One simple help desk built for online sellers
Suzuki cut their support times by 84% with xSellco
Manage customer support from all your sales channels with one intuitive dashboard.
Respond faster with a full view of customer and order details, shipping status, and more – right there within each message.
Respond to common customer queries in two clicks using eDesk’s customizable message templates. Snippets speed up your responses by automating key details, such as customer name, order details, delivery address and more.
Fulfill customer expectations for timely responses even during peak support times, or out of office hours with automated responses. Never leave a customer waiting.
Open your store to new customers internationally. eDesk helps you scale your business without the need for multilingual agents, by giving your team the ability to communicate in every language.
View full order details within every support ticket, by linking e‑commerce management platforms such as Channel Advisor, Linnworks, BrightPearl and Skubana to your eDesk account.
Centralize customer queries and orders from all your marketplaces, website and channels
Selling on your own online store? eDesk integrates with all leading shopping carts and e‑commerce web platforms.
eDesk is the only customer support helpdesk that integrates with all the biggest marketplaces to help you scale your e‑commerce business at home and internationally.
Support your customers and protect your reputation on social media by connecting Facebook and Twitter to your e‑commerce help desk.
Turn browsers into buyers with eDesk live chat. Answer queries in real time and increase customer loyalty. Get in front of your customers and guide them toward purchase completion.
Support better with a collaborative workflow
Assign the relevant agent to each query, share the workload and help your customer support team to shine.
Tag teammates to request help on any ticket. Share information with your team about a customer and the status of their query.
Add your teammates free with just one click! Your entire company can collaborate to resolve customer queries quickly and accurately.
Everything you need to keep your team and tickets organized
eDesk’s folder based system helps you prioritize and filter your messages by order, query type, language and more.
Categorize your incoming messages with labels, so you can quickly identify common support issues. Set rules that automatically apply a label and assign agents or queries to the relevant folders.
Meet customer expectations for fast resolution times. Set your own target response times, or maintain the standard marketplace Service Level Agreement of 24 hours. Your inbox will prioritize your messages by time left to respond.
Receive an alert if your teammate is dealing with the same customer query.
Inboxes, folders and reports can be restricted to specific users.
Remove the need for agents to log in to your stores to manage support. Control the level of information that is accessible to your team with one dashboard.
Grow faster with instant insights
Schedule and prepare your team to handle the busiest times that your store experiences each week.
Improve team performance each week by tracking key metrics like response times and message volume per store, language, query type and more.
Recognize trends in your customer support queries. View ticket volume by store, language, query type and create templates to help speed up responses.
Analyze response time metrics by query type, agent and sales channel. Identify trends and recognize opportunities to improve team productivity.
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.