eDesk

eDesk; the most scalable eCommerce customer support tool for

About eDesk

eDesk helps online retailers deliver seriously extraordinary customer service, everywhere they sell. Designed specifically for eCommerce professionals, eDesk’s AI-powered automation tools streamline customer support processes and reporting. This means users can respond quickly to customer queries and take time back to focus on selling more.

Through its App Store, eDesk offers more native integrations than any other customer support software. It seamlessly integrates with Amazon, as well as 75 other marketplaces, webstores, logistics tools and social networks. This means your support agents can access end-to-end order data with just one click.

eDesk is also the only customer support solution on the Amazon and Walmart developer councils.

To meet the needs of online sellers, eDesk has developed a whole suite of award-winning eCommerce tools. These include:
eDesk Smart Inbox which centralizes all your incoming messages and uses time-saving AI to automatically group queries, prioritize urgent messages and suggest responses.
Insights which automatically analyzes support tickets and feedback so brands can make informed business decisions.
Live Chat and Knowledge base which both enable customers to resolve their queries in real-time.
Feedback which automatically sends out targeted review requests to improve your seller ratings.

eDesk is trusted by thousands of customers worldwide. Each month, it powers over 14 million conversations, which generate billions of dollars of eCommerce transactions annually.

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to eDesk

Key benefits of eDesk

  • Incoming support tickets automatically organized, prioritized and assigned to the most experienced agents for a faster response
  • Native integrations with every major marketplace, webstore, and social media channels for a seamless connection experience
  • AI generated suggested responses to enable you to solve tickets in a single click
  • Marketplace SLA countdown so you never miss a deadline
  • Automated responses to cover when your support team aren't available
  • Customizable message templates to enable lighting fast responses
  • Track key metrics like response times and message volume to identify areas which may need improvement.
  • Unlimited tickets with every package
  • Automatically translate all incoming foreign language queries to help you expand globally
  • Knowledge base to empower your customers to solve their own queries
  • One-click invoice generation so you don't have to waste time creating them yourself
  • Creates rules to automatically route tickets to the best suited agent

  • Devices

    Business size

    S M L

    Markets

    Australia, Brazil, Canada, China, Germany, United Kingdom, Ireland, India, Japan, Mexico, United States

    Supported Languages

    English, French, German, Italian, Spanish

    Pricing starting from:

    N/A

    • Free Version
    • Free Trial
    • Subscription

    Top 5 alternatives to eDesk

    Images

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    Features

    Total features of eDesk: 31

    • API
    • Alerts / Escalation
    • Auto-Responders
    • Automated Routing
    • Call Center Management
    • Channel Management
    • Customer Database
    • Customizable Templates
    • Email Management
    • Email Templates
    • Feedback Management
    • Help Desk Management
    • Interaction Tracking
    • Knowledge Base Management
    • Live Chat
    • Macros/Templated Responses
    • Multi-Channel Communication
    • Multi-Channel Marketing
    • Performance Metrics
    • Queue Management
    • Real Time Reporting
    • Real-Time Chat
    • Reporting/Analytics
    • Self Service Portal
    • Service Level Agreement (SLA) Management
    • Social Media Integration
    • Support Ticket Management
    • Ticket Management
    • Visual Analytics
    • Workflow Configuration
    • Workflow Management

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    Reviews

    Overall rating

    4,5 /5
    (51)
    Value for Money
    4,2/5
    Features
    4,1/5
    Ease of Use
    4,3/5
    Customer Support
    4,4/5

    Already have eDesk?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 51
    Verified Reviewer
    Overall rating
    • Industry: Retail
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    Excellent customer support software

    Reviewed on 2018/02/07

    Pros

    Plugs and integrates into all the various channels we need to plug into and provides customer information and data within the help desk ticket. Being able to provide Multi-lingual support in our native language is a fantastic feature as is the ability to utilize response templates. Feedback mechanism works very well and easy to customize to our assorted needs.

    Cons

    Needs to offer an integrated and customizable knowledge base. Ticket numbers are difficult to find. In general, reporting is good but simplistic and needs to be enhanced.

    Andrew W.
    Overall rating
    • Industry: Textiles
    • Company size: 11-50 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Has saved us time and money

    Reviewed on 2021/12/06

    Pros

    Brings all customer queries from all platforms into a single mailbox. Templates are great and the system has saved us so much time. When I had a problem with messages not sending I contacted the chat and spoke to Aine whom was very helpful.

    Cons

    There was an update and now the AI suggestions are difficult to select. You have to hover and try and select the response which can be tricky. In the past before the update you could click on the option easier.

    Alternatives Considered

    Replyco

    Reasons for Switching to eDesk

    Quicker sending and receiving messages. Less glitches.
    Karan P.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 51-200 Employees
    • Used Weekly for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    Convenient platform for helpdesk management

    Reviewed on 2021/11/19

    Pros

    Easy to setup, sufficient text/video guides & webinars to help new users get started.
    App store integrations are simple and intuitive.
    Ticket management is hassle-free, entire team can access & engage our customer queries.

    Cons

    Slightly expensive compared to other tools in this space.
    Social media integration is not as effective as we had hoped for.
    Not an ideal fit for enterprise use-cases.

    Alternatives Considered

    CM.com and Freshsales

    Switched From

    Zendesk

    Response from xSellco

    Hi Karan,

    Thank you for this honest feedback. If there are any features you would like to see please leave them in the got an idea section of the app. Our product team pull from this pool every quarter to improve our product

    Reyna V.
    Overall rating
    • Industry: Automotive
    • Company size: 201-500 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    E-desk Techincal Support

    Reviewed on 2021/11/29

    I have practically trained myself on how the application works, I went from reading the material to...

    I have practically trained myself on how the application works, I went from reading the material to appliying it hands on with creating rules, setting tags, and assigning tickets automatically. It is very user friendly and the fact that we have technical support available during our work hours is excellent when reporting issues or asking for help, they are always ready and willing to assist.

    Pros

    The ability to create rules, also the ability to be able to have the tickets automitcally assigned, and the tags are excellet to have as well so we can sort out the workload and see where we need to have priority.

    Cons

    Would love to have the ability for e-desk to not assign tickets if the agents are not logged in. Since they belong to a rule the distribution continues to happen even when they are not here.

    Russell R.
    Overall rating
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    Great System - used for a couple years

    Reviewed on 2017/12/12

    Pros

    Multi Channel functionality and to be onboard with a growing company who are actively investing and improving the platform on a noticeable timescale... When we first started using the platform we thought it was great value and did a good job, although there were a few naff bits. However through feedback and their own growth the platform has grown to match all and now offer more features than the more renowned systems.

    Showing 5 reviews of 51 Read all reviews

    eDesk FAQs

    Below are some frequently asked questions for eDesk.

    eDesk offers the following pricing plans:

    • Starting from:
    • Pricing model: Subscription
    • Free Trial: Available

    Starting at: Team: $69 per user/month - unlimited tickets Professional: $89 per user/month - unlimited tickets Enterprise: $149 per user/month - unlimited tickets *annual pricing

    eDesk has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

    eDesk supports the following languages:

    English, French, German, Italian, Spanish

    eDesk supports the following devices:

    eDesk integrates with the following applications:

    Adobe Commerce, BigCommerce, Facebook for Business, Instagram, Linnworks, PrestaShop, Shopify, Twitter, WooCommerce

    eDesk offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat

    Related categories

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