XSellco Fusion is help desk software for e-commerce sellers that supports multichannel marketplaces. It allows users to manage large volumes of customer support requests from their site alongside other online stores, such as Amazon, Shopify, Etsy, eBay and more.
Whenever users get queries from their customer, XSellco Fusion automatically attaches customer-related information to the ticket. This information can include product and order data, delivery information and recent messages. This solution also prioritizes users’ queries based on the message urgency.
With Support templates and SmartTags, users can reduce their response time by using automatically suggested replies for common queries. XSellco Fusion also automatically translates the messages from customers into users' preferred language, enabling users to cater multiple territories.
XSellco Fusion allows users to manage all of their customers through Twitter and Facebook integrations. Users can access the software through dedicated Android or iOS mobile apps. It is available on a tiered monthly subscription.
Henry from Vintage Rose
I love how the software feels like it is designed for me as an online seller and I don't need to adjust loads of settings to make it fit my business model lie some C-suite orientated help desk tools I've tried.
XSellco Fusion comes with a free trial. They had a great Onboarding team who helped us get set up immediately. We have had hardly no issues but when we have their support team have been very easy to reach out to. I've never had such a please dealing with Support before.
There is very little I dislike about XSellco Fusion but if I had to pick one thing it would be small. Integration with CRM and Marketing tools.
If you are a serious seller on Amazon or eBay and looking to built a true multi channel sales business you need a help desk like XSellco Fusion that is designed with you business needs in mind.
Jordan from Vibe Kayaks
Employees number: 11-50 employees
Messaging customers in an orderly fashion.
It makes it easy to track customers emails and know what is going on in every circumstance. The search tool to find warranty or damages is awesome.
It doesn't store conversation we started with customer if we went in through amazon to message customer directly.
Brian from Helidirect
Easier to manage Amazon and Ebay message/ticket from customer.
I has all the functions that we need for a helpdesk for Amazon/Ebay. All the detail and info about customers and their orders show in one screen/page/tab.
Sometime it hang or delay for few minutes when I send a reply to customer but now sure because my internet connection or your app or something else.
Ben from Funky Chalk Ltd
Employees number: 2-10 employees
Clean and simple user interface.
Visualisation of data is perfect for our user to take in.
Everything integrates into the same dashboard.
Filtering message by a channel is not possible or not obvious.
When hovering over the heart icon or the bell, there isn't anything to explain what this is. Iconography is great but only if the user is informed as to what it is. A heart icon to one person could be understood as something completely different to another person. Tooltips never hurt anyone.
Agnese from Lavinia Lingerie Inc.
Employees number: 2-10 employees
More satisfied customers
It is easy to oversee multiple sales channels, keeps all the messages in one place and it definitely increases customer satisfaction.
having couple problems with Amazon channel , if the message is sent out directly from amazon then i would not update in Xsellco
Aric from BatteryClerk LLC
I like the visibility into customer service activities. I like standardizing our messages. I like the automation.
Need better management and groupings of templates and better order integration. Better scheduling of follow up activities.
Brittani from Healthy Human
The use of email templates for communicating with our customers. It makes answering common questions quick and painless.
Azim from Cymax.com
Employees number: 51-200 employees
Ease of use. the implementation process was pretty quick and it was very easy to see the benefits of the platform within weeks of going live.
Not integrated with all MPL's - we're doing a gooed amount of business with MPL's you arent integrated with. Support isn't 24hrs, this is probably a big issue for N American customers.
Mark from GM Accessories
This is the best Amazon and eBay messaging tool ever! We absolutely love this. It has really helped with our customer service response times as well as helping to keep things from falling through the cracks. It brings all messages from both marketplaces into one easy to use and categorize workflow.
Ray from Ultimate Rugby
We've been struggling to handle customer enquiries as our business grew. Most were standard enough, but even a simple "has it shipped yet" often meant looking for the order, checking delivery dates, writing the response etc. So it takes about 5 - 10 minutes per query.
We like fusion because it presents the data we need to solve the problem lots of the time. So we choose from a standard template response with just one click.