eDesk

Pros: Easy to use, stores a lot of information and details which are easy to access, friendly team who will help.

Cons: Could do with some free training on new upgrades that's it.

Overall: Very happy would and do recommend to others, easy to use and work on, i work daily on this for work so happy.

Pros: Centralized inbox. Could be overwhelming for a new user. All in all good layout and design. Could run into some issues while setup but the support team is always there to help out.

Cons: Lack of shortcuts. Shortcuts keys for some features would have been better.

Overall: Good experience could have been better. Would recommend it for someone who has multiple channels to manage customers from.

Pros: Ease of use.
Excellent features.
Fantastic support who are extremely quick and responsive with accurate information.
Webinars to enhance your knowledge.

Cons: Can sometimes be a little bit laggy, tickets take around 5 mins to drop across.

Overall: Fantastic support, easy to use and very user friendly! I would recommend this product to any multi-channel seller.

Pros: Fast and convenient, the AI and template reply is really helpful to shorten the time spending on replying message.

Cons: It would be better if the view only account can have access to leave note to @note to the agent who is really responding to the message.

Overall: Overall experience is very good, the abroad agent helps me a lot to set us the account and go over the features.

Pros: - Easy to see workload
- Distributes workload equally automatically
- AI responses makes answering common enquiries a breeze
- All Orders / Customer Service in one place for 10 of our stores
- Streamlines workload

Cons: Up to now we haven't seen any cons to using eDesk.

Overall: - So far eDesk has been really positive for us, and when we have had issues the live chat agents have been quick to resolve all issues and very helpful

Pros: Super easy to use, massive time-saver for online marketers. The ability to use templates and pull queries from all channels is a big time saver.

Cons: Quite expensive but still saves money in time saved.

Overall: Great product and solution - would recommend to other sellers if you're doing enough volume to justify it.

Pros: Easy to use, lots of various features that automate or semi-automate processes. Templates allow for quick responses either autonomously based on rules or semi-autonomously based on AI algorithms.
Messaging rules allow for automatic distribution of messages to specific staff members/teams.
Officially Compatible with a huge variety of channels and services and can import emails from most addresses, allowing for a high degree of compatibility with most others.
Their customer service is always fast and willing to help.

Cons: The price is a little high, while it's worth every penny this doesn't make it very suitable to very small businesses.
It's not easy to access messages via custom/in-house solutions.

Overall: An amazing service, automates a lot of the process of messaging customers and reduces time taken on other tasks.

Pros: Quick and easy communication.

Cons: Its a shame you can't use multiple autoresponders at the time.

Overall: Resolved in less 5 minutes but Its a shame you can't use multiple autoresponders at the time. Thank you.

Pros: Easily connects different selling channels;
Easy to spread works around the team;
Very helpful feedback review tool;

Cons: Need time and knowhow to set up everything properly, but customer support helped a lot.

Overall: This tool helped us to increase the quality of customer support to a higher level, also now we are able to work with way larger quantities. Thank you.

Pros: Very rarely, I have to wait for an email back, most of the time it would be an immediate live chat response, with an answer to my exact question.

Such capable hands.

Cons: I don't like that I can't buy them dinner as a thank you.

Overall: Genuinely, the best user support I've come across, Bodhan, Eoin, David, Maksym, Yuri, Neil, and Aine are all stellar.

Pros: Quick answer; hand on, quick solve and root cause troubleshooting, polite staff.
Always a nice experience contacting eDesk customer support /helpdesk.

Cons: None.
Per total the software is well built and can not throw faults on issues outside of that software.
What we had was a faulty connection between the software and the target mail for resetting passwords I think.

Overall: Very good experience throughout the past 6 months.
Contacted eDesk Support like 3 times till now and every time they found the solution in same day , with an real time SLA of max 3 hours(really helpful for minimising the down time of staff)

Pros: The Support team is always willing to help. Even when they don't have an instant solution, they will do their utmost best to help you out asap.

Cons: integration with Instagram could use some work for business use. Does not run smooth.

Overall: Nice onboarding team and offers us the perfect solution to handle our support tickets. This is the first time working with a ticketing system but we couldn't do without anymore!

Pros: Their support was right on the money. I was having problems setting up the system, but The David on chat was more than helpful and got me on track.

eDesk is very useful in comprehensively responding to email correspondence from our customers. It allows to quickly respond to them, while at the same time showing personal interest in each customer.

Cons: It was a little difficult interfacing them with outlook, but with David's help, we got on track.

Overall: I would recommend them. They deliver what they promise and when there was a problem, they stood behind their product.

Pros: Helpful and attentive support team; they will acknowledge your issues and have them resolved in a timely manner. This is how customer service should be.

Cons: Nothing substantially wrong with the product, and definitely nothing wrong with their service. Things are improving on a regular basis, and the future of eDesk is bright!

Overall: Helpful and attentive support team; they will acknowledge your issues and have them resolved in a timely manner. This is how customer service should be.

Pros: The eDesk support is really good.

Cons: N/A.

Overall: We didn't really love the software at first but after a call with eDesk, we learned so much more about the potential and are now really enjoying using eDesk.

Pros: Very good customer service support. They are very professional and friendly. Thank you very much!

Cons: N/A.

Overall: Nothing for the moment. Just the customer reviews feedback. it's too long and we should put long comments. Sometimes we don't need to explain much when it's a good job 😊

Pros: We can handle messages for our Marketplaces from one place. Easy to use and the support is helpful.
It was quite easy to connect the different channels.

Cons: It would be great to add other channels like Miravia, ManoMano and Groupon.

Overall: A great experience for me and my team so far. The support is very helpful and we can interact with other users easily.

Pros: One stop for all e-commerce customer service needs.

Cons: More help is needed for understanding smart features.

Overall: Excellent in all aspects of managing customer service emails and chat.