Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Desk.com automates everything!
What do you like best about the product?
We are a small company; however, we do a lot of customer support for our core base. Desk.com helps us sooo much! we are able to take the data (tags) and use it to develop better SOPs, FAQ docs, and training materials and ultimately help our support teams save time.
What do you dislike about the product?
We do run into glitches every now and then (send emails that never send)...I also wish the appearance of the threads were nicer. There isn't an easy distinction from email to email for the user and the HTML formatting makes it pretty bland. Any chance I could upload a signature too?
What problems is the product solving and how is that benefiting you?
We track our support: the number of calls and emails; who is answering them; how many teams or individuals are involved, etc.
Recommendations to others considering the product:
All of your support is in one area and is a piece of cake to analyze.
Helpful in understanding KPI progress
What do you like best about the product?
SFDC is helpful when understanding performance of Key Performance Indicators and overall trends with these KPIs. The reports that capture the required data are easy to create with unique specifications, and the visuals/dashboards that track progress and current performance are straight forward.
What do you dislike about the product?
Using filters to understand performance by specific SFDC users, time periods, etc. can be difficult and confusing. I can see for small businesses the complexity of the platform can be a challenge as it is a robust platform. If you are growing or are a larger company, this platform is very versatile.
What problems is the product solving and how is that benefiting you?
Understand daily, weekly, monthly, quarterly, and yearly performance against Key Performance Indicators (KPIs). We are using this information to identify issues and drive continuous improvement both internally with our associates and externally with our end-consumers.
Recommendations to others considering the product:
In summary, pros include customizable dashboards, easy navigation, and advanced communication capabilities. Cons include complexity and price.
Works well, looks pretty.
What do you like best about the product?
The interface of desk is nice. It is sleek and clean. Colors are appeasing to the eye. I am able to easily respond to cases and add notes as needed.
What do you dislike about the product?
Desk can sometimes be slow, takes time to log in and load cases. Many things have to be customized by reaching out to desk instead of my admin customizing them. The search feature could also be improved.
What problems is the product solving and how is that benefiting you?
Desk allows us to track client inquiries and respond to them in a timely manner. Desk allows allows for easy labeling and assigning of cases to the appropriate associate.
Recommendations to others considering the product:
As a user, not an admin, Desk works for what I need it to.
Not the very best
What do you like best about the product?
I like the fact tha Salesforce allows you to mention other individuals by simply using @ before typing their names.
What do you dislike about the product?
I dislike Salesforce due to the fact that it is not as friendly user as I’d like it to be.
What problems is the product solving and how is that benefiting you?
Getting back to our students quicker and answering their questions and concerns in a timely manner.
Nice
What do you like best about the product?
Quick and easy to use. Minimum assistance needed.
What do you dislike about the product?
Our process still requires lot of manual entry
What problems is the product solving and how is that benefiting you?
Using the leads and tracking them.
Great interface.
What do you like best about the product?
The simple layout and accessibility. There seems to be a lot of careful thought to the usability.
What do you dislike about the product?
I can’t thinknof anything that I dislike about this software.
What problems is the product solving and how is that benefiting you?
For a small law firm, it provides the ability to interact with customers and potential new clients from anywhere, on several platforms.
Great Management Tool To Manage Tickets
What do you like best about the product?
The ability to have multiple users access tickets & resolve & respond all in one place. It's everything in one place, which is pretty much the minimum standard for a ticketing system like this.
What do you dislike about the product?
The new interface can be slow and not as intuitive as it could be at times .When making multiple changes to tickets, it can be a little clunky & slow. I would also like to see some more customization reporting options.
What problems is the product solving and how is that benefiting you?
Solves help desk issues & case management scaling to a reliable level while being able to raise and resolve tickets.. It has great increased the ease of customer management communication & open work tickets.
Recommendations to others considering the product:
If you're converting over from a smaller ticketing system, Desk will be as helpful as the time you put the time into it, just like SalesForce.
I enjoy salesforce
What do you like best about the product?
I love how fast salesforce is when I’m working with my clients, I’m used to it taking some time to get my clients signed up. With salesforce I’m about to get them back to their shopping in no time
What do you dislike about the product?
There’s nothing that I dislike with salesforce
What problems is the product solving and how is that benefiting you?
I use salesforce for making sales and running clients credit checks, it is much more convenient and faster than our previous appl
Best Customer Support & Sales Tool Out There
What do you like best about the product?
It is so simple to use the the Salesforce and desk.com integration is seamless. It allowed our sales and support teams to keep track of customer as we engaged with them. Therefore, we were always able to provide our customers with the best experience possible. Our Sales people benefitted from understanding how our last conversation with the customer went and the platform allowed us to leave notes for internal members within the tool so that we are constantly on the same page.
What do you dislike about the product?
The UX flow is a bit messy at times. We had multiple occasions when support team members accidentally sent messages to customers before they were done composing messages. Editing and updating responses can be difficult as well. A bit confusing setting canned responses.
What problems is the product solving and how is that benefiting you?
Customer support and Sales. We were able to stay consistent in messaging and better understand the customer journey through Desk.com. From a customer support standpoint, we were able to close complaint cases at a much faster rate than previously. The collaboration tools within the platform allowed me to assist other team members from a manager standpoint.
Recommendations to others considering the product:
Absolutely the best tool in the market for customer support and sales integration. Couldn't recommend it more.
Great product
What do you like best about the product?
Crm tool is very good for keeping track of data
What do you dislike about the product?
Sometimes, the reports feature gets complicated to run
What problems is the product solving and how is that benefiting you?
Organization of customer data and meta data
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