Wolken Care

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 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 Service Desk tool created for startups and 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 your customers with the best support and assistance through intelligent automation, omnichannel support, and intuitive reports.

This cloud-based application revolutionises how you interact with your customers, offers faster and better resolutions, and stays 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 on your company email 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 per your organisation's needs. 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 handle these types.

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 message from your clients leads to creating 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, provides meaningful summaries for your business, and drills 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 in 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 

Impressed already? We haven’t discussed the best features yet!

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Key Features of Wolken Care

1. Omni-channel support

With Wolken Care, you can simultaneously cater to clients across networks, geographies, and product lines. 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 a 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 saves you a great deal of time and 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, during case creation, its ‘Dispatcher Rules’ module lets you define the actions, SLAs, priority levels, and guidelines end auto-responses.

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 handle a particular 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.

It also allows you to create time-based and logic-based rules for resolving tickets, boosting efficiency. 

3. Rules Engine

Wolken Care allows you to decide how your customer service team functions 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 available data. 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 is sent to managers to avoid breaches 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 improve over time. It allows you to create articles that are added to the Knowledge Base upon approval. 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 is a powerful tool that can be used as a reference point for agents 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 clearly understand 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
• Ageing Reports
• AQI Feedback Reports
• Ageing by Case Type Report

6. Ease of Use

Wolken Care is created for 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 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. From responses and actions to the personnel/teams involved in different scenarios, all of it can be automated effortlessly, saving your organization 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 always protected. It also offers four reasonably-priced packages (Free, Lite Premium & Enterprise) 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 them 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 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 in serving their customers a lot better in the future.