Wowdesk

Wowdesk

Omnichannel customer service help desk software

5/5 (7 reviews)

Wowdesk Overview

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.

Pricing

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

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, Europe and 5 others, Germany, India, Latin America, Mexico, Middle-East and Africa

Supported Languages

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

Wowdesk Reviews

Overall rating
5/5
100% positive reviews
7
Excellent
0
Very good
0
Average
0
Poor
0
Terrible
Alexei N.

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

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
Mohamed M.

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
Mohamed A.

Excellent customer service software

Used Daily for 1-5 months
Reviewed on 2019/03/15
Review Source: Capterra

Managing customer service requests and issues is great. It reduced our response time and allowed customers to track their requests via all channels

Pros

Simple to configure for our workflow
The automation of repetitive tasks
The multi channel support
The time tracking feature

Cons

The mobile app does not have all the features in the web version

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Verified Reviewer

Feedback on wowdesk

Used Other for Free Trial
Reviewed on 2019/03/29
Review Source: Capterra

The recorded demo was excellent in giving me a good view of the breadth of features. Using the system itself poses a learning curve in order to get to speed and be able to get advantage of all features.

Pros

The breadth of features that anticipate the needs of most custom help desk apps.

NLP search for solutions.

Sharing relevant found docs with the customer.

Multi-channel comm with customer.

Cons

Learning curve for case manager. Many clicks and features to learn.

Rating breakdown

Ease of Use

Likelihood to recommend

10.0/10

Wowdesk 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

  • API
  • Activity Dashboard
  • Automatic Notifications
  • Chat
  • Customizable Branding
  • Email Integration
  • Knowledge Base
  • Multi-Channel Communication
  • Prioritizing
  • Social Media Integration
  • Ticket Management
  • Workflow Management

  • CRM Integration
  • Contact History
  • Instant Messaging
  • Monitoring
  • Real Time Monitoring
  • Reporting & Statistics
  • Surveys & Feedback
  • Third Party Integration

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

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:

Large Enterprises, Mid Size Business, Small 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:

Calendar Browser, Facebook, Google Drive, Microsoft Azure, Microsoft Dynamics CRM, Microsoft Excel, Microsoft Outlook, Microsoft Word, Twitter

Q. What level of support does Wowdesk offer?

Wowdesk offers the following support options:

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