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eDesk Review

eDesk
Our score: 8.0 User satisfaction: 100%

What is eDesk?

eDesk is a comprehensive customer help desk that is totally designed and geared for e-commerce. It provides e-commerce businesses with a powerful platform to help them centralize and manage all their support operations, information, tools, and other capabilities.

Users enjoy instant visibility overall aspect of their customer support operations. Customer, product, and shipping information are constantly updated and matched to provide agents with reliable details. All relevant customer information are displayed in full view, enabling agents to deliver impeccable, personalized customer support at any instance. eDesk routes tickets, calls, and queries to agents who have the best tools and expertise for faster response and resolution.

Overview of eDesk Benefits

Centralized inbox for all your integrations

eDesk provides you with a centralized inbox where you can store all your customer queries and all other relevant details including order information, social channels, and shipping. It is an ideal tool whether you operate a single e-commerce site or sell via multiple channels, eDesk connects you to your customers rapidly and seamlessly and vice versa. This accelerates the entire customer support process as it eliminates the need to log in to every marketplace and respond/resolve queries individually from there.

Improving customer satisfaction with AI-generated responses and Templates

eDesk lets you harness the power of Artificial Intelligence with smart AI-powered responses to tickets with simple and common questions. Ticket resolution becomes faster and response time is drastically shortened without compromising customer satisfaction. This feature provides you with sophisticated responses that match to your customers’ issues and queries

Detailed Performance Reports

eDesk offers detailed and invaluable reports that delve on your agents’ overall response performance, SLA compliances and real-time data on sales. With these reports, you can determine the best way to use your resources more effectively, improve customers satisfaction and boost your support team’s productivity as individuals and as a collective unit.

Improve Your Online Reputation

eDesk has an automated feedback request feature that helps you automatically send feedback requests from your customers across all platforms and channels. With this capability, positive seller feedback and reviews for you to share as you gain lessons from the negative ones. Positive reviews tend to give your rank a huge boost, enhance your brand’s reputation, and drive more sales.

Overview of eDesk Features

  • Centralized Inbox For All Integrations
  • Customer Sidebar
  • Real-Time, Dynamic Dashboards
  • Intelligent Routing
  • AI-Powered Ticket Response
  • Feedback Management
  • SLA Management
  • Auto Translate
  • Snippets and Templates
  • Autoresponder
  • Filters
  • Labels
  • Reporting
  • Invoice Generator
  • Ticket Assignation
  • Live Chat

What Problems Will eDesk Solve?

1) Ensuring all queries are resolved quickly.

Online sellers may sell products on a number of different marketplaces and channels. This makes it more difficult to respond to all the customer queries in a timely manner. With AI generated responses, it helps them to choose an appropriate response to customer tickets and also, makes the process much quicker.

Feature: AI generated responses for one-click ticket resolution.

2) Positive reviews

One of the most important things as an online seller is that you have a good reputation. When you sell on Amazon, for example, positive reviews and ratings can help you rank higher. eDesk will send automated feedback requests across all platforms to encourage customers to leave reviews and help increase sales.

Feature: Automated feedback requests.

3) Managing multilingual marketplaces

Foremost, eDesk allows people to sell in countries that they may not have been able to before. This unlocks growth opportunities for our customers that didn’t have these skills previously. Customers may send queries in different languages, which can happen regularly if you are selling on a number of global marketplaces such as Amazon France or Amazon Germany. This makes responding to them more difficult and time-consuming for the support agents, especially if they are not fluent in that language. With the help of eDesk’s auto-translate feature, all support agents can respond to those customers correctly and in the appropriate language at any time.

Feature: Auto-translate

Awards & Quality Certificates

An award given to products that have recently entered the market but are already becoming very popular
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.

eDesk Position In Our Categories

Keeping in mind businesses have special business-related needs, it is only reasonable they abstain from paying for a one-size-fits-all, ideal software. At any rate, it is futile to pinpoint such application even among recognizable software products. The best step to undertake is to tabulate the numerous critical functions which require consideration including important features, plans, technical skill ability of staff, business size, etc. Thereafter, you must double down on your product research exhaustively. Read some eDesk review articles and check out the other solutions in your shortlist in detail. Such well-rounded product research guarantee you drop unsuitable software products and select the one that provides all the function your company requires in sustaining growth.

Position of eDesk in our main categories:

TOP 100

eDesk is one of the top 100 Help Desk Software products

If you are interested in eDesk it may also be sensible to analyze other subcategories of Help Desk Software collected in our database of B2B software reviews.

Since each organization has particular business wants, it is advisable for them to desist from seeking a one-size-fits-all faultless software application. Needless to say, it would be useless to try to find such a platform even among market-leading software platforms. The intelligent thing to do would be to jot down the various important elements that require consideration such as required features, budget, skill levels of staff members, company size etc. Then, you should do your homework thoroughly. Read some eDesk Help Desk Software reviews and check out each of the other solutions in your shortlist in detail. Such comprehensive research can ensure you discard ill-fitting systems and choose the system that presents all the features you need for business success.

How Much Does eDesk Cost?

eDesk Pricing Plans:

Free Trial

eDesk Essential

$85/user/month or $69/user/month (Annual Billing)

eDesk Unlimited

$125/user/month or $99/user/month (Annual Billing)

eDesk Unlimited+

$195/user/month or $159/user/month (Annual Billing)

eDesk offers the following basic and enterprise pricing packages:

eDesk Essential – $85/user/month or $69/user/month (Annual Billing)

  • Up to three channels
  • Up to three users
  • Consolidation of tickets from your three channels
  • Smart Ticket Allocation
  • Single view of customer, product & order details
  • Dashboard overview of sales and response performance
  • Integrated marketplace SLAs
  • Auto-responders
  • Snippets & Templates
  • Labels & Rules
  • Collision detection
  • User permissions
  • Invoice-generator
  • Email support

eDesk Unlimited – $125/user/month or $99/user/month (Annual Billing)

  • All eDesk Essential features
  • AI-assisted responses
  • Chat Widgets
  • Feedback Management
  • Phone support

eDesk Unlimited+ – $195/user/month or $159/user/month (Annual Billing)

  • All eDesk Unlimited features
  • API integration
  • Auto-translation
  • Enterprise Reporting
  • 24×7 Agent support
  • Dedicated account manager

User Satisfaction

Positive Social Media Mentions 16
Negative Social Media Mentions 0

We realize that when you make a decision to buy Help Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and eDesk reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with eDesk. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Mac
  • Web-based

Deployment

  • Cloud Hosted

Language Support

  • English
  • German
  • Spanish
  • French
  • Italian

Pricing Model

  • Monthly payment
  • Annual Subscription

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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eDesk Comparisons

What are eDesk pricing details?

eDesk Pricing Plans:

Free Trial

eDesk Essential

$85/user/month or $69/user/month (Annual Billing)

eDesk Unlimited

$125/user/month or $99/user/month (Annual Billing)

eDesk Unlimited+

$195/user/month or $159/user/month (Annual Billing)

eDesk offers the following basic and enterprise pricing packages:

eDesk Essential – $85/user/month or $69/user/month (Annual Billing)

  • Up to three channels
  • Up to three users
  • Consolidation of tickets from your three channels
  • Smart Ticket Allocation
  • Single view of customer, product & order details
  • Dashboard overview of sales and response performance
  • Integrated marketplace SLAs
  • Auto-responders
  • Snippets & Templates
  • Labels & Rules
  • Collision detection
  • User permissions
  • Invoice-generator
  • Email support

eDesk Unlimited – $125/user/month or $99/user/month (Annual Billing)

  • All eDesk Essential features
  • AI-assisted responses
  • Chat Widgets
  • Feedback Management
  • Phone support

eDesk Unlimited+ – $195/user/month or $159/user/month (Annual Billing)

  • All eDesk Unlimited features
  • API integration
  • Auto-translation
  • Enterprise Reporting
  • 24×7 Agent support
  • Dedicated account manager

What integrations are available for eDesk?

eDesk integrates with the following business systems and applications:

  • Amazon
  • eBay
  • Allegro
  • Fnac
  • Walmart
  • Magento
  • Shopify
  • Bigcommerce
  • WooCommerce
  • Brightpearl
  • Channel Advisor
  • Linnworks
  • Skubana
  • Twitter
  • Facebook
  • Email Clients
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Reviewed By Louie Andre
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