xSellco Helpdesk Software


 

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.

 

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)

27 Reviews of xSellco Helpdesk

 

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Software Advice Reviews (2)
More Reviews (25)

Showing 1-2 of 2

Joe from Its Delish
Specialty: Food / Beverage
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Perfect.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Simplifies and organizes all incoming and outgoing emails and feedback, were talking about five+ selling channels.

Cons

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
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 1-20 of 25

rob from MSG Bike Gear Ltd
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Has made our help desk much more streamlined.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Support

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.

Review Source: Capterra
 

Menachem from Silver Spoon Unlimited
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2017

December 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Support

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.

Review Source: Capterra
 

Jon from Taunton Leisure Ltd
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Great if you need to manage a busy customer service inbox

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Support

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.

Review Source: Capterra
 

Stephen from Roney Innovations

December 2017

December 2017

Great Service with an above industry standard product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Support

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

Review Source: Capterra
 

Barry from Pharmaceutical

December 2017

December 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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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.

Review Source: Capterra
 

Russell from Jadlam Racing Models

December 2017

December 2017

Great System - used for a couple years

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Jack from Solomon Smart Limited

December 2017

December 2017

Okay

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

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.

Review Source: Capterra
 

Michaela from The Gift Oasis

December 2017

December 2017

Excellent, easy to use and function.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Support
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.

Review Source: Capterra
 

Adam from Creoly

November 2017

November 2017

Really useful tool, saves time and has nice UX. Has room for improvement

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

saves time and brings CS all under one roof.

Pros

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.

Cons

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.

Review Source: Capterra
 

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
Value
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
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Quality
Value for Money
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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
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Product Quality
Quality
Value for Money
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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
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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
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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
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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
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Quality
Value for Money
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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
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Value for Money
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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
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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
 
 
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