SOLUTIONS eDesk Repricer Feedback RESOURCES Blog Guides & Books Case studies xSellco presents Knowledgebase Webinars FREE Seller Tools XSELLCO Login eDesk Overview Features Connections Pricing Contact us Try it Free Provide five star support in a fraction of the time The world’s #1 eCommerce help desk. eDesk's integrations and AI powered features enable you to support faster and sell more. Get Started Today Join the 5000+ retailers who count on xSellco to supercharge their customer support CUSTOMER SERVICE SOFTWARE All your customer interactions, all in one place Providing support across multiple channels can be tedious. Hours are wasted each day hopping from tab to tab just to stay on top of pre-sale and post-sale issues. eDesk gathers customer interactions from your website, all your marketplaces and social channels into one place. They appear together in a simple dashboard that you can learn to use in a few minutes. ORDER DETAILS AND TICKETS TOGETHER Connected to the data you need to help you resolve the issues eDesk does more than just manage your tickets - it helps you solve them. Live connections to customer and order data from your webstore and from all marketplaces means your agents have real-time access to the product listing, shipping data, price and other information agents need. Instead of wasting time looking for information across multiple systems, they can set about solving the problem right away. AUTOMATED A.I. REPLIES Get the answer right first time with Artificial Intelligence and more eDesk’s A.I. does the heavy lifting for agents by suggesting multiple answers based on analysis of the message’s text and previous responses provided by teammates to similar issues. Rather than searching through data and typing responses, agents can verify the suggested response, edit it if necessary, and simply click send. If A.I. doesn’t have the answer, agents can cut response times by using stock answers, snippets, or template replies. SIMPLE AND EASY TO USE An intuitive conversational interface Messages from customers who have been in contact before are automatically joined to previous conversations, creating a single, easy-to-follow thread. Agents get the complete picture of the issue quickly. The simplicity of the interface belies the connectivity and computational power under the hood. Your team will be up and running in minutes. Get the most from your team Got experts in certain areas? Product specialists? Language specialists? Optimize your team's workflows by routing tickets to those best suited to answering them. Automatically assign tickets based on out-of-the-box conditions such as marketplace, language proficiency, and time-zone, or create your own rules for your specific needs. Tickets get solved quicker and customers are happier! A little help from a friend? Teammates often need to collaborate to solve complex issues. Need to add a private note for a colleague? No problem. Invite a friend to comment? Sure. Escalate a ticket to another department? Just @mention. Meet and beat marketplace SLAs, or set your own Keeping up with strict marketplace Service Level Agreements (SLA) is supremely important. Missing these can affect how well your products are listed, hurting sales or worse still can result in your account being suspended altogether. eDesk measures and constantly updates the status of each issue relative to the appropriate SLA, ensuring your team doesn’t fall behind and your ratings remain high. Using automated out-of-office auto responders can also be helpful to reset marketplace service level agreements. Turn Pre-Sale queries into confirmed orders When a customer asks "Does this come in blue?" or "Have you got this in a Medium?", it's vital to reply quickly to increase your chances of making the sale. eDesk identifies such 'pre-sales queries' and adds them to their own section within your mailbox so that agents can prioritise them and close sales. Comprehensive team analytics A thorough range of dashboards and reports allow team leaders and managers to analyse operations. Spot your support superstars, see when to schedule cover for busiest times, review overall marketplace SLA coverage to make sure your business performs at its’ best. ANALYTICS ON THE GO Your business in your pocket Get your sales stats in the palm of your hand wherever you are with our apps for Android and Apple devices. Trusted by thousands of online retailers big and small xSellco helps our customer support team respond to every message in seconds making us more efficient. xSellco has been one of the most transformative customer service decisions we’ve made as a company and the support has been absolutely fantastic since day one and ongoing. We’d definitely recommend eDesk. It gives you a centralized view of every aspect of the team performance and allows you to plan and prepare for peak seasons. We love xSellco because it saves us so much time. We have reduced average customer response times by 84%. 10.25 Million Messages handled every month 17 Million Positive feedback received $8.1 Billion Online sales facilitated this year Start selling smarter today Get started Access our live demo and free trial ⭐️ Getting reviews for everywhere you sell is now ridiculously simple and effective ⭐️ Learn more NEW YORK +1 917 688 2333 LONDON +44 20 3322 4848 DUBLIN +353 1 676 0777 SOLUTIONS eDesk Repricer Feedback COMPARE EDESK Compare to Zendesk Compare to Help Scout Compare to Freshdesk Compare to Desk XSELLCO Status Contact Press & Media XSELLCO PROGRAMS Partners RESOURCES Blog xSellco Presents Webinars Guides & Books Help Case studies © 2019 xSellco Limited 280 Madison Avenue, #912 – 9th Floor, New York, NY 10016 Privacy Notice Cookie Notice Terms & Conditions Security ‌ Visit us on Facebook ‌ Visit us on Twitter ‌ Visit us on LinkedIn ‌ Visit us on YouTube By using our website you agree to our use of cookies in accordance with our privacy policy. ‌ Close