ChannelReply Blog

xSellco Helpdesk (formerly XSellco Fusion) vs. ChannelReply

Published at Sep 07, 2016.

xSellco Helpdesk (formerly XSellco Fusion) was touted as the best ecommerce helpdesk available. Now, it’s a legacy product, and xSellco appears to have dropped all advertising for it. It’s no surprise many of their customers want to know how ChannelReply stacks up.

Both services let you answer customer service messages from eBay, Amazon, and your own online store from a single window. When you examine the two side by side, though, the better choice is obvious. Here's how xSellco and ChannelReply compare in six key areas:

Last updated 6/28/2019.

1. Pricing

ChannelReply Pricing

xSellco Helpdesk is an all-in-one solution, and they use that to justify a much higher price in general. 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 and a helpdesk vs. xSellco Helpdesk.

xSellco Helpdesk vs. ChannelReply Pricing

All examples use yearly pricing. Prices are higher for all services listed when paid on a monthly basis instead. ChannelReply + Freshdesk / Zendesk / Help Scout / Gorgias prices are accurate as of 6/27/2019. xSellco prices are from 7/3/2018 and could not be updated as they are no longer publicly available.

If you have similar support needs, you could save up to $5,880 per year by using ChannelReply rather than xSellco Helpdesk.

2. Flexibility and Reliability

Gorgias Customers

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

xSellco had roughly the same number of users as Help Scout as of 2016, and we never saw them announce a larger figure in the years that followed.

Zendesk, Freshdesk, Help Scout, and Gorgias 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.

What if you decide you don’t like the helpdesk you start out with? ChannelReply allows you to easily switch to another at any time. Some helpdesks can even pull in messages from others after a switch—see Help Scout’s Zendesk import tool for an example.

3. Integrations and Add-Ons

Freshdesk Apps

The main reason to use either xSellco Helpdesk 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, Help Scout, Gorgias and xSellco alike all offer support for your own website’s email addresses and integrations with Shopify. Freshdesk, Zendesk and xSellco Helpdesk can also manage Facebook and Twitter support, while Gorgias supports Facebook and Instagram.

All helpdesks compatible with ChannelReply sport impressive collections of integrations. This is where Zendesk really separates itself from the pack:

  • Gorgias supports 30+ integrations with ChannelReply included, and is the undisputed world champion of Shopify support.
  • Help Scout can link with over 90 apps.
  • Freshdesk has an impressive 405+ integrations.
  • Zendesk Marketplace has more than 725 different integrations, third-party apps, and add-ons, many of which are free. This number is constantly growing.

The XSellco Fusion webpage once advertised “60+ integrations,” and xSellco Helpdesk only showed 24. With their smaller customer base, xSellco can’t hope to integrate with nearly as many other services as big dogs like Zendesk and Freshdesk, and their similarly sized competitors at Help Scout and Gorgias are swiftly outrunning them.

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 automated emails in multiple languages on higher plans. With ChannelReply and Zendesk Professional or better, you can transform Zendesk into a multilingual helpdesk for Amazon.

You can also use Freshdesk to help customers across language barriers. 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 numerous translation apps.

Finally, Help Scout’s multilingual support features include the ability to translate your self-help site or change the language of Beacon (their powerful live chat & self-help software that comes included in all plans).

5. Ticket Organization and Management

Freshdesk Ticket

All five 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

Help Scout Beacon

Help Scout includes their famous Beacon live chat app with all plans. In addition to letting you manage live chat inside Help Scout, it can guide customers to help docs or email support, and even has a basic chatbot.

Gorgias works the same way. Their live chat app is built into all plans. Although it isn’t made to coordinate with help documentation the way Beacon is, it’s awesome for Shopify support. It can immediately pull up info about the customer from within Shopify, giving you the info you need to close sales fast.

xSellco Helpdesk comes with its own live chat widget as well.

For Freshdesk users, Freshchat provides a solid free chat integration. Paid upgrades are available for companies that use live chat intensively. 

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, a paid Zendesk Chat plan and ChannelReply than it is to use xSellco Helpdesk.

The Final Verdict

So, how do these different platforms stack up against each other? Let’s take a quick review in chart form, with scores based on the needs of an average online seller:

xSellco Fusion/Helpdesk vs. ChannelReply

Note that these scores are based on very generalized criteria, and some helpdesks perform much better for different groups:

  • Help Scout is actually the most affordable helpdesk in many cases, especially for medium-sized businesses.
  • Gorgias would easily win if we were focusing on Shopify support.
  • Zendesk’s ability to scale with a complex, growing business is unmatched.

All five will do a great job. But in the end, using ChannelReply and the helpdesk of your choice will give you more features, more freedom, and almost always a significantly lower price than xSellco Helpdesk. Why spend more for less? Try ChannelReply free now.

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