Wowdesk

Omnichannel customer service help desk software

4,7 /5 (11 reviews) Write a Review!

Wowdesk Overview

What is Wowdesk?

Wowdesk is a web-based, omnichannel help desk solution designed to deliver positive customer experiences for businesses of all sizes. The platform automates the tracking, recording, and lifecycle of customer service requests, and can be customized for different workflows, SLA rules, and organization structures.

Wowdesk lets users create a range of automation rules to manage cases, including case escalation, case properties updates, case reassignment, notification sending, and more. The omni-channel system allows customers to contact the help desk through a range of channels, including chat, email, and social media, and a self-service portal provides customers with access to how-to guides, FAQs, troubleshooting information, and known issues and their resolutions.

With Wowdesk, agents can access all information for the case they are working on in a single consolidated view, including customer profiles, all case notes, customer assets, recent and linked cases, correspondence, tasks, activities, attachments, and more. Rich text responses can be composed and saved as templates for common requests, and agents can send knowledge base links and check next best actions to rapidly respond to and solve cases.

Wowdesk Overview

Pricing

Starting from
US$6,00/month

Pricing options

Free Trial
Free
Subscription
Value for money

Starter: $6 per user, per month.
Professional: $30 per user, per month.
Enterprise: $60 per user, per month.
A free version is also available.


Wowdesk Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, India and 3 others, Germany, Brazil, Mexico
Supported Languages
Arabic, Czech, English, French, German, Italian, Russian

Media

Users can manage and organize cases based on their priority, products, SLA status, due date, and more
The self service portal lets customers access the knowledge base, submit cases, read FAQs, and more
The consolidated case view provides agents with all the information they need in a single screen
Dashboards give users insight into the performance of their help desk
Wowdesk video Wowdesk screenshot: Users can manage and organize cases based on their priority, products, SLA status, due date, and more Wowdesk screenshot: The self service portal lets customers access the knowledge base, submit cases, read FAQs, and more Wowdesk screenshot: The consolidated case view provides agents with all the information they need in a single screen Wowdesk screenshot: Dashboards give users insight into the performance of their help desk

Wowdesk Reviews

Wowdesk Reviews

Overall rating
4,7
/
5
Excellent
9

Very good
1

Average
1

Poor
0

Terrible
0

Value for Money
4,4
Features
4,7
Ease of Use
4,6
Customer Support
5
91% recommended this app
Mohamed M.

Customer Service All-In-One Solution

I needed an Asset management tool to use it in our Company.
Then I found that it can manage my time effectively with the ticketing system that will manage, assign, and track each ticket based on product or asset. This mechanism will serve all your customer complaints or queries that come through and without having to go through any 3rd party integration which makes the process much easier and faster. There built-in tracking mechanism goes hand in hand with any existing asset management tool.


Ric V.

Email, Chat, SLAs and Automate Rules


Mohammed A.

Ticketing system


Alexei N.

Managing Partner

We're dealing with a large amount of clients and I'm glad we managed to get to know Wowdesk. Solution is absolutely brilliant for us.


Verified Reviewer

Perfect for an SME

Overall very easy to get started and to customize. Software is extremely customizable, all fields can be named the way we want them. We can define our own rules for incoming cases. We can continue to use outlook (one of our agents prefer to use the email she knows how to use, not an issue as WowDesk handles that in the background).
Most important the support team is very helpful.


Mohamed M.
Industry: Marketing & Advertising
Company size: 11-50 Employees

Customer Service All-In-One Solution

Used Daily for 1-5 months
Reviewed on 2019/02/13
Review Source: Capterra

I needed an Asset management tool to use it in our Company.
Then I found that it can manage my time effectively with the ticketing system that will manage, assign, and track each ticket based on product or asset. This mechanism will serve all your customer complaints or queries that come through and without having to go through any 3rd party integration which makes the process much easier and faster. There built-in tracking mechanism goes hand in hand with any existing asset management tool.

Pros

Powerful reporting tool enables you to measure key metrics like customer satisfaction ratings, resolution speed, and agent performance. Generate your reports through multiple organizational levels and teams. Access multi level dashboards to track case status, SLA, and overall operations performance and KPIs.

Cons

I am still trying the software right now, there is nothing I didn't like so far.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Ric V.
Industry: Government Administration
Company size: 10 000+ Employees

Email, Chat, SLAs and Automate Rules

Used Daily for 2+ years
Reviewed on 2020/07/02
Review Source: Capterra

Pros

It should be able to accept/listen/monitor email addresses and automatically create a case/ticket.
- one of our main channel of cases/tickets is through email.
- It should be able to auto create a ticket number and reply the customer email.
Why we used wowdesk?
- wowdesk can have several channels (email, chat, facebook, twitter)
- Though our minimum requirement is just email, well its not bad on exploring and having other channels.
- We configured to have it listen to several support email accounts and it did able to create tickets and assign to users.
- Added thing is that you will be able to define workflows and auto routing according to your rules.

Chat function
- A big plus if there is a chat function since our other helpdesk does not have any.
Why we used wowdesk?
- Chat is available on our customer portal
- Chat can also be available to our website by just copying and adding the javascript provided.
- Chat is easy to install and use.
- Chat can also be routed to your users according to your rules.
- Chat can also add attachment.
- Chat can be added as a case (though chat history is not included)
- Unfortunately, a chat cannot be reassigned to a different agent.

Cons

Reports
- It should have reporting capability.
Why we used wowdesk?
- Reports rely on your inputs. Properly populating parameters of your cases will give better reports.
- Currently we are still working on the available reports that we can use from a month of usage.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Mohammed A.
Industry: Public Policy
Company size: 11-50 Employees

Ticketing system

Used Daily for 1+ year
Reviewed on 2020/07/08
Review Source: Capterra

Pros

The customer service is very helpful and quick response.

Cons

The software is organized our customer service

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 5.0/10

Alexei N.
Industry: Telecommunications
Company size: 51-200 Employees

Managing Partner

Used Daily for 2+ years
Reviewed on 2019/03/28
Review Source: Capterra

We're dealing with a large amount of clients and I'm glad we managed to get to know Wowdesk. Solution is absolutely brilliant for us.

Pros

Its very easy to use and explain to our team how to navigate. There are many functionalities and customization can be done which is very helpful when you manage a sizable amount of clients. Support team is very friendly and spent with us many hours to explain all prons.

Cons

It took a bit of time to get used to user interface however its just a matter of proper training for our teams.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Entertainment
Company size: 2-10 Employees

Perfect for an SME

Used Daily for 1-5 months
Reviewed on 2019/03/26
Review Source: Capterra

Overall very easy to get started and to customize. Software is extremely customizable, all fields can be named the way we want them. We can define our own rules for incoming cases. We can continue to use outlook (one of our agents prefer to use the email she knows how to use, not an issue as WowDesk handles that in the background).
Most important the support team is very helpful.

Pros

We love the fact that all customer interactions are now in one place. No more responding to outlook/Facebook/Instagram individually. Now all of those feed into Wowdesk. We have 6 Customer service agents and we have two shifts everyday. We used to rely on emails for customer interaction, and the way a case is passed on from one agent to the other is to Mark the email unread for the next shift to see.

Cons

It took a bit of effort to setup the system, mailing because we need to define our workflow rules. WowDesk help team was great as they helped us with that.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
9,2/10
Based on 11 user ratings
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Wowdesk Pricing

Wowdesk Pricing

Starting from
US$6,00/month
Free Trial
Free
Subscription
Value for money

Starter: $6 per user, per month.
Professional: $30 per user, per month.
Enterprise: $60 per user, per month.
A free version is also available.

Starter: $6 per user, per month.
Professional: $30 per user, per month.
Enterprise: $60 per user, per month.
A free version is also available.

Value for Money
4,4/5
Based on 11 user ratings
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Wowdesk Features

Wowdesk Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4,7/5
Based on 11 user ratings
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Categories

Additional information for Wowdesk

Additional information for Wowdesk

Key features of Wowdesk

  • Assignment Management
  • Call Center Management
  • Case Management
  • Customer Complaint Tracking
  • Customizable Branding
  • Dashboard
  • Document Storage
  • Email Integration
  • Escalation Management
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Multi-Channel Communication
  • Recurring Issues
  • Routing
  • Self Service Portal
  • Social Media Integration
  • Survey Management
  • Task Management
  • Ticket Management

Benefits

• The platform can be customized to suit different businesses, with users able to manage products and services, workflows, case forms, SLA rules, correspondence templates, and more.

• Automation rules can be created to automate frequent activities including case reassignment, notifications, case escalation, and case properties update.

• The self-service knowledge base provides customers with access to how-to guides, FAQs, troubleshooting informations, and known issue resolutions to reduce pressure on help desk agents.

• With Wowdesk, customers can reach out to the help desk through social media, chat, email, web forms, phone, or a customer portal.

• The consolidated case view provides agents with a single view containing customer profiles, all case notes, recent cases, linked cases, activities, tasks, correspondence and attachments, and service level agreements.

Wowdesk FAQs

Wowdesk FAQs

Below are some frequently asked questions for Wowdesk.

Q. What type of pricing plans does Wowdesk offer?

Wowdesk offers the following pricing plans:

Starting from: US$6,00/month

Pricing model: Free, Subscription

Free Trial: Available

Starter: $6 per user, per month. Professional: $30 per user, per month. Enterprise: $60 per user, per month. A free version is also available.

Q. What are the main features of Wowdesk?

Wowdesk offers the following features:

  • Assignment Management
  • Call Center Management
  • Case Management
  • Customer Complaint Tracking
  • Customizable Branding
  • Dashboard
  • Document Storage
  • Email Integration
  • Escalation Management
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Multi-Channel Communication
  • Recurring Issues
  • Routing
  • Self Service Portal
  • Social Media Integration
  • Survey Management
  • Task Management
  • Ticket Management

Q. Who are the typical users of Wowdesk?

Wowdesk has the following typical customers:

Small Business, Large Enterprises, Mid Size Business

Q. What languages does Wowdesk support?

Wowdesk supports the following languages:

Arabic, Czech, English, French, German, Italian, Russian

Q. What type of pricing plans does Wowdesk offer?

Wowdesk has the following pricing plans:

Free, Subscription

Q. Does Wowdesk support mobile devices?

We do not have any information about what devices Wowdesk supports

Q. What other apps does Wowdesk integrate with?

Wowdesk integrates with the following applications:

Facebook, Google Drive, Microsoft Azure, Microsoft Excel, Microsoft Outlook, Microsoft Word, Twitter

Q. What level of support does Wowdesk offer?

Wowdesk offers the following support options:

Phone Support, Online Support, FAQs, Knowledge Base, Video Tutorials