eDesk ‑ AI Helpdesk & Chatbot

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.

We have been using eDesk for around three years; however, we've found their pricing to be significantly higher than their competitors'. Despite paying a premium, the product has not met our expectations. We've consistently faced issues with bugs on eDesk's platform, which have severely affected its usability and our ability to provide effective customer support. Additionally, there have been recent incidents of our customers receiving duplicate messages, an issue that persisted for three weeks despite our efforts to resolve it with eDesk's support team. Unfortunately, the responsibility for these problems was ultimately attributed to us, which was quite disheartening. After considering other vendors, we decided to switch to a more cost-effective and reliable service provider. We also sought a refund from eDesk due to these ongoing issues, but our request was denied. Based on our experience, we recommend that others consider alternative solutions.

I've been trying to get XSellCo to provide us with a refund since January 25th after we requested to cancel our account in writing. We were billed again on Feb 6. They require you request to cancel 14 days before your next billing cycle. We were hoping they would cut us some slack as we requested 13 days prior instead of 14 but no luck after many emails back and forth.

I was told that the language we used in our written request: "we're trying to cancel our account," didn't suffice. The customer service agent responsible for handling my request contradicted himself explaining his position for not issuing a refund though we hadn't used the service in weeks at least twice in our communications. Our request to have the issue escalated to a manager was ignored.

Read the terms and conditions before you sign up for this service and know that you'll get NO HELP from them.

Cheers.