Question 1

What is Replyco?

Accepted Answer

Replyco is a helpdesk software specifically designed for the requirements of e-commerce businesses. The helpdesk solution bundles all messages from various support channels into a single inbox and additionally provides real-time order and customer data. Support teams can save time and automate processes thanks to the AI-powered features in Replyco. The integrated helpdesk reporting also offers valuable insights into the performance of your support team.

Question 2

Who is Replyco suitable for?

Accepted Answer

The helpdesk software is ideal for online merchants who receive customer messages across multiple channels and want to increase efficiency in customer support or simply save time. The system is suitable for sole proprietorships as well as large teams.

Question 3

Which support channels can be connected to Replyco?

Accepted Answer

Replyco offers all relevant integrations for e-commerce merchants, including marketplaces (e.g., Amazon, eBay, Etsy, OTTO Market, Kaufland), shop systems (e.g., Shopify, WooCommerce, BigCommerce, Magento), social media & messengers (e.g., Facebook, Instagram, Telegram, WhatsApp), and email connections (Gmail or other email providers). The live chat provided by Replyco for your online shop can also be integrated directly into your inbox.

Question 4

What are the benefits of Replyco as a helpdesk software for e-commerce merchants?

Accepted Answer

No more tab-hopping: With Replyco, you no longer have to log into 10 different portals; instead, you can keep track of all messages from your shop, marketplaces, and social media channels in a single inbox. • Order data inside the ticket: If you connect Replyco to Billbee, the system displays order details (e.g., tracking numbers or product details) directly within the ticket. This ensures you have all the information you need right at your fingertips when responding. • Faster and more personal replies: Create templates in Replyco for recurring questions. Insert placeholders so that customer names or tracking numbers are filled in automatically. • Smart sorting: Use the helpdesk's artificial intelligence to sort messages or set up rules to automatically filter out or archive spam and simple status notifications. This allows you to focus on genuine customer requests. • Easy ticket assignment: Assign tickets directly to the right team members to resolve customer inquiries much faster. In short: Replyco saves you time, enhances collaboration within your support team, and professionalizes your customer service.

Question 5

What makes Replyco different from other helpdesk providers?

Accepted Answer

Unlike other helpdesk tools and ticketing systems, Replyco was developed specifically for e-commerce. This means the system understands the unique aspects of e-commerce, such as the importance of Amazon SLA times or eBay case management. With Replyco, you also see all essential order details directly inside the ticket.

Question 6

How much does the helpdesk software cost?

Accepted Answer

It depends on whether you choose ticket-based pricing or user-based pricing. With ticket-based pricing, costs are based on your ticket volume (including an unlimited number of user accounts): S Plan incl. 50 tickets: €9 / month, each additional ticket costs €0.32; M Plan incl. 350 tickets: €49 / month, each additional ticket costs €0.32; L Plan incl. 2,500 tickets: €299 / month, each additional ticket costs €0.30. If you are already a Billbee user, you receive Replyco free of charge as part of the Billbee Growth Plan. With user-based pricing, you pay a fee per user (including an unlimited number of tickets): S Plan for 1-3 users: €65 / user per month; M Plan for 4-7 users: €55 / user per month; L Plan for 8-15 users: €45 / user per month; XL Plan for 16+ users: Custom pricing.

Question 7

Can I try Replyco for free beforehand?

Accepted Answer

Yes, you can test Replyco for free for 30 days. The trial period ends automatically, and no credit card details are required.

Question 8

How long does the setup take?

Accepted Answer

Connecting your first channels (e.g., email and eBay) usually takes just a few minutes. Since Replyco is a cloud-based software solution, you don't need to install anything before starting—you can log in and get to work right away.

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