eDesk Reviews

EDesk is Excellent for many reasons, but my favorite reason is that it saves me so much time with customer service. The Template Feature is outstanding. I have many standard responses that I can pull up in seconds. I also love that the Ai sums up long emails into a few sentences. And the Ai keeps getting smarter. It's like having a personal assistant. I am confident that the Ai will be able to handle the majority of my customer service in the near future.

The only downside is that there is a slight learning curve to get started. (But there is with anything new.) The good news is that eDesk will work one on one with you until you're up and running.

All of our Customer Service is handled through eDesk. The software keeps track of all of our communications with our customers. This includes phone calls. It organizes the messages, and makes it very simple for me to answer the customers. Using eDesk has easily cut my customer service time in half. I love it, and I'm not sure how I managed before I started using it.

.We have linked multiple sites so that all the customer reviews we can see and manage easily

Nothing, the tool automates the customer reply too

Saviour for customer service, can manage all the customer queries and reviews

Marketplaces integration such as eBay Amazon and Walmart.

Order details for a particular Customer related to tire size and model for which the customer is contacting us.

Customer purchases are segregated by the number of orders placed. The number of purchases by the customer through a particular Marketplace.

Easy reply and do not get separate threads of email from a customer.

.the fast response we can manage when using the ticket assignment

is nto that easy to contact the customer support line

the way we can respond to the costumer in his sustoemr service questions from multiple agents and have a tracking of how many ticket an agent has answered is a good tool when using

Quick and easy. Great customer support.

I have not had an issue with the product.

Carlos corrected 2 agents who were not able to access Edesk for our business.

Carlos was very helpful and attentive when we reached out for support on a technical issue that prevented us from adding a new user. The issue was escalated to the tech support team and fixed as quickly as they could manage. Thanks for passing the issue along and getting back to us when the issue was fixed.

It would be nice if the webchat feature had an optional alert sound or notification for when a customer responds in an open chat. The only notification on chats is when a customer starts a chat right now, but if there was a subtle alert or even just an icon for new responses when in multiple chats it would help the customer have a experience and less wait time

data reporting is fantastic!

All communications with customers can be centralized in one location which makes for easy organization.

You have to either switch to their live chat (with limited features) or use your own separately. You are not able to integrate your current live chat within this software.

Take advantage of the free trial and a demo for best understanding of the product.

Customer communication effectiveness and management.

This is the only SaaS that I've come across that actually interfaces, directly with the marketplaces.

There are a few bugs that hey don't seem to either want to work out or they just haven't bothered. They are more bothersome things, than broken, but they are annoying.

Also, it is hard, sometimes, to figure out what's actually needing to be done, because it will often change the ticket to the wrong status or not let you change to the one that you want.