eDesk

Develop by xSellco Ltd

$49-$149

/ Month

14 Days Free Trial

Delight customers. Maximize profit. AI-powered helpdesk & chat

Order management

Multiple channels

Order history view

Order information

Personalized responses

Centralized messaging

Smart inbox

Process returns

Ai-driven summaries

About eDesk

Launched Jul 11, 2016

Built by xSellco Ltd

Address

Two Haddington Buildings, Haddington Road, Dublin, D, D04 HE94, IE

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Introduction Video

Description

AI-Assisted Customer Support to Scale Support and Grow Your Brand

eDesk empowers brands to scale effortlessly with AI-powered customer service designed for eCommerce. Get started in minutes - by seamlessly integrating your Shopify store and 300+ marketplaces/channels, eDesk centralizes all customer conversations into one intelligent inbox. Our AI-powered tools help you resolve queries faster, turn support interactions into sales opportunities, and deliver exceptional customer experiences that drive repeat purchases.

All customer conversations centralized in one inbox
24/7 chatbot for common questions and purchases
AI-assisted support to boost agent productivity
Adjust Shopify orders directly within eDesk—no tab switching
Turn conversations into conversions with eDesk Pre-sales

Pros

AI-powered to summarize and automate responses
Centralizes messaging from all sales channels into one smart inbox
Manages email, live chat, and voice conversations
Displays order and customer information with each message
Simplifies processing of returns, cancellations, and duplicate order requests
Easy integration with order fulfillment partners and Klaviyo CRM
Offers conversation summaries, suggested responses, and handsfree responses
Shows full order history, lifetime value, VIP status, and customer sentiment
Allows viewing, refunding, canceling, or duplicating Shopify orders without leaving the app

Cons

Significantly higher pricing compared to competitors
Persistent bugs affecting platform usability
Issues with customers receiving duplicate messages
Problems not promptly resolved by support team
Responsibility for issues often shifted to users
Refund requests denied despite ongoing issues

Top Helpful Reviews

cellier.co.uk

Nov 03, 2024 on Shopify

Brilliant app and a great support team behind it, as an omni channel business this has been invaluable in consolidating customer service requests from a wide range of channels all with differing setups and profiles. Loads of time and resource saved on sorting and resolving customer issues and the team are always keen to help optimise it's functionality within your business

ZYBUX

Oct 10, 2024 on Shopify

Their AI is a game-changer, providing fast, accurate responses and freeing up agents for complex issues. We're thrilled with the results and highly recommend eDesk.

curtainsdirect2u

Oct 09, 2024 on Shopify

This app is outstanding and offers exceptional value for money by significantly reducing the time spent responding to messages. eDesk streamlines customer service, making it far more efficient and manageable. I can’t imagine how we would operate without it.

Leven Rose

Oct 08, 2024 on Shopify

We've been using eDesk for a little over a month, and I have to say that the features it has are incredible! The only thing that I do not like is not being able to personalize the main set up. For example, I'd like to create individual sections for each company, within the company. For example, there is a section called "New Tickets" and "To Do" and it will show a number beside it to indicate how many tickets are in it. Those folders do not work for our company so we had to create pinned filters. The filters do not show a number next to it to indicate how many tickets or if a new one comes in. The pinned filters are also located further down that the "To Do", and it's a bit confusing because you are drawn to the "To Do" rather than a pinned filter. But all in all, the features are great!

Bugatti Collections

Oct 08, 2024 on Shopify

Our experience with eDesk over the past year has been nothing short of transformative for our customer service team. The platform's ability to consolidate all aspects of customer communication into a single, cohesive interface has been a game changer. This integration has remarkably streamlined our workflow, enabling our team to access essential information efficiently and collaborate more effectively. They have great features and allow us to create many templates to make our response time to our customer faster. We do recommend having this tool part of your customer service team!

RESPONSIBLE

Sep 29, 2024 on Shopify

We've been using eDesk for over a year now and we couldn't recommend it enough! We are able to keep all our socials and marketplaces in the one space where they are individually categorised and tagged for convenience. The features and tools are endless! It is also brilliant for reporting!

Double Wood Supplements Intl.

Sep 24, 2024 on Shopify

I have been using eDesk for 9 months now and definitely recommend it for businesses. Replying to customer support tickets is now incredibly efficient, saving me so much time and effort. Plus, I love that I can connect and manage multiple marketplaces all from one place. It makes my workflow so much smoother! They have a lot of great features to help that I love including assigning rules, snoozing tickets, insights, a chat/widget option.... it's endless! One of my favourite features is the AI tool—it’s a fantastic addition that really helps streamline my responses. I’ve encountered a few minor issues along the way, but I must say, the I.T. team is exceptional. They’re quick to respond and resolve any problems I’ve had, which gives me great peace of mind.

Universal Textiles Outlet

Sep 24, 2024 on Shopify

This is such an amazing tool for customer service. It does not matter if you are a big company like us or a small one. Integration with marketplaces streamlines communication by centralising messages, automating responses to common customer inquiries, and providing multilingual customer support. Since we are with eDesk our customer volume has grown but because of their sufficiency, we have not yet needed to extend our team. Having such a tool is fantastic.

MoYou London

Jul 03, 2024 on Shopify

This is probably the best customer service app out there. It actually connects to all the channels smoothly (all social accounts other web stores and B2B channels). They have an endless amount of tools all depending on what your business requires. The AI bot Is extremely efficient and actually reduces customer tickets by about 60%. Their customer service is 5 star, they are responsive and willing to walk you through each process. Ana helped me out with the most dedicated service. Totally worth every penny.

Wave Spas UK

Jun 18, 2024 on Shopify

I have been using eDesk for managing customer interactions, and I must say, it is nothing short of a game-changer. The platform offers an incredibly efficient way to handle customer service with its seamless integration capabilities. Connecting eDesk with our existing systems was absolutely effortless, saving us valuable time and resources. One of the standout features is the new AI-powered tools. These features have significantly improved our response times and the quality of our customer service. The AI assists in categorizing and prioritizing customer inquiries, ensuring that our team can focus on what matters most – providing exceptional service. The AI chatbot deserves special mention. It is remarkably effective, handling routine inquiries and providing instant responses to common questions. This has not only reduced the workload on our support team but also ensured that our customers receive timely and accurate information. The chatbot's ability to learn and improve over time has made it an invaluable asset to our customer service operations. Another remarkable feature is the dynamic translation tool. This tool has been a revelation for our global customer base. It automatically translates messages, allowing us to communicate effectively with customers in their preferred languages. This has greatly enhanced our customer satisfaction and broadened our reach. Overall, eDesk has proven to be the best solution on the market for customer management. Its advanced AI features, including the impressive chatbot, and effortless integration capabilities make it an indispensable tool for any business looking to excel in customer service. I highly recommend eDesk to any organization seeking to improve their customer management processes.

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