Selling online, normally, goes further than only sell on Amazon. I know just a few people only selling on Amazon. Most of them also sell on Mirakl powered Marketplaces, eBay, Walmart and, of course, they're own ecommerce. That means, multiple channels creating orders and creating support / help tickets which also means complex and time-consuming customer service tasks
Table of Contents
ChannelReply is a multi-channel customer service solution that streamlines and simplifies the customer service process. Cloud-based and accessible without any desktop software you can manage all your customer questions / complaints from different marketplaces like Amazon, eBay, Shopify, Walmart, and others from one centralized platform.
It also integrates with popular helpdesk solutions: Zendesk, Freshdesk, Help Scout, Gorgias, Re:amaze, Zoho Desk, and Kustomer, making it even easier for you to manage support tickets.
Features
Easier multi channel support
Answer your customers regardless of which marketplace they're coming from. One dashboard to rule them all! You can also keep track of every conversation with automatically threaded tickets and glance-check important info about the buyer and their order on each ticket.
Faster customer support
Canned responses and automated replies are a must if you want to escalate your business because, let's face it, 60% of your customers are always asking the same questions: “what's your telephone”, “where's my order”, “can I cancel my order”…
ChannelReply includes a cool feature called Radar Tracking that manages and tracks social media support requests and phone calls.
Team management
Assign tickets to the right agents and order them by priority and also keep a log on who sent which reply so agents can't shift blame or steal credit.
Amazon feedback tool
A paid add-on called CR Feedback so you can improve your Amazon Seller rating and product reviews by sending automatic review requests based on rules.
Integrations
Channel Reply integrations are one of their best features, IMHO. Integrates with:
Marketplace integrations
- Amazon
- eBay
- Shopify
- Walmart
- Back Market
- Newegg
- Etsy
Helpdesk integrations
Pricing
The pricing plans are really easy:
Channelreply pricing
- 14-day free trial with no credit card details required
- Starts from $31 per month
- Cancel anytime with a 30-day money-back guarantee
CR Feedback pricing
- 30 day free trial with no credit card details required
- Starts from $23 per month
- Cancel anytime with a 30-day money-back guarantee
Review
Channelreply is a cost effective and time saving tool especially tailored for online merchants selling in more than 1 channel. If you're selling on eBay + Amazon, Amazon + Shopify or Amazon + another marketplace, don't think it twice, ChannelReply will help you manage your customer support like no other tool. Why? Well, especially for the amount of integrations, the easy and user friednly interface and the canned responses.
Pros
- Simple solution: a comprehensive dashboard for multi-channel customer service to simplify customer service process wether you're selling on your own store, marketplaces or both.
- Multiple integrations: most of the main marketplaces and helpdesks are integrated as a core integration with ChannelReply, so there's not extra cost, extra apps or extra whatever
- Faster Responses: canned responses and automated replies feature reduces response time and improves efficiency, give it a go!
Cons
- Pricing: Channel Reply's pricing may be a bit steep for small businesses with limited budgets.
- No API: AFAIK there's no API available so, if you're selling on other marketplaces or using another helpdesk which is not integrated on ChannelReply's core, you may need another tool.
Our score
Alternatives to ChannelReply
Here you can find the top ChannelReplys alternatives
About the author
Jordi Ordonez
I work as an independent eCommerce and Amazon consultant.
Clients
Estrella Damm, Intersport, Bella Aurora, Lladró, Textura Interiors, Nice Things Palomas, Castañer, Due-Home and many other clients.
Lecturer & Teacher
I teach and have been a speaker at: Meet Magento, Prestashop, Prestashop Day, SEMRush, Cambra de Comerç Barcelona, ClinicSEO, Ecommbeers, Ecommbrunch, Ecommercetour.com, Ecommfest, EOI, ESIC-ICEMD, Foxize, Generalitat de Catalunya, Inesdi, Quondos and The Valley.
In addition, I have done in-company trainings for brands such as Orange and Adidas.
Writer
Finally, I collaborate writing articles for Helium 10, Carbon 6, Shopify, SEMRush, Prestashop´s official blog, Brainsins, La Vanguardia, eCommerce-news.es, Marketing4ecommerce and other blogs and media.
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