eDesk
Ecommerce support software that combines order context, channel messages, and outcome-priced AI in one agent workspace.
About eDesk
eDesk is an AI-powered customer support platform for ecommerce teams. It puts customer messages beside order records, product details, prices, and shipping updates, so agents spend less time jumping between sales channels. Every paid plan includes AI Agent. Its usage fee is $0.99 for a completed outcome, such as answering a customer or carrying out an approved return or cancellation. The Essential tier supports one online store or marketplace; higher tiers expand store limits, reporting, onboarding, account support, and multi-brand workflows. Other listed functions include social messaging, Live Chat, rule-based automation, performance reporting, and CSAT surveys, depending on the plan. A 14-day trial starts in Safe Mode, which means messages are neither stored nor sent until the team turns that mode off. eDesk therefore fits online retailers that want order-aware support across commerce channels and are prepared for both per-agent subscription costs and AI usage charges.
Best for
Best use cases
Centralize order-aware replies from multiple commerce channels
Automate repetitive questions, returns, and cancellations with outcome-based AI
Track support performance and customer satisfaction as volume grows
Compare before choosing
Essential has the lowest listed seat price but supports one store or marketplace
Growth raises the channel allowance to five and adds reporting and CSAT surveys
Professional and Enterprise add onboarding, governance, channel capacity, and account support
Features
Unified ecommerce support
Handle customer messages with order, product, pricing, and shipping context in one workspace.
AI ticket resolution
Use AI Agent to answer shoppers or take return and cancellation actions, with charges applied only for completed outcomes.
Multi-channel service operations
Coordinate support across stores, marketplaces, social messaging, and live chat as channel volume grows.
Pros
- Order, product, pricing, and shipping context in one workspace reduces channel switching for agents.
- Four tiers let teams match store count, reporting, onboarding, and account support to operational scale.
- AI Agent charges only for completed outcomes, so unsuccessful attempts do not create usage fees.
Cons
- Listed plans start at $39 per agent each month, creating a recurring seat cost for every active support agent.
- AI Agent adds a $0.99 charge for each completed outcome on top of the subscription price.
- Essential supports only one store or marketplace, while larger channel footprints require higher-priced tiers.
Pricing Plans
Essential
- AI Agent at $0.99 per outcome
- 1 online store or marketplace
- Centralized support workspace
- Social messaging
- Live Chat
- Rule-based automations
Growth
- Everything in Essential
- AI Agent at $0.99 per outcome
- 5 online stores or marketplaces
- Performance reporting
- CSAT surveys
Professional
- Everything in Growth
- AI Agent at $0.99 per outcome
- 10 online stores or marketplaces
- Assisted onboarding and training
- 2 free read-only users
Enterprise
- Everything in Professional
- AI Agent at $0.99 per outcome
- Unlimited channels
- Dedicated account manager
- Multi-brand workflows
* Pricing information is for reference only. Please refer to the latest announcement on eDesk's official website.