AWS Re:Invent was truly a global event. It apparently brought 71K individuals from several countries, all aspiring to learn, network and build next-gen solutions on top of the AWS Cloud. The timing could not have been any better for us. We signed the Select-Tier Partnership with AWS a couple of months back. This event on the backdrop of that milestone helped us understand how APN (AWS Partner Network) works and how can Wolken and AWS partner for joint success and growth in the market while delivering strategic value to F2000 Enterprises. From the keynote of Andy Jassy to all the breakout/indus ..read more

Wolken Software’s North America Head Anand Muralidaran represented the company at its first CCW Industry event in Vegas from June 25 to 27. Customer Contact Week obviously is “the place” for Customer Service leadership. Business, Operations and Technology teams meet with solution providers to share, learn and understand newer technologies and business processes that would bring value to digitally-savvy, customer-centric Fortune 1000 and SMB Enterprises. We certainly had a great time connecting and networking with Business and IT leaders learning their landscape, challenges and opportunities w ..read more

Customers expect the company to take care of their issues and while some companies see this as a great burden, others see it as an opportunity to meet and exceed customer expectations. Our experience with customer and support indicates that there are different trends emerge and keep trending and being in tune with these helps companies to anticipate these trends and react accordingly. Customer Support Trends in 2018 Customers grow smarter by learning what a great customer service experience looks and feels like, from across product and service lines. This reduces the margin for error and almos ..read more

How important is customer support service for businesses success? Try this- 54% of millennials, 50% of Gen Xers and 52% of baby boomers stopped doing business with a company because of poor customer service according to opinion studies. They further indicate that companies with weak omnichannel customer engagement strategies retain only 33% of their customers, as opposed to those with well-thought and executed strategies that have nearly 89% customer retention. Customer Query Responses Therefore no surprises when we state that customer service has to be of the highest level, but in ensuring ex ..read more

Businesses measure customer satisfaction across different parameters to rate their support function but they need to be considered as a whole and individually. Similarly, both individual agent performances and the productivity of the entire support team need to be considered. This gives greater control of the customer support function, its effectiveness and an effective strategy to enhance customer service efforts. The entire customer experience has to be considered by measuring key metrics and there ‘hangs a tale’ behind each of them. You may discover that the team is responding slowly or tha ..read more

Customer support service function received a great impetus with the addition of self-service portal and has become a firm favorite of the tech-savvy millennials and GenZ. The positive impact of self-service goes beyond the help desk, team of agents or the customers they serve, with the info serving as a powerful tool in the business growth. As I see it, the marketing, sales, product development and support functions in the organization are the ones that benefit directly and the most. Marketing With a self-service function, the marketing function can understand which features and functions ar ..read more

It is now acknowledged that a service desk software helps you handle the ever-increasing customer requests and demands but it is not a ‘set up-forget it’ element of the company. It represents one of the public interfaces of the company and to maintain its good health requires periodic assessment and review is needed. This review goes beyond a few standard metrics like KPIs that are baseline measures of service desk health. A range of factors such as metrics, service ticket workflows, incident trends, service desk bottlenecks, resource distribution, and even customer perception need to be asses ..read more

Every android developers are very well aware of Third party integrations like Twitter login, Facebook Login, Google Login etc. All of these Login Services are called as Single-Sign-On (SSO) kind of authentication services i.e., Any apps which need to have direct login without giving much pain to app users they can just simply make use of these authentication services. Well! I will not dive deeply into these concepts since my objective of this blog to throw some light on Okta Integration with android apps. Let’s not waste much time and get prepared to start. Before I get started anymore with th ..read more

Having a customer self-service portal empowers your customers to contact you whenever they want to. 24×7 connectivity allows your customers to be connected always, allowing them to connect with you at their convenience.If you don’t have a customer self-service portal or your business, here are 6 compelling reasons why you should: Convenience for both the customer and the service team An obvious benefit of having a self-service portal is convenience. Your customer may have to update personal and payment information or check payment history, they can have the convenience to do so in their free ..read more

Back in the 2000s when we received our laptops and Blackberries, we were all super-thrilled as our weekday experience was much better and smoother than our weekend experience. When it came to technology, collaboration and engaging with the world was made easy. But in the last 10 odd years we have seen the consumer technology and experience leapfrog enterprises by a mile and more. Career aspirants and employees at large, and small enterprises too are subjected to arcane, less transparent and complicated processes in the pursuit of Day 1 that make it effective and valuable. The productivity and ..read more