xSellco Helpdesk Software

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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

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.

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.

Okay

Pros

Easy to use and support many platforms like Ebay, amazon..... and also Channeladvisor that it the most important for me

Cons

Not really support Walmart as a whole like ebay and Amazon, only forward email but can not open the order via Channeladvisor.

Pros

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!

Cons

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.