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, but when you compare the two side by side, the better choice is obvious.
Here's how the two services compare in six key areas:
XSellCo Fusion is an all-in-one solution, and they use that to justify a much higher price. ChannelReply customers can save a significant amount in exchange for a little extra setup time connecting to Zendesk or Desk.com.
Let’s take a look at some different business situations and compare the price of ChannelReply + Zendesk, ChannelReply + Desk.com, and XSellCo Fusion.
If you have similar support needs, you could save $240 to $624 per year by using ChannelReply rather than XSellco Fusion.
2. Flexibility and Reliability
ChannelReply enables you to grow as large as you want and process unlimited messages. XSellCo will cut you off at 8,000 messages per month with their highest level of service.
ChannelReply also gives you the option to choose between Zendesk and Desk.com, which are both extremely popular, reliable, and well-proven services. Over 75,000 companies rely on Zendesk for their customer service. The makers of Desk, Salesforce.com, are one of the most successful cloud computing companies in the US with market capitalization of $55 billion. XSellCo has less than 5,000 users and is small and unproven in comparison.
Zendesk and Salesforce 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 ChannelReply safeguards your messages.
3. Integrations and Add-Ons
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 Zendesk or Desk.com account with both Amazon and eBay. Zendesk, Desk, 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.
Each CRM has its own unique integrations. For example, Desk.com connects seamlessly with Salesforce and XSellCo can work with Allegro. But this is where Zendesk really separates itself from the pack.
The Zendesk Apps Marketplace has nearly 500 different integrations, third-party apps, and Zendesk add-ons, many of which are completely free. This number is constantly growing. In contrast, the XSellCo Fusion webpage advertises “60+ integrations.” With their smaller customer base, XSellCo can’t hope to integrate with nearly as many other services as Zendesk.
4. Multilingual Support
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 free translation software like Unbabel (which also offers on-demand human translation at low prices) and a host of other translation options. They even give you the ability to manage multilingual automated emails.
Desk.com supports multilingual self-help materials as well as human-powered translation via integration with VerbalizeIt.
5. Ticket Organization and Management
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:
6. Live Chat
Desk.com has a free chat widget that lets you communicate with customers in real time and can also integrate with LiveChat. XSellCo Fusion comes with its own live chat widget. Zendesk only has limited chat support available for free, but its Zopim chat is an industry leader—and in most cases, it’s less expensive to use Zendesk, Zopim and ChannelReply than it is to use XSellCo Fusion.
The Final Verdict
So, how do these different platforms really stack up against each other? Let’s take a quick review in chart form.
All three will do a great job. But in the end, using ChannelReply with Zendesk or Desk.com will give you more features and more freedom for a significantly lower price than XSellCo Fusion. Why spend more for less? Try ChannelReply free now.