eDesk Reviews

Pros

The customer service experience has been excellent for me. One representative went out of her way to help with our query and was very professional and polite throughout.

Cons

I've used it for several years and honestly find it very easy to use so I don't have any major complaints.

Pros

A wide range of features and integrations with different marketplaces makes the platform useful for my workflow.

Cons

Company makes promises that it doesn't always keep. I've also experienced repeated price increases despite previous pricing commitments which makes me feel that customer loyalty isn't given enough consideration.

Pros

Centralizing our messages has been a big benefit and although the AI capabilities are quite limited compared with other programs, they still help organize our inbox to some extent.

Cons

The checkout process can be glitchy. I was shopping on the website one day and came back the next day without realizing that the more expensive program was still in my cart. When I checked out with the plan that suited us, both services were purchased and we didn't discover the issue until several days later.

Pros

I no longer have to worry as much about missing customer inquiries. The platform helps me keep track of customer correspondence and has helped our team provide a better level of service.

Cons

Haven't found it yet but I would really like to have more automatic programming tools. Preset programs that can sort customer emails based on rules users already have in place would be helpful.

Pros

The biggest advantage for me is the connection with multiple marketplaces. I don't have to visit each marketplace separately because everything is synchronized in one inbox. Having customer details order information and tracking numbers readily available is also very helpful. I can even link direct customer messages to their orders, while snippets and templates make it easy to prepare and reuse full or partial responses.

Cons

One of the main features highlighted by the platform is its artificial intelligence. I initially expected it to scan past customer conversations and generate appropriate responses which would have been great. In practice though, I haven't found much use for it. The number of situations where I can apply the AI tool is quite limited and template-based responses are usually more effective for me.

Pros

There are plenty of helpful features available and I find the software very easy to work with.

Cons

Pricing could be more competitive.

Pros

Strong automation, simple setup, useful reporting, integrations across multiple channels and multilingual support make this one of the better help desk options I've used.

Cons

Honestly can't think of anything because it meets all of our needs.

Pros

I've used it to manage support tickets across Etsy, eBay, Amazon and Shopify. For me, it provides an average overall experience.

Cons

The platform is a little expensive although it does provide a decent set of features for managing multiple channels.

Pros

Excellent eCommerce connections make it possible for me to work across different channels and countries while keeping customer information available in one place.

Cons

Some features now come with an additional cost and the platform may be more complicated than necessary for smaller users.

Pros

The large number of integrations, flexible settings and useful automation options give me plenty of ways to configure the platform around my needs.

Cons

Pricing structure can be confusing and expensive for small teams. Some features that were previously included are now available only as paid extras.

Pros

Relatively easy to get started with, this software has become a must-have for me when handling customer requests in eCommerce. I use it every day.

Cons

There are still a few small areas that could be improved and I've already shared my feedback with the team.

Pros

Easy access to emails and convenient ticket handling make my daily work much simpler.

Cons

Getting in touch with customer service can be difficult and finding quick resolutions isn't always easy.

Pros

Email management works well for me, with conversation trails that are easy to follow. The cost is also reasonable compared with other options I've used.

Cons

Database management could be better and I think the profile management features need some improvement.

Pros

The clean appearance is a nice touch and I especially like the dark theme feature.

Cons

It crashes from time to time and separate tickets don't always appear together which can make things harder to track.

Pros

Being able to connect different marketplaces is very useful, whether I need to add or remove a collaborator. I've also had a great experience with technical support and the assistance provided by Aine has been excellent.

Cons

AI system isn't very clear to me in terms of how it works or how it learns.

Pros

Navigating emails is easy and I can reach customer service without much effort. When I need help, the support team knows how to assist me.

Cons

I've had some issues with viewing my emails correctly which has been frustrating at times.

Pros

The graphical user interface is one of the things I appreciate most about the platform.

Cons

There should be more advanced rules available for configuration. Sometimes the rules also don't work as expected.

Pros

A polished, multi-channel and multi-user setup makes it flexible enough to scale with companies of different sizes.

Cons

Nothing much I dislike although I do think the pricing could be a little more competitive and affordable.

Pros

Setting up the platform and connecting all the marketplaces we use was surprisingly easy for me.

Cons

Search feature can be a little tricky. I have to make sure the filter is set to "All" before searching, otherwise I can't perform a complete search.

Pros

The clean, easy-to-use interface gives me a helpful snapshot view, while smart AI messaging makes it easier to group and prioritize important messages.

Cons

Nothing to mention at present, as everything works as it should.