XSellco Helpdesk is help desk software designed for e-commerce sellers that supports multichannel marketplaces. xSellco offers over 60 e-commerce integrations and centralizes customer support queries from webstores, marketplaces like Amazon, eBay, Walmart, Newegg and Allegro and social channels into one dashboard.
Product, order details, delivery information and previous communications are automatically attached to every incoming query. This solution also prioritizes users’ queries based on the message urgency.
With Support templates and SmartTags, users can use automatically suggested replies for common queries. XSellco Helpdesk also automatically translates the messages from customers into users' preferred language, enabling users to cater to multiple territories.
XSellco Helpdesk allows users to manage all of their customers through Twitter and Facebook integrations. Users can access the solution through dedicated Android or iOS mobile apps. It is available on a tiered monthly subscription.
Joe from Its Delish
Specialty: Food / Beverage
Employees number: 11-50 employees
Simplifies and organizes all incoming and outgoing emails and feedback, were talking about five+ selling channels.
All good. I would prefer if they also served as a listing tool and inventory management, once they already have so much info of our stored up.
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.
Gerson from TECRA TECHNOLOGIES
Multi platform, various providers. Easy to use.
I like the Fusion messaging that part of the software. It makes all of us more efficient and compiles everything in a way that is easy to manage. Not many competing help desk services do a good job of combining eBay and Amazon support into one inbox to create trackable tickets that can be handled by a team.
From time to time there are glitches with the repricing software, but it's few & far between. It might be an OS problem, maybe.
Dominic from Piranha Furniture
Allows us to efficiently manage customer messages from all our sales channels.
- One of the tightest integrations with Amazon and eBay we have come across.
- Out of office responses that actually work with Amazon.
- User friendly. Very quick and easy to setup.
- Clean interface that is relatively customisable.
- Good support for different languages.
- Good automation with templates and rules.
- Folders allow for the addition of custom ticket labels.
- Poor chat widget - we chose to use a different provider for this functionality which is a shame as it is not all under one hood.
- Average reporting features that do not allow for exclusion of spam from ticket volumes and lack granular control.
- Habit of truncating long message subjects (although I think this has been resolved now).
- Search feature lacks ability to search custom fields without careful selection of correct customer filter in advanced search.
Pellegrino from EEESHOP.NET SOCIETA' COOPERATIVA
lots of customization features, supports multiple accounts, multiple languages, all in one place. Supports multi-user and notes.
sometimes servers are offline, it could be faster. It needs to improve the ebay money back guarantee cases management.
Sam from ShoeStation Direct
The whole piece of software is intuitive and simplistic to use, we use it daily and could not do with it out now.
There are real massive problem we find at all, they also do listen and implement some ideas features that are sent to them aswell to improve the software.
Answering emails, integration with 3rd party software, feedback emails, auto translating customer emails
Answering emails from customers and assigning to different team members has become so easy. The templates feature is amazing
UI could be imporved and rules are not the easiest to understand but getting in touch with the help desk always fixes any issues
Emily from Purple Clay Brands
Employees number: 2-10 employees
Allowing our team to take weekends and holidays off
It enables our VAs to efficiently communicate with our customers. Our team is able to take time off knowing that we are still in compliance with Amazon response time to our customers. This feature alone has been a huge help for our team. We all need a break!
Software is great, no cons on our end. If there is 1 con it would be the price, so many expenses with our Amazon business and we often feel that vendors can charge us a lot, not truly understanding the costs of running this business.
rob from MSG Bike Gear Ltd
Employees number: 11-50 employees
Streamlined our customer service team role by providing the right information with the tools to action it.
It has taken all of our marketplace messages, from eBay to our website and combined them all into one easy to understand message inbox, it is ordered so your always replying to the most urgent messages first no matter which marketplace the message has come from, it also has a count down timer next to each message so you know how long each message has been waiting, particularly important when Amazon requires a reply in 24 hours.
One of the main advantages is that most if not all messages sent from a customer will import into one message thread, so if a customer is trying to play customer services off different representatives it is great for reading back through what has or hasn't been said, both by the customer and your own customer services. There are a number of other features such as auto reply's and folder sorting an flagging that we haven't used, but they seem like very useful features for some business.
One area that has helped greatly save time is the template feature that drags in customer information, allowing you to have a list of predetermined reply's but the emails are still personalised to the customer, with names, addresses, usernames etc all importable to a message.
Xsellco are always developing the platform and adding new features, live chat is something we plan to explore further in the future, all in all a great bit of software.
From a set up point of view, having to attach each market place individually for each country you sell in can be a long process, given the Amazon integration requires a little more work than the eBay sites also, that is more to do with Amazon and eBay, rather than Xsellco though.
Their is a lot too Xsellco also and option can be hidden in menus you'd not think to look in.
I think an ability to have a test environment within Xsellco would be beneficial for automated reply testing and generally helping you test templates etc.
The live chat does need fleshing out a bit, but as previously stated, they are updating all the time.
Overall not many negatives.
Menachem from Silver Spoon Unlimited
Employees number: 2-10 employees
Centralized customer communication
One platform to use for multiple eCommerce sales channels Customer Service email communications. With the ability to create email templates for all kinds of customer inquiries.
The need for better way to filter out multiple emails that are sent to multiple email address that are all linked to Xsellco.
Jon from Taunton Leisure Ltd
Employees number: 11-50 employees
Time saver, stream lining customer contact for all channels
Easy to use, reliable, connects with all the services we need, Magento, eBay, Amazon + social channels for customer direct messages. New staff are easy to train up.
Don't see much in the way of new features or developments but there's not much else missing. As you can't send third party links in eBay or Amazon messages it would be great to have this flagged before sending to stop warning messages from them. It's good to have chat as well but a way to show different button text depending on if agents are available or not would be good, other providers do this.
Stephen from Roney Innovations
Free time and peace of mind.
The value. By far this is the most valuable repricer for the money, especially when you combine it with the ease of use messaging system. The ease of setting the min and maxes via the bulk upload
Barry from Pharmaceutical
We love that it covers almost all situations from all marketplaces that we sell on. Internal notes and tagging are also key.
The speed. Xsellco is Slow and very laggy. If everything would load faster, we would be a lot happier and more productive.
Russell from Jadlam Racing Models
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.
Jack from Solomon Smart Limited
Easy to use and support many platforms like Ebay, amazon..... and also Channeladvisor that it the most important for me
Not really support Walmart as a whole like ebay and Amazon, only forward email but can not open the order via Channeladvisor.
Michaela from The Gift Oasis
Fusion - I love how easy it is to complete emails, how it groups all the history together and fills out all of the customer's information.
Repricer - this is great, simple to use and I love how I can make many decisions from the data Xsellco gives.
Bulk import/export - Such an easy section to use and saves so much time for bulk repricers!
I wish their was an "update" button when a repricer/static is set, rather than simply "refreshing" the page. This can sometimes glitch out and now save your static which is irratating.
Adam from Creoly
saves time and brings CS all under one roof.
The biggest pro is the fact that you can see the order details in the sidebar when dealing with tickets, this is the biggest win over other helpdesk software we demoed. Xsellco offer all the details that you need. The usability/UX design is really nice, and templates are super for saving time.
The organisation and filter options of the tickets, allowing the customer greater control. This could be greatly improved. The biggest improvement we would like to see is the ability to easiest group list the tickets by sales platform. We use to be able to do this in Zendesk and it was perfect.
Secondly the way tickets are auto assigned 'Type' from Amazon is set, and does not allow the customer to alter. A lot of tickets are assigned 'System Message' when they should not be.
There are quite a few other tweaks that would make it run smoother from a usability point of view.
Ryan from SCS International Inc.
Employees number: 2-10 employees
Amazon requires prompt response to customer inquiries, as does eBay. Customer questions, return requests, etc. all come into one easy inbox so it keeps the customers happy, and it keeps our selling channels happy with us.
Not many competing help desk services do a good job of combining eBay and Amazon support into one inbox to create trackable tickets that can be handled by a team.
It is pricy, especially when combined with other XSellco products. They all work very well, but the monthly or yearly costs really add up. At the end of the day, we continue using them so it must be worth it :)
Ability to use templates to save writing same responses to customers.
Functionality on iPhone app (although it's not wonderful, and it's hard to select response from drop-down menus on iPhone).
Would like more integration with Linnworks, and courier website to allow the tracking link to view more information rather than just taking us to a Google search for the tracking number (which doesn't do anything)
I like the Fusion messaging part of the software. It makes all of us more efficient and compiles everything in a way that is easy to manage.
The helpdesk that imports all of my customer service messages is amazing, streamlined, and easy. I love having the ability to create user logins for each of my customer service reps.
Sometimes there are glitches with the repricing software, but it's few & far between. More often than not, it does a fantastic job.
Ease of controlling the customer service part of the company from one program
This is a fairly easy to use program. You are able to link all your sales channels and social media accounts to the program to have your customer service in one place.
We have had some glitches with the auto responders but every time we have reached out to customer service they are eager to help