Agentforce Service
Salesforce, Inc.External reviews
7,029 reviews
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Best solution for Product and Customer support teams
What do you like best about the product?
We recently migrated from Zendesk support to Salesforce Service platform for our support team. The Salesforce Service platform has been exceptional in brining in the change and the speed at which we interact. It has helped us with its super speed UI and search capabilities across the Salesforce platform and ability to get deep information about a particular ticket and the account with out actually getting into the support ticket. Its really a game-changer for us.
What do you dislike about the product?
Sometimes, the Navigation between different support tickets takes time and it might be improved, as it takes you to the home screen and have to navigate back and forth.
What problems is the product solving and how is that benefiting you?
Managing support tickets and building a repository of support cases, analysing them has changed the way we look at our support function. Search capabilities.
Recommendations to others considering the product:
Yes I would recommend!
Customer 360 view love it
What do you like best about the product?
Salesforce service cloud is a great software that provides you with a customer 360 view of all his products, accounts; transactions even chat history.
I love the drag and drop feature the most
I love the drag and drop feature the most
What do you dislike about the product?
It sometimes tends to have a lot of information on one screen, it seems to distract occasionally, but other than that, I can't think of anything that I dislike.
I don't seem to like too much information on the screen; especially for a long-term customer, it becomes clumsy to sort the relevant information out.
I don't seem to like too much information on the screen; especially for a long-term customer, it becomes clumsy to sort the relevant information out.
What problems is the product solving and how is that benefiting you?
We have increased our productivity with the use of the salesforce service cloud; it is a great tool to really know your customers and very user-friendly; we have gotten rid of a lot of paperwork too.
Enables chat/text but needs further improvement
What do you like best about the product?
It enables our organization to provide service via texting and Facebook messenger. All messages are integrated in Salesforce seamlessly.
What do you dislike about the product?
Digital engagement bundle is a new product for Salesforce, thus it is confusing when it comes to licensing purchase and set up.
What problems is the product solving and how is that benefiting you?
This feature allows us to reach to a bigger group of audience who prefer communicating via text or chat. Compared to the other platform we have (phone), it also allows us to serve more than one customer at a time.
Run your sales and service teams on Salesforce
What do you like best about the product?
Power cloud-based features with continual updates
What do you dislike about the product?
Getting support and clear instructions to make changes are challenging in an ever complex enviroment
What problems is the product solving and how is that benefiting you?
We primarily use Salesforce to support our customer service operations and commercial sales teams
Salesforce Service Cloud
What do you like best about the product?
Easily customizable to meet workflow needs.
What do you dislike about the product?
When Salesforce Service team can't figure out an issue you've had with integration or email to case, they blame it on your setup which is not necessarily the case.
What problems is the product solving and how is that benefiting you?
Streamlined communications with employees, cases document all interactions. Less he said/she said.
Recommendations to others considering the product:
Great tool and very flexible. Will help you streamline processes, procedures and workflow. I would recommend it but understand that even Salesforce Support doesn't have all the answers to issues that crop up.
Airkit has enabled us to reduce call volume for our team and provide enhance service to our callers.
What do you like best about the product?
By leveraging Airkit platform, we were able to shift a vital project away from our engineering team. We were able to complete the project that had been delayed for too long due to other priorities for our engineering team.
What do you dislike about the product?
Our biggest concern heading into the project was that we could not offer the Airkit experience to our landline callers. We have been pleasantly surprised to learn that landline callers only make up 15% of our call volume, mitigating our concerns significantly.
What problems is the product solving and how is that benefiting you?
First and foremost, we have reduced the volume of calls being handled by our team. Furthermore, the automated search capabilities now offered to our customers has improved the quality of the service experience. We connect customers more quickly to the information they need and reduce the time and number of call interactions that it takes to serve these customers.
Salesforce CRM Review
What do you like best about the product?
Salesforce is a comprehensive CRM tool, helping to solve and record customer issues. A unified platform that integrates well with other systems (i.e., Talkdesk) that aids customer support agents to resolve problems quickly and efficiently. Tools such as LiveChat allow real-time support. The knowledge base is a super helpful feature, allowing new starters to work autonomously and work more effectively.
What do you dislike about the product?
If you have more than a couple of tabs open within salesforce, the system can lag or crash - this happens to me pretty much daily, which is ultimately impacting work efficiency. Also, due to Salesforce's complexity, it requires training material to understand the features.
What problems is the product solving and how is that benefiting you?
It provides faster service, helps keep track of all the internal and external communications that we have with our clients and our team.
Recommendations to others considering the product:
Strongly recommend.
Nice tool to get something up and running quickly.
What do you like best about the product?
How easy it is to build connections to APIs and surface the data in the UI.
What do you dislike about the product?
Navigating the studio can be difficult but they have been releasing updates continuously to address those experience issues.
What problems is the product solving and how is that benefiting you?
Time to market, leveraging minimum engineering resources.
Wonderful experience!
What do you like best about the product?
Promptness and attention to detail. The team is well equipped to handle queries.
What do you dislike about the product?
They need to work on integration with 3rd party platform. It is not as straight forward.
What problems is the product solving and how is that benefiting you?
Enhance customer experience and their buying journey and inturn reduces the cost for the company.
Recommendations to others considering the product:
Aitkit is an excellent way to digitalize your customers' buying journey and experience. It cuts cost and eliminates human error in the process.
User friendly and good for reporting
What do you like best about the product?
Salesforce is very user friendly and therefore very easy to try support agents on. It is a great multitasker and allows for accurate reporting in a way that is user friendly znc easy to understand even for those who do not come from a tech background. It’s endless customisations and integrations make it a really helpful tool.
What do you dislike about the product?
Although the many features Salesforce offers are very helpful, this can be daunting if you are simply looking for a basic CRM, particularly in a smaller contact centre. There are occasionally glitches or downtime in the software which can be disappointing given the price point.
What problems is the product solving and how is that benefiting you?
Salesforce has allowed our teams to collaborate more efficiently as we are better able to keep our case records up to date and transfer cases between departments.
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