eDesk

Nov. 4, 2024

Brilliant app and a great support team behind it, as an omni channel business this has been invaluable in consolidating customer service requests from a wide range of channels all with differing setups and profiles. Loads of time and resource saved on sorting and resolving customer issues and the team are always keen to help optimise it's functionality within your business

Oct. 10, 2024

This app is outstanding and offers exceptional value for money by significantly reducing the time spent responding to messages. eDesk streamlines customer service, making it far more efficient and manageable. I can’t imagine how we would operate without it.

Oct. 11, 2024

Their AI is a game-changer, providing fast, accurate responses and freeing up agents for complex issues. We're thrilled with the results and highly recommend eDesk.

Oct. 9, 2024

We've been using eDesk for a little over a month, and I have to say that the features it has are incredible! The only thing that I do not like is not being able to personalize the main set up. For example, I'd like to create individual sections for each company, within the company. For example, there is a section called "New Tickets" and "To Do" and it will show a number beside it to indicate how many tickets are in it. Those folders do not work for our company so we had to create pinned filters. The filters do not show a number next to it to indicate how many tickets or if a new one comes in. The pinned filters are also located further down that the "To Do", and it's a bit confusing because you are drawn to the "To Do" rather than a pinned filter. But all in all, the features are great!

Oct. 9, 2024

Our experience with eDesk over the past year has been nothing short of transformative for our customer service team. The platform's ability to consolidate all aspects of customer communication into a single, cohesive interface has been a game changer. This integration has remarkably streamlined our workflow, enabling our team to access essential information efficiently and collaborate more effectively. They have great features and allow us to create many templates to make our response time to our customer faster. We do recommend having this tool part of your customer service team!

Sept. 30, 2024

We've been using eDesk for over a year now and we couldn't recommend it enough! We are able to keep all our socials and marketplaces in the one space where they are individually categorised and tagged for convenience. The features and tools are endless! It is also brilliant for reporting!

Sept. 25, 2024

I have been using eDesk for 9 months now and definitely recommend it for businesses. Replying to customer support tickets is now incredibly efficient, saving me so much time and effort. Plus, I love that I can connect and manage multiple marketplaces all from one place. It makes my workflow so much smoother! They have a lot of great features to help that I love including assigning rules, snoozing tickets, insights, a chat/widget option.... it's endless! One of my favourite features is the AI tool—it’s a fantastic addition that really helps streamline my responses. I’ve encountered a few minor issues along the way, but I must say, the I.T. team is exceptional. They’re quick to respond and resolve any problems I’ve had, which gives me great peace of mind.

Sept. 25, 2024

This is such an amazing tool for customer service. It does not matter if you are a big company like us or a small one. Integration with marketplaces streamlines communication by centralising messages, automating responses to common customer inquiries, and providing multilingual customer support. Since we are with eDesk our customer volume has grown but because of their sufficiency, we have not yet needed to extend our team. Having such a tool is fantastic.

June 18, 2024

I have been using eDesk for managing customer interactions, and I must say, it is nothing short of a game-changer. The platform offers an incredibly efficient way to handle customer service with its seamless integration capabilities. Connecting eDesk with our existing systems was absolutely effortless, saving us valuable time and resources. One of the standout features is the new AI-powered tools. These features have significantly improved our response times and the quality of our customer service. The AI assists in categorizing and prioritizing customer inquiries, ensuring that our team can focus on what matters most – providing exceptional service. The AI chatbot deserves special mention. It is remarkably effective, handling routine inquiries and providing instant responses to common questions. This has not only reduced the workload on our support team but also ensured that our customers receive timely and accurate information. The chatbot's ability to learn and improve over time has made it an invaluable asset to our customer service operations. Another remarkable feature is the dynamic translation tool. This tool has been a revelation for our global customer base. It automatically translates messages, allowing us to communicate effectively with customers in their preferred languages. This has greatly enhanced our customer satisfaction and broadened our reach. Overall, eDesk has proven to be the best solution on the market for customer management. Its advanced AI features, including the impressive chatbot, and effortless integration capabilities make it an indispensable tool for any business looking to excel in customer service. I highly recommend eDesk to any organization seeking to improve their customer management processes.

July 4, 2024

This is probably the best customer service app out there. It actually connects to all the channels smoothly (all social accounts other web stores and B2B channels). They have an endless amount of tools all depending on what your business requires. The AI bot Is extremely efficient and actually reduces customer tickets by about 60%. Their customer service is 5 star, they are responsive and willing to walk you through each process. Ana helped me out with the most dedicated service. Totally worth every penny.

July 31, 2023

The staff has been helpful but need some improvements in functionality, which they have agreed to fix. When the issues are fixed, I would increase my rating for this app.

Sept. 22, 2022

We use this app for 2 Shopify stores. We are very happy with the platform. I especially enjoy the native integrations with all the other apps we use; Shipstation, Seller Central and Aircall to name a few.

Sept. 15, 2022

Been using eDesk for years through our various stores. Latest live chat version looks really professional, support staff are very helpful and app is easy to manage. Makes multi-channel messages infinitely easier.

Sept. 2, 2022

It took us a little while to get rolling with eDesk, but the support team were more than happy to help with our queries, and even basic functions like being able to leave an autoresponder running over the weekend have been hugely beneficial to our Customer Services team's wellbeing. We use markets other than Shopify, and nobody likes being the one having to answer emails on Christmas day!

Aug. 29, 2022

I have been using eDesk for over 7 years, back to when it used to go by the name of ReplyManager. It has evolved in to a highly sophisticated piece of software that sits in the cloud and handles all of your customer enquiries. The automation and system itself is second to none. I would highly reccomend.

April 15, 2024

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.

Nov. 2, 2021

Handling customer tickets definitely becomes much quicker and easier after using edesk. It has a great support team that handles any queries quickly and resolves them for you. We are happy to use this app. Would love to have an integration option with the onbuy marketplace aswell.

Oct. 5, 2021

Great team who provide a great service thank you. Really helpful app which makes managing customer service so much easier.

Oct. 4, 2021

I don't love the interface if I am honest and due to a breakdown in communication at the start of the year (they didn't explain what the implications of removing an old channel was!) we have lost ALL of our historical communication with customers HOWEVER I would still recommend this app. CS is great and they usually sort stuff out pretty quickly.

Sept. 27, 2021

Chat support reps are very attentive and helpful! I highly recommend eDesk for startup companies as they are easy to work with.