eDesk ‑ AI, Helpdesk & Chat · Store management
Every review we hold for eDesk ‑ AI, Helpdesk & Chat, quoted in full, with the store that wrote it.
Bigger stores rate eDesk ‑ AI, Helpdesk & Chat at least as well as the crowd does. The store behind each review is the part the App Store never shows.
16 reviews pulled · 16 long enough to quote · 2023-07-02 to 2026-04-01
Every review we hold, newest first
It's wonderful to have our Ebay, Amazon and Shopify messages all come into one place. Previously we were using a gmail acount, which was the cheapest way but did not provide for a way to keep track of open and closed messages. From eDesk we can message, cancel orders, assign messages to specific customer service reps and do refunds for all of our marketplaces. My staff was upset when we moved over to eDesk. As the business owner I set it up and our agent complaining started - for a couple of days. Then everyone started to see how much easier customer services becomes with Edesk. There is a learning curve to eDesk but it's well worth the effort. We don't use the eDesk ai auto response but do use templates to answer the same questions, which saves us a ton of time. We've been using eDesk for about 18 months. We also use Shipstation, reason being Shipstation keeps the customer address available. Apparently eDesk has a different privacy agreement with Amazon and cannot show addresses after the items have been shipped. Shipstation (there's a free version) with eDesk is a great one two punch. When we have support questions with edesk we usually get an answer back within a couple of hours. As a business owner, it costs us a minimum of 50 cents a minute to do anything. The time savings with Edesk pays for itself many times over.
Spectral Paints · spectralpaints.biz · outside the top 100k
Been using eDesk since two years now and it's the best CRM tool I could find out there. Runs stable and has exceptional (human!) support. They helped me with every problem I encountered along the way. Big props for that. Maybe a little pricey, but you get what you pay for. Only concern for me for the last couple of months is that the integrated AI system seems a little weak compared to current models. Wish for an upgrade or even the ability to choose ones own model via API.
Ausgeknipst · ausgeknipst.de · outside the top 100k
Have been using eDesk for many years - great piece of kit - highly recommend
Rymora · rymora.com · outside the top 100k
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
cellier.co.uk · cellier.co.uk · outside the top 100k
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.
ZYBUX · zybux.co.uk · outside the top 100k
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.
curtainsdirect2u · curtainsdirect2u.co.uk · top 100k store
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!
Leven Rose · levenrose.com · top 100k store
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!
Bugatti Collections · bugatticollections.com · top 100k store
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!
RESPONSIBLE · unranked store
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.
Double Wood Supplements Intl. · doublewoodsupplements.store · top 100k store
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.
Universal Textiles Outlet · unranked store
Its really difficult dealing with this company's support to get set up. When in their shopify app, if you minimise the chat window in the middle of a conversation the conservation disappears and theres no way to reopen it to respond. It takes you back to the AI chat bot in the beginning and you have to start again asking for a new agent, entering all your details, and finding another agent etc. It does this consistently. Secondly, when talking to an agent in the chat, (not even minimising the chat window) it randomly disappears. I try to reopen the chat conversation, and no agents are available. What I suspect is happening is the agents finish their shift so the chat makes the agents unavailable, and cuts right in the middle of troubleshooting! And no one gets back to you. So you go to email support... But email support is not much better. I have to ask the agent to address my question multiple times because its like they don't even read your email. They will send you instructions to do what I've already completed. Im still waiting. This time wasting is extremely frustrating when you're trying to run a business. The feeling I get from these guys is that my business is not important enough for them to put in an effort. Im still waiting on them to help with issues setting up the mailbox. Its worth noting that if you intend to use their whatsapp integration, it will cost an extra $50USD a month. They claim the cost is past on from facebook/Meta. But we previously have used richpanel who also use 360dialog, and they don't charge extra for whatsapp, neither does Reamaze. And edesk have absolutely no flexibility on pricing whatsoever. Despite one agent advising me the opposite. The app itself has some advantages over other CRMs we've used Richpanel and reamaze. Particularly with inbox AI prioritising. Ultimately Im having to weigh up the AI prioritising advantage on one hand with the excessive whatsapp price, poor support experience, and confusing support advice on the other. But Im close to giving up.
Spy Monkey Surveillance · www.spymonkey.com.au · outside the top 100k
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.
MoYou London · moyou.co.uk · top 100k store
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.
Wave Spas UK · unranked store
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.
samawa perfumes · samawa.ae · top 100k store
ive installed it but i cant see any AI answers or how i can do it. Ive watched the Videos for the Beggining... there is no explaination about the ai answers. i also cant add any oder informations... sorry but i need to deinstall this APP. Where are all the AI power you talking in your app describtions?
Diamond Painting.de · unranked store