Customer Service Desk
Resolve customer service requests faster and improve the quality of service. Transform your customer's experience with Wolken CRM Service
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.
Features of Wolken CRM Service
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.
Re-configure rules for assigning tickets, handling status changes, managing SLA times and other priorities in real time. Our
Create a knowledge base for customers to find answers to common questions in one centralized location. Our customer service desk helps you reduce ticket volumes and provides customers with help desk support by giving them access to FAQs, user guides and other forms of helpful content.
Set auto tagging algorithm-based rules that classify customer service requests into predetermined categories. These include time-based, product-based and sentiment-based rules.
Enable agents to clock in their shift check-in and check-out time, view their performance, manually assign tickets, bulk reply to requests and view knowledge base items via a single application.
Gain instant insights on ticket flow (hourly, daily, monthly or within a specific date range), pending tickets, First Response Time (FRT), agent performance and other metrics.