Wolken Care - A Self-service Customer ServiceDesk

Wolken Care has a built-in multilingual knowledge library accessible to your clients and agents and aids in real-time query resolution. With the Wolken Care knowledge base module, you can quickly search, tag, and locate insightful content in Wolken's centralized repository. The CSAT module from Wolken Care assists you in growing and improving by obtaining insightful client feedback on important issues.  

In addition, customers can use a technology called customer self-service to look up answers to their inquiries without speaking to a live person. Customer self-service refers to customer care that enables users to resolve issues independently, frequently using a knowledge base, chatbot, or automated task management platform. It is a body of information arranged to allow for finding and interpreting the answers quickly and simply. Customer service cannot entirely be replaced by self-service software. But if it's well-organized and straightforward, it can be an excellent time-saving compliment that both customers and service representatives will like.

How To Get Onboarded To Wolken Care - A Self-service Customer ServiceDesk

You have everything you need if you want a ServiceDesk solution with Omnichannel support, clever automation, and understandable reports but don't want to wait months for it to be set up. The newest product in our line, Wolken Care, is ideally suited for small and medium-sized businesses. The goal is to simplify your support procedures so you may devote more time to expanding your business. Wolken Care is the right platform for you if providing the best possible client experience is your top concern. With little to no coding or outside help, your customer service setup can be up and operating thanks to its intelligence, scalability, simplicity, and affordability.  

1. Signup

It can be tempting to believe that customer onboarding doesn't begin until a consumer has formally subscribed to your service. However, the registration process is just the beginning of that adventure.

2. A welcoming email

Welcoming with an email to a new customer once they sign up is the following stage in your onboarding procedure. They should be immediately redirected to your product by this email so they can begin utilizing it and benefiting from it.

3. First sign-in

They may have previously seen a product demo, a product tour, and many screenshots. The first time customers log in is when they get a sense of your product. It would help if you got them set up and prepared to use your product at this point. A guided instructional or setup wizard is typically included to walk your consumers through each stage of the setup procedure.

4. Invitations, data imports, and integrations

There are probably more steps involved in the onboarding process than merely learning to utilize the product. Your business is now a part of your customer's software platform and no longer exists in solitude. Customers might need to set up connectors with other tools to get the most out of your product, import data from other sources, or invite their colleagues.  

5. Product demonstrations

A walkthrough of your product walks customers through the procedures they must follow to set up and finish essential activities in your product. Starting to use the product is the fastest and most effective approach for your consumers to learn about it.

6. Invitation emails

Your onboarding process should keep clients interested so that it continues after checking in for the first time. You may want to send your customers further follow-up emails after your welcome email, encouraging them to log in and providing advice and instructions on utilizing your product.

The Self-service Customer Service Desk's Main Characteristics  

1. Provide end users with solid self-service portals to help them

Self-service portals provide more than just a way for customers to submit support requests. The self-service portal for ServiceDesk Plus gives end users access to various features, including the ability to browse through standard incident templates and submit them, read announcements, find knowledge base articles, track the progress of their tickets from creation to closure, and more. To promote consistency throughout your business, the self-service portal interface is fully customizable with various themes, fonts, colours, and useful widgets.

2. Create numerous routes for effective communication

Using ServiceDesk's in-product live chat, which allows customers to clearly describe their problems and receive real-time answers to their concerns, you may establish efficient lines of communication between end users and technicians. End users can start a live chat session to raise a new ticket or follow up on an existing one. During the conversation, they can attach documents, screenshots, or other pertinent materials.

3. Use knowledge base reports to make the appropriate information accessible

The self-service site allows end users to access knowledge-based articles with solutions to frequent problems. Your service desk team can write papers that are categorized based on the type of issue using the knowledge base in ServiceDesk or even make reports available to only a specific group of users, like technicians. Implementing an approval process for each solution submitted to the knowledge base will help maintain the highest article standards.

The Implications Of Wolken Care

1. A platform with minimal coding and lower operating costs will increase client satisfaction.

2. Wolken Care's pay-as-you-grow strategy keeps your expenditures in check because you only pay per agent monthly. This policy validates Wolken Care's excellent customer assistance.

3. The self-serve platform ensures you need Wolken's help, lowering the support cost.

Conclusion

Wolken Care can benefit both you and your staff, and they are an affordable approach to raise service agents' KPIs, lower the volume of requests through other channels, and speed up the average issue resolution time. It offers rapid access to information and supports around the clock. With self-service customer support solutions, users should be able to not only locate the relevant details but also carry out some tasks like account cancellation, password reset, and reviewing billing information without the assistance of a support agent.