Sold by: Wolken Software Inc
Wolken Customer Service Management (CSM) is an AI-powered platform that helps support teams manage customer cases, resolve issues faster, improve agent productivity, and deliver better customer experiences.
4.7
Overview
Wolken Customer Service Management (CSM) is an AI-powered platform that helps customer support teams manage cases, resolve customer issues faster, and deliver better service experiences.
Bring customer interactions, case management, knowledge, workflows, automation, and SLAs together on a single platform.
AI Agent Assist
Wolken AI Agent Assist helps support agents understand cases faster and take the right action without spending time searching across systems.
It helps agents:
- Quickly understand case and customer context
- Get AI-powered case summaries and insights
- Find relevant knowledge and information
- Identify recommended next steps
- Draft customer responses faster
This reduces repetitive work, improves agent productivity, and helps support teams handle more cases efficiently.
Customer Case Management
Manage the complete customer support journey from case creation to resolution.
- Route cases to the right teams and agents
- Track status, priority, ownership, and SLAs
- Maintain customer interaction and case history
- Manage escalations and collaborate across teams
Knowledge and Self-Service
Help customers find answers through self-service while giving agents quick access to relevant knowledge during case resolution. This can reduce repetitive support requests and help teams resolve issues faster.
Workflow and Automation
Automate case routing, assignments, business rules, notifications, escalations, and other repetitive support processes to reduce manual effort and provide consistent customer service.
With Wolken Customer Service Management, organizations can bring AI, customer support, case management, knowledge, automation, and service management together to help agents resolve cases faster and deliver better customer experiences.
Highlights
- AI-Powered Agent Assist: Help support agents understand customer cases faster with AI-generated summaries, relevant knowledge, recommended next steps, and response assistance, reducing manual effort and improving case throughput.
- End-to-End Customer Case Management: Manage customer requests from creation to resolution with intelligent routing, ownership, SLAs, escalations, interaction history, and team collaboration on a single platform.
- Automation and Self-Service: Automate repetitive support workflows, business rules, routing, notifications, and escalations while helping customers find answers faster through knowledge and self-service.
Details
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Users | Billing is based on number of internal users license (User / year) | $300.00 |
Dimensions summary
This contract has one pricing dimension. You pay based on the number of internal user licenses you need. Pricing is charged per user, per year. Your total cost scales directly with how many internal users you license. There are no separate tiers or usage add-ons to choose between. To change your cost, you adjust the user count on your annual contract.
Top-of-mind questions for buyers
An internal user is a licensed staff account inside your organization, such as a support engineer, service manager, or business leader who works cases in the platform. You count each named internal user, not the external customers who submit tickets. Customer-facing self-service interactions are not billed as internal users.
Pricing scales directly with your licensed internal user count on an annual basis. Adding users raises your cost in proportion to the extra licenses. There are no separate tiers, so the same per-user, per-year rate applies to each added user. To lower cost, you reduce the licensed user count.
The listing is billed only by internal user license per year. The platform includes AI agents and prebuilt integrations for connecting to enterprise systems, email, chat, and directory services. For confirmation of which specific agents or connectors are covered under your user licenses, contact the vendor.
www.wolkensoftware.com+2
Helpful?
Vendor refund policy
No Refund
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
Wolken provides support to help customers with product questions, technical issues, configuration, and service-related queries.
Support options:
Email: marketing@wolkensoftware.com Phone: +1 408-973-7240 Contact and Support: https://www.wolkensoftware.com/contact Our team is available Monday through Friday, 9:00 AM to 6:00 PM PST. We typically respond to inquiries within 24 hours.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
Dayakar G.
It is very user friendly and very relevant to the Bussiness
Reviewed on Oct 03, 2023
Review provided by G2
What do you like best about the product?
It would be very easy to track the Complaints/ Issues and help us to reslove the customer issues on the given SLA time.
Very healpful to resolve the Customer Complaints ontime.
Very healpful to resolve the Customer Complaints ontime.
What do you dislike about the product?
Not observed not much Downsides, need some more developments.
What problems is the product solving and how is that benefiting you?
We will get multipe service requests from our clients and also will receive multiple Queries on regular basis.
Based upon customer query we will give best service to our clients.
Based upon customer query we will give best service to our clients.
Prasanna G.
SaaS based product and available on Opex model.
Reviewed on Sep 28, 2023
Review provided by G2
What do you like best about the product?
Easy installation & configurations. Ready to Go workflows. No headache of owning and maintaing the products / services
What do you dislike about the product?
To create and customize the dashboards & frequency of use
What problems is the product solving and how is that benefiting you?
It is helping to unify the ticket management process across multiple customers
Information Technology and Services
The most user friendly and easy to navigate ServiceDesk !
Reviewed on Aug 15, 2023
Review provided by G2
What do you like best about the product?
Wolken ServcieDesk is loaded with features like omnichannel support, knowledge base, reports and analysis, and it helps us keep our customers satisfied and happy.
What do you dislike about the product?
There is nothing to dislike about the product.
What problems is the product solving and how is that benefiting you?
Wolken ServiceDesk helps achieve seamless customer interactions, and it has helped us improve our customer satisfaction scores and agent efficiency.
Computer Software
Great solution for a wide variety of business problems
Reviewed on Aug 14, 2023
Review provided by G2
What do you like best about the product?
It is a very easy to use, flexible tool at a very competitive price. I enjoy working with the leadership team at Wolken who have a deep understanding of the software business and other business they touch.
What do you dislike about the product?
I'd love it if they would only have me as their customer :) - hard to identify anything to dislike to be honest, our interactions over the past five years have only been positive.
What problems is the product solving and how is that benefiting you?
We needed a platform to meet our need to help provide excellent customer support to our customers. We're an enteprise software house and our customer can face complex issues - Wolken allows us to capture all required information in an easy and flexible way which leads to a smooth experience for both our customers and employees.
Kanchan M.
Level of customer service you will receive
Reviewed on Aug 12, 2023
Review provided by G2
What do you like best about the product?
Easy to use and configurable Saas product with a good product quality and delivery options.
What do you dislike about the product?
Not applicable
There are no issues that I came across
There are no issues that I came across
What problems is the product solving and how is that benefiting you?
Everything teams need to deliver value fast.
Connect Dev,it ops and business teams in1 platform
Deliver great services experience across teams fast
Connect Dev,it ops and business teams in1 platform
Deliver great services experience across teams fast