xSellco Helpdesk software


40 reviews(4.5/5)
40 reviews(4.5/5)

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.

Supported Operating System(s):
Web browser (OS agnostic)

40 Reviews of xSellco Helpdesk

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  • Jessica from TDF LLC

    Number of employees: 11-50 employees

    August 2018

    its ok....

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Xsellco helpdesk has always been quick to respond with any issues we have had w the repricer right away.

    Pros

    It works, they are there when you need help, usually fix whatever the issue is right away.

    Cons

    I really dislike we have to pay for help, we are already paying for a month for their services.
    customer service should be included.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    July 2018

    Not a good experience

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Has direct integration with eBay and other markets.
    Creating rules is easy.
    Design is okay. Good reports.

    Cons

    Search is BAD, you cannot properly search on this platform.
    We have bad experience with xsellco.
    Support is very slow if you have different timezone.
    Issues are being solved very slow.
    Error on their end happens all the time

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Janet from Bankers Life

    February 2018

    Made a huge positive difference to our business, wish I'd found it sooner

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Made order out of customer service chaos, allowed us to stay on top of customer issues, fully integrated with Amazon Seller Central,

    Cons

    Set up was challenging until we got their support team involved in helping us. I recommend reaching out for help right from the start

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Zachary from Flashback Limited

    Number of employees: 2-10 employees

    February 2018

    XSellco helps us manage all of our customer communications.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We are able to manage customer communication in a centralized fashion, allowing any staff members to view and track customer interactions.

    Pros

    I like that it provides a central way to manage customer communications, rather than having to deal with logging into multiple systems.

    Cons

    I dislike how this system works with e-bay. It's not good at bringing the correct things to our attention, without also bringing unnecessary things to our attention.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Andy from Venture Stream

    Number of employees: 11-50 employees

    February 2018

    Excellent for Ecommerce Retailers

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Integration with Ecommerce Software Populated canned responses to save time and increase personalisation experience Integration with live chat on website Single view of all customer support channels

    Pros

    If you're a Shopify or Magento merchant, this customer service software is a must. We used to have various plugins or systems that would pull in customer order data, or have to manually copy and paste the customer's email address into Shopify to search for their order details.

    Not with Xsellco! You get a unified view of a customer straight in your helpdesk inbox - and can see their order information, delivery information and product information at a glance. You can even have handy canned responses based on delivery data or product data.

    It's a huge time saver and very helpful for us - and at a fraction of the cost of a lot of other helpdesk systems.

    Cons

    Some of the interface needs work, but when you get used to that there are 0 issues in using the system.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: Xsellco, XSellco Software Limited

    February 2018

    Hi Andy, Thank you kindly for your review. It's great to hear you're finding our software useful for your business. Your feedback is very valuable to us, so we appreciate you taking your time to provide us with it. Feel free to reach out if you ever have any questions. Kind regards, Holly

  • Verified Reviewer

    February 2018

    Excellent customer support software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    February 2018

    Great experience

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I like that the interface is very easy to use. It helps me to seamless manage my customer service across all of the online marketplaces.

    Cons

    I do not like the fact that i cannot create new messages to customer directly through the online software portal.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: Xsellco, XSellco Software Limited

    February 2018

    Hi there, Thank you for your review! We always appreciate customer feedback. If you are trying to contact a customer through a marketplace such as eBay or Amazon, you need to go to the Orders tab in your xSellco dashboard > locate the order > Create new ticket. If you have any other questions, please feel free to reach out to us at support@xsellco.com

  • Jason from Tactical Sports Gear

    February 2018

    I really like the software. We have been using it for several months.

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    Keeps everything organized and in one spot for our company. It has been very helpful for staying connected to our customers.

    Cons

    I wish that the iPhone app was more functional.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Gerson from TECRA TECHNOLOGIES

    December 2017

    Does what I need it to do, and the price is acceptable

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Multi platform, various providers. Easy to use.

    Pros

    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.

    Cons

    From time to time there are glitches with the repricing software, but it's few & far between. It might be an OS problem, maybe.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: Xsellco, XSellco Software Limited

    February 2018

    Hi Gerson. Thanks for your review, we really appreciate the feedback. We're delighted to hear that you're happy with our software! If you have any questions in future, please feel free to reach out to our support team at support@xsellco.com. Kind regards, Holly

  • Dominic from Piranha Furniture

    December 2017

    We have been using XSellco's Helpdesk product for over a year and find it largely does all we need.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Allows us to efficiently manage customer messages from all our sales channels.

    Pros

    - 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.

    Cons

    - 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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Pellegrino from EEESHOP.NET SOCIETA' COOPERATIVA

    December 2017

    good experience, there is much to improve

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    lots of customization features, supports multiple accounts, multiple languages, all in one place. Supports multi-user and notes.

    Cons

    sometimes servers are offline, it could be faster. It needs to improve the ebay money back guarantee cases management.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Sam from ShoeStation Direct

    December 2017

    Life changing

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The whole piece of software is intuitive and simplistic to use, we use it daily and could not do with it out now.

    Cons

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    December 2017

    Sending customer emails was so hard before this

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Answering emails, integration with 3rd party software, feedback emails, auto translating customer emails

    Pros

    Answering emails from customers and assigning to different team members has become so easy. The templates feature is amazing

    Cons

    UI could be imporved and rules are not the easiest to understand but getting in touch with the help desk always fixes any issues

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Emily from Purple Clay Brands

    Number of employees: 2-10 employees

    December 2017

    xSellco has been an incredible communication tool for our business

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Allowing our team to take weekends and holidays off

    Pros

    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!

    Cons

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • rob from MSG Bike Gear Ltd

    Number of employees: 11-50 employees

    December 2017

    Has made our help desk much more streamlined.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Streamlined our customer service team role by providing the right information with the tools to action it.

    Pros

    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.

    Cons

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Menachem from Silver Spoon Unlimited

    Number of employees: 2-10 employees

    December 2017

    A great way to communicate with your customers across multiple eCommerce sales channels

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Centralized customer communication

    Pros

    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.

    Cons

    The need for better way to filter out multiple emails that are sent to multiple email address that are all linked to Xsellco.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jon from Taunton Leisure Ltd

    Number of employees: 11-50 employees

    December 2017

    Great if you need to manage a busy customer service inbox

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Time saver, stream lining customer contact for all channels

    Pros

    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.

    Cons

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Stephen from Roney Innovations

    December 2017

    Great Service with an above industry standard product

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Free time and peace of mind.

    Pros

    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Barry from Pharmaceutical

    December 2017

    This software is good but very slow. Does almost everything we want. Could have deeper integrations.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    We love that it covers almost all situations from all marketplaces that we sell on. Internal notes and tagging are also key.

    Cons

    The speed. Xsellco is Slow and very laggy. If everything would load faster, we would be a lot happier and more productive.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Russell from Jadlam Racing Models

    December 2017

    Great System - used for a couple years

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
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