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:

N/D

  • Versão gratuita
  • Teste Grátis
  • Assinatura

5 principais alternativas ao eDesk

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:

    N/D

    • Versão gratuita
    • Teste Grátis
    • Assinatura

    5 principais alternativas ao eDesk

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    Recursos

    Total de recursos do eDesk: 31

    • 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
    • Gerenciamento de comentários
    • Gerenciamento de e-mails
    • Gerenciamento de tickets de suporte
    • Gestão da base de conhecimento
    • 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
    • Indicadores de desempenho
    • Integração de redes sociais
    • Macros e modelos de respostas
    • Marketing de multicanal
    • Modelos de e-mails
    • Modelos personalizáveis
    • Portal de autoatendimento
    • Rastreamento de interações
    • Relatórios e análise de dados
    • Relatórios em tempo real
    • Respondedores automáticos
    • Roteamento automático

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    Avaliações

    Classificação geral

    4,5 /5
    (52)
    Relação qualidade/preço
    4,2/5
    Recursos
    4,1/5
    Praticidade
    4,3/5
    Suporte ao cliente
    4,4/5

    Já tem o eDesk?

    Ajude os compradores de software! As avaliações de programas ajudam outras pessoas a tomarem melhores decisões.

    Escreva uma avaliação!
    Exibindo 5 avaliações de 52
    Avaliador Verificado
    Classificação geral
    • Industry: 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 W.
    Classificação geral
    • Industry: Indústria têxtil
    • Company size: 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.
    Karan P.
    Classificação geral
    • Industry: Serviços e tecnologia da informação
    • Company size: 51-200 funcionários
    • Usado Semanal durante 6 a 12 meses
    • Fonte da avaliação

    Classificação geral

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

    Convenient platform for helpdesk management

    Avaliado em 19/11/2021

    Vantagens

    Easy to setup, sufficient text/video guides & webinars to help new users get started.
    App store integrations are simple and intuitive.
    Ticket management is hassle-free, entire team can access & engage our customer queries.

    Desvantagens

    Slightly expensive compared to other tools in this space.
    Social media integration is not as effective as we had hoped for.
    Not an ideal fit for enterprise use-cases.

    Alternativas consideradas

    CM.com e Freshsales

    Software anterior

    Zendesk

    Resposta do xSellco

    Hi Karan,

    Thank you for this honest feedback. If there are any features you would like to see please leave them in the got an idea section of the app. Our product team pull from this pool every quarter to improve our product

    Reyna V.
    Classificação geral
    • Industry: Automotivo
    • Company size: 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.

    Russell R.
    Classificação geral
    • Usado Diariamente durante Mais de dois anos
    • Fonte da avaliação

    Classificação geral

    • Relação qualidade/preço
    • Praticidade
    • Suporte ao cliente

    Great System - used for a couple years

    Avaliado em 12/12/2017

    Vantagens

    Multi Channel functionality and to be onboard with a growing company who are actively investing and improving the platform on a noticeable timescale... When we first started using the platform we thought it was great value and did a good job, although there were a few naff bits. However through feedback and their own growth the platform has grown to match all and now offer more features than the more renowned systems.

    Exibindo 5 avaliações de 52 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:
    • Pricing model: Assinatura
    • Free Trial: Disponível

    Starting at: Team: $69 per user/month - unlimited tickets Professional: $89 per user/month - unlimited tickets Enterprise: $149 per user/month - unlimited tickets *annual pricing

    Os clientes habituais do eDesk são:

    Profissional autônomo, 2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001+

    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, Facebook for Business, Instagram, Linnworks, 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.