eDesk Reviews 499

We've been using XSellco since 2016, we honestly can't imagine running our business without it. We've got 7 stores between eBay, Amazon, Walmart, and our website. XSellco always makes it easy to communicate with our customers. I can easily search for sales and communications back to 2016.
I ran into an issue today, which is rare. I hopped on the chat and David fixed our issue within a few minutes.
I couldn't recommend them enough.

After using this company for several years they attempted to renew our contract one month early and we said not, then receiving confirmation of our renewal staying the same at normal price. We assumed, and that was a mistake, that this was then at the price we have paid for several years with Xsellco - but on 26th December they took nearly 5 times the amount and now will not refund.
Absolutely appauled at how they have treated such a small business and robbed us of £2376 for something that has been costing us £507.84. I have spent all day trying to deal with them and now on the phone to the bank to do a reverse of this payment.

Edesk is great way to join multiple e-commerce chanells in one place. Apparantlly this involves lot of work from Edesk to programm various interfaces so that information from different systems can be pulled in one Edesk. Technical issues may and will arise, question is with what attitude we respond to them. So far Edesk support has done a decent job and has shown "own the problem" attitude. Our questions are answered in reasonable time and none of them were ignored. Thank you for that and hopefully we`ll remain in good contact!

I have worked in customer service for 20 plus years and E-desk is probably by far the friendliest system I have ever used to communicate with customers and keep an eye on my work.

Very user friendly and great customer care team, immediate response and help when needed.

I've been dealing with the support because of some connexion issues with a marketplace (due to the marketplace) and the support was just amazing.
Carlos and many other colleagues helped me a lot, with a lot of patience. You always get an answer, always get some help, I was really impressed. Thank you!

Edesk has become a greedy company that continues to increase the rate of our plan. They are charging ridiculous prices to add another user and attempting to charge more for add on services such as AI. Furthermore, the customer support has been horrible since they only respond late night/morning in the USA. I wouldn't recommend this software for any company...there are many other ones out there that do the same with the fraction of the price.

We signed up after reviewing a few other ticketing systems. Support are great and the AI enhances our productivity.

Our journey with eDesk several years ago started with a promise - a promise of efficiency, innovation and customer-centric service. However, over time, this promise has eroded, replaced by a relentless pursuit of profit at the expense of loyalty. The essence of their offering—consolidating communications from customers — is practical but no longer unique, making their steep pricing even more difficult to justify. A quick online search for ‘ecommerce helpdesk software’ will show you an abundance of competing options at significantly better rates, especially for multi-user accounts.

Our custom to eDesk started with the promise of unlimited users, which has since capsized into a per-user model, a dramatic shift that came without a reciprocal adjustment in cost. Over three years, we’ve seen a staggering 47% increase in our rate with a 10% increase only 8 months ago. Now we are confronted with a proposition that would skyrocket our payment to 245% of its current amount. In 3 years, this means our price will have risen to 360% of where it started once the new prices are in effect. This is with no material change to our level of use of this software.

eDesk’s justification? "We have to charge the price we believe our product is worth." Such a mindset overlooks longstanding customer relationships and the evolving competitive landscape of help desk software. Initially, we were promised an ‘unlimited user’ model. However, eDesk pivoted to a ‘per-user’ system, capping our usage without a proportional adjustment in price. So beware, what you sign up for today has historically been shown by eDesk to change when it suits them and likely at a cost to your business! This doesn't take into consideration what they did with xSellco. Search online for "Rising Prices a Growing Pain Point in xSellco Reviews" and you'll begin to build a picture of how this company approaches what it will charge your business in future.

The relentless price hikes, arbitrary shifts in pricing models, and a barrage of inconsequential ‘features’ have marred our user experience. The introduction of seemingly sophisticated AI enhancements, rather than adding value, has become an excuse to inflate costs without delivering proportional practical benefits. Features that promised efficiency, like AI email summarisations, have ironically complicated the process rather than simplifying it. Our usage patterns and benefits from the software have remained largely unchanged over the past 3-4 years, rendering the newly added features rather irrelevant in enhancing our operational efficiency.

Furthermore, eDesk’s recent ticket-based ‘unlimited user’ offering has revealed a strategy that seems more exploitative than empathetic. It appears to be a superficial gesture, presenting an illusory advantage, particularly to small businesses. However, in practice, this model is riddled with impracticalities and prohibitive costs, making it an unfeasible choice for any business beyond a minimal size.

The prevailing sentiment is one of disappointment. eDesk seems to have shifted its focus away from fostering success and ease for its diverse user base, leaning instead toward capitalizing on small businesses through restrictive, overpriced offerings. Their approach seems to prioritize profit maximization over genuine service enhancement and customer satisfaction.

In conclusion, eDesk has failed us. Their strategy seems driven more by greed than a desire to offer impactful, value-driven solutions to their users. Their current trajectory raises critical questions about their commitment to customer success and the ethical considerations of their business practices. This is a warning to potential customers for vigilance and a plea to eDesk to re-evaluate and realign their strategies with the true needs and values of their customers. the focus should be on delivering tangible value, practical improvements, and a pricing model that respects customer loyalty and reflects the actual utility of the service. An honest, user-centric approach is crucial to sustaining trust and satisfaction in this competitive domain.

UPDATE:

I would like to correct a misconception regarding the "discount" you mentioned. The price we have been paying for eDesk was never a discounted rate but rather the standard rate at the time of our purchase. To characterize the avoidance of a price hike as a discount can be misleading. A discount implies a reduction from the standard price, which has not been the case for us. We have been consistently paying the advertised price, which has now been substantially increased.

We're being charged 360% of what we paid only 3 years ago and you think this is "below the rate of inflation" - I'm lost for words!

As the CEO of a small business, I regretfully have to advise others to steer clear of eDesk based on our experiences.

Multiple Plans Added to Cart:
The very first problem arose during the checkout process. We had initially placed the Professional plan into our cart but reconsidered and chose the Performance+ plan the following day. However, the checkout process didn't give us a chance to review our cart, and we were unknowingly billed for both plans.

Customer Service's Misstep:
During the setup, we sought assistance through eDesk’s customer support feature. The customer service representative informed us that we were running two plans simultaneously and offered to remove one. Assuming it was a system glitch possibly related to a trial we used previously, we agreed. To our surprise, they removed the less expensive Performance+ plan that we had intended to use.

Misleading Ticket Counts:
Adding to the confusion, eDesk claimed that we had 130 support tickets when we actually had no more than 5. They used this claim to justify not allowing us to switch to the more suitable Performance+ plan. After a strenuous review of the Json file ourselves, it became clear that their ticket count included emails processed even before we had an eDesk account.

Lack of Accountability:
When we confronted eDesk's Customer Success Manager about these egregious errors, she stated that she had no understanding of how their own billing or ticket system works. She made no effort to correct the problem, thereby denying us any refunds or plan adjustments.

Final Thoughts:
While eDesk may promise efficiency and streamlined customer service management, our experience was nothing short of a nightmare. With misleading billing practices, an inadequate customer service response, and zero accountability, I find it impossible to recommend eDesk to any business, let alone small businesses running on tight budgets.

Excellent customer support, explains thoroughly.

Customer support is always very helpful and prompt

All the tools I need to help my customers, and a great price too!

Very quick response time, incredibly helpful and fixed a major issue for us quickly!

We are using eDesk now for years and are happy with all their features and support.
Things can break or not work but this is always addressed in a friendly and timely manor.

Really responsive and friendly customer support, product works really well and helps with the day to day, if any minor issue arises, the support team are always available and help resolve the issue quickly

eDesk is super responsive and often fixes any issues within moments of learning about it. If it is a larger task they always inform me of the next steps that they are taking to resolve the issue or if there is an update that is going live soon that will fix the problem we are experiencing.

Quick response, inquire resolved, kindly agent.

Work with E-desk for my company. The support is always prompt and efficient.

Extremely solid customer service software and Yuri on chat support has been helpful more than once with things such as inputting new stores etc. Highly recommend this software to any eccomernce merchant that sells across multiple platforms.