Taking care of customers is an art. Even today, there are only a handful of organizations that have been able to master the art of customer service, and the majority of them are large corporations.
Customer service sure sounds like an easy task since it is intrinsic to the organization. However, ensuring optimum customer satisfaction in today’s post-pandemic environment is more challenging than ever.
The saying “You snooze, you lose” fits aptly in the present customer service scenario, where customers instantly switch providers/products after having a bad experience. Thus creating a good customer experience requires organizations to be proactive, agile and responsive while delivering the right service/assistance at the right time via the right medium.
To achieve this, many organizations are embracing novel technologies to empower their customer service machinery.
Modern-day customer service tools are therefore created to help organizations engage effectively with their customers across multiple channels while helping them automate multiple tasks. They also help organizations improve their market oversight, gauge employee performance, capture customer information, and provide personalized assistance.
This review will focus on ‘Wolken Care’ – a premium cloud-based Self Service Customer ServiceDesk tool created for startups, small and mid-sized businesses. Wolken has a stellar track record of providing modular IT & Customer Care services to several Fortune 100/500 companies across the globe.
Through Wolken Care, Wolken sets foot to provide a self-service customer service tool that helps SMBs and startups offer a supreme experience to their clients.
Through this review, we will be covering the following points:
- Introduction to Wolken Care
- Key Features of Wolken Care
- Our Final Verdict
So let’s get started, shall we?
Introduction to Wolken Care
Wolken Care is a groundbreaking self-service helpdesk solution that empowers your business to provide the best support and assistance to your customers through intelligent automations, omni-channel support, and intuitive reports.
This cloud-based application allows you to revolutionize the way you interact with your customers, offer faster and better resolutions, and stay informed about how well they are being assisted.
Wolken Care is a fully-configurable self-service SaaS application that allows you to set up instances and design custom workflows to suit your business needs. The configuration only takes a few minutes and can be done without any coding implying the importance of self service.
Once you sign up with Wolken Care, the application allows you to create multiple user roles (internal and external), each with its own privileges and access rights. It also integrates with your email and social media accounts, helping you generate ‘tickets’ for customer issues automatically.
Wolken Care can be set up both on your company email server and customers’ servers. Wolken Care’s omni channel capabilities ensure customer messages and comments are converted into tickets for better management of queries.
Wolken Care enables you to configure custom notifications and alerts as per the needs of your organization. Besides configuring response rules, you can also choose actions to be performed in a particular scenario (automatic and strategic assignment), change the priority levels of cases, and decide which business units/agents will be handling which types of cases.
You can also define categories, subcategories, product types, teams, and rules for products/services belonging to each category.
Wolken Care helps you to be constantly aware of customer queries and issues. Each comment on your social handles and messages from your clients leads to the creation of a separate ticket. The portal also allows customers to create tickets directly.
Moreover, the application allows you to reply directly to customers from different mediums and social media channels from the interface itself. Additionally, Wolken Care offers a real-time reporting feature that enables you to collect and analyze data intelligently in real-time and provides meaningful summaries for your business, and drill down to the lowest level of detail.
Wolken Care comes with a ‘Rules Engine’ that enables you to define the conditions (such as time, priority, teams to be involved, etc.) and actions required in response to customer requests.
Apart from the above features, Wolken Care comes with an in-built ‘Knowledge base’ that can be viewed by both your customers and agents and helps in resolving queries real-time.
With the Wolken Knowledge Management module it’s easier to Search, tag and find insightful articles in a jiffy. The application also provides you with real-time reports that help you understand how well your team is performing. Moreover, Wolken Care lets you create hundreds of personalized reports via its business intelligence reporting tool called Cubot
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Key Features of Wolken Care
1. Omni-channel support
With Wolken Care, you can cater to clients across networks, geographies, and product lines simultaneously. The application allows you to manage all your social media accounts from its interface and communicate via comments, calls, messaging and email with your clientele.
All information pertaining to all customers is collated under unified view dashboard which can be accessed instantly by agents, which helps improve customer satisfaction levels drastically.
Wolken Care offers a detailed case summary and customers’ history to your agents, helping them provide the best possible solution to customers at any given time. What’s more, you can also create (and modify) automated response templates with relevant case details.
This not only saves you a great deal of time but also helps prevent communication errors. Further, each template can be mapped to a separate product, case, or category type, ensuring a smooth flow of information between your business and its customers.
2. Team Configuration
Wolken Care helps you to create teams based on their roles and specializations, which further improves the accuracy of the solutions provided. It also allows you to map which type/category of cases would be routed to which team. Further, its ‘Dispatcher Rules’ module lets you define the actions, SLAs, priority levels, and guidelines end auto-responses etc. during case creation.
Wolken Care is a perfect ServiceDesk solution for organizations with multiple services or products. This is because it allows you to predefine which teams will be handling a particular type of customer request. You can also map users to certain requests, configure which managers are to be looped into group emails for a particular case type, and how soon they need to respond to a particular query.
Additionally, it allows you to create both time-based and logic-based rules for resolving tickets, boosting efficiency.
3. Rules Engine
Wolken Care gives you the power to decide how your customer service team is to function and what rules they have to abide by. Not only does it enable you to see where a particular ticket originated from, but you can also map the entire journey of the case, read notes left by previous agents, and find out which team is handling the issue in real-time.
The system can automatically perform actions, trigger emails, notify staff, add templates, change the priority levels, and team based on the data available. Moreover, you can choose when a case should be automatically closed due to inactivity.
In addition, Wolken Care can automatically assign cases to teams/individuals based on a one-time assignment logic setup, and escalation mail sent to managers to avoid breach of SLA which further improves customer experience.
4. Wolken Care Knowledge Base
Wolken Care’s powerful ‘Knowledge Base’ ensures that your teams can automatically learn from each other and become better over time. It allows you to create articles, which upon approval, are added to the Knowledge Base. Further, articles published in the Knowledge Base can be linked to a particular case, allowing your agents to provide quicker and more apt resolutions and these articles are easily editable for future reference.
The Knowledge Base serves as a powerful tool that can be used as a reference point for agents while dealing with customer issues. The built-in Knowledge Base can also be viewed by customers as a self-help guide. The articles can also be searched using appropriate keywords, making it easier for users/agents to find the ideal resolution to issues.
5. Powerful Reporting
Wolken Care helps you get a clear understanding of how your teams are performing and where they are lagging through an array of real-time reports. These interactive reports can further be filtered to view cases, tickets, and user details individually.
Wolken Care also offers a ‘Tree-graph’ that helps you get a visual representation of tickets. The system also enables you to create customized graphs and charts through its business intelligence tool ‘Cubot’, which can generate multiple reports such as:
- Team Reports
- Agent Reports
- Case Reports
- Aging Reports
- AQI Feedback Reports
- Aging by Case Type Report
6. Ease of Use
Wolken Care is created for both organizations and their customers, which is evident from its minimalistic user interface. The application has several well-defined and feature-rich modules packed into a very user-friendly interface that is easy to master and customize.
Wolken Care requires minimal training and allows you to set up rules for user management, assignments, responses, and more through a simple yet power-packed interface.
7. Automation
Wolken Care enables you to automate several aspects of your customer service simultaneously. Right from responses and actions to the personnel/teams to be involved in different scenarios, all of it can be automated effortlessly, saving your organizational time and reducing the effort required.
Thus, your customer service performs well even on ‘autopilot mode’, and the system informs you when intervention is required.
In addition to the above, Wolken Care is hosted on a secure (AWS) cloud infrastructure and is SOC II compliant to ensure that your organizational data is protected at all times. It also offers four reasonably-priced packages (Free,Lite Premium & Enterprise) with per agent/per month plans with no hidden fees.
The Final Verdict
Wolken Care is an innovative self service customer ServiceDesk solution that has been designed to transform customer service as we know it. It allows you to completely automate your responses and actions based on the nature of problems faced by your customers.
It greatly reduces your support costs while empowering your agents and customers, and saving their time.
Despite its innovative features, the basic version of Wolken Care is completely FREE. It also offers monthly plans starting at $35 and yearly plans starting at $360 per year only.
Wolken Care also offers different types of pricing plans based on your usage and business type (Lite, Premium & Enterprise), enabling you to offer the best possible assistance to your customers at all times.
Wolken Care elevates your teams’ performance and offers a peerless experience to your customers through automated and personalized assistance. It is highly configurable, easy to use, and offers omnichannel support, making it a great application for any SME looking to simplify and revitalize their support processes.
We are therefore inclined to give Wolken Care ‘Five Stars’ on our review, hoping that it would assist many organizations to serve their customers a lot better in the future.
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