help desk software

What is help desk software and why do you need it for eCommerce?

What is help desk software?

Do you sell on marketplaces like Amazon and eBay as well as your own website? Then you probably have realized that managing eCommerce customer support is no walk in the park. That is why eCommerce businesses seek solutions. To solve customer support management problems and to scale support, online businesses use help desk software.

Help desk software is a service that allows you to manage online customer support effectively across all of the channels on which you receive customer queries.

Help desk software provides you with the ability to track message history, manage all customer information in one place and respond to queries quickly and effectively. It can also provide extra features including live chat functionality, performance reporting and real-time SLA management.

Why do you need a help desk for eCommerce?

Like any customer-facing industries, eCommerce is home to high volumes of customer queries.

According to xSellco data, online businesses receive an average of one customer query for every eight sales. As you grow your business, your query volumes can quickly grow beyond an amount you can manage.

Industry-standard help desk software solves the problem of managing customer queries through email clients.

As your eCommerce business grows, managing customer support through email will not allow you to scale your business. You’ll miss queries, take longer to respond, and most importantly – miss out on sales.

Help desk software will allow you to scale customer support with your business, allowing your agents to handle many more queries in the same amount of time.

An eCommerce-specific help desk will allow you to manage your queries from multiple selling channels and streamline them into one shared inbox. It will also allow you to see a customer’s order information and query in the same place. When customer queries and fulfillment information are aligned, it will greatly improve your support agents’ workflow – and the customer experience you provide. Your support agents can respond to and resolve issues much faster – leaving your customers more satisfied and willing to complete a purchase.

A strong customer support setup is crucial to getting repeat business and building a loyal following.

Features of an eCommerce help desk

Now you know why help desks are needed for eCommerce, the next logical question is which one is the best? You may have heard of help desk companies like Zendesk, and maybe even HelpScout and Freshdesk.

But the truth is, none of these help desks are made for eCommerce businesses. Sure, Zendesk has an eCommerce integration called ChannelReply. However, this solution only allows you to integrate Amazon and eBay, and you end up having to pay for two solutions to solve one problem.

That’s where eDesk by xSellco comes in. eDesk by xSellco was built by eCommerce experts – for eCommerce businesses. There are two key reasons why it is the number one help desk for eCommerce – integration and speed.


When it comes to eCommerce integrations across marketplaces, web stores, inventory management and social media, eDesk is the unrivalled winner. It integrates with a host of eCommerce platforms.

These include  marketplaces such as Amazon, eBay, Walmart, Sears, Allegro, Cdiscount, Fnac, PriceMinister, Newegg and more.

eDesk also integrates with webstore platforms like Shopify, Magento, BigCommerce, WooCommerce and Prestashop.

Do your customers contact you on social media? You can also manage your Facebook and Twitter queries directly from eDesk.

Inventory management tools are also crucial to the eCommerce business’s sales process. That’s why eDesk integrates with multiple solutions, including ChannelAdvisor, Brightpearl, Linnworks and Skubana.  Bringing your sales, orders and queries into one dashboard gives you one whole view of the customer.


When it comes to eCommerce customer support, speed is the name of the game.


Service Level Agreements (SLAs) are especially important in the eCommerce industry. Marketplaces like Amazon and eBay require sellers to respond to customers within 24 hours in order to have high seller metrics.

An eCommerce help desk will sort your tickets in order of SLA, putting your most urgent queries to the top of the list.

eDesk also offers powerful features, like Templates and SmartTags that can cut your average response and resolution times by up to 46 percent.


Templates allow you to create automated responses for your most common queries, so you can respond to these queries in just three clicks.


SmartTags help to personalize messages by automatically pulling in a customer’s details, including name, company address, order details and more, by simply using a hash tag.

Live Chat

Support your customers in real time from any page on your website with Live Chat. A customer with a query can reach out to you at any time thanks to the intelligent Live Chat widget, which you can design and customize to match your website and brand.

Try an eCommerce help desk

Are you ready to turn your customer support team into a key driver of customer loyalty?

eDesk is the help desk tailored for eCommerce. Give your agents the tool they need to succeed – try eDesk by xSellco on a free 14-day trial.