eDesk

RATING:

4.4

(71)

About eDesk

eDesk is an essential tool for ecommerce businesses looking to provide exceptional customer service across all their sales channels. With its advanced AI-powered automation tools, eDesk simplifies customer support processes and generates insightful reports for eCommerce professionals. This enables users to efficiently manage customer queries and dedicate more time to driving sales growth. By utilizing eDesk, online retailers can focus on enhancing their customers' shopping experience, ultimately boosting their sales and revenue. 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 suppo...

eDesk Pricing

Choose the plan that scales with your stage of growth: Whether you are just starting out or have large customer service teams, we have pricing to suit your individual needs. Ticket based pricing User based pricing

Free trial: 

Available

Free version: 

Available

Easily meet SLAs and deliver extraordinary customer support for all your channels from within one intuitive dashboard, built for team collaboration.

eDesk Reviews

Overall Rating

4.4

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4

Functionality

4

Most Helpful Reviews for eDesk

1 - 5 of 71 Reviews

Anonymous

11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed February 2022

Great chat support

PROS

Clean easy to use User Interface, snap shot view, grouping priority messages based on smart AI messaging.

CONS

Nothing to mention at present everything works as it should do.

Reasons for switching to eDesk

Unreliable software, limited ability to provide better customer service, missing messages.

Jerry

Retail, 2-10 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by the software vendor to submit an honest review.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed August 2023

Easy to use, effective, effecient

Utilize for all customer support uses. Saves time and allows for small support team.

PROS

Best help desk software out there. Excellent automation, easy to set up, good reporting, able to integrate to all channels, multi-language support,

CONS

Nothings comes to mind as eDesk solves all our needs

Reason for choosing eDesk

Considered eDesk the best all in one solution

Reasons for switching to eDesk

Better product, easier to use, ability to integrate to all channels natively vs needing assorted plugins which did not work for us

Jake

Retail, 2-10 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

2

EASE OF USE

3

VALUE FOR MONEY

2

CUSTOMER SUPPORT

1

FUNCTIONALITY

5

Reviewed February 2024

Great Product, but Shady Company

We've used the product since it was called Reply Manager, which was so fairly priced and worked well for our needs. Then it was acquired by XSellco, and it all went downhill. Year after year they increased prices, adding features that small-medium sized businesses may not necessarily need but were forced to adopt. Now as eDesk they again promised certain pricing for us (as a customer for almost a decade, maybe more), and they keep raising the price. No complaints on the product side, it is very robust. But as a company, I am thoroughly upset at their mistreatment and false promises constantly made to us, and would recommend any company trying to keep their support/helpdesk costs under control to stay away and explore other alternatives first. You never know what you'll be forced to pay within the next year...

PROS

Feature-rich, integrations with marketplaces

CONS

-Make fake promises -Do not honor their pricing commitments -Will raise prices on you again and again -No regard for customer loyalty

Vendor Response

Hi Jake, It's important to highlight the extensive efforts we've invested in enhancing our product. Over recent years, we've introduced hundreds of new marketplace integrations, significantly improved user interfaces, and advanced AI automation capabilities. This ongoing development reflects our commitment to delivering a product that not only meets but exceeds contemporary standards. Our focus has been on increasing the value of our product substantially while managing to keep our core prices competitive and below the rate of inflation. We believe in offering cutting-edge features and a superior user experience at a reasonable cost. If you would like to let me know your email address I can take a look at your account and see where savings could be made. Our account managemnet team has been in over drive communicating, before during and after any price adjustments so please do reach out to them if you have not done so already.

Replied February 2024

Andrew

Textiles, 11-50 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed December 2021

Has saved us time and money

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.

Reason for choosing eDesk

Quicker sending and receiving messages. Less glitches.

Norbert

Printing, 2-10 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by the software vendor to submit an honest review.

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

3

CUSTOMER SUPPORT

3

FUNCTIONALITY

3

Reviewed August 2023

eDesk review

I was a bit disappointed that my latest inquiry about a new feature went unanswered. This lack of response impacted my overall experience with the platform.

PROS

I’ve been using eDesk as a support ticket management platform for Etsy, eBay, Amazon, and Shopify. Overall, I find it to be an average solution.

CONS

The platform is slightly expensive but offers decent features for managing multiple channels.

Reason for choosing eDesk

We are considering switching.