Enhanced Team Collaboration

Coordinate Your Support Team

The various teamwork features enable your employees to exchange the right information at the right time and in the right place. This ensures productive customer service for your e-commerce business.

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Teamwork with Replyco

Replyco is built to support online merchants in managing customer support seamlessly. Collaboration within a support team can be a critical factor for success. Replyco provides a wide range of features designed for smart, cost-efficient team collaboration.

One Helpdesk for the Entire Team

Unlimited Team Access

Teamwork makes the dream work! Starting with the M Package, add as many users to your Replyco account as you need. Whether your support team consists of one or one hundred agents, it won't impact your monthly costs at Replyco (except for the S Package).

Increased Transparency

Easy Task Assignment

Effortlessly manage your customer service by defining clear areas of responsibility for different Replyco users. Maximize support efficiency by assigning specific ticket types to designated team members, ensuring everyone knows exactly what tasks to handle.

What Replyco Users Are Saying

"I can do everything from one place. All messages from various channels (Instagram, Amazon, Facebook, Email, etc.) arrive in one place, which saves time and reduces distractions. Additionally, I can easily hand over customer support to someone else, for example, when I'm on vacation."

Mirjam on OMR Reviews

Translated from German

"Before we had a messy web of email forwards that ended up with multiple people replying to a customer leading to even greater confusion. This has quickly replaced that with a streamlined and automated flow decreasing time between messages to customers and increasing the efficiency of our communication."

Zech on Capterra

‍Übersetzt aus dem Englischen

"From the 3 options I had, I definitely chose the right one. The fact that they are a smaller company makes them more personable to the customer. The price is perfect and flexible for multiple users as well as updates constantly being rolled out allowing businesses to merge different roles."

Vik on Capterra

Übersetzt aus dem Englischen

A Shared Roadmap

SLA Prioritization

Which tickets need immediate attention? With Replyco, your team can quickly sort customer inquiries by priority, maintaining a clear overview of today's urgent tasks and what can wait.

Share Information Easily

Internal Notes

Internal notes optimize collaboration when resolving customer issues that require extra context. Teammates can touch base and share critical data needed to solve complex tickets.

Track Helpdesk KPIs

Performance Reporting

Keep your team's performance on your radar at all times. Metrics like average ticket resolution time and activity reports provide a clear picture of workload and how customer inquiries are handled.

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Frequently Asked Questions

Can I Use Replyco With Multiple Team Members?

Yes, Replyco is explicitly designed for team collaboration. Every team member gets their own personalized access with individual login credentials. Through detailed role and permission management, you can flexibly control which agents have access to specific inboxes, marketplaces, integrations, or admin settings.

How Many User Accounts Can I Set Up per Plan?

Opting for ticket-based pricing allows you to create an unlimited number of user accounts.

With our user-based model, your team size determines your tier: Tier S covers 1–3 seats, Tier M supports 4–7, Tier L includes 8–15, and Tier XL accommodates 16+ users. This model scales seamlessly with your business—becoming increasingly cost-effective per user as your team grows.
‍ticket-based pricing, you can create unlimited accounts. , you can create an unlimited number of accounts.

Find out more on our pricing page

Can I Assign Tickets to Individual Team Members?

Yes, if an inquiry requires specific expertise, you can hand off the ticket to the responsible person in just two clicks, and they will be notified immediately. If you want to save more time, you can automate this step with Replyco so that tickets route to the right person completely automatically.

Can Teams See if a Colleague Currently Has a Ticket Open to Avoid Duplicate Replies?

Yes, if a colleague has a ticket open or is actively drafting a response, Replyco displays this in real time. This eliminates duplicate replies and cuts down on redundant work within the team.

Can I Define Service Hours and Service Level Agreements?

Yes, you can precisely define your specific business hours as well as binding Service Level Agreements (SLAs) within Replyco. You determine the timeframe (e.g., within 24 hours) in which customer inquiries must be answered, and the system automatically factors in your configured working hours and weekends. Should a message risk breaching this timeframe, it will be color-coded on the dashboard or bumped up in priority, helping you meet your service promises and the strict guidelines of marketplaces like Amazon or eBay at all times.

Are Internal Notes Supported?

Yes, internal notes can be left directly inside the ticket in Replyco, making it easy to store important background info on orders or ask questions to colleagues. You can also mention specific team members in these notes to automatically notify them, accelerating internal alignment without jumping to external messaging apps.

Can I View Performance Reports for Individual Team Members?

Yes, the dashboard allows you to filter statistics by individual team members. This keeps metrics like resolved ticket counts, average response times, or SLA compliance per person right on your radar. These data-driven insights help you distribute workloads fairly across the team, spot bottlenecks, and optimize productivity where it counts.