Onsite Support Reviews & Product Details

Onsite Support is a full-stack ecommerce helpdesk built exclusively for online sellers — not adapted from a generic IT service desk, but designed from the ground up for how ecommerce support actually works. The platform consolidates every customer conversation across Amazon, eBay, Walmart, Shopify, TikTok Shop, WooCommerce, Etsy, Newegg, Back Market, Mirakl and 10+ additional marketplaces into a single unified inbox. Every ticket arrives with live order data, customer history and product information already populated — eliminating the need for agents to switch between platforms, manually look up orders or copy-paste information between tools. **What makes Onsite Support different from other helpdesks:** Unlike competitors, Onsite Support was purpose-built for ecommerce sellers managing multichannel operations. The platform's AI engine is trained on each merchant's own data — their order history, product catalog, company policies and marketplace rules — rather than generic large language model responses. This means the AI can resolve real customer questions accurately: order status, return eligibility, product compatibility, troubleshooting, tracking information and more. AI chatbots can be deployed directly on merchant websites and branded support landing pages to deflect tickets before they reach the queue. Agents can take direct action from within every ticket — issuing refunds, applying discounts, canceling orders and creating replacement shipments — without leaving the platform. This reduces average handling time significantly and eliminates the multi-tab workflows that slow ecommerce support teams down. **Amazon sellers** benefit from an exclusive Product Lifecycle Support (PLS) integration that places a branded "Get Product Support" button directly on the customer's Amazon returns page — intercepting return intent before a return is filed and giving sellers a first-line opportunity to resolve the issue, protect their metrics and preserve the sale. **Platform highlights:** - Unified multichannel inbox: 10+ marketplaces natively connected - AI trained on your own order data, product catalog and policies - In-ticket order actions: refunds, replacements, cancellations, discounts - Amazon PLS: return interception before returns are filed - SLA automation with custom rules by marketplace and ticket type - Multi-language AI: automatic language detection and response in 50+ languages - Voice integrations: JustCall, Aircall and AWS Connect built in - WhatsApp integration built in - CSAT surveys, custom reporting and performance dashboards - White-glove onboarding and free data migration from any helpdesk included with every plan ** Threecolts is a leading ecommerce software company serving thousands of sellers globally across a suite of tools. Onsite Support benefits from deep Amazon and marketplace expertise built over years of serving the ecommerce community.