TrustRadius Insights
Users have found Wowdesk to be a valuable tool for managing customer service requests and issues. With its highly customizable features, …
Starting at $6 per month
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What is Wowdesk?
Wowdesk is a helpdesk ticketing system designed to streamline customer service operations. According to the vendor, it caters to small to large-sized companies across various industries and professions, including IT service providers, customer support teams, call centers, facilities management companies,...
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Basic
$6
Cloud
per month
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Details
- About
- Tech Details
What is Wowdesk?
Wowdesk is a helpdesk ticketing system designed to streamline customer service operations. According to the vendor, it caters to small to large-sized companies across various industries and professions, including IT service providers, customer support teams, call centers, facilities management companies, real estate firms, transportation and logistics, and education. Wowdesk offers features such as multi-channel customer service, automation of repetitive support tasks, powerful reporting and analytics, knowledge base management, facilities management capabilities, and more.
Key Features
Multi-Channel Customer Service: According to the vendor, Wowdesk brings together customer requests from various channels into a unified platform, enabling seamless communication and effective engagement through web, phone, email, chat, social media, and more.
Automate Repetitive Support Tasks and Save Time: The vendor states that Wowdesk offers powerful automation capabilities to streamline support processes, automate ticket assignment, routing, and notifications, reducing manual effort and improving efficiency.
Powerful Reporting and Analytics: According to the vendor, Wowdesk provides robust reporting tools and dashboards that allow organizations to track key metrics, measure customer satisfaction, resolution speed, and agent performance.
Knowledge Base Management: Wowdesk includes an integrated knowledge base that, according to the vendor, allows businesses to create and organize articles based on customer needs, enabling agents to access accurate solutions and optimize resources.
Facilities Management: According to the vendor, Wowdesk offers a 24x7 omni-channel facilities management help desk solution, automating tasks related to maintenance, engineering, and soft services, leading to greater operational efficiencies and cost savings.
Zendesk Alternative: The vendor claims that Wowdesk is a powerful alternative to Zendesk, providing an easy-to-use ticketing experience with 24x7 support and accessibility from multiple platforms.
Workflow Automation: Wowdesk, according to the vendor, streamlines support and facilities management processes, improving coordination, increasing operational efficiency, reducing manual errors, and ensuring timely resolution of customer queries.
Advanced Collaboration Tools: The vendor states that Wowdesk enables collaboration with internal and external subject matter experts, contractors, and professionals, facilitating real-time communication, information sharing, and comprehensive support.
Better Insights & Analytics: According to the vendor, Wowdesk helps organizations gain insights into resolution time, operational efficiency, and performance by analyzing data, identifying trends and patterns, and generating reports and dashboards for informed decision-making.
Exceptional Customer Service: Wowdesk, as claimed by the vendor, provides 24x7 professional support through multiple channels, aiming to improve customer satisfaction, personalize support, and deliver timely and accurate solutions to customer queries.
Wowdesk Features
- Supported: Access Controls/Permissions
- Supported: Activity Dashboard
- Supported: Alerts/Escalation
- Supported: Automated Routing
- Supported: Customizable Branding
- Supported: Email Management
- Supported: Interaction Tracking
- Supported: Knowledge Base Management
- Supported: Macros/Templated Responses
- Supported: Multi-Channel Communication
- Supported: Prioritization
- Supported: Real-Time Chat
- Supported: Reporting/Analytics
- Supported: Self Service Portal
- Supported: Service Level Agreement (SLA) Management
- Supported: Social Media Integration
- Supported: Support Ticket Management
- Supported: Ticket Management
- Supported: Workflow Configuration
- Supported: Case Management
- Supported: Collaboration Tools
- Supported: Corrective and Preventive Actions (CAPA)
- Supported: Customer Complaint Tracking
- Supported: Feedback Management
- Supported: Forms Management
- Supported: Issue Tracking
- Supported: Quality Assurance
- Supported: Routing
- Supported: Social Media Monitoring
- Supported: Survey/Poll Management
- Supported: Assignment Management
- Supported: Dashboard
- Supported: Issue Auditing
- Supported: Issue Scheduling
- Supported: Recurring Issues
- Supported: Task Management
Wowdesk Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based, Windows, Linux |
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
Users have found Wowdesk to be a valuable tool for managing customer service requests and issues. With its highly customizable features, users can name fields according to their preferences and define rules that align with their specific needs. This flexibility allows for a streamlined workflow and efficient management of incoming cases. Additionally, the ability to integrate Wowdesk seamlessly with Outlook for email management has been well-received by users. This integration ensures that users can continue using familiar tools while taking advantage of Wowdesk's powerful capabilities.
One of the key use cases of Wowdesk is its effectiveness as an asset management tool. Users have appreciated the built-in ticketing system, which allows them to efficiently manage their time and prioritize tasks. The software's tracking mechanism also complements existing asset management tools, making the process easier and faster for users. Whether it's tracking equipment, software licenses, or other assets, Wowdesk provides a central hub for managing assets effectively.
Overall, Wowdesk's comprehensive demo, learning curve, customization options, seamless Outlook integration, and helpful support team make it a valuable solution for businesses looking to streamline their customer service operations and improve asset management efficiency.
Helpful Customer Service: Many users have found the customer service of Wowdesk to be extremely helpful, praising their quick response time and willingness to spend time explaining the software's features and benefits.
Multi-Channel Communication: Several reviewers have appreciated Wowdesk's ability to accept and monitor multiple email addresses, as well as its support for other channels like chat, Facebook, and Twitter. This flexibility allows users to explore different communication options and consolidate all customer interactions into one place.
Efficient Case Management: Users have praised Wowdesk for its flexible workflow definition and auto-routing capabilities, which enable efficient and customized case management based on specific rules. The software's ability to listen to several support email accounts, create tickets, assign them to users, and automate repetitive tasks has been highly valued by many customers.
Steep Learning Curve: Some users have found the learning curve for the case manager to be steep, requiring time and effort to become proficient with the software. They mention that there are many clicks and features to learn, which may initially be overwhelming.
Limited Mobile App Features: A few users have mentioned that the mobile app lacks some features available in the web version of Wowdesk. This discrepancy can be inconvenient for those who heavily rely on mobile access and need all the functionalities of the software on-the-go.
System Updates Required: Several users have expressed that regular updates are necessary for Wowdesk's features to run properly. They believe that keeping the system up-to-date is crucial in order to avoid any technical glitches or performance issues.