xSellco Helpdesk Features List

xSellco Helpdesk Reviews

xSellco Helpdesk

The only purpose built e‑commerce help desk

4.62/5 (38 reviews)
3,364

xSellco Helpdesk Feature Summary

  • 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

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Competitor Feature Comparison

Mobile apps

iOS App


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Requires iOS 6.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


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xSellco Helpdesk Feature Reviews

25 reviewers had the following to say about xSellco Helpdesk's features:

Aric Shelko

Great tool.

2017-07-13

Pros

I like the visibility into customer service activities. I like standardizing our messages.

Cons

Better scheduling of follow up activities.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No

Response from XSellco


Hi Aric,

Thank you for your review! As we continue to grow, feedback from our customers is so valuable in making informed product decisions, so thank you for taking the time to share your experience with us.

Kind regards,
Lorna

Read more
Andy Robinson

Excellent for Ecommerce Retailers

2018-02-07

Integration with Ecommerce Software Populated canned responses to save time and increase personalisation experience Integration with live chat on website Single view of all customer support channels

Pros

We used to have various plugins or systems that would pull in customer order data, or have to manually copy and paste the customer's email address into Shopify to search for their order details.

Cons

Some of the interface needs work, but when you get used to that there are 0 issues in using the system.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Xsellco


Hi Andy,

Thank you kindly for your review. It's great to hear you're finding our software useful for your business. Your feedback is very valuable to us, so we appreciate you taking your time to provide us with it.

Feel free to reach out if you ever have any questions.

Kind regards,
Holly

Read more
Dominic Rannie

We have been using XSellco's Helpdesk product for over a year and find it largely does all we need.

2017-12-19

Allows us to efficiently manage customer messages from all our sales channels.

Pros

- Good automation with templates and rules

Cons

- Average reporting features that do not allow for exclusion of spam from ticket volumes and lack granular control. - Habit of truncating long message subjects (although I think this has been resolved now)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Sending customer emails was so hard before this

2017-12-18

Answering emails, integration with 3rd party software, feedback emails, auto translating customer emails

Pros

The templates feature is amazing

Cons

UI could be imporved and rules are not the easiest to understand but getting in touch with the help desk always fixes any issues

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Excellent customer support software

2018-02-07

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Ben Griffiths

Fantastic UI clean and simple, data is easy to visualize from the dashboard!

2017-07-17

Pros

Everything integrates into the same dashboard.

Cons

Filtering message by a channel is not possible or not obvious. When hovering over the heart icon or the bell, there isn't anything to explain what this is. Iconography is great but only if the user is informed as to what it is. A heart icon to one person could be understood as something completely different to another person. Tooltips never hurt anyone.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from XSellco


Hi Ben,

I really appreciate your feedback! This is really interesting and something I'll definitely pass onto the team. The filtering function in the software is in fact quite granular, so this is definitely possible.

Could you send an email to our support team at support@xsellco.com and ask them to put you in touch with me? I'll be happy to go through this with you.

Kind regards
Lorna

Read more
Anonymous
A verified reviewer

Great customer support. great software, couldn't manage without it now

2017-11-16

Pros

Functionality on iPhone app (although it's not wonderful, and it's hard to select response from drop-down menus on iPhone).

Cons

Would like more integration with Linnworks, and courier website to allow the tracking link to view more information rather than just taking us to a Google search for the tracking number (which doesn't do anything)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Pellegrino Lombardi

good experience, there is much to improve

2017-12-18

Pros

lots of customization features, supports multiple accounts, multiple languages, all in one place.

Cons

It needs to improve the ebay money back guarantee cases management.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Easy to use software

2017-11-01

Ease of controlling the customer service part of the company from one program

Pros

You are able to link all your sales channels and social media accounts to the program to have your customer service in one place.

Cons

We have had some glitches with the auto responders but every time we have reached out to customer service they are eager to help

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jon Mayo

Great if you need to manage a busy customer service inbox

2017-12-13

Time saver, stream lining customer contact for all channels

Pros

Easy to use, reliable, connects with all the services we need, Magento, eBay, Amazon + social channels for customer direct messages.

Cons

As you can't send third party links in eBay or Amazon messages it would be great to have this flagged before sending to stop warning messages from them.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Joe Kl

Perfect.

2017-06-07

Pros

Simplifies and organizes all incoming and outgoing emails and feedback, were talking about five+ selling channels.

Cons

I would prefer if they also served as a listing tool and inventory management, once they already have so much info of our stored up.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Other

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
erdem ozden

I set-up a trial account to compare with other email solutions. Setup was very easy.

2017-09-29

Pros

Easy to setup and user-friendly.

Cons

Repricer: We are a private brand. I don't actually need a repricer, but I need to find out piggyback sellers who list knock-offs on our product pages.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Adam

Really useful tool, saves time and has nice UX. Has room for improvement

2017-11-28

saves time and brings CS all under one roof.

Pros

The biggest pro is the fact that you can see the order details in the sidebar when dealing with tickets, this is the biggest win over other helpdesk software we demoed.

Cons

The organisation and filter options of the tickets, allowing the customer greater control. This could be greatly improved.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
rob perkins

Has made our help desk much more streamlined.

2017-12-13

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

Pros

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.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Menachem Schapiro

A great way to communicate with your customers across multiple eCommerce sales channels

2017-12-13

Centralized customer communication

Pros

One platform to use for multiple eCommerce sales channels Customer Service email communications.

Cons

The need for better way to filter out multiple emails that are sent to multiple email address that are all linked to Xsellco.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Michaela Phillips

Excellent, easy to use and function.

2017-12-04

Pros

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

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Henry Zellweger

Perfect help desk tool for moving to multi channel selling

2016-08-04

Pros

I love how the software feels like it is designed for me as an online seller and I don't need to adjust loads of settings to make it fit my business model lie some C-suite orientated help desk tools I've tried.

Cons

There is very little I dislike about XSellco Fusion but if I had to pick one thing it would be small. Integration with CRM and Marketing tools.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Likelihood to recommend

10/10

Recommendations to others considering xSellco Helpdesk

If you are a serious seller on Amazon or eBay and looking to built a true multi channel sales business you need a help desk like XSellco Fusion that is designed with you business needs in mind.

Source: Software Advice
Helpful?   Yes   No
Read more
Ray Jones

Cut my support time by half

2015-01-05

So we choose from a standard template response with just one click.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
( company, 11-50 employees)

Great experience

2018-02-06

Pros

I like that the interface is very easy to use.

Cons

I do not like the fact that i cannot create new messages to customer directly through the online software portal.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Xsellco


Hi there,

Thank you for your review! We always appreciate customer feedback.

If you are trying to contact a customer through a marketplace such as eBay or Amazon, you need to go to the Orders tab in your xSellco dashboard > locate the order > Create new ticket.

If you have any other questions, please feel free to reach out to us at support@xsellco.com

Read more
Anonymous
A verified reviewer

Does what I need it to do, and affordably.

2017-11-16

Pros

The helpdesk that imports all of my customer service messages is amazing, streamlined, and easy.

Cons

Sometimes there are glitches with the repricing software, but it's few & far between. More often than not, it does a fantastic job.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Jack Tsang

Okay

2017-12-06

Okay

Pros

Easy to use and support many platforms like Ebay, amazon..... and also Channeladvisor that it the most important for me

Cons

Not really support Walmart as a whole like ebay and Amazon, only forward email but can not open the order via Channeladvisor.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Jordan Vazquez

Useful but not the easiest to naviagte

2017-08-03

Messaging customers in an orderly fashion.

Pros

It makes it easy to track customers emails and know what is going on in every circumstance. The search tool to find warranty or damages is awesome.

Cons

It doesn't store conversation we started with customer if we went in through amazon to message customer directly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Janet Ryan

Made a huge positive difference to our business, wish I'd found it sooner

2018-02-13

Pros

Made order out of customer service chaos, allowed us to stay on top of customer issues, fully integrated with Amazon Seller Central,

Cons

Set up was challenging until we got their support team involved in helping us. I recommend reaching out for help right from the start

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Jason Church

I really like the software. We have been using it for several months.

2018-02-06

Pros

Keeps everything organized and in one spot for our company. It has been very helpful for staying connected to our customers.

Cons

I wish that the iPhone app was more functional.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Azim Qazi

Good team, helpful on the implementation process

2017-07-13

Pros

Ease of use. the implementation process was pretty quick and it was very easy to see the benefits of the platform within weeks of going live.

Cons

Not integrated with all MPL's - we're doing a gooed amount of business with MPL's you arent integrated with. Support isn't 24hrs, this is probably a big issue for N American customers.

Rating breakdown

Value for money
Ease of use
Features

Time used: Less than 6 months

Frequency of use: Other

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from XSellco


Hi Azim ,

Thank you for your review! Your feedback is so valuable to us in making informed product decisions and improvements. I am glad that you are enjoying the software and your feedback will be taken on board by the team.

Best regards
Lorna

Read more