Consumers10%
Small Businesses (1-50 employees)50%
Mid-Size Companies (51-500 employees)30%
Enterprises (more than 500 employees)10%
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Comparisons

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Reviews and Ratings

(3)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Customers who use this product have found it to be extremely helpful for their customer service needs. With easy access to customer contact information, users are able to quickly retrieve customer details and respond to queries in a timely manner. The platform also provides order information, allowing users to identify the specific product or service that the customer is contacting about. This ability to efficiently narrow down customer issues and provide timely resolutions has been highly valued by users.

Additionally, the platform allows for seamless communication within teams, as users are able to transfer or share customer queries with the relevant department for prompt handling. This feature has been particularly praised for its ability to streamline communication and keep everyone informed. The live chat function also enhances customer communication and management, enabling users to address any concerns or questions in real-time.

Another key use case of this product is its data reporting capabilities. Users have reported that the platform provides a comprehensive dashboard with detailed reports and results, saving them time when it comes to reporting on data. The integrated services also facilitate easy connection with customers across various marketplaces and websites, helping maintain good account health and deliver high-quality customer service.

Overall, this product has proven to be a valuable tool for managing customer queries, improving response time, and streamlining communication within teams. Its efficient features and reporting capabilities have made it an essential asset for businesses looking to enhance their customer service operations.

Valuable Integration with Marketplaces: Users have found the integration with marketplaces like eBay, Amazon, and Walmart to be a valuable feature. It allows them to easily manage and view customer reviews from multiple sites in one place.

Time-saving Access to Order Details: Users appreciate being able to access order details directly from the customer's ticket. This feature saves time and eliminates the need to navigate to different sites for relevant information.

Convenient Pricing and Discount Feature: Some users commend the platform's pricing and discount feature, stating that it is easily accessible. They no longer have to search for order sources or manually calculate the price paid by customers.

Merging Profiles Not Available: Some users have mentioned that they are disappointed with the lack of ability to merge similar profiles on eDesk, which can be a drawback for them.

No Noise/Indicator for Chat Responses: Several reviewers have pointed out that there is no noise or indicator when a chat response is received, leading to the need for constant checking of the tab. They suggest adding an alert sound or notification for new responses to improve efficiency.

Lack of Automation Features: Many users expressed dissatisfaction with the lack of automation features in eDesk and suggested that adding macros would be helpful. This limitation can impact productivity and increase manual workloads for agents.

Reviews

(1-1 of 1)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our customer service agents use it to easily connect with our customers and answer messages through all of the marketplaces (Amazon, Walmart, NewEgg, eBay, etc.) and on our website. It helps us maintain good account health on the marketplaces and provide a high level of customer service. We are also able to easily check customers' orders and also have team communication through the platform.
  • Easy to use for customers
  • Maintains marketplace standards for communication
  • Is the only platform that offers these services
  • Connects with Channel Advisor
  • 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.
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.
Incident and problem management (5)
100%
10.0
Organize and prioritize service tickets
100%
10.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (1)
100%
10.0
External knowledge base
100%
10.0
Multi-Channel Help (2)
85%
8.5
Social integration
70%
7.0
Email support
100%
10.0
  • 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
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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