COMPARE PLANS

We created a pricing plan that matches every company size

COMPARE PLAN FEATURES

Feature

Description

Free

Starter

Professional

Enterprise

Billed annually(per agent/per month)

$4.00

$27.00

$54.00

Billed monthly(per agent/per month)

$6.00

$30.00

$60.00

Customer communication channels

Self Service Help Center

A rebranded self service portal that includes a full knowledge base search, a case submission and tracking dashboard, a live chat in mobile friendly design

Y

Y

Y

Y

Capture Cases from email

Add your support emails to Wowdesk system and the system will automatically or manually check emails and convert incoming emails into cases.

1 inbox

1 inbox

3 inbox

Unlimited

Capture Cases from Facebook

Link your Facebook pages and easily generate cases from customers posts. Responses are sent back from your Wowdesk system to the original FB posts

N

1 page

3 pages

Unlimited

Capture Cases from Twitter

Link your Twitter accounts and easily generate cases from customers tweets. Responses are sent back from your Wowdesk system to the original tweets

N

1 account

3 accounts

Unlimited

Native Mobile Apps

Access Wowdesk from your smart mobile devices, submit new cases, track cases, and chat with live agents

N

N

Y

Y

Live Chat

"Wowdesk provides a Live Chat system to improve real-time support to customers. Agents can view chat history. The system can be configured to route chat requests to different agents based on product type or case category. Proactive chat feature is also available for online portal and website visitors.

1 agent

3 agents

unlimited

unlimited

Customer Support/Case Management

Dynamic Routing Rules and automatic case assignment

Different routing rules can be defined and applied on cases at runtime

N

N

Y

Y

Load Balancing across Agents/Users

Wowdesk provides load balancing feature. With load balancing the case is routed to the user that has least number of cases.
Choose from Round Robin or Load Balancing mechanisms to assign incoming cases to Agents/Users.

N

N

Y

Y

Knowledge Base ( Public + Internal )

You can enhance service support and reduce effort by arming your customer service agents and your customers with access to a knowledge base, which is a searchable online repository that provides resolutions.

Y

Y

Y

Y

Basic SLA

Wowdesk supports SLA with warning and violation periods based on specific criteria: priority branch, product, product group

Y

Y

Y

Y

Advanced SLA Options

Wowdesk supports advanced SLA based on specific criteria: priority branch, customer segment, product, product group, case category, case classification and departments. The SLA can be calculated based on customer business hours or service center business hours

N

N

Y

Y

Automatic Escalation notifications for SLA violation

The system automatically escalate cases reaching the SLA warning threshold or the SLA violation threshold

N

Y

Y

Y

Full life-cycle Case Management

Agents can manage the full case life cycle according to the case workflow, wiew, edit, reassign cases, refer cases to external entities, add notes to a case, and create substasks

Y

Y

Y

Y

Extended case management to front office and back office users

Integrate Wowdesk with front office users, like call center agents, as well as back office users.

Y

Y

Y

Y

Extended case management to external entities

External organizations can be enganed in the case life cycle such as auditors, watch dogs, or suppliers through granular permissions and authorized data scope

Y

Y

Y

Y

Basic Ticketing workflow

Basic ticketing workflow consists of: Case Receipt acknowledgement -> Assessment -> Corrective Action -> Feedback/QA -> Case Close

Y

Y

Y

Y

Business Process Management(BPM) customization

A custom workflow and for the case can be created to guide the agent through the case resolution process and enfore the enterprise business process management

N

N

N

Y

Work Order Management

Cases requiring field service or work order can be easily managed via Wowdesk work order management. Cost calculation for labour and spare parts can be automatically generated from the system.

N

N

N

Y

ISO Standard workflow

Standard workflow consists of: Case Receipt acknowledgement -> Investigation -> -> Corrective Action -> Preventive Action -> Root Cause Analysis -> Feedback/QA -> Case Close

Y

Y

Y

Y

Case Assessment

Case Assessment should be performed to analyze the case, provide first level resolution, complete case related details, escalate the case to back office users, or close the case

Y

Y

Y

Y

Case Investigation

Perform case investigation by back office users to investigate the case and provide input on how it can be resolved

Y

Y

Y

Y

Root Cause Analysis

Perform root cause analysis to identify the root cause of a case

Y

Y

Y

Y

Corrective Action

Perform Corrective action to resolve the case

Y

Y

Y

Y

Preventive Action

Perform Preventive action to prevent the recurrence of a problem or an issue

Y

Y

Y

Y

Customer Satisfaction & Feedback

Collect customer feedback on a case resolution via custom-defined survery questions

Y

Y

Y

Y

Sentiment analysis

Sentiment analysis can be run on cases coming from email, Facebook or Twitter to determine whether the sentiment of a post is positive or negative

N

N

Y

Y

Business hours and work schedule

Define the business hours and work schecule for the service center

Y

Y

Y

Y

Case Escalation

Case Escalation should be performed when cases cannot be resolved by first level support or on timely manner. The case can be escalated to back office users for resolution

Y

Y

Y

Y

Automatic Email Notification

An option to send notification on new cases, case update, or case assignment

Y

Y

Y

Y

Convert Cases to KB articles

Agents can simply convert cases to KB articles by a click of a button for review and publishing

Y

Y

Y

Y

Add Public and private notes to cases

System users can add internal notes visible to internal agents only or public notes visible to customers

Y

Y

Y

Y

Export Cases

Cases can be exported to comma delmited file and imported to excel sheets

N

N

Y

Y

Tasks multi-assignmnet

Tasks can be spinned off from cases and assigned to individual users, teams, departments, or external entities

Y

Y

Y

Y

Next Best Action for Agents

Agents are presented with next best action to guide them through the case resolution process. The system relies on its internal knowledge base and the business process flow to provide next best action to take by agents during the case life cycle

Y

Y

Y

Y

IP Whitelist

Restricting helpdesk access to certain IPs

N

N

Y

Y

Tracking Website Online Visitors

Tracking Website Online Visitors

N

N

Y

Y

Link Cases

Linking cases together based on cases relationship

Y

Y

Y

Y

Document and Correspondence Automation

MS Word correspondence template

Customize your own MS word documents templates. Templates can be linked to the case workflow or used for document management between customers, users and departments during the case life cycle

Y

Y

Y

Y

Email correspondence template

Customize your own email templates. Templates can be linked to the case workflow or used for communicating with internal users or customers during the case life cycle

Y

Y

Y

Y

Facebook correspondence template

Customize your own FB templates. Templates can be linked to the case workflow or used for communicating on FB with customers during the case life cycle

N

Y

Y

Y

Twitter correspondence template

Customize your own Twitter templates. Templates can be linked to the case workflow or used for communicating on Twitter with customers during the case life cycle

N

Y

Y

Y

Manual and Automated correspondences

Send automated correspondences to customers and back office users or manually anytime during the case life cycle

Y

Y

Y

Y

Customer Self-Service Portal

Corporate and Personal Customer Support

Support both your personal and corporate customers with multiple users login.

Y

Y

Y

Y

Preferred language interface

Create Self-Service portals in multiple languages

Y

Y

Y

Y

Social Media login ( FB - TW - g+)

If you have Facebook, Twitter or Google+ account you can login to the portal with your existing user profile

Y

Y

Y

Y

Knowledge Base search

Let your customers help themselves by using free text search for your knowledge base and similar cases

Y

Y

Y

Y

Provide Auto suggested solutions for customers

Customers submitting new cases will be presented by auto-suggested resolutions for their cases. Auto-suggest feature for customers can be turned on and off by the system admin

Y

Y

Y

Y

Customer Dashboard

The customer can view, track and edit his cases from the customer dashboard

Y

Y

Y

Y

Custom case data scope for corporte customer users

Corporate customers can create separate login for different users depending on their roles and data scope

Y

Y

Y

Y

Feedback and Surveys

Create professional surveys

Create multi-language surveys using all common question types using advanced survey editor

N

N

Y

Y

Branching

Set conditions for survey questions based on answers provided for previous questions

N

N

Y

Y

Invite Participants

Send surveys to participants based on certain products/services or departments or to all customers

N

N

Y

Y

Statistics and Reports

Display statistics and reports to analyze survey responses

N

N

Y

Y

Reports

Basic Reports

Basic set of reports are provided out of the box to measure agent performance, track cases, monitor SLA, and other KPI reports

Y

Y

Y

Y

Customized Reports & Analytics Limit

Wowdesk team can build custom reports for your specific need available upon request

N

N

5

20

Security and System Configuration

SSL encryption

Enable SSL encryption for secured communicaction with your subdomain

Y

Y

Y

Y

Role Based Authorization

Specify granular permissions for Wowdesk users based on their roles

Y

Y

Y

Y

User Data Scope Management

Specify different data scope for different Wowdesk users

Y

Y

Y

Y

User Access Rights management

Specify granular permissions for individual or group of Wowdesk users

N

N

Y

Y

Audit Log

Wowdesk provides detailed Audit Log that enables system admins to monitor every action taken on the case

N

N

Y

Y

Customer/Contact Profiling

Create customer/contact profiles with segmentation for both personal and corporate customers

Y

Y

Y

Y

User Profile Definition

Create detailed user profile with demographic details, login credentials, contact details, and work information

Y

Y

Y

Y

User Groups Definition

Create user groups or teams that can be used in routing rules, access rights, and escalation

Y

Y

Y

Y

Multi Department Management

Wowdesk allows the user to define unlimited department tree with multiple OU levels. The orgainzation units can be configured as external to the organization or internal

Y

Y

Y

Y

Product/Service Catalog

Create your products, brands or services catalog

Y

Y

Y

Y

Product/Service Group definition

Create your products, brands or services catalog

Y

Y

Y

Y

Hide contact information based on privacy settings

Customer contact details for classified customers can be made invisible to agents and system users

Y

Y

Y

Y

Active Directory integration

Integrate Wowdesk with your existing Active Directory for SSO

N

N

N

Y

Agent Productivity

maximum number of Agents

Maximum number of agents with login crecentials defined in the system

3

5

Unlimited

Unlimited

User Dashboard

A real-time, single page interface to manage user activity workqueues, track and view cases, follow ups, reminders, to-do lists, alerts, KPIs, calendar.

Y

Y

Y

Y

Executive Dashboard

A bird's eye view interface displaying the key performance indicators (KPIs) that managers need to effectively run monitor, and manage your service desk

Y

Y

Y

Y

Agent Calendar

A calendar displaying tasks, cases, follow ups ,to do lists, and reminders due. Calendar views can be set to daily, weekly or monthly

Y

Y

Y

Y

Agent workqueue

Agents are presented with a prioritized activities and tasks workqueues that can be sorted by case number, target dates, or SLA status

Y

Y

Y

Y

Reminder

The Reminder feature notifies the user about important events.

Y

Y

Y

Y

To-do List

A list of agents to-dos and actions with target dates and status

Y

Y

Y

Y

Follow ups

Create follow up actions for certain activities with customers, or internal users

Y

Y

Y

Y

Alerts

Send out alerts to other system users. Other Wowdesk users are notified with incoming alerts in their dashboards

Y

Y

Y

Y

Agents Localization Support

Select your preferred language for the admin interface

Y

Y

Y

Y

User defined case views

Agents can define unlimited user defined views for cases based on selection criteria

Y

Y

Y

Y

Pre-defined responses

Quickly respond or add case notes from pre-defined templates to common service requests

Y

Y

Y

Y

Internal Live Chat

Agents can communicate internally using the built-in live chat module without leaving their dashboard

Y

Y

Y

Y

Miscellaneous

Mobile Optimized interface

The system UI is optimized for mobile devices display and for different screen sizes

Y

Y

Y

Y

Integration and Connectors

Integrate Wowdesk with your existing CRM or ERP system. Special connectors and integration can be customized upon request

N

N

N

Y

Rebranding

Rebrand your service center with your name, logo, and corporate standards

Y

Y

Y

Y

Storage Quota

The total storage available for cases attachments

0.5 GB

1 GB

5 GB

20 GB

Wowdesk Support Options

Guided On-boarding Process

A guided approach to help you quickly setup and configure your service center in few minutes using customer service best practices

Y

Y

Y

Y

Self-service Full knowledge base

search our KB for FAQs, troubleshooting, how-to, and user guide articles

Y

Y

Y

Y

Email Support

Obtain support from Wowdesk support team via email channel

Y

Y

Y

Y

Chat Support

Chat online with our support team for quick and attended help

N

N

8x5(EST)

24x7

Phone Support

Obtain support from Wowdesk support team via phone channel

N

N

8x5(EST)

24x7

Try us. You will love the Wowdesk experience.