Customer Service Desk

Resolve customer service requests faster and improve the quality of service. Transform your customer's experience with Wolken CRM Service

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It’s time to put the spotlight on customer service

An unresolved query or an unhappy interaction can result in your customer expressing their negative experience across the many online and offline networks. This can cause considerable damage to your brand’s reputation. In an age when opinionated customers publish their views with the click of a button, resolving Customer Service Requests should be priority for your business.

The Wolken CRM Service simplifies the often messy process of receiving and resolving customer service requests. It gives your agents a holistic view of the customer as a unit, rather than a ticket. Our Customer Service Desk Software provides your agents with actionable insights, helping them take faster and more relevant actions to deliver qualitative customer support.

spotlight

An unresolved query or an unhappy interaction can result in your customer expressing their negative experience across the many online and offline networks. This can cause considerable damage to your brand’s reputation. In an age when opinionated customers publish their views with the click of a button, resolving customer service requests should be priority for your business.

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The Wolken Customer Service Desk simplifies the often messy process of receiving and resolving customer service requests. It gives your agents a holistic view of the customer as a unit, rather than a ticket. Our customer help desk software provides your agents with actionable insights, helping them take faster and more relevant actions to deliver qualitative customer support.

Features of Wolken CRM Service

Multi-channel ticket management

Multi-channel ticket management

Empower your customer support agents with the ability to quickly view and respond to customer queries and complaints across e-mail, social media, mobile apps, web portals and other channels.

Dynamic rules

Dynamic rules

Re-configure rules for ticketing and incident progress in real time. Our customer help desk software helps your team seamlessly align support operations with new campaigns, a higher ticket inflow and more.

Self-service

Self-service

Reduce ticket volumes and recurring incidents by giving customers the power to find answers on their own. Our application provides customers access to FAQs, user guides and other forms of helpful content.

Auto tagging

Auto tagging

Set auto tagging algorithm-based rules that allow you to classify customer service requests and complaints into predetermined categories. These include time-based, product-based and sentiment-based rules.

Agent Management

Agent management

Enable your support agents to clock in their shift check-in and check-out times, view their performance, manually assign tickets, bulk reply to requests and view the powerful knowledge base via a single application.

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Real-time reporting

Gain instant and actionable insights on ticket flow (hourly, daily, monthly or within a specific date range), pending tickets, First Response Time (FRT), customer support agent performance and other metrics.

Subscription plans

Basic

*Free

Per agent / month

Instant view of incoming messages

Reply to user via the incoming channel

Add notes to or close a ticket

Auto Acknowledgement setup

Team management (Access, groups, etc.)

Ticket Transfer / Escalation

Robust Reporting & Dashboards

3 channels / 5 agents

Support - Email (one day)

No dedicated cloud instance

Premium

$15

Per agent / month


*Includes all Basic features and more

Real-time request viewing

Ticket Categorization

Ticket transfers / escalations

Easy-to-use reply Templates

Auto acknowledgement setup

Team management (Access, groups, etc.)

Robust Reporting & Dashboards

Unlimited channels / agents

Support - Phone and Email (during working hours only)

No dedicated cloud instance

Enterprise

$25

Per agent / month


*Includes all Premium features and more

Custom Notification

Custom Rules Engine

Auto Assignment Rules

Ticket Categorization

Reply Templates

Team management (Access, groups, etc.)

Robust Reporting & Dashboards

Unlimited channels / agents

Support - Phone and Email (24 x 7)

Dedicated cloud instance available (additional pricing - to be discussed)

Customer support for large enterprises

The Wolken CRM Services seamless integrates into your enterprise-wide customer support ecosystem, enabling multiple support teams to work together and deliver great customer service, faster.

We can have your customer support service-ready in less than 2 weeks.

Learn how Wolken helped a leading asset management business modernize their service and change request system

Read Case Study

Connect with our customer service desk experts to learn how we can improve your internal customer support

Request a Demo