Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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Telephony Solution
What do you like best about the product?
It is a tool with good vision of the client's journey, it is possible to qualify the leads with more facilities. Sales funnel process becomes more practical with this function. Tool with a Web portal, no need for installation.
What do you dislike about the product?
This is a product with a high price and a complicated configuration. Difficulty integrating with developed APIs.
What problems is the product solving and how is that benefiting you?
It improves the lead capture process and the sales process becomes more practical.
Best CRM / cloud computing software
What do you like best about the product?
So basically sales force is one of the top CRM (customer relationship management) software for me, I have been using it for over 2.5 years by now and has been one of the most extensive and complex cloud-based software. One of top-notch feature for me is its reporting system along with the alteration you can make as per your needs. The department I'm in is customer support so we kind of mostly use the service cloud and reporting. however other departments cover marketing and sales related features as well. Acquisition processes, order management, and inventory management are also one of the best features with the ease of use on the salesforce.
What do you dislike about the product?
There isn't much that I'd say I don't like but yes from time to time we face downtime issues. Secondly, sometimes you're not able to pull up the exact module which is required for which you'd have to make some changes at the backend. The rest I believe is good and much improved in terms of efficiency.
What problems is the product solving and how is that benefiting you?
We are basically a Saas company who provide product along with services. We sell E-logs system to all over the US fleets. We use Salesforce as a backend software for communication with customers and store their data upon the Salesforce cloud.
Recommendations to others considering the product:
It's very complex and vast cloud software and you can do a lot with it if you have a good know-how of how things work on the salesforce.
a great tool
What do you like best about the product?
the ease of searching, ability to log calls in detail
What do you dislike about the product?
the system took a long time to learn, often shuts down for maintenance
What problems is the product solving and how is that benefiting you?
emailing
All in One
What do you like best about the product?
I really enjoy the client documentation so that all team members can see what’s happening with an account, as well as the automated workflows.
What do you dislike about the product?
The complexity of set up makes it difficult to get off the ground or implement new things due to the time it takes to learn.
What problems is the product solving and how is that benefiting you?
Automation with client communications, building client relationships
Recommendations to others considering the product:
Great tool with lots of power but make sure you have someone dedicated to Salesforce or hire externally to implement
Easy to use!
What do you like best about the product?
I like that customers can easily chat with employees in real time. The live chat feature is my overall favorite.
What do you dislike about the product?
I wish it was cheaper and there were less added fees.
What problems is the product solving and how is that benefiting you?
The customer service is excellent and the live chat feature is easy to use.
Great add-on
What do you like best about the product?
Makes my day to day much easier way to connect customers.
What do you dislike about the product?
There isn't really anything. It took a little while to get used to it, but now it's Awesome.
What problems is the product solving and how is that benefiting you?
Consolidated multiple sdks into a single unified SDK for all this channels.
Snap-Ins Help Us Track Customers, but is no better/worse than Live Agent
What do you like best about the product?
The best part of Snap-Ins is how easy it is to track a case. I think it's much more intuitive than other tracking services. Once a customer has placed an exhibition order, we are able to seamlessly check and follow them through the entire process of purchasing. This has cut down on the time spent communicating between team members to see where an exhibit customer is in the process. Snap-Ins give us the chance to track the customer and immediately respond to any inquiry -- we are also able to see where in the buying process they paused or stopped.
What do you dislike about the product?
It's no better than Live Agent. Snap-Ins don't work with private browsing and doesn't work on traditional HTTP (only https) webpages. This is a huge problem for us because many of customers rely on private browsing for as a part of their job.
What problems is the product solving and how is that benefiting you?
Salesforce Snap-Ins have made it easier to collect data from customers passively and actively. We can see them throughout a buying experience and highlight areas of confusion or impact. The direct to customer line is a huge benefit and is helping us constantly improve our exhibition sales.
Recommendations to others considering the product:
Consider the products you have; if you're using live agent, it may be better to just continue with that product.
Easy enough
What do you like best about the product?
Easy enough to use. Efficient and mostly user friendly. Editable—has the option to store a lot of specific data.
What do you dislike about the product?
Maine parts can be cumbersome. Can be some extra steps.
What problems is the product solving and how is that benefiting you?
No problems other than fraudulent donations.
Snap-Ins make managing cases easier
What do you like best about the product?
I love how you can track and manage all case interactions right within the app
What do you dislike about the product?
Once again you don't have much choice when choosing a solution like this...it almost always has to be Salesforce across the board
What problems is the product solving and how is that benefiting you?
managing all our interactions via chat, it allows us another layer of engagement
Recommendations to others considering the product:
It is an excellent tool for adding another layer or touch point in managing cases and prospects
Work great on community sites
What do you like best about the product?
Have used snap ins for chat and for knowledge and was as simple as doing the Trailhead and implementing
What do you dislike about the product?
You have to create a new configuration for snapin that is different than button code
What problems is the product solving and how is that benefiting you?
Chat and knowledge
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