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The Latest From Wilke Global

Inspiration for consumer care professionals from Jeff Bezos

April 17, 2017

Warrent Buffet's annual letters to shareholders are rightfully well known and famous for bringing a plain spoken perspective to the business of investing.

Consumer care lessons from United

April 11, 2017

You have probably noticed that United Airlines is in the news this week, with quite a bit of commentary on their policies and customer service. Almost 10 years ago I remember using the 'United Breaks Guitars' video and coverage as a case study for my team on the intersection of customer care, social media, and news coverage. Now as then, I see some lessons for those of us in consumer affairs.

A warning for large consumer brands

April 7, 2017

I want to share an article by Dave Knox, a former colleague who has been exposed to quite a bit of the CPG business from a variety of vantage points - brand manager, digital evangelist, thought leader, startup advisor, investor and agency leader. Dave recently authored an article for Adweek based on his new book describing an existential risk for large, incumbent brands. The article and the book are certainly worth a read.

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
  • 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
  • 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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