About ThinkOwl

ThinkOwl is a cloud-based customer service management solution. Key features include multi-channel inbox management, case management, workflow automation and a customer portal.

The multi-channel inbox helps users manage customer interactions by collecting data from different channels such as email, live chat and Twitter and delivering messages to a unified inbox. Users can filter messages based on user skillset, communication channel, message status and priority.

Email handling tools allow agents to assign emails to available agents based on message topic, agent skills and urgency. Agents can also choose the outbound channel to respond to customer queries. The self-service portal allows customers to check on agent responses. Workflow automation featur...


Read More

Supported Operating System(s):

Web browser (OS agnostic)

2 Reviews of ThinkOwl

Overall rating

5.00 / 5 stars

Filter reviews by:

Sort by: Most Helpful | Most Recent

Showing 1 - 2 of 2 results

Do you use this product?Write a review

July 2019

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

July 2019

Great product with great functionalities

Pros

UI & functionality for end users gives more ease of using this product. Great onboarding process & service provided Most likely, handling cases and tickets with no hustle.

Cons

Need to improve on more documentation & Customer portal section. Rest all is up to the mark.

March 2020

James from Call Center Pros

Verified Reviewer

Company Size: 51-200 employees

Industry: Consumer Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2020

It was "Live in Five" days

ThinkOwl was meant for the customer service but we discovered it can help with: sales, claims, damages, reorders, tracking, tech support, billing, invoicing and even internal HR and internal support services. We replaced out ticketing system. We now have case management. We were only doing voice and email, now we also do Chat, SMS, Facebook messenger and WhatsApp in one place. We have supervisors who now can do workflow automation processes. We have self-help that is smart and learns from our agents. We have customer that can send pictures and documents right to our agents. We were not expecting Knowledge management to be easy.

Pros

It was very easy to start, we were "Live in Five" days. The change management was also fast, about 2-3 weeks. At first it seemed hard but looked like Outlook and after 2 weeks a supervisor though AI was going to "take her job away" said she would quit if we took ThinkOwl away. AI reads the email and researches the answer and suggest a reply. AI suggests what documents or forms to attach. AI wraps up with automated processes so my agents to move to the next task.

Cons

The first month, AI in ThinkOwl learned like a new agent. Initially there was no integration but after AI was trained it was much better than expected.

Reasons for Choosing ThinkOwl

ThinkOwl came from ITYX, which is a real AI company. The other desks came from CRMs or ticketing systems.