Wolken Software sets out to assist modern organizations in transforming their connections with customers and workers. Their cloud-based program helps enterprises optimize their operations for service management, issue monitoring, and change management. Employees may communicate with clients and suppliers, submit service requests, and have tickets automatically routed to the concerned agents.

Organizations can audit configuration item attributes and keep track of changes. It includes a range of capabilities, including asset tracking, reporting, self-service portals, data storage management, problem management, and more. Additionally, it enables administrators to set up knowledge for users, guaranteeing quick question response and collaboration across all industries.

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Businesses can push and pull data between systems using Wolken ServiceDesk's integration capabilities with Workday, Liferay, and Incorta, among other third-party platforms.

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Every business needs customizable tools, and Wolken ServiceDesk offers them all. Their knowledge base, ready-made enterprise connectors, and round-the-clock backend support guarantee not just quick responses and suitable solutions but also a customized experience in every encounter.

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It is simple to use and is very simple to integrate with other third-party programs. The clientele of Wolken is also dispersed throughout Asia, Latin America, Europe, and North America.

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Customer Service Wolken B2C

With Wolken ServiceDesk's omnichannel feature, customers can contact you through various channels, including WhatsApp, Facebook, Twitter, email, widgets, and more. This feature also helps to provide a personalized experience by intelligently routing tickets based on the complexity and needs of the customer.

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B2B Customer Service Desk Wolken

With a platform that automatically categorizes and distributes client requests to the appropriate team, you can respond, route, resolve, and analyze them. Count on Wolken's experience to handle these problems, gather information, and evaluate data for surefire solutions.

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1. Knowledge Base

Customers and agents can examine the built-in Knowledge Base in Wolken ServiceDesk, which aids in real-time query resolution. This also makes Knowledge articles that you can edit and publish for your customers to use.

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Approval

A reviewer gives their approval to the articles that your agents produce. Your agents and customers can view them once they have been validated.

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Search

By utilizing pertinent keywords, you can quickly and easily conduct a database search on any item.

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Your KB articles in XML or JSON format are simple to convert to our platform.

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2. Omnichannel Assistance

Always keep in touch with your clients and places. With Wolken ServiceDesk, your customers may interact with you via telephony, social media, email, and other channels while receiving an integrated, high-end customer experience.

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• Experience that is seamless and connected across all touchpoints
• Consolidated history across all mediums is available
• Significant resources for Wolken ServiceDesk Service Desk Management, Facebook, Twitter, Telephony, Online Widget, Email, WhatsApp

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3. Real-Time Reporting

Stay Smart with Real-Time Business Intelligence Reporting Wolken ServiceDesk helps you to gather and analyze data intelligently in real-time and produces insightful summaries for your company.

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Identify your busiest channels, get real-time updates from your staff, and spot customer hot topics.

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Canned Reports

You can leverage the functionality of canned reports to use your predefined and saved attributes to assess your business process and save time more thoroughly.

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You may analyze data points at every level, from the team to the brand level, with the help of Tree Graph Wolken ServiceDesk reports.

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Cubot

BI application offers both online and offline comprehensive business insights to enable you to have more informed decisions.

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4. Setting up, monitoring, and delivering SLAs with expert skill

Wolken allows you the freedom to customize your SLA qualities to meet your business needs.

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• You can express client objectives with the aid of the Wolken Customer Service Desk

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• Determine response times depending on the various case types

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• Establish a deadline for answering questions

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• Make sure the end-user experience is flawless
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5. SLA Management

The enterprise's KPIs for measuring success are considered when deciding on service-level agreements. These case attributes include location, case priority, weekday configurations, etc.

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Robotic Triggers

Automated triggers for SLA violations, such as case escalation, send violation messages in accordance with configurations. Additionally, automatic responses are given to customers as notifications.

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Adaptive Provisions

Based on your business, SLA definitions can be readily adjusted or redefined.

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6. Module for Customer Satisfaction

The CSAT module from Wolken assists you in growing and improving by obtaining insightful client input on important issues.

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The comprehensive Customer Satisfaction module of Customer Care Software Wolken ServiceDesk includes a library of prepared questions and may be customized to meet the needs of your company.

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To guarantee that you collect all of the insightful feedback from your consumers, trigger your survey for any customer and under all circumstances whenever it is most appropriate.

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View the responses recorded from your customers, and act following the results.

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7. Workforce Administration

Make sure your production is quick and flawless. A workforce management tool in Wolken Service Desk enables you to optimize your people resources effectively.

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• Specify the maximum number of cases that can be allocated to each agent
• Most cases can be given to a single agent at once
• The most cases, a single agent can be given in a day
• Maximum Critical Cases a day that an agent can be assigned
• To improve workflow, keep tabs on your agent's everyday activity
• Setting up a predefined pipeline of incoming cases aids in automatically assigning the cases to the appropriate agents as they arrive
• When a case is allocated to an agent, Wolken ServiceDesk notifies them, ensuring a speedy response to keep your customers happy
• Automation Use automation and reminders to streamline every part of the company
• Make sure your workflow is fully automated and digitalized for improved results

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8. Automation

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• To standardize all of your processes, create a set of predetermined rules based on your business needs. 

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• To assist the automatic assignment of cases to the appropriate agents based on people, teams, and the way you manage your workflow, Wolken enables you to specify each field and set conditions.

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A backend scheduler that runs continuously for Wolken monitors the fulfillment of certain conditions. It makes appropriate adjustments, such as updating the case's status, revising the tickets' priorities, designating a different agent, etc.

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9. Mobile App

With the Wolken mobile app, you can serve your customers.

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Make a case

• Touch on your phone to tap the agents and ask your questions
• Icon for Wolke Mobile App Case Details

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Case Specifics

• View all of your query's pertinent facts directly on your mobile device
• The Best App For Managing Employees

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Lookup by Case ID

You may save time by immediately searching with your Case ID and finding all case-related information.

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Instance Filters

Sort your cases according to status, importance, and assignment.

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Cases Comments

Continually inform your clients of their inquiries.

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Account Profiles

You have access to customer information to provide a customized experience.

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Conclusion

A simple, scalable, secure, cloud-native solution for internal and external customer assistance. Wolken ServiceDesk provides various customizable tools for every business and round-the-clock backend assistance to guarantee prompt responses and positive outcomes in every encounter for use in minutes for small and medium-sized organizations and weeks for giant corporations.

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