xSellco Helpdesk Software


 

xSellco is a help desk built for e-commerce. With 60 e-commerce integrations, xSellco 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.

Users can respond to common customer queries using customizable message templates as well as use snippets to automate key details such as customer name, order details and delivery address.

xSellco Helpdesk also automatically translates messages from international customers into the user’s preferred language, enabling users to sell to multiple territories.

 

xSellco Helpdesk - Order details
 
  • xSellco Helpdesk - Order details
    Order details
  • xSellco Helpdesk - Query types
    Query types
  • xSellco Helpdesk - Reports
    Reports
Supported Operating System(s):
Web browser (OS agnostic)

17 Reviews of xSellco Helpdesk

 

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Software Advice Reviews (1)
More Reviews (16)

Showing 1-1 of 1

Henry from Vintage Rose
Specialty: Accounting

August 2016

August 2016

Perfect help desk tool for moving to multi channel selling

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

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.

Likes Least

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.

Recommendations

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.

 
 
 
Showing 1-16 of 16

Ryan from SCS International Inc.
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2017

November 2017

Does a great job of providing support for eBay and Amazon

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Pros

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

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 :)

Review Source: Capterra
 


November 2017

November 2017

Great customer support. great software, couldn't manage without it now

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

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).

Cons

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)

Review Source: Capterra
 


November 2017

November 2017

XSellco was an amazing find for us. It does everything we need to be organized and successful.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

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.

Review Source: Capterra
 


November 2017

November 2017

Does what I need it to do, and affordably.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

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.

Cons

Sometimes there are glitches with the repricing software, but it's few & far between. More often than not, it does a fantastic job.

Review Source: Capterra
 


November 2017

November 2017

Easy to use software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Ease of controlling the customer service part of the company from one program

Pros

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.

Cons

We have had some glitches with the auto responders but every time we have reached out to customer service they are eager to help

Review Source: Capterra
 

erdem from towelselections
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

I set-up a trial account to compare with other email solutions. Setup was very easy.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Easy to setup and user-friendly. Unlimited user accounts.

Cons

Helpdesk: It does not filter all system messages and junk. This is a problem since monthly plans are billed according to number of support tickets. This wouldn't be a problem if pricing is billed per user, like SalesForce.

Feedback: It does not filter out refunded orders. This is the most important feature for us. We send emails for product reviews. Our return rate is about 5%. We can not send product review emails for the returned orders.

It does not have global black list for Amazon customers who opted out from emails.

Order download speed is very slow. After 3 days, about 900 orders were downloaded. FeedbackFive downloaded 36,865 orders in 3 hours.

Repricer: We are a private brand. I don't actually need a repricer, but I need to find out piggyback sellers who list knock-offs on our product pages. Repricer doesn't have this feature, but if you can add asin tracking feature showing piggyback sellers, private brands would buy it.

Review Source: Capterra
 

Idan from Ohclock
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

A very positive one- The support team is top class, and functioinality of the feature is seamless

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

More feedbacks!

Pros

Its simplicity- sometimes too many options can miss the point, its easy to activate, and the rules are also simple to implement.

Cons

I would like to see in a more accurate way feedbacks that had been received directly from Feedback, its quite hard to understand what source generated the review.

Review Source: Capterra
 

Jordan from Vibe Kayaks
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

Useful but not the easiest to naviagte

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Messaging customers in an orderly fashion.

Pros

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.

Cons

It doesn't store conversation we started with customer if we went in through amazon to message customer directly.

Review Source: Capterra
 

Brian from Helidirect

July 2017

July 2017

I used Zendesk and Kayako beside your app. Your app work great compare to them.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Easier to manage Amazon and Ebay message/ticket from customer.

Pros

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.

Cons

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.

Review Source: Capterra
 

Ben from Funky Chalk Ltd
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

Fantastic UI clean and simple, data is easy to visualize from the dashboard!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Clean and simple user interface.
Visualisation of data is perfect for our user to take in.
Everything integrates into the same dashboard.

Cons

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.

Review Source: Capterra

  Response: XSellco, XSellco Software Limited

Date: July 2017

July 2017

 

Hi Ben,

I really appreciate your feedback! This is really interesting and something I'll definitely pass onto the team. The filtering function in the software is in fact quite granular, so this is definitely possible.

Could you send an email to our support team at support@xsellco.com and ask them to put you in touch with me? I'll be happy to go through this with you.

Kind regards
Lorna

 

Agnese from Lavinia Lingerie Inc.
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

good experience so far, good customer support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

More satisfied customers

Pros

It is easy to oversee multiple sales channels, keeps all the messages in one place and it definitely increases customer satisfaction.

Cons

having couple problems with Amazon channel , if the message is sent out directly from amazon then i would not update in Xsellco

Review Source: Capterra
 

Aric from BatteryClerk LLC

July 2017

July 2017

Great tool.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

I like the visibility into customer service activities. I like standardizing our messages. I like the automation.

Cons

Need better management and groupings of templates and better order integration. Better scheduling of follow up activities.

Review Source: Capterra

  Response: XSellco, XSellco Software Limited

Date: July 2017

July 2017

 

Hi Aric,

Thank you for your review! As we continue to grow, feedback from our customers is so valuable in making informed product decisions, so thank you for taking the time to share your experience with us.

Kind regards,
Lorna

 

Brittani from Healthy Human

July 2017

July 2017

Very useful for communicating with our customers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

The use of email templates for communicating with our customers. It makes answering common questions quick and painless.

Review Source: Capterra

  Response: XSellco, XSellco Software Limited

Date: July 2017

July 2017

 

Hi Brittani,

Thank you for such a great review! I am very glad that you are enjoying the software.

Best regards
Lorna

 

Azim from Cymax.com
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2017

July 2017

Good team, helpful on the implementation process

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

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.

Cons

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.

Review Source: Capterra

  Response: XSellco, XSellco Software Limited

Date: July 2017

July 2017

 

Hi Azim ,

Thank you for your review! Your feedback is so valuable to us in making informed product decisions and improvements. I am glad that you are enjoying the software and your feedback will be taken on board by the team.

Best regards
Lorna

 

Mark from GM Accessories

December 2015

December 2015

Best Amazon eBay messaging tool ever!

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Review Source: Capterra

  Response: XSellco, XSellco Software Limited

Date: December 2015

December 2015

 

Hi Mark, We are glad that you got full use out of your free 14 day trial and saw the value in using XSellco Fusion for GM Accessories going forward.

 

Ray from Ultimate Rugby

January 2015

January 2015

Cut my support time by half

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Review Source: Capterra