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xSellco Helpdesk: Pros & Cons Of A Leading Help Desk Software

xSellco Helpdesk is a leading help desk solution for e-commerce businesses of various sizes. You can use it to effectively resolve tickets and manage contacts using multiple online channels. The app is part of xSellco’s popular productivity suite which is used by many top brands around the globe. Unlike other help desk solutions, xSellco Helpdesk provides multi-language service and translates content automatically, which has made it the preferred choice of many international clients. In this article, we analyze the xSellco Helpdesk pros and cons to give you a clear picture of its strengths and weaknesses to help you gauge if the the system is right for your business.

Our review team closely scrutinized xSellco Helpdesk and have found it to be one of the leading platforms in the help desk category based on its key functionalities, collaboration features and other crucial elements. In addition to great features the vendor offers flexible pricing packages for companies of all sizes and with varying budget needs. Plus, there is an excellent free trial offer you can use to test the product’s functionalities first.

The software simplifies customer support as it gathers queries from all channels in a single dashboard, where they can be managed and assigned easily. You can assign a specific query to a team member, or spread queries across the team so that they are immediately assigned to available agents. xSellco Helpdesk enables you to provide accurate responses as it makes available information such as previous communications, shipping and delivery processes, and product orders. This helps to boost the quality of customer support your company provides.

You can also get insightful reports about the support queries you manage from which you can better understand positive and negative aspects and utilize more opportunities. Queries can be organized, labeled, tagged, and placed in folders that offer a range of filters to help you find the needed file easily. Only the system admin can access this data and he or she can set up roles and permissions according to the company’s requirements.

You can do business in the manner you want as xSellco Helpdesk enables you to customize messages and themes, and generate team and individual performance reports. Another excellent feature is you can gauge customer satisfaction which is a good indicator of your agents’ performance and enables you to make educated decisions based on facts.

What other features make xSellco Helpdesk such a popular and widely used app? Let’s take a close look at the xSellco Helpdesk pros and cons: 

Key Advantages of xSellco Helpdesk

xSellco Helpdesk offers your company an organized help desk that can help you provide great customer service and boost your subscriptions and sales. By improving your support quality you can also boost customer satisfaction and make them loyal and long-term patrons of your service or product. You can easily use xSellco Helpdesk in combination with other xSellco modules to better manage product delivery, feedback, prices, and sales even better

How does xSellco make this happen? It is an integrated e-commerce help desk which enables you to respond easily to your customers’ questions about shipping, orders, prices, products and more. The app integrates smoothly with all popular marketplaces and consolidates queries from multiple channels including Twitter and Facebook in a single dashboard.

Fast management of tickets

You can assign tickets to a particular agent or distribute it among all team members so that it is resolved by the first available associate. The dashboard offers relevant customer information which helps the agent provide fast and accurate support. The system enables you to handle a high volume of tickets every day and still provide prompt support to each customer.

Robust reporting features

xSellco offers smart reporting capability. You can generate insightful team performance reports to get operable business intelligence on your customer support. What is more, you can customize the reports and summarize information related to response times, heatmaps, ticket volume and other key metrics to learn about the quality of your customer support and identify trends. Reporting is made easy as all relevant cases are stored in single database where you can search the content with multiple filters, track purchase and shipping details, and learn about performance trends. System admins can assign roles and permissions as required to decide who can access which data. All xSellco products are mobile-friendly which makes access easy on mobile devices.

Excellent translation features

xSellco Helpdesk can be used by businesses in all industries and it is especially suitable for retail companies. You can expand the system easily as it automatically translates messages in multiple languages and enables you to respond in the language and channel your client prefers. This capability is offered by only the best help desk solutions in the market.

More advantages of xSellco Helpdesk
  • It is a great tool for eBay and Amazon messaging
  • The app reduces customer support response times and prevents queries from falling through the cracks
  • It collates messages from multiple marketplaces and categorizes workflow
  • xSellco Helpdesk presents the data you need to resolve issues quickly and accurately
  • It offers a standard template response that you can use with a single click
  • The vendor‘s customer support is excellent and the agents are responsive and knowledgeable

Disadvantages of xSellco Helpdesk

Like any other software, this system also has a few minor glitches. Users have pointed out some small areas where it could be improved such as the speed at which automatic translations feeds through messages. Plus, the app could integrate with more third party apps to expand its usability and effectiveness. However, the vendor is already working to improve these minor drawbacks to enhance the overall quality of the software and none of these affect the overall performance.

Bottom line

As our analysis shows, xSellco Helpdesk offers many advantages and has negligible weak points. Subscribers are sure to benefit from adopting this solution in their company. Nevertheless, we still encourage you to try out their free trial plan first to get a hands on experience with all the key features first.

Christopher Robinson

By Christopher Robinson

Christopher Robinson is a senior productivity research analyst who specializes in optimizing online collaboration and project management using Scrum and agile approaches. In his work, he always emphasizes the need for distributed work training and the formation of efficient work habits. His work was mentioned in various business publications, including Entrepreneur and InfoQ. He’s a strong proponent of the GTD model. He has been cooperating with the FinancesOnline team for 5 years now, and his publications always focus on practical aspects of productivity tools that can have an actual, transformative impact on a company.

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