What problems is eDesk solving and how is that benefiting you?
Alternative Options - Check out some much better options at the bottom of this review
We started with eDesk many years ago where we had an unlimited user account. Since then, eDesk has continually found new ways to raise our prices and reduce the value of the product we originally signed up for. Although they claim to add all these new features throughout the years, the amount of these features that are actually useful is few and far between. For example, they implemented 'AI email summarizations' which initially sounds great. The problem was, that the summaries generated were significantly longer than the actual email. It's a bit of a gimmick anyway as it often missed out key information. I think eDesk have failed to realise the car that companies want to show to their customers and they've emphasised this greatly with how they deal with their own customers. Not a great trait to have for customer service software.
Over three years, we’ve seen a staggering 47% increase in our rate with a 10% increase only 8 months ago. Now we are confronted with a proposition that would skyrocket our payment to 245% of its current amount. In 3 years, this means our price will have risen to 360% of where it started once the new prices are in effect. This is with no material change to our level of use of this software.
eDesk’s justification? "We have to charge the price we believe our product is worth." Such a mindset overlooks longstanding customer relationships and the evolving competitive landscape of help desk software. Initially, we were promised an ‘unlimited user’ model. However, eDesk pivoted to a ‘per-user’ system, capping our usage without a proportional adjustment in price. So beware, what you sign up for today has historically been proven by eDesk to change when it suits them and likely at a cost to your business! This doesn't take into consideration what they did with xSellco. Search online for "Rising Prices a Growing Pain Point in xSellco Reviews" and you'll begin to build a picture of how this company approaches how much it will charge your business in future.
The relentless price hikes, arbitrary shifts in pricing models, and a barrage of inconsequential ‘features’ have marred our user experience. The introduction of seemingly sophisticated AI enhancements, rather than adding value, has become an excuse to inflate costs without delivering proportional practical benefits.
Furthermore, eDesk’s recent ticket-based ‘unlimited user’ offering has revealed a strategy that seems more exploitative than empathetic. It appears to be a superficial gesture, presenting an illusory advantage, particularly to small businesses. However, in practice, this model is riddled with impracticalities and prohibitive costs, making it an unfeasible choice for any business beyond a minimal size.
Also, the biggest trading period time of the year for most e-commerce businesses is typically the 4-8 weeks leading up to Christmas. Guess when they chose to implement their most recent extreme price change? The 15th November! So basically, they wait until you're at a busy period and you have much bigger things to deal with before they sneak in their price hikes. Their hope is that you'll overlook and forget about it. Now that's not very customer-focused, is it?
In conclusion, eDesk has, unfortunately, failed us. Their strategy seems driven more by greed than a desire to offer impactful, value-driven solutions to their users. Their current trajectory raises critical questions about their commitment to customer success and the ethical considerations of their business practices. This is a warning to potential customers for vigilance and a plea to eDesk to re-evaluate and realign their strategies with the true needs and values of their customers. the focus should be on delivering tangible value, practical improvements, and a pricing model that respects customer loyalty and reflects the actual utility of the service. An honest, user-centric approach is crucial to sustaining trust and satisfaction in this competitive domain.
Alternatives we're now looking at:
Replyco (Much better pricing with unlimited users and unlimited tickets)
Re:Amaze - This one is quite exciting as it's a GoDaddy brand
Zendesk/Freshdesk/Gorgias/Help Scout - It depends on the use case but these all rank very high for helpdesk software. They can also be combined with 'ChannelReply' for users who need to integrate directly into marketplaces like Amazon, Ebay, Etsy etc.
Zoho Desk - This also came up a lot in searches and seems to integrate into marketplaces via ChanelReply or Zapier. Zoho is obviously a huge software company that can be relied upon.
Intercom/Front/Happy Fox/HubSpot Service Hub - Some interesting options to explore (all dependent on use case). Review collected by and hosted on G2.com.
