Agentforce Service
Salesforce, Inc.Reviews from AWS customer
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Salesforce service cloud is amazing product mainly for the support company
What do you like best about the product?
Auto assignment of ticket using automated workflow
What do you dislike about the product?
Need to improve UX view of the most of the screen
What problems is the product solving and how is that benefiting you?
Solving major issue of managing customer's request
Recommendations to others considering the product:
Highly recommend this product to others
Wonderful experience more power and kudos to the team
What do you like best about the product?
Its a wonderful tool with covering most of the line of business covered
What do you dislike about the product?
Dark theme would be nice also making it more convenient to navigate
What problems is the product solving and how is that benefiting you?
Not to mention specific
Salesforce Service Cloud Transformed Our Support Connectivity
What do you like best about the product?
Salesforce Service Cloud is highly customizable and allows for easy addition of case categories, new case forms, workflows that will help to enable easier escalation between groups and eliminate any of the back-and-forths you see in escalations between tiers. The addition of tons of plugins for software like Aha!, Azure DevOps, call center, and chat platforms are fantastic and serve us better.
What do you dislike about the product?
On the flip side of things - the design of the interface is very text-heavy and not very colorful compared to other support systems. It would be nice to have easy ways of setting a Critical ticket to have red font text or a red highlight in a case queue or case listing, etc.
What problems is the product solving and how is that benefiting you?
Because like many companies, Sales, Client Success Management and others lived in Salesforce, there was a lack of connectivity between that and when we had been using other support platforms. While many platforms offer a plugin to send data to Salesforce - there is nothing that matches using Service Cloud and partnering with your other departments in Salesforce itself. Additionally, this allowed us better and deeper reporting options, better scheduling for delivery of those dashboards and reports, and integration with other systems like I mentioned above.
Recommendations to others considering the product:
Because this platform can be complex - I highly recommend that you work with an implementation partner and speak with your Salesforce rep for available options.
Partner in Innovation
What do you like best about the product?
The platform is simple and robust for sophisticated customer engagement. The teams are amazing to work with. The integrity of the organization brings great trust.
What do you dislike about the product?
Nothing at this time. The use cases are vast and delivering optimal delivery in volume is tough for an organization our size.
What problems is the product solving and how is that benefiting you?
Customer engagement and the extension of our mobile app experience through other channels.
Recommendations to others considering the product:
AirKit is robust and depending on use cases you may need support in automation, design and connectivity. It is your organization that can be creative on how to leverage sophisticated tech like AirKit.
EA
What do you like best about the product?
The whole team can synchronize the work in real-time.
What do you dislike about the product?
It happened to me several times that some leads are multi-posted
What problems is the product solving and how is that benefiting you?
Post the tasks and assign them to different agents while making sure that we are aware of the progress of everyone
A game changer and the future of how we will communicate with our customers.
What do you like best about the product?
Airkit's flexibility and willingness to adapt to our specific needs has been superb. The Airkit team shows an obvious desire to ensure customer success for both us and our end user. Today, I truly believe we are only scratching the surface of the potential we will unlock with Airkit as we continually find new use cases. In five years we very well may look back and not believe we survived without this tool!
What do you dislike about the product?
How I am regularly reminded (in my own mind) of how slow WE are at implementing new tools in comparison to Airkit’s speed and agility. Not sure this a bad thing.
What problems is the product solving and how is that benefiting you?
By automating once manual communication processes with both employees and customers we are becoming more efficient and creating a better customer experience at the same time.
Easy to Use & Great Team
What do you like best about the product?
The team is fantastic to work with and super responsive. Excited to continue using this tool
What do you dislike about the product?
Currently do not have any complaints about this tool
What problems is the product solving and how is that benefiting you?
We are creating a more digital experience with Airkit by building out tools to collect information etc.
Airkit so far
What do you like best about the product?
The team is fantastic to work with and while we are just in the beginning stages, our first workflow was easy to set up and take live right on time! We are mapping out the next flow as we speak with the Airkit team
What do you dislike about the product?
Nothing so far, we have only just started to utilize and have 1 workflow built and any restrictions we have found have been on our side, not Airkit - so far, so good!
What problems is the product solving and how is that benefiting you?
We are using Airkit to help digitize our merchant experience and reduce our average contacts per case/issue for our merchants to make us faster and easier to do business with. Our merchant support process is quite manual and thus resolution times are too long in key areas. By utilizing Airkit to provide a more integrated digital experience, we will be able to resolve merchant issues and provide key information much more quickly all from our merchant dashboard. This will reduce costs, improve productivity and drive a better merchant experience. We are looking at even using some of the work flows for our internal work flows as well - not just customer facing
Great Databse, Smooth Info Processing
What do you like best about the product?
The great UX design and also amount of info stored for one client
What do you dislike about the product?
the back button does not always lead to the correct intended page
What problems is the product solving and how is that benefiting you?
Solving issues with client discrepancies and finding relevant info for them. It helps me find info very fast and easily.
The Definitive CRM Experience For Users
What do you like best about the product?
For me, coming from using platforms that are a lot more dated and uncomfortable for an end-user experience, It was heaven to use Salesforce because of how easy it is to navigate through it and utilize it in general. Look and feel is great and updated and does feel up to the times.
What do you dislike about the product?
It might sound biased, but I still have not found anything I dislike about Salesforce. The overall experience has been great, and I've used it on more than one company I've worked for.
What problems is the product solving and how is that benefiting you?
Salesforce solves the Call center needs within the company I work for at the moment. Its a great tool to track all interactions between consumers and service agents. Its great to keep teams from different departments connected as well.
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