ThinkOwl: Use-Cases, Insights and Reviews | 2025 Cuspera

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Customer Service Software powered by AI

AI Powered

ThinkOwl Overview

ThinkOwl leverages artificial intelligence to enhance help desk operations through conversational self-service and AI-driven communications. This solution is designed for customer service teams aiming to improve productivity while reducing operational costs. ThinkOwl's AI capabilities automate customer interactions, allowing teams to focus on complex queries. Additionally, its digital document management feature ensures secure and efficient handling of documents. A standout aspect is its ability to serve both large enterprises and smaller businesses, making it versatile across various industry verticals. With over 260,000 users, ThinkOwl is a trusted ally for businesses seeking intelligent automation in customer service.

Use Cases

Customers recommend Helpdesk Management, Engagement Management, Workflow Management, as the business use cases that they have been most satisfied with while using ThinkOwl.

Other use cases:

Customer Case Management
Knowledge Management
Social Media Analytics
Communication Management
Collaboration
Measuring Customer Satisfaction
Advocacy Management

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Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using ThinkOwl.

Other priorities:

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ThinkOwl Use-Cases and Business Priorities: Customer Satisfaction Data

ThinkOwl works with different mediums / channels such as E-Mail. Social Media. Chat etc.

ThinkOwl's features include Ticketing, Personalization, and Dashboard. and ThinkOwl support capabilities include Chat Support, 24/7 Support, AI Powered, etc. also ThinkOwl analytics capabilities include Analytics, and Custom Reports.

Reviews

"...ThinkOwl is an artificial intelligence (AI)-based platform which collects and analyzes customer interactions across different channels such as email, live chat, instant message, Facebook and Twitter...." Peer review

ThinkOwl, Supportbench, Salesforce Service Cloud, Eccentex AppBase, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

ThinkOwl is your one-stop solution for customer support needs. Built on cloud architecture (SaaS), ThinkOwl features AI-powered tools that streamline workflows—from ticket management to client engagement. ThinkOwl's arsenal of potent solutions—OwlDesk and OwlForce—are designed to automate routine tasks, boost agent productivity, and enhance service efficiency. It offers the perfect blend of service desk features, conversational or generative AI, and an omnichannel communication environment. Its workflow automation, AI technology, and software integration capabilities are a real treat for digital communication. Additionally, ThinkOwl excels in data analysis, generating advanced reports that offer real-time insights into KPIs across topics, teams, and channels.

Popular Business Setting

for ThinkOwl

Top Industries

Information Technology and Services

Popular in

Mid Market

ThinkOwl is popular in Information Technology And Services, and is widely used by Mid Market,

ThinkOwl Customer wins, Customer success stories, Case studies

How can ThinkOwl enhance your Helpdesk Management process?

What solutions does ThinkOwl provide for Engagement Management?

How efficiently Does ThinkOwl manage your Workflow Management?

What Are the key features of ThinkOwl for Customer Case Management?

How does ThinkOwl address your Knowledge Management Challenges?

45 buyers and buying teams have used Cuspera to assess how well ThinkOwl solved their Help Desk needs. Cuspera uses 472 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

Rheinische Post Mediengruppe - Media Production

ThinkOwl helped Rheinische Post Mediengruppe automate customer service with AI bots. The company faced high volumes of customer inquiries and slow response times. ThinkOwl's voice and mail bots now h...andle 42% of inquiries and reduced processing time by over 40%. The solution saved 11 full-time employees. Employees now focus on complex tasks, and customer satisfaction improved. The integration finished on time and within budget.

SPS - Financial Services

ThinkOwl CONVERSATIONS helped SPS digitize KYC and legal agreement processes in the financial sector. SPS used digital self-services and QR codes to speed up customer responses while meeting strict s...ecurity and compliance needs. The solution enabled 100% digital dark processing and achieved a 70% digital response rate with 92% customer satisfaction. SPS found digital inquiries to be faster, more cost-effective, and with higher response rates than traditional methods.

AAP Lehrerwelt GmbH - Education

ThinkOwl's AI-powered omnichannel service desk helped AAP Lehrerwelt GmbH handle more customer inquiries and improve service. The 15-person team saw an 80% AI recognition rate and 40% one-touch proce...ssing. They processed 500 tickets per month using robotic process automation. The company reduced response times, standardized communication, and increased customer satisfaction. Implementation took just eight weeks, making service more efficient and scalable.

FIEGE Group - Logistics / ECommerce

ThinkOwl AI platform helped FIEGE Group improve customer service. Before, FIEGE had separate systems for phone, email, chat, and social media. This made work slow and hard for agents. With ThinkOwl, ...all channels are in one place. The AI sorts emails and suggests replies. FIEGE went live in 12 weeks. Agents now work faster and customers get better answers. The new system is easy to use and helps FIEGE grow.

A healthcare clinic in India - Hospital & Health Care

ThinkOwl helped a healthcare clinic in India improve patient support. The clinic faced too many patient inquiries and slow manual processes. ThinkOwl's AI tools automated routine tasks and centralize...d patient data. Staff now respond faster and focus on complex needs. The clinic saw better productivity and higher patient satisfaction. Digital workflows replaced paper-heavy systems for smoother operations.

Odyssey Logistics and Technology Corporation (Odyssey) - Transportation/trucking/railroad

ThinkOwl’s OwlDesk and OwlForce helped Odyssey Logistics and Technology Corporation automate support processes. Odyssey’s service team handled 1,500 daily customer emails and struggled with manual wo...rk and lack of control. With ThinkOwl, cases are routed by skill and priority, and agents see all needed info in one place. Smart AI workflows recognize business data in emails. Odyssey reduced processing time and improved response speed. Customers and agents are happier with faster, more accurate communication.

How Does ThinkOwl Handle Emails? Use Case Video For Logistics Companies

Peers used ThinkOwl for helpdesk management and engagement management

ThinkOwl Competitors

ThinkOwl Features

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FEATURE	RATINGS AND REVIEWS
AI Powered	4.71/5 ★ Read Reviews (68)
Analytics	4.72/5 ★ Read Reviews (40)
Custom Reports	4.72/5 ★ Read Reviews (35)

CAPABILITIES	RATINGS AND REVIEWS
AI Powered	4.71/5 ★ Read Reviews (68)
Analytics	4.72/5 ★ Read Reviews (40)
Custom Reports	4.72/5 ★ Read Reviews (35)

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