ReplyDesk Review: Key Features, Pros, Cons
The internet has made it easier than ever to set up your own business and start selling things online, with platforms like Shopify and Amazon allowing sellers and merchants to set up their own online stores in no time at all.
However, running an online store isn’t always easy, and there are lots of different roles and responsibilities to manage, like customer service. Fortunately, software such as ReplyDesk aims to help eCommerce businesses with their customer service messaging.
What exactly is ReplyDesk? How does it work and what are some of the key features of this software? Find out all you need to know, including ReplyDesk pros and cons and ReplyDesk pricing with our detailed ReplyDesk review.
ReplyDesk Pros and Cons
Like any piece of software, ReplyDesk has its plus points and its drawbacks. Here are some of the main pros and cons of ReplyDesk:
- Boosting Efficiency – ReplyDesk is a useful tool to raise efficiency and productivity levels for your customer support department.
- Easing the Load for Support Workers – With ReplyDesk, the working lives of your support agents will be much easier to manage.
- Free to Try – ReplyDesk has a completely free plan for the smallest businesses which is a great way to test it out.
- Versatile – ReplyDesk works with a huge range of platforms, shopping carts, social media sites, and more.
- Comprehensive – ReplyDesk comes with lots of great features that can help you improve customer relations.
- No Free Trial – One of the few downsides to this software is that it doesn’t currently offer a free trial.
- Limited Functionality – Another minor con with ReplyDesk is that this software has its limitations and is only really useful for eCommerce customer support purposes.
What Is ReplyDesk?
So, what exactly is ReplyDesk? Well, ReplyDesk aims to be an all-in-one customer support tool for eCommerce companies. In simpler terms, it’s a helpdesk where you can manage all of your various customer inquiries and messages from just one simple, straightforward inbox, aimed at making it easier and more convenient to respond to your customers and keep up-to-date with all your customer support messaging.
Who Is ReplyDesk for?
ReplyDesk is generally aimed at businesses in the eCommerce world. Whether you’re a small independent seller trying to run your Etsy store or an established company selling across Shopify and Amazon marketplaces, you can use ReplyDesk to manage your customer service messages. Individuals can simply use the ReplyDesk Essentials plan for free inbox assistance, while bigger businesses can sign up for a paid ReplyDesk plan to access advanced features.
ReplyDesk Key Features
What can ReplyDesk actually do? Well, considering this is quite a simple piece of software, it actually has an impressive array of features. Here are some of ReplyDesk’s main features, broken down and explained:
At a fundamental level, ReplyDesk is an all-in-one helpdesk platform. It provides a centralized dashboard where you can receive and manage customer service messages from different stores and channels, all in one place.
So, instead of having to go to different sites and disperse your support team across a variety of networks, you can provide them with just one centralized platform where they can view, manage, and respond to all of your business messages.
If you’re running quite a big and established business on sites like Shopify and Etsy, you may have to deal with quite a lot of customer support queries and messages. It can be hugely time-consuming to respond to all of those messages manually.
ReplyDesk aims to make things easier for you with its automation tools. This software allows you to set up automation processes so that replies to emails can be generated and delivered automatically, reducing the amount of time your staff spend on repetitive tasks,.
Want to keep track of how your customer service agents and workers are performing? Looking for insights and analytics that can help you maximize performance across the board? ReplyDesk can help with that, too.
This app comes with a whole set of team management tools that allow you to track the performance of your support agents, complete with individually assigned inboxes for each team member and internal notes.
Reviews and Feedback
These days, businesses in the eCommerce sector often find themselves relying on reviews and good publicity to build up their brands and get ahead of the competition. Again, this is something that ReplyDesk is able to help with.
ReplyDesk comes with built-in automated review requests, allowing you to automatically ask customers to share their thoughts and write reviews of your store online, boosting your brand’s profile and online standing.
One of the best things about ReplyDesk is how well it works with a huge range of platforms. Let’s say that you’re selling products across stores on eBay, Amazon, and Etsy, for example. Well, with ReplyDesk, all of your messages from those three platforms can be managed in the same place.
Not only that, but ReplyDesk works well with lots of other marketplaces, platforms, and pieces of software, including social media sites like Facebook, email apps like Outlook, and shopping carts like BigCommerce.
So, how much will all of this cost you? Well, like many other pieces of software, ReplyDesk has a few different pricing plans that users can choose between. You can pay via PayPal or credit card, and you can opt to pay either monthly or annually, and you’ll get quite a sizable discount if you choose to sign up for an annual plan. Here’s how the plans break down:
First up, we have the Essential plan. This plan is completely free to use, so it’s a great option for those who want to test out ReplyDesk and see what it has to offer before upgrading to a premium plan.
With the Essential plan, you can enjoy unlimited tickets for one selling channel, and this plan also supports other basic functions and features like tags, order actions, inbox rules, labels, and folders.
The Professional plan is the first premium plan provided by ReplyDesk. It costs $29 per month if you pay annually or $39 per month if you pay monthly, and that price is per agent, so costs may add up if you have a large team.
With this plan, you’ll get unlimited tickets and integrations, along with access to most of ReplyDesk’s key features like team mentions, collision detection, automatic translations, auto responders, agent insights, and more.
Last but not least, we have the Growth plan. This plan is aimed at the biggest businesses and eCommerce stores that want to pursue rapid growth, and it costs $159 per month if you pay annually or $199 for a monthly plan.
The price for the Growth plan covers all agents and allows you to have unlimited agents, unlimited tickets, and unlimited integrations. It comes with all previous features, plus your own dedicated onboarding expert and account manager, along with priority support.
|Price per Month (Monthly)
|Price per Month (Yearly)
|$39 per user
|$29 per user
ReplyDesk: The Final Word
If you want to run a successful eCommerce business and build up your online profile with positive reviews and loyal customers, you have to provide excellent levels of customer support. ReplyDesk is a super tool to help you do that, packed full of handy automation features and technologies to streamline and optimize the support process.