ChannelReply Blog

xSellco Helpdesk (formerly XSellco Fusion) vs. ChannelReply

Published at Sep 07, 2016.

xSellco Helpdesk (formerly XSellco Fusion) is touted as the best ecommerce helpdesk available. But how does it stack up to ChannelReply? Both services will allow you to answer customer service messages from eBay, Amazon, and your own online store from a single window. When you compare the two side by side, though, the better choice is obvious.

Here's how xSellco and ChannelReply compare in six key areas:

Last updated 7/4/2018.

1. Pricing

Zendesk Pricing

xSellco Helpdesk is an all-in-one solution, and they use that to justify a much higher price. ChannelReply customers can save a lot in exchange for a little extra setup time connecting to a separate helpdesk.

Let’s take a look at some different business situations and compare the price of ChannelReply + Freshdesk or Zendesk with xSellco Helpdesk.

xSellco Helpdesk vs. ChannelReply Pricing

*Account levels appearing in this chart apply to ChannelReply prices only. Basic = ChannelReply Standard and Freshdesk Blossom or Zendesk Support Team. Mid-level = ChannelReply Pro and Freshdesk Estate or Zendesk Support Professional. Top-level = ChannelReply Enterprise and Freshdesk Forest or Zendesk Support Enterprise.

**All examples use yearly pricing and are accurate as of 7/4/2018. Prices are higher for all services listed when paid on a monthly basis instead. Pricing for xSellco Helpdesk ticket packages for accounts with over 8,000 tickets is no longer publicly available, and may be higher than the amount shown here, which uses the last published price.

If you have similar support needs, you could save $252 to $3,408+ per year by using ChannelReply rather than xSellco Helpdesk. If you don't see your business's situation above, you can get a detailed pricing comparison using one of the following:

2. Flexibility and Reliability

Freshdesk Customers

ChannelReply gives you the option to choose between Zendesk and Freshdesk, which are both popular, reliable, and well-proven services:

xSellco has less than 10,000 users and is small and unproven in comparison.

Zendesk and Freshdesk have achieved their success by providing some of the best products on the market. And in the extremely rare event that something goes wrong with one, ChannelReply has your back. Read “What Happens to My Emails When Zendesk Goes Down?” to see how it safeguards your messages.

3. Integrations and Add-Ons

Freshdesk Apps

The main reason to use either xSellco or ChannelReply is to manage all customer support for Amazon, eBay, and your own ecommerce site on a single screen. Either service can handle this.

ChannelReply connects your helpdesk account with both Amazon and eBay. Freshdesk, Zendesk and xSellco all offer support for your own website’s email addresses and integrations with Shopify. All three can also manage Facebook and Twitter support.

Freshdesk has an impressive 265+ integrations, but this is where Zendesk really separates itself from the pack. The Zendesk App Marketplace has over 700 different integrations, third-party apps, and add-ons, many of which are free. This number is constantly growing.

In contrast, the XSellco Fusion webpage advertised “60+ integrations” and xSellco Helpdesk now only shows 24. With their smaller customer base, xSellco can’t hope to integrate with nearly as many other services as Zendesk.

4. Multilingual Support

Zendesk Support in French

xSellco has drawn a lot of attention to its support ticket translation capabilities. There’s no doubt it’s one of their strong points, but they aren’t the only ones to offer multilingual support.

Zendesk offers easy integration with numerous translation apps and a host of other translation options. They even give you the ability to manage multilingual automated emails on higher plans. With ChannelReply and Zendesk Professional or better, you can auto-assign languages to Amazon tickets.

Finally, you can transform Freshdesk into a multilingual helpdesk. It supports over 30 languages, allowing customers to get notifications and see your translations of your articles in the language of their choice. Freshdesk can also integrate with translation apps like Google Translate and services like OneSky.

5. Ticket Organization and Management

Freshdesk Ticket

All three options have powerful ticket organization and management capabilities. Here’s a list of the most popular features—and which ones are available on which platform:

xSellco Fusion/Helpdesk vs. ChannelReply Ticket Management and Organization

6. Live Chat

Zendesk Chat

For Freshdesk users, Freshchat provides a powerful and free live chat integration. Paid upgrades are available for companies that use live chat intensively. Likewise, xSellco Helpdesk comes with its own live chat widget.

Zendesk only has limited chat support available for free, but Zendesk Chat (formerly Zopim) is an industry leader—and in most cases, it’s less expensive to use Zendesk, Zendesk Chat and ChannelReply than it is to use xSellco Helpdesk.

The Final Verdict

So, how do these different platforms really stack up against each other? Let’s take a quick review in chart form.

xSellco Fusion/Helpdesk vs. ChannelReply

All three will do a great job. But in the end, using ChannelReply with Freshdesk or Zendesk will give you more features and more freedom for a significantly lower price than xSellco Helpdesk. Why spend more for less? Try ChannelReply free now.

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