eDesk Reviews

Pros

Fusion messaging feature is something I really like. It brings everything together in a way that makes our team more efficient and combining eBay and Amazon support into one inbox makes tickets easier for everyone to track and handle.

Cons

Occasionally, the repricing software has some glitches although they are few and far between. It could possibly be related to the operating system.

Pros

Amazon and eBay integrations are among the strongest I've come across. Setup is quick, the interface is clean and reasonably customizable and I also appreciate the language support. Templates, rules, folders and automation make the workflow even more useful for me.

Cons

Chat widget is a weak point so we chose another provider for that functionality which is unfortunate since everything isn't managed in one place. Reporting is also fairly average, with limited filtering and no option to exclude spam from ticket volumes. Long message subjects have also been truncated in the past although I believe that issue has now been resolved. Searching custom fields can be difficult unless the correct customer filter is carefully selected in advanced search.

Pros

There are plenty of customization options, along with support for multiple accounts, languages, users and internal notes. Having everything available in one place makes managing my work much easier.

Cons

From time to time, the servers go offline and the system could be faster. Better management of eBay Money Back Guarantee cases would also be helpful.

Pros

Software is simple to use and because we rely on it every day, it has become an important part of our workflow.

Cons

There aren't really any major problems from my side. The team listens to feedback and has implemented some of the ideas and features users have suggested to improve the software.

Pros

Answering customer emails and assigning them to different team members is much easier now. The templates feature has also saved me a lot of time.

Cons

UI could use some improvement and the rules aren't always easy to understand. Fortunately, contacting the help desk usually resolves any issues I run into.

Pros

Our VAs can communicate with customers efficiently while our team takes time off without worrying about missing Amazon response-time requirements. That capability alone has made a big difference for us.

Cons

Overall, the software works great so we don't have many complaints. If I had to mention one drawback, it would be the price especially with all the other expenses involved in running an Amazon business.

Pros

Messages from eBay, our website and other marketplaces are combined into one organized inbox which helps me respond to the most urgent requests first. The countdown timer shows how long each message has been waiting which is especially useful when Amazon requires a response within 24 hours. Keeping customer conversations in a single thread also lets us review everything that has been said by both the customer and our team. Features such as auto-replies, folders and flags add more flexibility, while templates can automatically pull in customer details to keep responses personalized. The platform continues to add new features and live chat is something we plan to explore as well.

Cons

Setting up each marketplace individually for every country can take quite a while and the Amazon integration requires more work than the eBay sites. Some of that is related to Amazon and eBay rather than Xsellco though. There are also many options within Xsellco and some settings can be hidden in menus where you wouldn't expect to find them. A test environment would be useful for trying automated replies, templates and other changes before applying them to the live system. The live chat could also use some additional development although the platform continues to receive updates. Overall, there aren't many negatives.

Pros

Having one platform for customer service across multiple eCommerce sales channels is very useful for me. I can also create email templates for different types of customer inquiries which makes responding much more efficient.

Cons

A better way to filter out multiple emails sent to several addresses linked to Xsellco would be helpful.

Pros

It's easy to use, reliable and connects with all the services we need, including Magento, eBay, Amazon and social channels for direct customer messages. Training new staff is also simple for us.

Cons

New features and developments don't seem to appear very often although there isn't much else missing. Since third-party links can't be sent in eBay or Amazon messages, having a warning before sending one would be useful. The chat feature is also helpful but I'd like the option to display different button text depending on whether agents are available.

Pros

The value is what stands out most to me. It's easily the most worthwhile repricer for the price especially when combined with the convenient messaging system. Setting minimums and maximums through bulk uploads also saves me a lot of time.

Cons

Nothing comes to mind at the moment.