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The Latest From Wilke Global

Columbus Client Conference Recap

May 24, 2018

Last week we had the great pleasure of hosting more than 100 clients in our hometown of Columbus for our 28th Client Conference. Interacting with clients is always one of the highlights of my job.

GDPR and Consumer Care: The Evolution of Consumer Privacy

March 23, 2018

You may be seeingquite a bit of news about GDPR lately, some of it quite alarmist. We have had quite a few conversations with clients about the topic in recent months as they work through their company plans for compliance. While this may only seem to be a question for operations in Europe we think that it is helpful for all consumer care teams to understand the principles, as the question of consumer privacy rights is universal.

SOCAP Chair Jim Moloney shares perspective on consumer care discipline and the future

February 21, 2018

I recently had the chance to sit down with Jim Moloney, the 2018 SOCAP Chair, to get his perspective on the evolving role of consumer care. For those of you who don't know him, Jim led a variety of work at GM, from marketing to consumer care. He always has a great point of view on 'big questions' and brings a very pragmatic, business outcome driven perspective to our industry.

As the leading customer service software provider for consumer brands, Wilke Global supports the entire workflow of today’s consumer affairs professionals. With the most comprehensive suite of offerings for consumer goods customer support, Wilke Global helps hundreds of brands manage their operations, delight consumers, and deliver timely insights.

  • CRS is flexible and has good functionality. It’s been able to do the things that we want to do with it.

    Shannon Buesgens
    Post Holdings
  • They are aggressive, solution-oriented, and seek constant customer feedback.

    Sheila Sullivan
    Coty Inc.
  • We’ve been with them 20 years and I wouldn’t think of going any place else.

    Patricia Lombardo
    Sargento Foods Inc.
  • They come up with creative solutions to meet client needs.

    Beth Ziff
    Premiere Response
  • “They are innovative, endlessly so.”

    John Cronce
    Jockey International Inc.
  • “For me, the most important aspect of continuing a partnership with Wilke Global is that they continue to innovate.”

    Ellyn Scott
    Crayola
  • Wilke Global seems to be the number one system used in the food and beverage industry, and is well-known and respected.

    Nanci Folkerts
  • I appreciate that Wilke listens to the user community feedback and tries to implement changes based off of that feedback.

    Joanna Grennes
    Kellogg's
  • They are very open minded to try new things to see if they can get their application to do what I as a client need it to do.

    Anne Straube
    SC Johnson

Our Products

Our solutions cover every aspect of consumer-to-business CRM, including efficient contact capture to ensure rapid issue resolution as well as complete reporting across all channels.

CRS helps you capture the right information to answer questions and resolve issues. It adapts to your processes and eliminates the need of integrating multiple tools.

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INCITE allows you to unlock the wealth of information consumers communicate to you. It helps you visualize trends, rapidly explore your data, and share learnings.

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ENLIGHT ensures a consistent and accurate message is shared with consumers. Your entire organization can access a single version of the truth.

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SPOT helps you maximize every sales opportunity while creating a positive consumer experience. SPOT directs consumers nearby to retail locations based on stores that have recently sold their desired product.

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SMART is built for consumer care teams to support social channels. It provides you a comprehensive view of consumer feedback across the most popular social channels, including Facebook, Twitter, and more.

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Helping Butterball Prepare for Thanksgiving

The organization had reached a point where the technology used when interacting with consumers was reducing efficiency and dragging down operations. Butterball now uses Wilke Global’s CRS platform, as well as the ENLIGHT knowledgebase, the SPOT product locator tool, live chat functionality and other modules that work in concert with the CRS to create a seamless experience for both staff in the contact center and the consumers, who contact Butterball.

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