Salesforce- Best platform for customer support
What do you like best about the product?
Customer inquiry management is way easy on salesforce, it gives the data insights on what type of inquiry we are receiving, backed by email trail.
What do you dislike about the product?
Automatic reply are not functioning correctly, whenever there is change in the status of the ticekt, it should provide an update to the customer.
What problems is the product solving and how is that benefiting you?
Volume of inquiries, trend of inquiries, excalation matrix and back up of all communication in one single platform.
User friendly ERP solution
What do you like best about the product?
User friendly application to track the sales cycle and also supports in managing day to day routine activities by providing data extraction of projects, details filteration and also measure productivity.
What do you dislike about the product?
Bit slow, need to present the improved dashboard.
What problems is the product solving and how is that benefiting you?
Mobile, and can use anywhere anytime , easy to manage the customers and day to day activities.
Efficient, Personalized Customer Support: A Review of Salesforce Service Cloud.
What do you like best about the product?
Salesforce Service Cloud transformed our customer support operations. Its seamless integration across channels, user-friendly case management, and AI-powered capabilities have increased efficiency and customer satisfaction. The capacity to tailor interactions and anticipate needs distinguishes it as a game changer for any support team.
What do you dislike about the product?
In my experience, the complex nature of Salesforce Service Cloud can be difficult, particularly for smaller teams or those without dedicated administrators. Navigating its many features and customization choices can take substantial time and effort, potentially impeding speedy installation and adoption.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses the difficulty of efficiently handling client inquiries across numerous channels, providing quick resolution and tailored support. This benefits me since it improves customer satisfaction, streamlines workflows, and provides vital insights into consumer needs, ultimately generating loyalty and corporate growth.
Salesforce service cloud - one stop solution for customer inquiries and issues
What do you like best about the product?
The acceptance of AI generation by salesforce makes it a seamless platform for customer service operations. The customizations available in the platform makes it very easy to implement for businesses as per their service processes.
What do you dislike about the product?
The plaforms seems to be a bit complex for the new users and navigating through the platform needs additional training and expertise. For smaller businesses, the pricing seems to be expensive
What problems is the product solving and how is that benefiting you?
As per the industry challenges being faced in these times, salesforce service cloud adresses business challenges by streamlining communication with customers accross multiple channels as well as improvment in response time and seamless support to the customer. By using centralized approach, it also enables the business in identifying major analytical conclusions to improve service to the customers.
Salesforce service cloud
What do you like best about the product?
Service Cloud are helping customers to find answers to their questions on themselves without connecting with supporting team.
What do you dislike about the product?
It does not have a large storage space are not best and it is more expensive.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases
Seamless and easy-to-use
What do you like best about the product?
Integration of calls, emails, social media cases all into a single platform is what I like best about SFSC. Ticket creation is seamless, and it's easy to keep a record of cases without any hassle. We use it daily for all our tasks, and it works pretty well.
What do you dislike about the product?
Emails take a little time to flow in, around 5-10 minutes of wait time. Other than this, SFSC works seamlessly.
What problems is the product solving and how is that benefiting you?
Ticket creation is very simple. It also integrates customer accounts which makes it easy to identify callers and even call them back, directly from SFSC.
Salesforce service cloud used to support customer
What do you like best about the product?
Salesforce service cloud is used to support customer to there query related to product we can provide customer to help desk, chat , web to case . We can easily integrate service cloud with another cloud. Service cloud is used to support customer support.
What do you dislike about the product?
No dislike about the service cloud all features are very good
What problems is the product solving and how is that benefiting you?
Service cloud is used to resolve customer queries is used for customer support like help desk, live chat, contact centre and many more.
Service cloud- a very useful Salesforce tool
What do you like best about the product?
Service is a very easy to use and easy to implement cloud of Salesforce.Its features are very useful to manage customer support process of a company.
What do you dislike about the product?
There are no such dislikes about Salesforce service cloud.
What problems is the product solving and how is that benefiting you?
It really saves customer support time by its milestone feature.
Salesforce service cloud is the best platform to provide customers query satisfaction
What do you like best about the product?
Salesforce service cloud is use to resolve customer queries like we can manage email to case, web to case, live chat , helpdesk and many more . This cloud provide complete satisfaction to customer and it's easily integrate to another platform. Is use for customer support.
What do you dislike about the product?
No dislike about the Salesforce service cloud
What problems is the product solving and how is that benefiting you?
Real-time chat functionality allows businesses to offer live support to customers on their websites.Service Cloud enables support across multiple channels, including email, social media, chat, and phone.
High scalability with good plugins and excellent customer visibility
What is our primary use case?
The Primary objectives of our solution are to improve the customer experience, improve process efficiency, and eliminate the wasted costs involved in business operations. For example, we're focusing more on the improvement of DIY (Do it Yourself). The call load reduces the need for visits by technicians. This saves a huge cost in terms of visits to the organization and also Improves the customer experience by providing quick resolutions.
Salesforce offers VRA solutions to our call center so that call center agents can view any product issues virtually with a video call and can guide the customers so that they can resolve issues by themselves.
These kinds of features have helped to save costs while improving the customer experience.
How has it helped my organization?
Salesforce Service Cloud has Improved the Customer 360 visibility, which facilitates cross-sell and upsell opportunities for our organization. Salesforce has also improved the go-to-market speed with its configuration-based approach, resulting in a service ecosystem that quickly adapts to change management.
The organization benefits by adding new revenue streams like preventive maintenance packages, accessories, etc.
The model also facilities the elimination of the service centers and directly onboards the technicians, which helps the organization to save costs and also enables it to expand the service operations to tier three cities.
What is most valuable?
The most valuable features include:
1. Customer 360 - Complete customer information visibility can induce additional sales opportunities.
2. Chatter - Intact communication among the team means no information loss.
3. APP Exchange - Pre-built apps are in place to utilize as per the need resulting in the quick implementation of small enhancement features.
4. High Scalability - The design allows users to scale up the business with configurable screens, making the system much more flexible to adapt to business changes quickly.
5. Ready Plug-Ins - The plug-ins that work with other standard systems have made the product industry-ready.
What needs improvement?
The solution should improve:
1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license.
2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.
For how long have I used the solution?
I was onboarded onto the platform approximately four months ago.
What do I think about the stability of the solution?
The solution is extremely scalable if implemented in the right industry practices. Do not do custom development in Salesforce until it's business-critical.
How are customer service and support?
I have worked with Service & Support and found the education to the product was aligned. The adaption and change management strategy should be well aligned with the business heads of the team.
Which solution did I use previously and why did I switch?
We were using the Mircosoft CRM from which we migrated as the product version was obsolete. While evaluating the leading CRMs, we found Salesforce was the best fit for our ecosystem and business needs.
How was the initial setup?
The Salesforce setup was hassle-free. The only thing you need to do is to ensure that you implement this with the official AD ID.
What about the implementation team?
The implementation was done via a vendor team. I'd rate them four out of five since the team was good and dedicated, although we faced some external turbulence due to the COVID-19 pandemic.
What was our ROI?
The ROI KPIs were evaluated for six months and there was an improvement across all KPIs.
Digital NPS - improvement in overall NPS went from 5% to 22%.
FCR - The TAT for first call resolution was improved with multiple features (like VRA, etc.)
What's my experience with pricing, setup cost, and licensing?
Users should first work on creating an MVP (minimum viable product) document which means. The change should be gradually adapted by business teams, and the value of the solution should be analyzed post-MVP of the implementation.
Don't go for bulk-buying license concepts until you have a clear need for licenses. The product's strengths should be calculated.
Which other solutions did I evaluate?
We Evaluated the Microsoft's CRM, SAP CX, and Salesforce Service Cloud.
What other advice do I have?
Be open to negotiation and always plan with internal Salesforce experts who can manage Salesforce for the organization in the long term.
