Ever since the disastrous October update, eBay and Amazon sellers have been looking for a Reply Manager alternative. It’s no surprise given reviews like the following from WebRetailer:
That sounds almost as fun as the Windows 10 Anniversary Update. So what can you do if you want an alternative to Reply Manager that won’t force broken updates on you? What other software can manage eBay and Amazon messages in the same place as email from your own website?
Last updated 3/19/2019.
There are two major alternatives: ChannelReply and xSellco Helpdesk.
So it’s not even that different. They’re the same company and just as likely to make the same mistakes with their other products.
Time to look at the only real Reply Manager alternative: ChannelReply.
ChannelReply as a Reply Manager Alternative
Both ChannelReply and Reply Manager let you manage Amazon and eBay messages—plus emails from your own ecommerce site—on one screen. Both can also work as an Amazon autoresponder, and let multiple users provide support for one eBay account. But how they do it is very different.
Reply Manager is a completely self-contained program. They built their own marketplace integrations, management tools, email interface, and everything else.
It’s impressive, but it means they have a lot of balls in the air at all times. When things go wrong—like they did with the 10/2016 update—it can get very ugly.
ChannelReply works a bit differently. Rather than trying to be judge, jury, and executioner, it connects your eBay and Amazon accounts to a leading helpdesk of your choice. Freshdesk, Help Scout and Zendesk integration are all available.
ChannelReply has one job: keep your messages flowing smoothly. It therefore offers the most reliable service possible. Meanwhile, the helpdesks work day and night to make customer service easier to manage than ever before. The result is the best Amazon and eBay messaging solution available.
Let me prove it to you.
At first glance, it might seem like ChannelReply and a helpdesk will cost more than Reply Manager. But in most business situations they will either be more affordable or deliver huge advantages that are clearly worth the price.
Let’s review common situations for online sellers and find out what each service would cost.
*All examples use yearly pricing and are accurate as of 3/19/2019. Prices are higher for all services listed when paid monthly instead.
If you want to learn more about the pricing plans from above, check out the following:
- ChannelReply Pricing
- ChannelReply Lite (free!)
- Zendesk Pricing Plans
- Freshdesk Pricing Plans
- Help Scout Pricing
If your customer service needs are anything like those shown in the chart above, switching from Reply Manager to ChannelReply could save you up to $972 per year. You can also do far more than you ever could with Reply Manager. The premium Freshdesk, Help Scout and Zendesk account levels offer way more features, as do their broad libraries of third-party apps.
Speaking of which...
Integrations and Add-Ons
Most sellers who use ChannelReply or Reply Manager have the same goal: handle their ecommerce customer service messages on one screen. Either one will let you do that.
However, Zendesk, Freshdesk and Help Scout all offer far more integrations than Reply Manager.
Reply Manager boasts about a handful of integrations. Besides marketplaces and email, it can connect with social media channels, Linnworks, Brightpearl, Aftership and ChannelAdvisor—if you buy the Enterprise plan. It’s a useful but small batch of add-ons for their highest-paying customers.
Help Scout, on the other hand, has more than 90 apps and integrations.
Freshdesk knocks that out of the park with over 450 apps in its marketplace. It also includes integrations with Facebook and Twitter.
But Zendesk blows them all away with over 700 app integrations and add-ons. Nearly all are available for free. If there’s a service you want to connect with, you’ll likely find it in the Zendesk App Directory.
In short, Reply Manager limits you to the handful of services its developers have linked it to. ChannelReply lets you connect with the dozens or hundreds of services available in your helpdesk of choice. If you need flexibility, there’s no contest.
Zendesk can link with several translation apps, including Translate from Translate.com and Unbabel Translate. These services offer machine translation of inbound messages and on-demand human translation of replies. The Zendesk interface is also available in 12 languages, plus regional variations for English, Spanish and Chinese.
Freshdesk and Help Scout work similarly. Freshdesk users can choose from several translation apps, create articles in 34 languages, and let both agents and customers choose their preferred language. Help Scout users can power their international customer service with translated help articles and various translation services.
Reply Manager automatically detects the customer’s language so you can sort tickets by language and send out the correct translation of each reply. Not bad. But if you need any actual translation done, you’ll have to take care of it on your own.
Ticket Organization and Management
Above: An Amazon message delivered to Help Scout by ChannelReply. An account-specific tag, ChannelReply-generated Custom Fields and customer and order details are highlighted.
ChannelReply gives you access to powerful tools for handling your tickets, whether you choose to integrate it with Help Scout, Freshdesk or Zendesk. Reply Manager offers similarly powerful tools for managing Amazon and eBay messages. However, it doesn’t provide much for helping customers on your own site or let you create a staff-only knowledgebase.
- Help Scout Beacon is one of the best live chat solutions available, and it comes included with all features on all Help Scout plans.
- Freshdesk provides powerful free chat through Freshchat, with even more advanced features available on paid plans.
- Zendesk offers basic free chat with the Lite version of its popular add-on Zendesk Chat (formerly Zopim), and the paid version rocks.
- Reply Manager once advertised chat for their highest-level plan, but they now make no mention of it.
The Final Verdict
Here’s one last chart to compare the pros and cons of ChannelReply and Reply Manager:
Although Reply Manager is a good product when it works, it charges too much for too little. Throw in forced updates with poor beta testing and it’s clearly not a great choice.
ChannelReply is the best Reply Manager alternative and the only serious competitor that isn’t owned by the same company. Try it free and see the difference it can make for you.