11 Best eDesk Alternatives for Ecommerce Customer Service

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As an ecommerce business, you know that great customer service is crucial. When it comes to managing customer inquiries, nothing is more important than having reliable help desk software.

eDesk is a popular customer service and help desk software among ecommerce businesses. However, businesses would want to learn all the new platforms that offer better services.

We’ve rounded up the best eDesk alternatives for ecommerce customer service and help desk. Our extensive research includes the features analysis and pricing options. So, it’ll help you make an informed decision on which solution will work best for your business.

Why Are Businesses Looking For eDesk Alternatives?

Many businesses are looking for eDesk alternatives due to limitations in the platform’s features and functionality. Here are the detailed reasons why.

Reasons Businesses Looking for Edesk Alternatives

Limited Integration with ECommerce Platforms
eDesk has limited integration with eCommerce platforms like Shopify, Magento and WooCommerce. Many businesses use these platforms to manage their online stores and they need a customer service software that can integrate with these platforms seamlessly.

EDesk’s limited integration capabilities force businesses to perform manual data entry, which can be time-consuming and error-prone.

Lack of Customization
EDesk has limited customization options for businesses that want to tailor the software to their specific needs. The platform has a fixed set of features and businesses cannot make changes to the software to suit their requirements.

This limitation can be frustrating for businesses that have unique workflows, reporting needs, or customer service requirements.

Inadequate Reporting
EDesk has limited reporting capabilities that provide businesses with only basic insights into their customer service activities. The platform lacks advanced reporting features like custom dashboards and analytics tools.

This makes it difficult for businesses to measure the effectiveness of their customer service efforts and identify areas for improvement.

Limited Multi-channel Support
EDesk supports email, social media and live chat as channels for customer inquiries. But, it does not offer seamless integration with all these channels, leading businesses to look for alternatives that can provide a more comprehensive multi-channel support solution. It can be a deal-breaker for businesses that want to provide comprehensive customer service across multiple channels.

Expensive Pricing
EDesk is relatively expensive compared to other customer service and help desk software on the market. The platform’s pricing model uses a per-user, per-month subscription model that can quickly become expensive for businesses with large customer service teams. The high pricing may make eDesk unaffordable for small businesses or startups.

Top Features to Look in eDesk Alternatives

Choosing the right eDesk alternative can help businesses streamline their customer service process. But, to choose the right one, you need to check out the right features. Here’s how.

Omnichannel Team Inbox

An effective omnichannel team inbox is crucial for modern customer support. This feature consolidates all customer interactions from various channels (email, chat, social media, phone) into a single, unified interface. Look for a system that seamlessly integrates popular platforms like Facebook, Twitter, Instagram and WhatsApp.
The ideal solution should allow agents to view customer history across all channels, ensuring context-rich interactions. Consider platforms that offer real-time collaboration tools within the inbox, enabling agents to work together on complex issues efficiently.

Advanced Ticketing Routing & Help Desk Management

Efficient ticket routing is essential for quick resolution times. Seek alternatives that offer intelligent routing based on factors such as agent skills, workload and availability. Look for customizable routing rules that can adapt to your team’s structure and workflows.
The system should also include features like ticket prioritization, categorization and tagging to streamline organization. Advanced help desk management capabilities should encompass ticket merging, splitting and bulk actions to handle high volumes effectively.

Knowledge Base

A robust knowledge base is invaluable for both customers and support agents. Look for platforms that offer easy-to-use content creation tools, allowing you to build a comprehensive library of articles, FAQs and troubleshooting guides. The ideal knowledge base should be searchable, categorized and easily updatable.
Consider solutions that offer AI-powered suggestions to automatically recommend relevant articles to agents during customer interactions. Look for platforms that provide analytics on knowledge base usage, helping you identify gaps in your content and improve self-service options.

Workflow Builder

A flexible workflow builder can significantly enhance your team’s efficiency. Look for visual, drag-and-drop interfaces that allow you to create complex automation rules without coding knowledge.
The workflow builder should enable you to automate repetitive tasks, set up trigger-based actions and create multi-step processes. Consider platforms that offer pre-built templates for common workflows, as well as the ability to create custom workflows tailored to your specific needs.

SLA & Audit Logs

Service Level Agreement (SLA) management is crucial for maintaining high-quality support. Look for alternatives that offer customizable SLA rules, automated escalations and real-time monitoring of SLA compliance. The system should provide clear visibility into SLA performance across teams and individual agents.
Comprehensive audit logs are equally important for maintaining accountability and tracking changes. Seek platforms that offer detailed logs of all actions taken within the system, including ticket modifications, agent assignments and customer interactions.

Time Tracking & Analytics

Robust time tracking and analytics capabilities are essential for optimizing your support operations. Look for platforms that offer built-in time tracking features, allowing agents to log time spent on tickets automatically or manually. The analytics suite should provide deep insights into key metrics such as response times, resolution rates and customer satisfaction scores.
Consider solutions that offer customizable dashboards and reporting tools, enabling you to track KPIs specific to your business. Advanced analytics features like trend analysis and predictive insights can help you make data-driven decisions to improve your support processes.

What to Consider When Evaluating eDesk Alternatives?

As businesses look to improve their help desk operations, they may consider different eDesk alternatives. Below are the parameters you need to consider before choosing the one.

Ease of Use: The eDesk alternative should offer a user-friendly interface for both agents and customers. The software should be easy to navigate, manage and personalize according to your business requirements.
Integration Capabilities: The eDesk alternative you choose should integrate well with other software systems used in your business. It includes things like CRM tools, social media platforms and messaging applications.
Customization Options: Look for eDesk alternatives that allow you to customize workflows, dashboards and templates to suit your business needs. The tool will help you deliver personalized experiences to your customers as well as improve efficiency in your operations.
Multichannel Support: Customers today expect support across multiple channels, including email, chat, social media and phone.
Reporting and Analytics: The eDesk alternative you choose should offer robust reporting and analytics capabilities to track metrics like customer satisfaction, response time, along with issue resolution rate. The data helps you make informed decisions about your help desk operations for continuous improvement.

11 Best eDesk Alternatives for Ecommerce Customer Service & Help Desk

While eDesk is a popular choice for many ecommerce businesses, there are several alternatives that offer similar features and benefits, if not better. Let’s explore the alternative’s offerings.

1. Omni24

Best Edesk alternative with intuitive interface

Omni24 is an AI powered help desk software that offers a range of features to streamline customer service operations for e-commerce businesses. It enables businesses to deliver exceptional customer experience through multiple channels.

Key features:

1. Omnichannel support: Omni24 helps businesses to provide support via multiple channels and enables agents to handle customer queries seamlessly across channels. It allows businesses to easily collect feedback from customers in real time.

2. AI-powered chatbot: Software includes an AI-powered chatbot that automates routine tasks and provides customers with quick solutions. It can also seamlessly hand off conversations to human agents when necessary.

3. Advanced analytics: The platform offers comprehensive analytics and reporting tools to track key performance indicators. Managers can monitor agent performance, customer satisfaction scores, and channel efficiency in real-time.

4.Ticket management system: Organizes and tracks customer issues from creation to resolution. Includes features like status updates, assignment and SLA monitoring. Ensures consistent handling of customer issues regardless of the communication channel.

5. 24/7 support: Omni24 provides 24/7 support to businesses to ensure any issues are promptly resolved. The software provides real-time communication between customers and support agents on websites or apps.

Pricing: Omni24’s pricing starts from $29/user/month and goes up to $149/user/month based on the features as well as add ons. Each plan comes with a 14-day free trial that includes shared inbox and omnichannel support.

2.Veemo Support

Top Edesk alternative with all-in-one help desk

Veemo Support is an all in one help desk and customer engagement software designed to help ecommerce businesses deliver exceptional customer experiences. It provides a shared inbox for team collaboration, automation tools and reporting to streamline customer support processes.

Key features:

Shared inbox: Veemo Support’s shared inbox allows businesses to manage customer support across multiple channels from a single location. It also enables agents to view and respond to messages from various platforms efficiently.
Campaign management: Easily create, manage and track marketing campaigns across multiple channels to reach your target audience effectively. It includes audience segmentation, personalized content delivery and performance analytics for optimizing campaign effectiveness.
Live chat: Veemo chat feature enables real-time communication between agents and customers on websites . It includes customizable chat windows, proactive chat invitations and file-sharing capabilities. The live chat function can significantly improve response times and customer satisfaction.
Reporting: Businesses can track as well as analyze their support metrics to gain insights into customer satisfaction, overall team performance and areas for improvement. These analytics help in data-driven decision-making and continuous improvement.
Client portal: Gives customers a secure, self-service platform to access information and support. This self-service option empowers customers and reduces the workload on support teams.
Customizable: Veemo Support is highly customizable and offers features such as custom fields/tags and workflows based on customer behavior. Customizable workflows help streamline operations and maintain consistency in customer support.

Pricing: Veemo support comes with three tier pricing plans starting at $34/month and the popular team plan $79/month. The software pricing is also customizable as per business requirements.

3. Zendesk

Zendesk is a customer support and engagement tool designed to help businesses build better relationships with their customers. It offers a range of features that simplify communication, streamline workflows and boost productivity, making it an ideal choice for ecommerce support teams.

Zendesk allows you to support customers across multiple channels and self-service options like knowledge bases as well as forums. Automate repetitive tasks like ticket assigning, follow-ups, and prioritization, so your team can focus on solving complex customer issues. Zendesk can integrate with a range of popular ecommerce platforms to provide a seamless customer support experience.

4. Zoho Desk

Zoho Desk is an all-in-one help desk solution for businesses that need to streamline and centralize their customer service operations. With Zoho Desk, you can manage all your customer interactions from one place, across email, phone, social media and chat.

The software manages customer inquiries across multiple channels and provides a consistent experience. It automates repetitive tasks with intuitive workflows and helps agents focus on more complex issues. The platform creates detailed reports on key metrics like customer satisfaction as well as response times and makes data-driven decisions.

5. GrooveHQ

GrooveHQ is an all-in-one customer support platform designed for e-commerce businesses. It streamlines customer interactions by providing a simple and convenient solution for managing customer inquiries, monitoring social media mentions while also tracking performance metrics.

The platform’s unified inbox helps businesses manage all customer inquiries from one place. It integrates with email, social media and chat platforms, allowing customers to reach out through their preferred channel. The platform’s knowledge base helps businesses keep customers informed and educated on their products/services.

6. Richpanel

Richpanel is a comprehensive customer service and help desk tool for ecommerce businesses. It includes a wide range of features such as a unified inbox, automated responses, live chat and in-depth customer insights.

The help desk tool manages all customer queries, tickets and emails in one place for easy tracking as well as efficient resolution. Set up auto-responses for frequently asked questions to save time and improve response times.

7. Gorgias

Gorgias is an all-in-one customer support and help desk platform designed specifically for ecommerce businesses. It streamlines customer communication by consolidating multiple channels into one platform, automating responses and providing personalized experiences to your customers.

Gorgias allows you to receive as well as respond to customer inquiries from all channels, including email, live chat, phone and social media. Gorgias integrates with your ecommerce platform, pulling in customer data and order history information to provide personalized experiences as well as speed up the resolution process.

8. Wix Answers

Wix Answers is a comprehensive customer support platform designed for eCommerce businesses of all sizes. It offers a range of tools to help businesses manage and streamline their customer support operations from a single, central location. With Wix Answers, businesses can easily manage customer inquiries, provide personalized support and analyze customer data to improve their overall customer experience.

The customer support platform allows businesses to manage customer inquiries across multiple channels. Businesses can create custom ticketing workflows, automate responses and track progress. Wix Answers offers a robust knowledge base system that allows businesses to create, manage and organize content for their customers.

9. Hubspot Service

Hubspot Service offers an all-in-one solution for managing customer interactions, ticketing and knowledge base creation. Hubspot Service allows you to manage customer queries from a variety of channels, including social media, email and live chat.

The service hub offers an intuitive ticketing system that makes it easy to track and manage customer inquiries. Hubspot Service allows you to create a comprehensive knowledge base for your customers, which can help reduce the number of inquiries that you receive.

10. Wati.io

Wati allows businesses to communicate with customers on various messaging platforms, including WhatsApp, Messenger and more. Wati.io offers features such as automated responses, templates and integration with Shopify as well as WooCommerce.

The customer communication platform enables businesses to connect with customers on various messaging platforms. Businesses can set up automated responses for frequently asked questions to save time. Wati.io seamlessly integrates with Shopify and WooCommerce for an improved ecommerce experience.

11. Intercom

Intercom is a powerful customer messaging platform designed to help eCommerce businesses manage customer support, sales and marketing in one centralized dashboard. It offers a suite of tools for businesses to manage customer communication, automate repetitive tasks and create a seamless customer experience.

The messaging tool allows businesses to have real-time conversations with customers through its messaging platform, enabling personalized support and quick resolution to customer queries.
With Intercom’s automation capabilities, businesses can streamline their customer support operations and automate repetitive tasks, such as assigning conversations to team members, sending follow-up messages, as well as routing conversations based on specific criteria.

Why Omni24 is One of the Top eDesk Alternatives ?

Omni24 is one of the leading eDesk alternatives and offers an omnichannel customer support as well as help desk tool aimed at enhancing customer engagement while improving the overall customer experience.

Omni24 is a SaaS based platform that offers both help desk and live chat functionalities, along with an array of other features designed to help businesses deliver exceptional customer service. You can also sign up for a 14 days free trial to explore its features and customize it as per your business workflows. With its intuitive interface, extensive feature set and reliable customer support, Omni24 is one of the top eDesk alternatives for businesses looking to take their customer support to the next level.

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FAQs about eDesk Alternatives & Competitors

What are the pros & cons of Edesk? (In bullet point format)

eDesk has many great offerings that benefit business and improve its productivity. However, they also lack many features that can affect the overall efficiency.
Pros:

Multi-channel support for email, chat and social media
Automated responses and customizable templates
Integration with popular ecommerce platforms like Shopify and Amazon

Cons:

Limited customization options for advanced users
Higher pricing compared to some competitors
Steeper learning curve for beginners

How do eDesk alternatives compare in terms of pricing and features?

eDesk alternatives vary in pricing and features. Some alternatives may offer lower pricing plans with similar features to eDesk, while others may provide additional functionalities such as social media integration, multi-channel support and AI-powered automation tools. It’s important to compare the pricing and features of different alternatives to find the best fit for your business.

Why do businesses switch from eDesk to other platforms?

Businesses may switch from eDesk to other platforms for various reasons. Some common reasons include the need for more advanced features, better integration options with existing software, lower pricing and a desire for better customer support. Switching to a different platform can help businesses meet their evolving customer service needs and improve overall efficiency.

Why are certain eDesk alternatives recommended for customer support?

Certain eDesk alternatives are recommended for customer support because they offer specialized features specifically designed to enhance the customer service experience. These alternatives may include advanced ticketing systems, multi-channel communication options, AI-powered chatbots and real-time reporting capabilities. By choosing an alternative that prioritizes customer support, businesses can effectively meet the needs of their customers and improve overall satisfaction.

Why might an eDesk alternative be better suited for my business needs?

An eDesk alternative may be better suited for your business needs if it offers specific features that align with your goals and priorities. For example, if you prioritize multi-channel communication, an alternative that supports social media, email and live chat may be a better fit. Similarly, if you’re looking to automate repetitive tasks, an alternative with AI-powered automation tools may be beneficial. Consider your business requirements and compare different alternatives to find the best solution for your specific needs.