xSellco Helpdesk Software

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.

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.

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.

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.

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.

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

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.

Pros

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

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.

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.

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.