Sobre o eDesk

eDesk helps online retailers deliver seriously extraordinary customer service, everywhere they sell. Designed specifically for eCommerce professionals, eDesk’s AI-powered automation tools streamline customer support processes and reporting. This means users can respond quickly to customer queries and take time back to focus on selling more.

Through its App Store, eDesk offers more native integrations than any other customer support software. It seamlessly integrates with Amazon, as well as 75 other marketplaces, webstores, logistics tools and social networks. This means your support agents can access end-to-end order data with just one click.

eDesk is also the only customer support solution on the Amazon and Walmart developer councils.

To meet the needs of online sellers, eDesk has developed a whole suite of award-winning eCommerce tools. These include:
eDesk Smart Inbox which centralizes all your incoming messages and uses time-saving AI to automatically group queries, prioritize urgent messages and suggest responses.
Insights which automatically analyzes support tickets and feedback so brands can make informed business decisions.
Live Chat and Knowledge base which both enable customers to resolve their queries in real-time.
Feedback which automatically sends out targeted review requests to improve your seller ratings.

eDesk is trusted by thousands of customers worldwide. Each month, it powers over 14 million conversations, which generate billions of dollars of eCommerce transactions annually.

Preços a partir de:

59,00 US$/mês

  • Versão gratuita
  • Teste Grátis
  • Assinatura

Principais benefícios do eDesk

  • Incoming support tickets automatically organized, prioritized and assigned to the most experienced agents for a faster response
  • Native integrations with every major marketplace, webstore, and social media channels for a seamless connection experience
  • AI generated suggested responses to enable you to solve tickets in a single click
  • Marketplace SLA countdown so you never miss a deadline
  • Automated responses to cover when your support team aren't available
  • Customizable message templates to enable lighting fast responses
  • Track key metrics like response times and message volume to identify areas which may need improvement.
  • Unlimited tickets with every package
  • Automatically translate all incoming foreign language queries to help you expand globally
  • Knowledge base to empower your customers to solve their own queries
  • One-click invoice generation so you don't have to waste time creating them yourself
  • Creates rules to automatically route tickets to the best suited agent
  • Dispositivos

    Porte da empresa

    P M G

    Mercados

    Austrália, Brasil, Canadá, China, Alemanha, Reino Unido, Irlanda, Índia, Japão, México, Estados Unidos

    Idiomas

    alemão, espanhol, francês, inglês, italiano

    Preços a partir de:

    59,00 US$/mês

    • Versão gratuita
    • Teste Grátis
    • Assinatura

    Imagens

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    Recursos

    Total de recursos do eDesk: 45

    • API
    • Alertas/transferência
    • Análise de dados visual
    • Banco de dados do cliente
    • Bate-papo ao vivo
    • Bate-papo em tempo real
    • Comunicação multicanal
    • Configuração do fluxo de trabalho
    • Controle e acesso remoto
    • Fluxo de trabalho baseado em regras
    • Fluxo de trabalho configurável
    • Gerenciamento de comentários
    • Gerenciamento de e-mails
    • Gerenciamento de tickets de suporte
    • Gestão da base de conhecimento
    • Gestão de caixa de entrada
    • Gestão de call centers
    • Gestão de canais
    • Gestão de filas
    • Gestão de help desk
    • Gestão de tíquetes
    • Gestão do SLA (acordo do nível de serviço)
    • Gestão do fluxo de trabalho
    • Histórico do cliente
    • Indicadores de desempenho
    • Integração de redes sociais
    • Integrações de terceiros
    • Macros e modelos de respostas
    • Marcação
    • Marketing de multicanal
    • Mensagens por voz
    • Modelos de e-mails
    • Modelos personalizáveis
    • Portal de autoatendimento
    • Portal do cliente
    • Priorização
    • Questionários e feedback
    • Rastreamento de interações
    • Rastreamento de tíquetes de suporte
    • Relatórios e análise de dados
    • Relatórios e estatística
    • Relatórios em tempo real
    • Respondedores automáticos
    • Roteamento automático
    • Roteamento de chamadas

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    Avaliações

    Classificação geral

    4,5 /5
    (60)
    Relação qualidade/preço
    4,2/5
    Recursos
    4,2/5
    Praticidade
    4,4/5
    Suporte ao cliente
    4,5/5

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    Exibindo 5 avaliações de 60
    Avaliador Verificado
    Classificação geral
    • Setor: Varejistas
    • Usado Diariamente durante Mais de um ano
    • Fonte da avaliação

    Classificação geral

    • Relação qualidade/preço
    • Praticidade
    • Suporte ao cliente
    • Probabilidade de recomendação 8.0 /10

    Excellent customer support software

    Avaliado em 07/02/2018

    Vantagens

    Plugs and integrates into all the various channels we need to plug into and provides customer information and data within the help desk ticket. Being able to provide Multi-lingual support in our native language is a fantastic feature as is the ability to utilize response templates. Feedback mechanism works very well and easy to customize to our assorted needs.

    Desvantagens

    Needs to offer an integrated and customizable knowledge base. Ticket numbers are difficult to find. In general, reporting is good but simplistic and needs to be enhanced.

    Andrew
    Classificação geral
    • Setor: Indústria têxtil
    • Porte da empresa: 11-50 funcionários
    • Usado Diariamente durante Mais de um ano
    • Fonte da avaliação

    Classificação geral

    • Relação qualidade/preço
    • Praticidade
    • Suporte ao cliente
    • Probabilidade de recomendação 10.0 /10

    Has saved us time and money

    Avaliado em 06/12/2021

    Vantagens

    Brings all customer queries from all platforms into a single mailbox. Templates are great and the system has saved us so much time. When I had a problem with messages not sending I contacted the chat and spoke to Aine whom was very helpful.

    Desvantagens

    There was an update and now the AI suggestions are difficult to select. You have to hover and try and select the response which can be tricky. In the past before the update you could click on the option easier.

    Alternativas consideradas

    Replyco

    Razões para mudar para o eDesk

    Quicker sending and receiving messages. Less glitches.
    Rachel
    Classificação geral
    • Setor: Varejistas
    • Porte da empresa: 2-10 funcionários
    • Usado Diariamente durante Mais de um ano
    • Fonte da avaliação

    Classificação geral

    • Relação qualidade/preço
    • Praticidade
    • Suporte ao cliente
    • Probabilidade de recomendação 0.0 /10

    It used to be so good

    Avaliado em 29/05/2020

    Overall, we are disappointed with the product and the service.

    Overall, we are disappointed with the product and the service.

    Vantagens

    When "eDesk" was "xsellco" it actually worked, so that was nice.

    Desvantagens

    It doesn't work. You have to close out the software sometimes to get it to refresh. You will occasionally not be able to open attachments, use snippets, or copy/paste. You will check all folders to make sure there are no overdue messages and then come in the next day to several messages that spontaneously appeared overnight. The "To Do" folder will say one number but then there is not that number of messages in the folder, so the information it displays isn't correct. Every time we try to talk to customer service, they tell us how to sort the messages within the folder, which is not even the complaint we have (though the filters do reset every single time you leave the folder, so you have to re-organize all of your filters every time). Overall it is a terrible site that took away all of the functionality that it previously had. They claim that it is six times faster to answer emails, but it takes twice as long. It reformats your snippets in messages to add extra spaces that need to be taken out every time. It is all ridiculous, especially because it USED to work.

    Avaliador Verificado
    Classificação geral
    • Setor: Bens de consumo
    • Porte da empresa: 11-50 funcionários
    • Usado Diariamente durante 6 a 12 meses
    • Fonte da avaliação

    Classificação geral

    • Relação qualidade/preço
    • Praticidade
    • Suporte ao cliente
    • Probabilidade de recomendação 10.0 /10

    Great chat support

    Avaliado em 04/02/2022

    Vantagens

    Clean easy to use User Interface, snap shot view, grouping priority messages based on smart AI messaging.

    Desvantagens

    Nothing to mention at present everything works as it should do.

    Reyna
    Classificação geral
    • Setor: Automotivo
    • Porte da empresa: 201-500 funcionários
    • Usado Diariamente durante Mais de um ano
    • Fonte da avaliação

    Classificação geral

    • Relação qualidade/preço
    • Praticidade
    • Suporte ao cliente
    • Probabilidade de recomendação 8.0 /10

    E-desk Techincal Support

    Avaliado em 29/11/2021

    I have practically trained myself on how the application works, I went from reading the material to...

    I have practically trained myself on how the application works, I went from reading the material to appliying it hands on with creating rules, setting tags, and assigning tickets automatically. It is very user friendly and the fact that we have technical support available during our work hours is excellent when reporting issues or asking for help, they are always ready and willing to assist.

    Vantagens

    The ability to create rules, also the ability to be able to have the tickets automitcally assigned, and the tags are excellet to have as well so we can sort out the workload and see where we need to have priority.

    Desvantagens

    Would love to have the ability for e-desk to not assign tickets if the agents are not logged in. Since they belong to a rule the distribution continues to happen even when they are not here.

    Exibindo 5 avaliações de 60 Leia todas as avaliações

    Perguntas frequentes sobre o eDesk

    Abaixo estão algumas perguntas frequentes sobre o eDesk.

    O eDesk oferece os seguintes planos de pagamento:

    • A partir de: 59,00 US$/mês
    • Modelo de preços: Assinatura
    • Avaliação gratuita: Disponível

    Choose the plan that scales with your stage of growth: All eDesk suite with unlimited users or unlimited tickets. Essentials: $59/month - unlimited users, up to 300 tickets/month. Growth: $189/month - unlimited users, up to 1,000 tickets/month. Scale: $239/month - unlimited users, up to 1,500 tickets/month. or Team: $69/user/month - unlimited tickets, unlimited free viewers Pro: $89/user/month - unlimited tickets, unlimited free viewers Enterprise: Custom All plans come with a personalized onboarding service included, to get you up and running in minutes, easily. All the above-mentioned prices are annually billed, excluding taxes. Contact us for monthly pricing. T&C applies.

    Os clientes habituais do eDesk são:

    Profissional autônomo, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001-5 000

    O eDesk está nos seguintes idiomas:

    alemão, espanhol, francês, inglês, italiano

    O eDesk é compatível com os seguintes dispositivos:

    O eDesk se integra com os seguintes aplicativos:

    Adobe Commerce, BigCommerce, Instagram, Linnworks, Meta for Business, Mirakl, PrestaShop, Shopify, Twitter, WooCommerce

    O eDesk oferece as seguintes opções de suporte:

    Email/Help Desk, FAQs/Fórum, Base de conhecimento, Suporte por telefone, Bate-papo

    Categorias relacionadas

    Veja todas as categorias de software encontradas para eDesk.