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A Robust CRM Solution for Streamlined Customer Support
What do you like best about the product?
mainly this software best part is customer interactions, service level agreements etc.
What do you dislike about the product?
in my perspective, steep learning curve and high price are the factors, i disliked.
What problems is the product solving and how is that benefiting you?
in my polymer industry, Customer support and product enquires and complaint managemnt are the the type of problem which are the part of problems solved by Sugar serve.
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SUPER flexible with decent support, so-so documentation, and a few nit-picky issues
What do you like best about the product?
I love how customizable Sugar Serve is. You can do almost anything with it, and building what you need is fairly straightforward. The "Smart Guides" are a favorite part - allows me to ensure my teams know the steps they need to take for any process I can think of. The ability to add fields, create dependent drop-downs, etc., means I can categorize incoming cases in whatever way I need to. The reporting tool is robust and quite user-friendly.
What do you dislike about the product?
You end up figuring out a lot of things by trial and error - despite having exhaustive documentation, it's not super readable or easy to search. Also, some things are just a little glitchy; I might be working on a case and go to save it (and I only have it open in one tab), and Sugar will say "Hey should we save your version, or Elisabeth's?" Um... I AM Elisabeth. Also, sometimes an error or success pop up will persist until you click it, instead of fading away - and other times, it will fade away.
What problems is the product solving and how is that benefiting you?
We needed a robust way to track our support cases, and had been using a very old community version of Sugar. We needed a supported, more robust version that we did not have to host ourselves. In addition, we needed more customization ability than we had with our old version, and Sugar Serve gave that to us!
The interfase for the normal user is cool, but for the administrator is not so good.
What do you like best about the product?
The use of colors in the interface is good
What do you dislike about the product?
It is not intuitive to move in the configuration options
What problems is the product solving and how is that benefiting you?
data collectiong
Easy to use CRM
What do you like best about the product?
Scalable system. Easy to manage
Admin/DEV guide is very good
Good product support
Admin/DEV guide is very good
Good product support
What do you dislike about the product?
I don't have anything to write negative about this product at the moment.
What problems is the product solving and how is that benefiting you?
Case management
Buena experiencia
What do you like best about the product?
La facilidad para manejar información confidencial
What do you dislike about the product?
No es amigable para los clientes. No es facil identificar donde cargar.
El look and feel se puede mejorar
El look and feel se puede mejorar
What problems is the product solving and how is that benefiting you?
Envio de información confidencial y administrar la comunicación con el cliente
Sugar has enabled Select to diversify and grow
What do you like best about the product?
The ability to scale, customise, configure all aspects of the business while implementing processes and efficencies.
What do you dislike about the product?
License costs are too high and this will be a big decision regarding the renewal
What problems is the product solving and how is that benefiting you?
Using quote templates ensures uniform customer journeys
One of the best customer service platforms going
What do you like best about the product?
Sugar Serve delivers a complete solution for customer support teams, with robust tools for case management, SLA tracking, reporting, and self-service. Designed for scalability, integration, and efficiency, it’s an ideal choice for businesses aiming to improve response times, increase customer satisfaction, and streamline support operations. With Sugar Serve, companies gain the flexibility and insights needed to create consistently excellent customer experiences.
What do you dislike about the product?
Lack of UI customisation e.g. colours and branding
What problems is the product solving and how is that benefiting you?
A key feature of Sugar Serve is its built-in SLA (Service Level Agreement) management. This tool helps ensure teams adhere to response and resolution time requirements, prioritizing cases according to SLA standards so that critical issues are resolved promptly. This proactive approach helps teams meet customer expectations while reducing the risk of SLA violations.
Effective tool with easy to use features
What do you like best about the product?
Sugar Serve is a very effective tool, with capabilities to store and manage data in a very effective manner.
Being an Admin for the platform within my company it is important that the features are easy enough to use, that the users within the business engage with the platform.
Sugar Serve is also easy to integrate with other softwares to enhance a full experience
Being an Admin for the platform within my company it is important that the features are easy enough to use, that the users within the business engage with the platform.
Sugar Serve is also easy to integrate with other softwares to enhance a full experience
What do you dislike about the product?
There is nothing that I have come accross that I would say that I dislike, any issues I have encountered have been able to be solved.
What problems is the product solving and how is that benefiting you?
My team are able to easily access data from our customer database, and knowledge hub, to help our customers more effectively, and come to a solution
Simple and Easy to use for users and admins alike.
What do you like best about the product?
The user experience is consistent across the various modules, including anything that is customized. Users are able to utilize the system from their computer and mobile devices when they are on the road. They are also able to integrate the Outlook accounts for quick and easy archiving of emails from customers and distributors. Users are able to access the system daily, including weekends. Implementing Sugar, was assisted with the cloud team of Sugar to assist with implementing our environment based off of our business needs and use cases.
What do you dislike about the product?
The customer portal is limited in it's current capability. Would like to be able to leverage it as a customer support portal for both customers and distributors.
What problems is the product solving and how is that benefiting you?
Customers are able to fill out a web form to request assistance. This is then imported into Sugar, and then routed to the customer service team. Currently the system is more manually driven as the current solution is more of a stop-gap without a fully fledged out cutomer portal.
Most of our use case is utilizing the platform for our Sales and Marketing team to drive customer sales, engagement, and retention.
Most of our use case is utilizing the platform for our Sales and Marketing team to drive customer sales, engagement, and retention.
A great improvement for our support team!
What do you like best about the product?
The best feature is probably that tickets are seamlessly integrated with our CRM data which is where we manage our sales and operations, however the actual ticket management functionality is very good as well.
What do you dislike about the product?
We have not run into any major downsides yet, as everything has been very easy to customize to our needs.
What problems is the product solving and how is that benefiting you?
customers can submit support tickets via email, that route directly into serve. Employees can also create tickets on behalf of customers or for their own internal needs. Everything is available to the whole company and very transparent which is much better than our former platform.
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