eDesk

RATING:

4.4

(72)

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.
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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 72 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

Frank

Verified reviewer

Retail, 2-10 employees

Used daily for less than 6 months

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

OVERALL RATING:

1

EASE OF USE

1

VALUE FOR MONEY

1

CUSTOMER SUPPORT

1

FUNCTIONALITY

3

Reviewed September 2023

eDesk Review: Poor Communication and Overbilling Issues

As the CEO of a small business, I regretfully have to advise others to steer clear of eDesk based on our experiences.Multiple Plans Added to Cart:The very first problem arose during the checkout process. We had initially placed the Professional plan into our cart but reconsidered and chose the Performance+ plan the following day. However, the checkout process didn't give us a chance to review our cart, and we were unknowingly billed for both plans.Customer Service's Misstep:During the setup, we sought assistance through eDesk’s customer support feature. The customer service representative informed us that we were running two plans simultaneously and offered to remove one. Assuming it was a system glitch possibly related to a trial we used previously, we agreed. To our surprise, they removed the less expensive Performance+ plan that we had intended to use.Misleading Ticket Counts:Adding to the confusion, eDesk claimed that we had 130 support tickets when we actually had no more than 5. They used this claim to justify not allowing us to switch to the more suitable Performance+ plan. After a strenuous review of the Json file ourselves, it became clear that their ticket count included emails processed even before we had an eDesk account.Lack of Accountability:When we confronted eDesk's Customer Success Manager, about these egregious errors, they stated that they had no understanding of how their own billing or ticket system works or ticket system works.

PROS

It centralized our messages and the AI feature, although extremely limited by comparison to most other program's, did organize our inbox somewhat automatically.

CONS

Glitchy check out, I was shopping their website one day, and decided to come back to it the next day. I did not realize I had their more expensive program in our "cart" as I was now on a new tab. When I went to check out the program most fitting for us, it checked out both services which we didn't know until several days laater.

Vendor Response

Dear Frank, We greatly appreciate you taking the time to provide feedback on your experience with eDesk. Your insights are invaluable to us, and we are committed to addressing any concerns you have raised. Regarding the points you've mentioned in your review: Plan Selection Clarification: We understand that there may have been some confusion during the plan selection process, and we'd like to provide further clarification. You initially trialed our user-based plan, and when you decided to make a purchase, our system retained your selection of the user-based plan with the optional AI add-on. Upon clicking "Pay with this card," which you registered with us, our system processed the purchase accordingly. It's important to note that customers who try our user-based plans do not have the option to switch to ticket-based plans on the subscription page. Therefore, the selection of both plans simultaneously would not have been possible. Customer Support Interaction: We apologize for any misunderstanding during your interaction with our customer support team. Providing clear and accurate assistance is a top priority for us, and we genuinely appreciate your feedback. We have conducted an internal review of your case and, aside from the need for improved communication clarity, we could not identify any other issues. We would like to express our gratitude for your initial response to our Chief Customer Officer. However, we have not received a response from you in the past few days, and we would like to continue our conversation. Your satisfaction is important to us, and we are here to assist you further. Best, Eamon

Replied October 2023

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.