xSellco - Detailed Review
Business Tools
xSellco - Product Overview
xSellco Overview
xSellco is a comprehensive suite of business tools specifically designed for online retailers, particularly those selling on multiple marketplaces like Amazon, eBay, and Shopify. Here’s a breakdown of its primary function, target audience, and key features:
Primary Function
xSellco’s main objective is to help online sellers manage and optimize their eCommerce operations efficiently. The platform focuses on three core areas: customer support, feedback management, and competitive pricing.
Target Audience
xSellco is primarily used by small to medium-sized eCommerce businesses, often with 1-10 employees and revenues ranging from $1 million to $10 million. These businesses are typically in the retail and manufacturing sectors, with a significant presence in the United Kingdom, the United States, and France.
Key Features
Customer Support (eDesk)
eDesk is an AI-powered helpdesk software that centralizes customer messaging from various marketplaces and social media channels into a single, smart inbox. Key features include:
- Time-saving templates
- Consolidated messaging
- Two-way message translation
- AI-driven sentiment analysis
- Automated responses
- Seamless integrations with over 200 marketplaces and eCommerce tools
Feedback Management (Feedback Express)
Feedback Express automates the process of requesting feedback from customers. It includes features such as:
- Automated email flows
- Customizable email templates
- AB testing and personalization
- Performance analytics and reporting
- Integration with external tools like Channel Advisor, Linnworks, and Facebook
Repricing (Repricer.com)
Repricer.com is an instant Amazon repricer that helps sellers optimize their pricing strategy in real-time. Key features include:
- Instant repricing across all 21 Amazon marketplaces and 20 eBay marketplaces
- Net margin repricing to ensure profitable sales
- Sales rules to steer pricing strategy
- AI features to target and optimize profits
- Syncing prices across all sales channels
- Opportunities reports to improve sales and profits
Additional Features
- Scheduler: Allows scheduling time-specific repricing rules to optimize sales during slow periods.
- Buy Box Predictor: Identifies products with high or low probabilities of winning the Buy Box.
- Actionable Dashboards: Provides insights into pricing activities and Buy Box performance.
xSellco’s suite of tools is designed to simplify and streamline eCommerce operations, helping sellers save time, increase sales, and maintain a competitive edge in the market.
xSellco - User Interface and Experience
User Interface Overview
The user interface of xSellco, particularly in its business tools and AI-driven products, is designed with a focus on ease of use and streamlined functionality.Ease of Use
Users have consistently praised the interface for its simplicity and user-friendly design. The eDesk platform, for example, allows support agents to manage customer service across all online marketplaces from a single dashboard, making it easy to respond quickly and accurately.Interface Design
The usability and UX design of xSellco are highlighted as major strengths. The interface is intuitive, with features such as order details and tickets displayed in one place, which simplifies the process of handling customer inquiries. Templates are also available, which save time and make the workflow more efficient.Key Features
Centralized Dashboard
All customer tickets from various marketplaces and social channels are consolidated into a single, easy-to-use dashboard. This centralization helps in managing customer service more seamlessly.AI Suggestions
The platform includes AI-driven suggestions for responses, although some users have noted minor issues with selecting these suggestions after certain updates.Order Details
The sidebar feature displays order details when dealing with tickets, which is a significant advantage over other helpdesk software.Templates and Automation
Automated feedback requests and pre-built templates help in managing customer feedback and reviews efficiently. Users can define rules to target happy customers for review requests, ensuring a higher likelihood of positive feedback.User Experience
Overall, the user experience is positive, with many users appreciating the time-saving aspects of the platform. For instance, BigJigs Toys reported reducing their average customer response times by 84% after using xSellco.Areas for Improvement
However, some users have noted a few areas for improvement. For example, there have been issues with the organization and filter options of tickets, and some users have experienced problems with Amazon channel integration and the auto-assignment of ticket types.Conclusion
In summary, xSellco’s user interface is praised for its ease of use, intuitive design, and the ability to manage multiple aspects of eCommerce operations from a single platform. While there are some minor issues, the overall user experience is generally positive and time-efficient. xSellco - Key Features and Functionality
xSellco Business Tools Overview
xSellco offers a suite of business tools, particularly in the AI-driven product category, that are designed to enhance customer support, feedback management, and overall sales productivity for e-commerce businesses. Here are the main features and how they work:eDesk by xSellco (Helpdesk Software)
Unified Inbox
eDesk consolidates customer messages from multiple channels, including marketplaces like Amazon, eBay, and social media platforms, into a single smart inbox. This allows sellers to manage all customer queries from one manageable location, streamlining the support process.AI-Driven Sentiment Analysis
eDesk uses predictive algorithms to scan the contents of customer support tickets and detect the prevailing sentiment. This helps in suggesting the best responses, enabling sellers to focus on growing their revenue rather than spending time on crafting responses.Intelligent Routing
The software allows for unlimited customizable rules to assign incoming tickets to the best agents suited to solve each query. This ensures that each issue is handled efficiently by the most appropriate team member.Shipment Tracking
eDesk integrates fully with marketplaces, allowing order details and live shipping information to be matched with incoming communications. This makes it easier to respond to customer queries related to shipping and delivery.AI Responses and Templates
eDesk uses AI to suggest optimized responses to customer queries, enabling one-click solutions. This feature includes time-saving templates that can be used to respond quickly and accurately.HandsFree Automated Responses
The software can automatically and intelligently respond to customers, reducing the workload on support agents. This feature is particularly useful for handling routine or repetitive queries.Two-Way Message Translation
eDesk offers two-way message translation, facilitating communication with customers in different languages. This ensures that language barriers do not hinder customer support.xSellco Helpdesk
Customization and Integration
xSellco Helpdesk allows businesses to customize messages and themes, and it integrates smoothly with popular marketplaces and social media channels. This centralizes customer queries, making it easier to manage and assign them to team members.Smart Reporting
The software provides smart reporting capabilities, allowing businesses to generate insightful team performance reports. These reports include metrics such as response times, heatmaps, and ticket volume, helping to identify trends and improve customer support quality.Access and Security
System admins can assign roles and permissions to decide who can access which data, ensuring that sensitive information is protected. The mobile-friendly design makes it easy to access the helpdesk on various devices.xSellco Feedback
Automated Feedback Requests
xSellco Feedback automates feedback requests on various channels, including Amazon, eBay, and Trustpilot. The system targets satisfied customers based on their purchase history, location, and delivery times, ensuring that feedback is solicited at the right time.Detailed Feedback Management Rules
The software has a detailed set of feedback management rules that are compliant with leading feedback policies. It selects reviewers based on criteria such as delivery times, satisfaction, location, and purchase history, avoiding those who did not receive products on time.Protection from Bad Reviews and Spam
xSellco Feedback helps protect against bad reviews and spam by managing reviews and distinguishing good ones from bad ones. It allows businesses to respond quickly to negative feedback and encourages loyal customers to share positive comments.Seamless Integration with Helpdesk
The feedback system integrates seamlessly with xSellco Helpdesk, ensuring that customers with support ticket history do not receive feedback requests unless their issue has been resolved.A/B Testing and Feedback Optimization
xSellco Feedback allows businesses to use A/B testing to design better methods for targeting reviewers. It also sets messages to be delivered at times when customers are more likely to read and respond to feedback requests, increasing the potential for positive feedback.Conclusion
In summary, xSellco’s AI-driven tools are designed to streamline customer support, automate feedback requests, and enhance overall sales productivity. The integration of AI in features like sentiment analysis, automated responses, and smart reporting helps businesses provide better customer service and improve their operational efficiency. xSellco - Performance and Accuracy
Evaluating the Performance and Accuracy of xSellco’s Business Tools
Evaluating the performance and accuracy of xSellco’s business tools, particularly its AI-driven products, reveals several key strengths and a few areas for potential improvement.
Performance
xSellco’s tools, such as the Feedback module and the Repricer, demonstrate high performance in their respective areas:
Feedback Management
xSellco Feedback excels in automating feedback requests, selectively targeting satisfied customers based on purchase history, location, satisfaction, and delivery times. It manages reviews effectively, distinguishing between good and bad feedback, and helps in responding quickly to reviews. This module also integrates smoothly with xSellco Helpdesk, ensuring that customers with support tickets are not targeted for feedback.
Repricing
The xSellco Repricer is highly efficient in managing real-time pricing and competitor tracking. It reacts to market changes within 90 seconds, helping sellers win the Amazon Buy Box more frequently. The repricer also provides comprehensive competitor insights, tracks top rivals 24/7, and ensures uniform pricing across multiple platforms like eBay, Shopify, and Magento.
Accuracy
The accuracy of xSellco’s tools is a significant aspect of their performance:
Feedback Accuracy
xSellco Feedback ensures accurate targeting of customers for feedback requests, avoiding those who may have had negative experiences. It also provides detailed metrics and social proof ratings, helping sellers improve their feedback strategy and respond to reviews accurately.
Repricing Accuracy
The Repricer offers accurate and timely repricing based on competitor actions, inventory levels, and other critical factors. It ensures that prices are adjusted correctly to maintain profitability and competitiveness, with features like triple-check safeguards to prevent pricing below desired levels.
Limitations and Areas for Improvement
While xSellco’s tools perform well, there are a few areas where improvements could be made:
Integration Expansion
One of the noted limitations is the potential for expanding integrations with more third-party apps. Currently, xSellco integrates well with popular platforms, but broader integration could enhance its versatility.
Minor Bug Fixes
Although the system is generally stable, minor bugs can occur. However, xSellco is proactive in addressing these issues quickly, which minimizes any disruption to users.
In summary, xSellco’s business tools, such as the Feedback and Repricer modules, demonstrate strong performance and accuracy. They are well-integrated, efficient, and provide valuable insights to help businesses manage feedback and pricing effectively. While there is room for expanding integrations, the overall user experience and functionality of xSellco’s tools are highly regarded.
xSellco - Pricing and Plans
xSellco Offers Overview
xSellco offers a range of business tools, each with its own pricing structure and features. Here’s a breakdown of the main products and their plans:
xSellco Repricer
The xSellco Repricer is a tool for automated Amazon pricing. Here are the pricing tiers and key features:
Pricing Tiers
- Express: $105 per month
- Basic repricing features
- Limited to a specific number of products and channels.
- Add-On – Amazon Business: $179 per month
- Additional features focused on Amazon Business
- Includes more advanced repricing and tracking capabilities.
- Add-On – Google Shopping: $209 per month
- Features tailored for Google Shopping
- Includes repricing and listing management for Google Shopping.
- Plus: $309 per month
- Supports up to 50,000 products
- Instant repricing
- Unlimited channels
- Priority 24/7 support.
- Ultimate: $509 per month
- Supports up to 250,000 products
- Instant repricing
- Unlimited channels
- Priority 24/7 support
- 30 days of competitor tracking
- Buy Box predictor and net-margin repricing.
- Extreme: $1,549 per month
- Supports up to 1,000,000 products
- Instant repricing
- Unlimited channels
- Priority 24/7 support
- 30 days of competitor tracking
- Buy Box predictor and net-margin repricing.
Key Features
- Repricing Speed: Varies from hourly to instant depending on the plan.
- Competitor Tracking: Ranges from 24 hours to 30 days.
- Support: Standard to Priority 24/7 support.
- Performance Reports: Available in higher tiers.
- Buy Box Predictor: Available in Ultimate and Extreme plans.
- Net Margin Repricing: Available in Ultimate and Extreme plans.
xSellco Feedback
xSellco Feedback is used for automated feedback collection. Here are the pricing tiers:
Pricing Tiers
- Basic Plan: $49 per month (billed annually)
- Basic feedback management features.
- Professional Plan: $99 per month (billed annually)
- More advanced feedback collection and management.
- Premium Plan: $199 per month (billed annually)
- Comprehensive feedback management with additional features for larger businesses.
Key Features
- Free Trial: A 14-day free trial is available for all plans.
- Feedback Management: Automated feedback collection and management.
- Customer Satisfaction: Tools to measure customer satisfaction.
xSellco eDesk
xSellco eDesk is for managing ecommerce customer support tickets. While the specific pricing tiers for eDesk are not detailed in the sources, here are some key features:
Key Features
- Multi-Channel Support: Manages customer tickets from multiple marketplaces and social channels.
- Unified Dashboard: Displays all customer tickets in one place.
- Priority Support: Available in higher plans of other xSellco products, suggesting similar support levels may apply.
Free Options
- Free Trial: xSellco offers a free trial period for its products, including Repricer and Feedback, allowing users to test the features before committing to a plan.
In summary, xSellco’s pricing is structured around different tiers that cater to various business needs, with more advanced features and support available in the higher-tier plans. There are no free or freemium versions, but a free trial is available for all products.
xSellco - Integration and Compatibility
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xSellco’s AI-Driven Product: eDesk
XSellco’s AI-driven product eDesk is renowned for its extensive integration capabilities and broad compatibility across various platforms and devices. Here are some key points to consider:
Integration with Marketplaces and eCommerce Platforms
eDesk integrates seamlessly with over 250 marketplaces, shopping carts, and social channels. This includes major platforms such as Amazon, Shopify, Walmart, Mirakl, and more.
For instance, the Magento integration allows eDesk to connect with your Magento store, providing all necessary data to resolve customer queries efficiently. This integration includes access to order details, delivery information, and previous communications, all centralized in one place.
Social Media and Other Channels
eDesk also integrates with various social media channels, enabling you to manage customer interactions from multiple sources within a single, unified inbox. This helps in streamlining customer support and ensuring that no message goes unattended.
Compatibility with Devices
eDesk offers native mobile apps for both iOS and Android, allowing support agents to manage customer queries on the go. This ensures continuous support without any interruptions, regardless of the device being used.
Technical Compatibility
The eDesk extension is compatible with various versions of Adobe Commerce, including Adobe Commerce (cloud) and Adobe Commerce (on-prem), as well as Magento Open Source. It supports versions 2.2, 2.3, and 2.4, ensuring that it remains updated and compatible with the latest eCommerce platforms.
Security and Infrastructure
xSellco’s infrastructure is built to meet ISO 27001 security standards and is hosted on AWS Cloud, which is certified to ISO 27001, ISO 27017, and ISO 27018. This ensures that the platform is secure and reliable, with measures such as firewalls, secure encrypted channels, and regular penetration tests by a third-party security company.
Additional Tools and Features
eDesk also integrates with other eCommerce tools, including fulfillment and inventory software. It offers features like auto-translate, built-in auto-responder, and live chat, making it a comprehensive solution for managing customer support across all channels.
Conclusion
In summary, xSellco’s eDesk is highly versatile and compatible with a wide range of platforms, marketplaces, and devices, making it an excellent choice for eCommerce businesses looking to streamline their customer support operations.
xSellco - Customer Support and Resources
xSellco’s eDesk Overview
xSellco offers a comprehensive suite of tools and resources specifically designed to enhance customer support for eCommerce businesses, particularly through its AI-powered help desk software, eDesk.
Centralized Customer Messaging
eDesk allows online sellers to centralize their customer messaging into one smart inbox. This consolidation enables support agents to manage communications from multiple channels, including over 250 marketplaces, social media channels, and other eCommerce tools like Amazon, Shopify, Walmart, and more.
AI-Driven Features
eDesk incorporates several AI-driven features to streamline customer support. These include:
- Time-saving templates: Pre-built templates to speed up responses.
- AI-driven sentiment analysis: To predict customer moods and respond appropriately.
- HandsFree automated responses: The ability to automatically and intelligently respond to customers.
- Two-way message translation: To support communication with foreign-speaking buyers.
Performance Analytics and Workflows
The software provides performance analytics based on ticket volume by store, language, and query type. This data helps in creating templates to speed up responses and automate workflows based on filters, labels, rules, and response times.
Multichannel Support
eDesk gives you a unified view of all your customer data across multiple social channels and marketplaces within one single interface. This helps in managing customer interactions efficiently and ensuring faster response times. For instance, it speeds up response times by 46% when multiple channels are streamlined into one centralized system.
Social Media Support
Recognizing the importance of social media in customer support, eDesk helps businesses manage volume and meet customer expectations on these platforms. It highlights that customers expect a response on social media within the hour, and eDesk’s features are designed to meet these expectations effectively.
Additional Resources
xSellco provides several resources to help eCommerce businesses improve their customer support processes:
- Infographics and Guides: Detailed guides and infographics on how to ace customer support on social media and a complete guide to eCommerce customer support.
- Blog and Support Team: Access to a blog with tips and advice on improving support processes, as well as direct support from the xSellco team.
Trial and Integration
Users can start with a free 14-day trial to experience the features of eDesk. The software integrates seamlessly with various eCommerce tools, webstores, and shipping providers, making it a comprehensive solution for managing customer support operations.
Conclusion
Overall, xSellco’s eDesk is a powerful tool that simplifies and enhances customer support for eCommerce businesses, ensuring faster response times, improved customer satisfaction, and streamlined operations.
xSellco - Pros and Cons
Advantages
Unified Dashboard and Integration
xSellco’s helpdesk, now known as eDesk, consolidates customer queries and order details from all sales channels into a single, easy-to-use dashboard. This integration ensures that you can manage support from multiple platforms like Amazon, eBay, Shopify, and more from one place.
AI-Powered Features
eDesk uses AI to automatically classify incoming messages based on content, order status, and other criteria, helping you prioritize and assign messages efficiently. It also provides sentiment analysis and summaries of customer interactions.
Feedback Management
xSellco Feedback automates requests for feedback, manages reviewer behavior, and helps in converting reviews into revenue. It selectively targets satisfied customers based on purchase history, location, and delivery times, and it integrates smoothly with the helpdesk to avoid targeting customers with support tickets.
Efficient Customer Support
The helpdesk features real-time dynamic dashboards, customer segmentation, and advanced templates to respond quickly. It also includes a built-in auto-responder and live chat capabilities, enhancing the speed and quality of customer support.
Performance Improvement
For those using XSELL Technologies’ solution, the AI-driven chat combines with human authenticity to improve agent performance, reduce training time, and shorten average handle time (AHT) by 5-15%. This approach also improves Net Promoter Score (NPS) by 21%.
Disadvantages
Cost
xSellco’s helpdesk and other solutions can be quite pricey, especially when combining multiple products like the helpdesk, repricer, and feedback tools.
Technical Issues
There can be occasional issues with the software, such as the need to restart it to refresh and avoid missing overdue tickets and messages. Additionally, the help desk can sometimes be slow, affecting productivity.
Filtering and Assignment Issues
Filtering messages by channels can be tricky, and some tickets may be automatically assigned as system messages even when they are not relevant to the system.
Integration Limitations
While xSellco Feedback integrates well with several major platforms, there is room for improvement in expanding integrations to include more third-party apps.
By weighing these pros and cons, businesses can make an informed decision about whether xSellco’s AI-driven tools align with their needs and budget.
xSellco - Comparison with Competitors
xSellco Key Features
- xSellco eDesk: This is a comprehensive customer support tool that helps manage ecommerce customer support tickets efficiently.
- xSellco Repricer: An automated pricing tool primarily for Amazon, which adjusts prices based on competitor pricing.
- xSellco Feedback: A tool for automated feedback collection on platforms like Amazon, eBay, and Trustpilot.
Unique Features of xSellco
- Integrated Platform: xSellco offers a connected ecommerce platform that manages support, feedback, and pricing in one place.
- Automated Feedback Collection: xSellco Feedback automates the process of collecting feedback, which is a significant time-saver for ecommerce businesses.
- Multichannel Support: xSellco eDesk supports multiple channels, including email, social media, and marketplaces like Amazon and eBay.
Competitors and Alternatives
1. Saufter
- Automated Reviews and UGC Collection: Unlike xSellco, Saufter includes automated reviews and user-generated content (UGC) collection, making it a strong alternative to both xSellco eDesk and Feedback.
- Marketing Automation: It offers AI-drafted emails, chat responses, and automated agent training.
- Proactive Customer Support: Saufter includes features like order issues scanning and a customizable knowledge base.
2. Gorgias
- Automated Personalized Responses: Gorgias allows for automated responses based on customer history, reducing repetitive tasks.
- Integration with Ecommerce Platforms: It integrates well with various ecommerce platforms but lacks Magento integration in its basic plan.
- Ticket-Based Pricing: Pricing is based on the number of tickets, which can be costly for small teams with high ticket volumes.
3. Freshdesk
- Cost-Effective: Freshdesk is known for its competitive pricing, with a free plan and a $15/agent/month plan.
- Multichannel Support: It supports email, Facebook, Twitter, and integrations with Amazon, eBay, and other marketplaces.
- Feedback and Survey Options: Freshdesk offers feedback and survey options but lacks automated review collection.
4. Zendesk
- Stable and Well-Designed: Zendesk is a battle-hardened helpdesk with flexible pricing plans and extensive integrations with ecommerce platforms.
- Multichannel Support: It supports email, social media, and various marketplaces.
- Free Trial: Zendesk offers a 14-day free trial.
5. Richpanel
- Live Chat and Helpdesk: Richpanel is a live chat and helpdesk tool that allows for efficient customer service management.
- Self-Service Help Center: It includes a self-service help center and automation features but lacks automated Amazon review collection.
- User-Friendly Interface: The interface is very user-friendly, making training simple.
6. Re:amaze
- Integrated Platform: Re:amaze offers an integrated platform for customer service, help desk, and live chat solutions.
- Knowledge Base Integration: It has a clean helpdesk UI with a knowledge base integrated into the live chat.
- Automated Workflow Triggers: Re:amaze allows for creating “Intents” that can be used as automated workflow triggers.
7. Kayako
- Simple Ticket Management: Kayako is known for its simple ticket management and customization features.
- Self-Service Support: It includes a help center for 24/7 self-service support.
- Native Mobile Apps: Kayako has native mobile apps for iOS and Android but lacks sufficient reporting capabilities.
Market Share and Other Competitors
- xSellco’s competitors in the customer engagement category include CINNOX, Intercom, and LiveChat, with CINNOX holding a significant market share of 56.46%.
In summary, while xSellco offers a comprehensive suite of tools for ecommerce businesses, its alternatives provide unique features and pricing models that can better suit specific business needs. It is crucial to evaluate these alternatives based on factors such as pricing, integration capabilities, and the specific features that align with your business requirements.
xSellco - Frequently Asked Questions
Frequently Asked Questions about xSellco
What are the different pricing plans offered by xSellco Repricer?
xSellco Repricer offers several pricing plans to cater to different business needs. The plans include:
- Express: $105 per month
- Add-On – Amazon Business: $179 per month
- Add-On – Google Shopping: $209 per month
- Plus: $309 per month
- Ultimate: $509 per month
- Extreme: $1,549 per month
However, another source breaks down the plans slightly differently:
- Basic: $99 per month (or $79 annually)
- Plus: $299 per month (or $249 annually)
- Ultimate: $499 per month (or $399 annually)
- Extreme: $1,499 per month (or $1,199 annually)
Do xSellco Repricer plans include a free trial?
Yes, xSellco Repricer offers a free trial, allowing you to test the software before committing to a paid plan.
What features are included in the different xSellco Repricer plans?
The features vary by plan but generally include:
- Repricing Frequency: Ranges from hourly to instant repricing depending on the plan.
- Number of Products: From 2,500 products in the Basic plan to 1,000,000 products in the Extreme plan.
- Channels: The higher plans offer support for unlimited channels.
- Competitor Tracking: The duration of competitor tracking increases with the higher plans, up to 30 days.
- Support: Priority 24/7 support is available in the higher plans.
- Additional Features: Net-margin repricing, scheduler, buy box predictor, and performance reports are included in various plans.
Does xSellco Repricer support multiple marketplaces?
Yes, xSellco Repricer supports multiple marketplaces, including Amazon, eBay, and Walmart. The software helps you optimize prices and win the Buy Box across these platforms.
How does xSellco Repricer help with winning the Buy Box on Amazon?
xSellco Repricer uses intelligent pricing strategies to automatically adjust your prices in real-time, helping you stay ahead of competitors. It can reprice products as quickly as every 90 seconds, increasing your chances of winning the Buy Box. Additionally, features like the Buy Box predictor help identify products with a high probability of winning the Buy Box.
What is eDesk by xSellco, and how does it help with customer service?
eDesk by xSellco is a customer support help desk built exclusively for eCommerce. It centralizes customer tickets from all your marketplaces and social channels into one simple dashboard, making it easier to respond to customers quickly and efficiently. This can significantly reduce average customer response times.
Does xSellco offer any tools for managing feedback and reviews?
Yes, xSellco provides tools to help manage feedback and reviews. You can use their software to target positive feedback with selective requests on platforms like Amazon, eBay, and Trustpilot.
Is there a setup fee for using xSellco Repricer?
No, there is no setup fee for using xSellco Repricer. You can start using the service immediately after signing up for a plan.
Can I save money by paying annually for xSellco Repricer?
Yes, paying annually for xSellco Repricer can save you over 25% compared to the monthly plans.
What kind of support does xSellco offer to its customers?
xSellco offers various levels of support depending on the plan you choose. The higher plans include Priority 24/7 support, while the Basic plan offers standard support.