Agentforce Service
Salesforce, Inc.External reviews
7,121 reviews
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Great customer service management application
What do you like best about the product?
Salesforce Service Cloud is great for managing complex customer service interactions. There are many customizable fields that you can utilize for your specific business needs. We have multiple items that we need to track with each customer service case and are able to add all of them. There are also many third party applications that can be utilized to streamline the process and make it easier for your end users or your representatives.
There is an inbox feature where you can access the Service Cloud directly from your inbox. This allows your users to create and manage cases without having to switch between their inbox and an internet browser while managing cases. It also allows for all email interactions with customers to be logged so others can review previous communication if they start in the middle of a case.
There is an inbox feature where you can access the Service Cloud directly from your inbox. This allows your users to create and manage cases without having to switch between their inbox and an internet browser while managing cases. It also allows for all email interactions with customers to be logged so others can review previous communication if they start in the middle of a case.
What do you dislike about the product?
The downside to using Salesforce Service Cloud is the cost. It is quite expensive, with little flexibility. You are charged per user, per month, but are billed for the whole year at one time. There isn't really a way to test and see how it would fit without committing to a full year. Other than cost, there really isn't a downside because of how customizable everything is.
What problems is the product solving and how is that benefiting you?
We utilize Salesfore Service Cloud to manage our support cases. It allows our support representatives to track and update cases with customers through the online platform. Some of our cases are active and open for months so we need a way to easily see where the case is and what the next steps need to be. From a management perspective we can easily see what cases are being worked and which need more attention.
Recommendations to others considering the product:
I recommend others looking at Salesforce Service Cloud to closely evaluate alternatives and compare prices as the price is the one downside.
Great racking Tool
What do you like best about the product?
I love that we are able to keep track of all different interactions our employees have with our customers.
What do you dislike about the product?
Would love to have more options and an simpler way to use emails and actions
What problems is the product solving and how is that benefiting you?
We were able to switch from an web based paid service to be able to conclude our scheduling in house using less systems .
Recommendations to others considering the product:
Definitely worth a try. Be ready to learn a lot as it offers a variety of options but it can be complex
Great tool
What do you like best about the product?
The best management of cases and email follow up
What do you dislike about the product?
Very slow certain times, but that deoends mostly on the browser
What problems is the product solving and how is that benefiting you?
Better management of emails
Great tool for building digital flows that enable users to self-serve
What do you like best about the product?
Great team, lots of opportunity for customization and integrates well with other platforms. The AirKit team really cares about seeing their clients succeed and have invested a considerable amount of time to up-skill our team on using their platform. The product is highly customizable and integrates well with our contact center and our CRM.
What do you dislike about the product?
When creating a screen I wish it were easier to make some fields required.
What problems is the product solving and how is that benefiting you?
We are saving our customers from having to speak with an agent, authenticate themselves, and provide answers to a long list of questions. By offerings customers a self service experience, we're able to save time for both our customers and our agents. We've achieved higher CSAT on tickets that were created through AirKit then on tickets handled by agents (90% vs. 76% respectively)
Salesforce Service Cloud - Kaylee Ewell
What do you like best about the product?
I've been using Salesforce since I first started at my company. Some of the things that I like the best about it is the information layout. It's easy to see, you don't have to scroll between different places on the account to piece everything together either. The search is also very great and has a wide range of things we can use to pull up the information we need. We can search account numbers, case numbers, names, phone numbers, emails, addresses and more. It was created to be a user friendly program that allows us to help our customers with no interference. One of the things that I also like is the case record area. It's easy to keep track of all cases for each department, you don't have to wonder what still needs to be worked on since everything is laid out nicely in front of you.
What do you dislike about the product?
The recent history tab could be improved. If you exit out of an account before saving a note or reviewing other information it can be hard to locate the account again. There is a history tab currently, but it only shows the recent five or so accounts or other activities.
What problems is the product solving and how is that benefiting you?
The main thing that I use Salesforce for is looking up information on a customers account to help them solve the problems that they are having. I have to look up information in many different places within Salesforce. I know exactly where I need to go since the information is always in the same place, I don't have to scroll through each account for minutes on end to find what I am looking for. They have done a great job in making my job to help customers much easier. We've also been able to utilize our chat program, Slack, into Salesforce as well so we can search information and pull up accounts there.
Recommendations to others considering the product:
Salesforce has been great from the time that I started working at this company. There is a lot of information that the program can hold and we have thousands of accounts and have experiences no issues loading anything or keeping things organized. We haven't changed from Salesforce to a different program, and we won't be changing anytime since we have been very happy with our Salesforce experience so far. They also have updates and new things come out regularly so you are never left behind in the world of business technology. Yes, I would definitely recommend using sales force for any company who has multiple customer account, does reporting and manages tasks and approvals. It's been a great product and we'll continue to use it.
Flexible solution for IVR tech
What do you like best about the product?
What attracted us to Airkit was the flexibility and customization. We did not want to contract out some work for an IVR solution that could become obsolete in a few years and would require us to pay to have the IVR updated. That's when Airkit came into the picture and pitched us the ability to essentially create the IVR solution on our own with the Airkit platform.
The co-building sessions have been incredible. Airkit doesn't just leave you to figure out how to use the platform. We had about 6 co-building sessions where our Airkit team would show me the ropes and help us deploy our first iteration of our first app.
The co-building sessions have been incredible. Airkit doesn't just leave you to figure out how to use the platform. We had about 6 co-building sessions where our Airkit team would show me the ropes and help us deploy our first iteration of our first app.
What do you dislike about the product?
I found several bugs with the builder studio but nothing that would hinder our work. Most were small annoyances but the Airkit team was already aware of these issues and are working on fixing them.
What problems is the product solving and how is that benefiting you?
We were looking to build an IVR solution to be placed in front of our phone systems that would help us scale better. We have a small call center team and having an IVR to help deflect some of those calls to a self-service portal would help alleviate the workload from our call center.
Recommendations to others considering the product:
The business team does a great job at show casing their product. I think the product speaks for itself but when combined with their business team. Airkit makes some strong presentations.
My Favorite eCRM Platform!
What do you like best about the product?
I like the robust interface and features. It is easy to drive through and functional logic to interact with. The functionalities adhere to the company structure and needs. We can bridge the communication through chatters. We can also classify the cases that come from client submissions appropriately. This helps us run better reporting for performance strategy goals. The syncing with third parties is highly functional. We have our phone system that logs the call flow. We can also transfer chat conversations into cases.
What do you dislike about the product?
Some limitations that could be improved are as following: The text seems to be crammed and the features functions can get lost within heavy text. So its mostly presentation wise. Also, regarding with the lightning version, users could save email progress through cases - so let's say the user is typing up an email but refreshes tab or window on the web browser, all progress gets lost; it would be cool to have a save progress on certain text features ie: case emails.
What problems is the product solving and how is that benefiting you?
I use it to work on support tickets related to website maintenance. We create add on assets, opportunities, support tickets for different queues, call logs, on boarding of accounts, directories, billing and payment cycle information. It seems to connect all different areas of our company, and route and triage different tasks to its appropriate department.
Recommendations to others considering the product:
I would maximize all of it's features and create a user interface for all company departments.
Great for Interdepartmental Use
What do you like best about the product?
Allowed multiple departments to see information relating to a customer.
What do you dislike about the product?
There was nothing I disliked about the software.
What problems is the product solving and how is that benefiting you?
Salesforce allowed for our sales and support teams to interact regarding taking care of customer needs.
It is one of the most important forum for delivering excellent services to our clients.
What do you like best about the product?
With its productive features and functionality, I am satisfied. We take great advantage of its access to mobility, we encourage our team members to adopt different ideas from around the world, and through its assistance we are better able to deal with our active cases.It has enabled us with Communities tool which has helped us not just to support our customers but also customers could give helping hand to others with self-service capabilities.
What do you dislike about the product?
I 'm new to this application but I'm trying to explore its new capabilities. And one thing that our team has felt in terms of launching the sophistication, we too have faced some problems with the search function.
What problems is the product solving and how is that benefiting you?
It gives you the best management of customer relationships. It provides you with personalised reports that support you with market analytics. It's great for team sales. It keeps track of all the sales data related to you. It is implemented well. It offers you the highest degree of customer service. It controls our accounts on social media as well. It also provides you with email marketing and facial book uploading.
Ensures accuracy.
What do you like best about the product?
Thats its super user-friendly.,which is important especially if you are new to using the program.
What do you dislike about the product?
I don't dislike anything about Salesforce.
What problems is the product solving and how is that benefiting you?
Salesforce ensures accuracy , which enables better customer support. I love this app.
Recommendations to others considering the product:
Salesforce in my opinion makes my job easier, if you haven't tried it, please do , you'll be amazed by it .
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