Your Guide to

ServiceDesk Excellence

Updates from the world of service support

.

5 Key Takeaways from the Webinar on KCS as a Foundation for Customer Service

By
Parikshith P D
o   8 min Read

We, at Wolken recently hosted a Webinar on KCS as a Foundation for Customer Service by Christie Morin, Self Service Innovator at Broadcom Inc., where she shared her in depth knowledge and insights on Knowledge Centred Service and its benefits.

The Importance of a Stellar Customer Success Team

By
Harish Kamath
o   8 min Read

We have all come across a term that is thrown around like confetti - ‘Customer Success’. While the phrase itself is overused, the impact it has on a company and its customers is highly underrated.

Is Your Contact Centre Equipped to Handle the Impact of COVID-19?

By
Maitri Taneja
o   8 min Read

COVID-19 has accelerated the integration of digital and knowledge services and forced enterprises to redesign their CX strategy. Personalization, Self-Service, and Customer 360 are the new trending words making rounds and trying to fit themselves into The Customer Service Experience.

How a world-class Knowledge Base contributes to making Self Service portals a Success

By
Arunkumar Patil
o   8 min Read

Read the blog to know how you can enable your customers to self-serve with Wolken's Knowledge Centered Services.

AWS Re:Invent 2019 – Wolken Software’s Debut as a “Select-Tier Partner”

By
Wolken Software
o   8 min Read

AWS Re:Invent was truly a global event. It apparently brought 71K individuals from several countries, all aspiring to learn, network and build next-gen solutions on top of the AWS Cloud.

Wolken Software’s Top Ten Takeaways from CCW Vegas 2019

By
Wolken Software
o   8 min Read

Wolken Software’s North America Head Anand Muralidaran represented the company at its first CCW Industry event in Vegas from June 25 to 27.

A CIO Roadmap to Customer Support in 2018

By
Wolken Software
o   8 min Read

Customers expect the company to take care of their issues and while some companies see this as a great burden, others see it as an opportunity to meet and exceed customer expectations

New age Service Challenges demand new ways of Customer Support – Are you ready?

By
Wolken Software
o   8 min Read

How important is customer support service for businesses success? Try this- 54% of millennials, 50% of Gen Xers and 52% of baby boomers stopped doing business with a company because of poor customer service according to opinion studies

The Top Customer Service Metrics for Your Support Team Performance

By
Wolken Software
o   8 min Read

Businesses measure customer satisfaction across different parameters to rate their support function but they need to be considered as a whole and individually.

Self Service isn’t just for Customer Support – Other functions can benefit too

By
Wolken Software
o   8 min Read

Customer support service function received a great impetus with the addition of self-service portal and has become a firm favorite of the tech-savvy millennials and GenZ.

Is your Service Desk Healthy? – 4 Red Flags to watch out for

By
Wolken Software
o   8 min Read

It is now acknowledged that a service desk software helps you handle the ever-increasing customer requests and demands but it is not a ‘set up-forget it’ element of the company

A simple and secure authentication using Okta Services in android development(Part 01)

By
Wolken Software
o   8 min Read

Every android developers are very well aware of Third party integrations like Twitter login, Facebook Login, Google Login etc. All of these Login Services are called as Single-Sign-On (SSO) kind of authentication services

6 Reasons Why You Should Have a Customer Self-Service Portal

By
Wolken Software
o   8 min Read

Having a customer self-service portal empowers your customers to contact you whenever they want to. 24×7 connectivity allows your customers to be connected always, allowing them to connect with you at their convenience.

Are Your Employees Ready for Your Digital Transformation Journey?

By
Wolken Software
o   8 min Read

Back in the 2000s when we received our laptops and Blackberries, we were all super-thrilled as our weekday experience was much better and smoother than our weekend experience.

Customer Experience Trends to Watch Out For in 2018

By
Wolken Software
o   8 min Read

Customer experience (CX)-the set of interactions between a customer and an organization throughout their business relationship– is no more an afterthought.

How AI, Automation & Bots are Transforming Customer Support in the Digital Age

By
Wolken Software
o   8 min Read

In today’s digital economy, customer success cannot be an afterthought. Consumer demands are rapidly evolving beyond what organizations were prepared to handle.

Modernizing Service Support with Chatbots

By
Wolken Software
o   8 min Read

Business expansion, customer demands and productivity improvement requirements are proving to be the driving force for businesses to look at new and technology-enabled solutions to service support challenges.

A Comprehensive Guide to Enterprise Bots for Business

By
Wolken Software
o   8 min Read

Artificial Intelligence is making headway in all spheres of businesses now. From process automation, customer support, productivity, marketing, predictive analytics etc.

What Channels must you Choose to keep your Customers Happy?

By
Wolken Software
o   8 min Read

While companies now agree that customer service support is important for the business’ bottom line and for continued positive customer engagement, they are now faced with a new question.

The CIO’s Role in Defining Customer Experience for 2018

By
Wolken Software
o   8 min Read

As we head into the new year, we expect that digital technology and digital transformation would have greater impact on almost every company in every industry vertical in 2018.

5 Transformative Enterprise help desk Trends to expect in 2018

By
Wolken Software
o   8 min Read

Enterprise IT support organizations and help desks are facing a dramatic shift with technologies and applications evolving faster and user expectations becoming more demanding

How Companies are transforming data into a Customer Satisfaction tool

By
Wolken Software
o   8 min Read

With the possible exception of fly-by-night entities, every organization continually seeks out ways and means to retain customers.

Achieving ITSM metrics in the Age of the Millennials

By
Wolken Software
o   8 min Read

With millennials touted to dominate workplaces in a few years from now, moving into leadership roles, changes are inevitable.

How User Interfaces Combat Challenges in IT Service Management

By
Wolken Software
o   8 min Read

IT Infrastructure is constantly subjected to the pressures of application management and changing business priorities.

Omnichannel Customer Experience – The Next Level of CX

By
Wolken Software
o   8 min Read

If building an omnichannel customer experience is not yet a priority for your organization in 2017, think again.

5 Smart Hacks for Good IT Service Management

By
Wolken Software
o   8 min Read

ITSM suite integrates seamlessly with your workflow management increasing efficacy and employee satisfaction

Flexible and Scalable Service Management Solutions – Not an option but a business need

By
Wolken Software
o   8 min Read

In today’s high velocity and agile business world, it is imperative for technology leaders not just to keep up with the changes in the business environment but be capable of shaping it too

AI exceeds Human Performance in Customer Service – A look into the Future

By
Wolken Software
o   8 min Read

The march of technology is whizzing past milestones, revealing AI(artificial intelligence) concepts and breakthroughs that have surpassed expectations. The time is not far off when we get to see AI impacting our lives in ways that will make us realize that not all science fiction is fiction after all.