Xsellco

xSellco Helpdesk

4.5 / 5 17 reviews

Who Uses This Software?

From startup to enterprise, Xsellco helps online retailers of all sizes take the complexity out of multichannel customer support so they can support more customers faster.


Average Ratings

17 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $79.00/month
  • Pricing Details
    Pricing is ticket based. Add unlimited users.
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours

Vendor Details

  • Xsellco
  • www.xsellco.com/
  • Founded 2012
  • Ireland

About xSellco Helpdesk

Xsellco Helpdesk is the only purpose built ecommerce help desk. Centralize all your customer queries and order details from every sales channel into one connected dashboard. XSellco prioritises your inbox based on message urgency, as well as threads in all your sales, shipping and order information so you need never search for customer data. Suggested replies and automatic language translation will cut your response times, meaning more happy customers. Free 14 Day Trial.


xSellco Helpdesk Features

  • Alerts / Escalation
  • Automated Routing
  • Community Forums
  • Contract / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management

xSellco Helpdesk Reviews Recently Reviewed!

Does a great job of providing support for eBay and Amazon

Nov 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
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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 :)

Overall: 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.

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

Nov 16, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: Ability to use templates to save writing same responses to customers.
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)

XSellco was an amazing find for us. It does everything we need to be organized and successful.

Nov 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I like the Fusion messaging part of the software. It makes all of us more efficient and compiles everything in a way that is easy to manage.

Does what I need it to do, and affordably.

Nov 16, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The helpdesk that imports all of my customer service messages is amazing, streamlined, and easy. I love having the ability to create user logins for each of my customer service reps.

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

Easy to use software

Nov 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: This is a fairly easy to use program. 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

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

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

Sep 29, 2017
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Easy to setup and user-friendly. Unlimited user accounts.

Cons: Helpdesk: It does not filter all system messages and junk. This is a problem since monthly plans are billed according to number of support tickets. This wouldn't be a problem if pricing is billed per user, like SalesForce.

Feedback: It does not filter out refunded orders. This is the most important feature for us. We send emails for product reviews. Our return rate is about 5%. We can not send product review emails for the returned orders.

It does not have global black list for Amazon customers who opted out from emails.

Order download speed is very slow. After 3 days, about 900 orders were downloaded. FeedbackFive downloaded 36,865 orders in 3 hours.

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. Repricer doesn't have this feature, but if you can add asin tracking feature showing piggyback sellers, private brands would buy it.

A very positive one- The support team is top class, and functioinality of the feature is seamless

Sep 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Its simplicity- sometimes too many options can miss the point, its easy to activate, and the rules are also simple to implement.

Cons: I would like to see in a more accurate way feedbacks that had been received directly from Feedback, its quite hard to understand what source generated the review.

Overall: More feedbacks!

Useful but not the easiest to naviagte

Aug 03, 2017
4/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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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.

Overall: Messaging customers in an orderly fashion.

I used Zendesk and Kayako beside your app. Your app work great compare to them.

Jul 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: I has all the functions that we need for a helpdesk for Amazon/Ebay. All the detail and info about customers and their orders show in one screen/page/tab.

Cons: Sometime it hang or delay for few minutes when I send a reply to customer but now sure because my internet connection or your app or something else.

Overall: Easier to manage Amazon and Ebay message/ticket from customer.

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

Jul 17, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Clean and simple user interface.
Visualisation of data is perfect for our user to take in.
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.

Vendor Response

by Xsellco on July 18, 2017

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

good experience so far, good customer support

Jul 17, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It is easy to oversee multiple sales channels, keeps all the messages in one place and it definitely increases customer satisfaction.

Cons: having couple problems with Amazon channel , if the message is sent out directly from amazon then i would not update in Xsellco

Overall: More satisfied customers

Great tool.

Jul 13, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

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

Cons: Need better management and groupings of templates and better order integration. Better scheduling of follow up activities.

Vendor Response

by Xsellco on July 17, 2017

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

Very useful for communicating with our customers

Jul 13, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: The use of email templates for communicating with our customers. It makes answering common questions quick and painless.

Vendor Response

by Xsellco on July 17, 2017

Hi Brittani, Thank you for such a great review! I am very glad that you are enjoying the software. Best regards Lorna

Good team, helpful on the implementation process

Jul 13, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Vendor Response

by Xsellco on July 17, 2017

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

Perfect help desk tool for moving to multi channel selling

Aug 04, 2016
5/5
Overall
4.5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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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. XSellco Fusion comes with a free trial. They had a great Onboarding team who helped us get set up immediately. We have had hardly no issues but when we have their support team have been very easy to reach out to. I've never had such a please dealing with Support before.

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.

Recommendations to other buyers: 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.

Best Amazon eBay messaging tool ever!

Dec 09, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: This is the best Amazon and eBay messaging tool ever! We absolutely love this. It has really helped with our customer service response times as well as helping to keep things from falling through the cracks. It brings all messages from both marketplaces into one easy to use and categorize workflow.

Vendor Response

by Xsellco on December 09, 2015

Hi Mark, We are glad that you got full use out of your free 14 day trial and saw the value in using XSellco Fusion for GM Accessories going forward.

Cut my support time by half

Jan 05, 2015
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We've been struggling to handle customer enquiries as our business grew. Most were standard enough, but even a simple "has it shipped yet" often meant looking for the order, checking delivery dates, writing the response etc. So it takes about 5 - 10 minutes per query.

We like fusion because it presents the data we need to solve the problem lots of the time. So we choose from a standard template response with just one click.