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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
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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.
Knowledge Base Functionality is Limited
What do you like best about the product?
The reporting cabailities are helpful. It is easy for me to create a report that extracts data from our Knowledge Base. Also the ability to create dashboards is intuitive.
What do you dislike about the product?
As someone that manages our Knowledge Centered Service program, the Knowledge Base management aspect of Serve seems lacking. Search functionality is our biggest hurdle with the Knowledge Base. Reps can struggle to find the correct article to attach to a case which can affect their KPIs and goals. Currently, search only looks at the Title of the article and the Applies To section and is very keyword specific. I wish that it had functionality to search the entire article, body included, similar to Google.
The integration of knowledge base works okay. We have implemented some features, such as an Article Preview, that still does not work properly.
The integration of knowledge base works okay. We have implemented some features, such as an Article Preview, that still does not work properly.
What problems is the product solving and how is that benefiting you?
The reporting is Serve allows us to pull case data related to specific Knowledge Base articles and case drop downs in order to trend issues and access the Voice of the Consumer. This data has allowed us to make a number of product, website, and service improvements at Avery.
Great ticketing, especially if you already use Sell or Market
What do you like best about the product?
Seemless integration with Sell/Market. If you're already in on one of those products and need CS ticketing, this is an easy win!
What do you dislike about the product?
I suppose if you're not already invested in the Sugar eco there's not at much interest.
What problems is the product solving and how is that benefiting you?
Internal and external ticketing.
Easy to navigate
What do you like best about the product?
Accesability and its easy to use and manage your book of business . Also allows you a better way of keeping track of your interactions.N/A
What do you dislike about the product?
So far my experience has been great, I had not expience any issues.
What problems is the product solving and how is that benefiting you?
Being able to manage book of business
Organize Your Processes to Understand the Heart of Your Company
What do you like best about the product?
SugarCRM has allowed for us, by the nature of their out-of-the-box functionality, to truly customize everything to our needs and build our BPMs from the ground up to address specific workflow issues we have discovered the more and more we use the CRM.
What do you dislike about the product?
Some of the bugs that are found in new versions take a while to be corrected and implemented, and such delays can negatively impact the workflow for older employees who may not be able to comply with hotfixes or alternative methods until the new version with the fix to the bug is released.
What problems is the product solving and how is that benefiting you?
We use the CRM across our entire company. We take customer complaints for various issues (technician service, billing issues, termination of service requests) while also utilizing it for our internal communications. For example, when departments experience issues due to clients failing to follow proper protocols when utilizing our laboratory services, making our sales team aware of the issue to then correct the mistake with the customer.
Great CRM to work with!
What do you like best about the product?
It's user friendly and ticks all the boxes we need in a CRM for our company.
What do you dislike about the product?
The amount of storage and the fact that we have to pay more on a regular basis for storage.
What problems is the product solving and how is that benefiting you?
It helps us organize our clients and allows us to work more efficently as a team to provide customer service.
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