xSellco Helpdesk Pricing, Features, Reviews & Comparison of Alternatives

xSellco Helpdesk

The only purpose built e‑commerce help desk

4.47/5 (44 reviews)

xSellco Helpdesk overview

What is xSellco Helpdesk?

xSellco is the helpdesk built for e-commerce. We centralize customer support queries from your webstore, marketplaces like Amazon, eBay and your social media into one dashboard. Customer information, order details, previous purchases, delivery information and conversation history are automatically attached to every incoming message so you can send fast, personalized messages in a couple of clicks. The unique auto-translation feature also allows you to expand to international markets without the need to hire a multilingual team.

Designed for e-commerce, xSellco helps you sell more with a better customer experience, whilst making the time to focus on growing your business. With a full view of your customer, a host of time-saving features and powerful reports to help you identify areas of improvement, xSellco makes selling on multiple channels as easy as selling on one.
www.xsellco.com

Pricing

Starting from
$79/month
Pricing options
Free trial
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English, French, German, Italian, Spanish
xSellco Helpdesk screenshot: xSellco automatically sorts incoming messages to the relevant folders, so you can prioritize and assign messages to your teammates. See exactly what type of query you're dealing with at a glance, and attend to urgent queries like cancellations at once.xSellco - The Suzuki GB StoryxSellco Helpdesk screenshot: Get a complete view of your customers and their order details built into each message. Product, order details, delivery information and previous communications are automatically attached to every incoming query. xSellco Helpdesk screenshot: xSellco analyzes trends in your customer support queries, so you can focus on areas that need improvement. View ticket volume by store, language, query type and create templates to help speed up these responses. xSellco Helpdesk screenshot: xSellco automatically translate queries from international customers and translate your reply before sending. Xsellco opens up opportunities for businesses of all sizes to sell more on international markets without needing a multilingual support team.

xSellco Helpdesk reviews

Value for money
Features
Ease of use
Customer support
  4.2
  4.1
  4.2
  4.3
Anonymous

Excellent customer support software

Used daily for 1-2 years
Reviewed 2018-02-07
Review Source: Capterra

Pros
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.

Cons
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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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rob perkins

Has made our help desk much more streamlined.

Used daily for 1-2 years
Reviewed 2017-12-13
Review Source: Capterra

Streamlined our customer service team role by providing the right information with the tools to action it.

Pros
It has taken all of our marketplace messages, from eBay to our website and combined them all into one easy to understand message inbox, it is ordered so your always replying to the most urgent messages first no matter which marketplace the message has come from, it also has a count down timer next to each message so you know how long each message has been waiting, particularly important when Amazon requires a reply in 24 hours. One of the main advantages is that most if not all messages sent from a customer will import into one message thread, so if a customer is trying to play customer services off different representatives it is great for reading back through what has or hasn't been said, both by the customer and your own customer services. There are a number of other features such as auto reply's and folder sorting an flagging that we haven't used, but they seem like very useful features for some business. One area that has helped greatly save time is the template feature that drags in customer information, allowing you to have a list of predetermined reply's but the emails are still personalised to the customer, with names, addresses, usernames etc all importable to a message. Xsellco are always developing the platform and adding new features, live chat is something we plan to explore further in the future, all in all a great bit of software.

Cons
From a set up point of view, having to attach each market place individually for each country you sell in can be a long process, given the Amazon integration requires a little more work than the eBay sites also, that is more to do with Amazon and eBay, rather than Xsellco though. Their is a lot too Xsellco also and option can be hidden in menus you'd not think to look in. I think an ability to have a test environment within Xsellco would be beneficial for automated reply testing and generally helping you test templates etc. The live chat does need fleshing out a bit, but as previously stated, they are updating all the time. Overall not many negatives.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Rachel Kaphing

It used to be so good

Used daily for 1-2 years
Reviewed 2020-05-29
Review Source: Capterra

Overall, we are disappointed with the product and the service.

Pros
When "eDesk" was "xsellco" it actually worked, so that was nice.

Cons
It doesn't work. You have to close out the software sometimes to get it to refresh. You will occasionally not be able to open attachments, use snippets, or copy/paste. You will check all folders to make sure there are no overdue messages and then come in the next day to several messages that spontaneously appeared overnight. The "To Do" folder will say one number but then there is not that number of messages in the folder, so the information it displays isn't correct. Every time we try to talk to customer service, they tell us how to sort the messages within the folder, which is not even the complaint we have (though the filters do reset every single time you leave the folder, so you have to re-organize all of your filters every time). Overall it is a terrible site that took away all of the functionality that it previously had. They claim that it is six times faster to answer emails, but it takes twice as long. It reformats your snippets in messages to add extra spaces that need to be taken out every time. It is all ridiculous, especially because it USED to work.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 0/10

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Ryan Snell

Does a great job of providing support for eBay and Amazon

Used daily for 2+ years
Reviewed 2017-11-16
Review Source: Capterra

Amazon requires prompt response to customer inquiries, as does eBay. Customer questions, return requests, etc. all come into one easy inbox so it keeps the customers happy, and it keeps our selling channels happy with us.

Pros
Not many competing help desk services do a good job of combining eBay and Amazon support into one inbox to create trackable tickets that can be handled by a team.

Cons
It is pricy, especially when combined with other XSellco products. They all work very well, but the monthly or yearly costs really add up. At the end of the day, we continue using them so it must be worth it :)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Michaela Phillips

Excellent, easy to use and function.

Used daily for 2+ years
Reviewed 2017-12-04
Review Source: Capterra

Pros
Fusion - I love how easy it is to complete emails, how it groups all the history together and fills out all of the customer's information. Repricer - this is great, simple to use and I love how I can make many decisions from the data Xsellco gives. Bulk import/export - Such an easy section to use and saves so much time for bulk repricers!

Cons
I wish their was an "update" button when a repricer/static is set, rather than simply "refreshing" the page. This can sometimes glitch out and now save your static which is irratating.

Rating breakdown

Value for money
Ease of use
Features
Customer support

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xSellco Helpdesk pricing

Starting from
$79/month
Pricing options
Free trial
Subscription
View Pricing Plans

Starter:_________________$79/month - 500 tickets/month
Small:________________$189/month - 2000 tickets/month
Medium:______________$299/month - 4000 tickets/month
Large:________________$459/month - 8000 tickets/month

xSellco Helpdesk features

API
Customizable Templates

Access Control (83 other apps)
Activity Dashboard (127 other apps)
Automatic Notifications (101 other apps)
Content Management (126 other apps)
Custom Forms (88 other apps)
Customizable Branding (149 other apps)
Data Import/Export (120 other apps)
Drag & Drop Interface (115 other apps)
Electronic Payments (106 other apps)
Order Management (87 other apps)
Product Catalog (98 other apps)
Reporting & Statistics (116 other apps)
SEO Management (88 other apps)
Search Functionality (105 other apps)
Social Media Integration (89 other apps)
Third Party Integration (178 other apps)
Website Management (87 other apps)
eCommerce Management (99 other apps)

Videos and tutorials

Additional information for xSellco Helpdesk

Key features of xSellco Helpdesk

  • Ticket management
  • Email templates
  • Feedback management
  • Help desk management
  • Real-time reporting
  • Barcode scanning
  • Accounting integration
  • Channel management
  • Customizable templates
  • Auto-responders
  • Visual analytics
  • Tracking features
View All Features

Benefits

One simple dashboard that centralizes customer support queries from any sales channel.

Complete view of your customer in each message. All order details, delivery information and previous conversations are automatically attached to every message.

Track key metrics like response times and message volume to identify areas which may need improvement.

Automatically translate all incoming global queries and translate your reply before sending. Expand globally without the need for a multilingual team

Make sure you maintain perfect response time scores by prioritizing messages according to your response targets.