Last updated on
Company health
Ratings
eDesk description
eDesk is customer service software designed for online retailers. It helps businesses manage customer queries from multiple channels like Amazon, eBay, and Shopify in one shared inbox. eDesk uses AI to automate responses, suggest answers, and analyze customer sentiment to speed up support and improve customer satisfaction. It also offers real-time reporting to track performance and integrations with popular eCommerce platforms.
What companies are using eDesk?
Who is eDesk best for
eDesk is a customer service software designed for online retailers selling across multiple marketplaces like Amazon, eBay, and Shopify. It centralizes customer messages into one inbox and uses AI to automate responses, suggest answers, and analyze customer sentiment. Users love its consolidated inbox and AI features but dislike occasional glitches and pricing. It's best for small to medium businesses looking to streamline customer support and improve response times.
-
Best for small to medium-sized businesses.
-
Ideal for online retailers, especially those selling on multiple marketplaces.
eDesk features
| Supported eDesk integrates with e-commerce platforms to manage orders and transactions. |
| Supported eDesk offers a shared inbox with smart features for efficient collaboration and response management. |
| Supported eDesk supports omnichannel communication including email, chat, social media, and phone. |
| Supported eDesk offers customizable reporting tools to identify trends and make data-driven decisions. |
| Supported eDesk uses AI to automate responses, analyze sentiment, and categorize messages. |
| Supported eDesk is designed for eCommerce customer support, integrating various sales channels and automating responses. |
| Supported eDesk uses AI to generate responses, leveraging knowledge base and past interactions. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
eDesk reviews
We've summarised 89 eDesk reviews (eDesk GetApp reviews, eDesk Software Advice reviews, eDesk Capterra reviews and eDesk G2 reviews) and summarised the main points below.
- Centralizes customer messages from various marketplaces (Amazon, eBay, Shopify) into one inbox.
- AI-powered features automate tasks like suggesting responses and analyzing customer sentiment.
- Offers a wide range of integrations with popular eCommerce platforms and tools.
- Provides detailed reporting and analytics to track customer support performance.
- User-friendly interface with customizable templates and snippets for faster responses.
- High subscription costs with frequent price increases, making it unsustainable for some users.
- Occasional glitches and bugs reported, impacting workflow and efficiency.
- Limited functionality in the mobile app compared to the web version.
- Customer support, while generally helpful, can be slow to respond at times.
- Some users find the AI features, particularly the email summarization, to be inaccurate or not useful.
eDesk pricing
The commentary is based on 13 reviews from eDesk Capterra reviews, eDesk G2 reviews and eDesk GetApp reviews.
eDesk's pricing is a recurring concern. Users frequently cite unexpected increases and confusing billing practices as major drawbacks. Some find the software overpriced, especially for small businesses, despite useful features. Others mention a confusing pricing structure and hidden fees.
Users sentiment
See the eDesk pricing page.
eDesk alternatives
GorgiasBetter suited for high-growth businesses due to faster employee growth. Higher ratings on Glassdoor suggest better user satisfaction. More industry coverage, including hospitality, transportation, media and marketing. Offers pre-sales conversations and a customizable sidebar. An eDesk alternative and competitor.Read more
FreshdeskBetter suited for businesses across various industries and scales. Has more momentum based on employee growth. A strong Freshdesk alternative for a broader audience.Read more
KustomerBetter for larger businesses with high support volumes. Broader industry applicability. Higher rated by users, and has more momentum.Read more
Help ScoutBetter suited for a wider range of industries and has more momentum. A strong eDesk competitor and alternative for growing businesses seeking streamlined customer service.Read more
TidioBetter suited for businesses focused on live chat and chatbot functionality. Caters to a wider range of industries including Education, Real Estate & Construction, Hospitality & Tourism, Media & Entertainment, and Marketing & Advertising. Has slower website traffic growth but higher ratings on Glassdoor.Read more
Zendesk Support SuiteBetter suited for larger businesses and a wider range of industries. Has more momentum based on employee growth. Provides a self-service portal. A popular eDesk alternative and competitor.Read more
eDesk FAQ
What is eDesk and what does eDesk do?
eDesk is a helpdesk software designed for online retailers. It centralizes customer interactions from various marketplaces like Amazon, eBay, and Shopify into a single inbox. eDesk uses AI to automate responses, analyze customer sentiment, and offer real-time reporting, streamlining customer support and boosting efficiency.
How does eDesk integrate with other tools?
eDesk integrates with popular eCommerce platforms like Amazon, eBay, and Shopify, centralizing customer messages into a single inbox. It also connects with various other tools to enhance customer support workflows and reporting capabilities.
What the main competitors of eDesk?
eDesk's main competitors include Tidio, Yuma AI, ControlHippo, Tiledesk, and Salesforce Service Cloud. These alternatives offer similar features such as shared inboxes, AI-powered automation, and integrations with popular eCommerce platforms.
Is eDesk legit?
Yes, eDesk is a legitimate customer service software designed for online retailers. It's known for its AI-powered automation and multi-channel inbox but is considered expensive by some users, with occasional software glitches also reported. If you're looking for eDesk alternatives, consider exploring options like Yuma AI or Tidio.
How much does eDesk cost?
eDesk pricing is not publicly available. Contact eDesk sales for a customized quote based on your specific business needs and desired features.
Is eDesk customer service good?
eDesk's customer service receives mixed reviews. While some users praise the helpful and responsive support team, others report slow response times and difficulty resolving complex issues. Some users also mention poor communication and overbilling issues.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.