Customer reviews: eDesk

<h3>What Merchants Think</h3> <p>Overall, merchants are highly positive about "eDesk", praising its ability to streamline customer service operations across multiple channels. The app's efficiency in consolidating messages, automating responses, and improving response times is frequently highlighted. Users appreciate the robust support team behind eDesk, which consistently aids in optimizing the app's functionality. While most feedback is positive, a few merchants have noted high pricing and technical bugs as concerns.</p> <h3>Key Strengths</h3> <ul> <li>Seamless integration across various communication channels.</li> <li>AI tools that enhance response efficiency and reduce ticket volumes.</li> <li>Comprehensive features like marketplace management, templated responses, and multilingual support.</li> <li>Effective consolidation of customer communications and workflows.</li> <li>High-quality customer support and guidance during setup and troubleshooting.</li> </ul> <h3>Common Concerns</h3> <ul> <li>High pricing compared to competitors.</li> <li>Occasional technical bugs and usability issues.</li> <li>Lack of customization in certain areas, like user interface and ticket organization.</li> <li>Challenges with duplicate messages and persistent platform issues.</li> </ul> <h3>Final Thoughts</h3> <p>"eDesk" is widely regarded as an invaluable tool for businesses seeking to optimize their customer service workflows. Its ability to integrate various channels and streamline responses is particularly beneficial for omnichannel retailers. Although some users have faced technical issues and find the pricing high, the app's strengths in customer service efficacy and support are clear. Overall, "eDesk" is highly recommended by many merchants for enhancing customer communication and support.</p>

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Reviews (41)

Overall rating

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What Merchants Think

Overall, merchants are highly positive about "eDesk", praising its ability to streamline customer service operations across multiple channels. The app's efficiency in consolidating messages, automating responses, and improving response times is frequently highlighted. Users appreciate the robust support team behind eDesk, which consistently aids in optimizing the app's functionality. While most feedback is positive, a few merchants have noted high pricing and technical bugs as concerns.

Key Strengths

Seamless integration across various communication channels.
AI tools that enhance response efficiency and reduce ticket volumes.
Comprehensive features like marketplace management, templated responses, and multilingual support.
Effective consolidation of customer communications and workflows.
High-quality customer support and guidance during setup and troubleshooting.

Common Concerns

High pricing compared to competitors.
Occasional technical bugs and usability issues.
Lack of customization in certain areas, like user interface and ticket organization.
Challenges with duplicate messages and persistent platform issues.

Final Thoughts

"eDesk" is widely regarded as an invaluable tool for businesses seeking to optimize their customer service workflows. Its ability to integrate various channels and streamline responses is particularly beneficial for omnichannel retailers. Although some users have faced technical issues and find the pricing high, the app's strengths in customer service efficacy and support are clear. Overall, "eDesk" is highly recommended by many merchants for enhancing customer communication and support.

Game of Bricks

Apr 15, 2024 on Shopify

We have been using eDesk for around three years; however, we've found their pricing to be significantly higher than their competitors'. Despite paying a premium, the product has not met our expectations. We've consistently faced issues with bugs on eDesk's platform, which have severely affected its usability and our ability to provide effective customer support. Additionally, there have been recent incidents of our customers receiving duplicate messages, an issue that persisted for three weeks despite our efforts to resolve it with eDesk's support team. Unfortunately, the responsibility for these problems was ultimately attributed to us, which was quite disheartening. After considering other vendors, we decided to switch to a more cost-effective and reliable service provider. We also sought a refund from eDesk due to these ongoing issues, but our request was denied. Based on our experience, we recommend that others consider alternative solutions.