Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Salesforce Review
What do you like best about the product?
The search feature and how one keyword can connect you to multiple items you're looking for all together.
What do you dislike about the product?
It is somewhat complicated in that error tickets come up a lot and it is very particular.
What problems is the product solving and how is that benefiting you?
I use Salesforce to support sales people within the company I work for.
Salesforce - that data you have and the reports you need
What do you like best about the product?
How easy it is to run reports. DASHBOARDS! So much info! Much Relevance!
What do you dislike about the product?
Sometimes if a colleague and I are both in the same file - one of us will lose that data we just entered.
What problems is the product solving and how is that benefiting you?
Shared data - lack of external excel reports - less data entry errors between platforms.
Salesforce Service Cloud
What do you like best about the product?
I enjoy the ability to visually track the "tickets" or service orders that myself or my team enters.
What do you dislike about the product?
I dislike the notification system - depending on the service office working the ticket, some CSRs will call, some will email, or some will just quietly update the ticket.
What problems is the product solving and how is that benefiting you?
Insurance and securities related tasks and issues regarding new business. Does increase efficiency overall.
Recommendations to others considering the product:
Take the time to read about all the features included in your particular program. There are a ton of ways to utilize Salesforce in your practice.
Sales Force is a FREE Account Manager
What do you like best about the product?
Sales Force acts as an additional Account Manager of sorts and allows me to quickly find information concerning clients and accounts, as well as, cases related to each account. It's the gold standard of CRMs.
What do you dislike about the product?
Support for SForce is a bit cumbersome as you have to find your own support resource. There is no built in or free support for your subscription. YouTube, Google and other online resources are your best resource for community help.
What problems is the product solving and how is that benefiting you?
Before Sales Force we had no real CRM to manage our Accounts and the products that each client uses/purchases. SF has made that easier and more efficient. Additionally, we now log each and every call and help ticket in SF for account research purposes and metrics.
A fully customizable experience for maximum data analysis.
What do you like best about the product?
I love how custom objects can be utilized to provide concise report tools to show where improvement needs to take place.
What do you dislike about the product?
The interface is not the most user friendly and looks to be congested.
What problems is the product solving and how is that benefiting you?
We wanted a way to integrate call center software with salesforce tools in order to make sure calls were monitored appropriately as a quality assurance tool
Recommendations to others considering the product:
The program has a lot of use it or lose it functions. Customer service was very easy to work with in terms of making the software do exactly what you would like to achieve.
Salesforce Service Cloud
What do you like best about the product?
I like the way salesforce has all its fields set out and also it is very easy to search for anything. Case management is very easy and our customer and clients love it as they can get portal access to create and manage their own tickets. Also they are able to search for tickets and look at all the history. We also really like the way we can link to Jira and see open bug tickets and the status of them.
What do you dislike about the product?
I do not like the fact that it is not possible to merge 2 or more tickets together, we find the reporting not very user friendly and can be difficult to get the exact data we are looking for. 3rd party plugins are not very easy to integrate with and we have spent a lot of time on this. We do not like the fact that emails are shown in plain text by default it should be that we can view emails in html by default. Queue management is not easily customisable.
What problems is the product solving and how is that benefiting you?
We use Salesforce as a way to interact with all of our customers we have links to our own internal systems as well
Recommendations to others considering the product:
Salesforce is the market leader and as long as it is setup correctly in the first place it will do wonders for any medium to large business.
Salesforce Streamlines the CR Experience
What do you like best about the product?
It is easy to pull up & search customer profiles in Salesforce. When we make contact with a potential consumer or a customer that has an issue, we can search for any history with that individual quickly & easily using Salesforce.
The live chat feature in Salesforce is great for the work that I have done for adidas, as it allows us to touch a consumer that may not be comfortable calling in over the phone. In today's digital world, it is important that we can reach out & help our customers no matter which form of communication they are comfortable using.
The live chat feature in Salesforce is great for the work that I have done for adidas, as it allows us to touch a consumer that may not be comfortable calling in over the phone. In today's digital world, it is important that we can reach out & help our customers no matter which form of communication they are comfortable using.
What do you dislike about the product?
The email platform on Salesforce sometimes can be laggy & run into issues with bouncebacks. Not being able to send out email communication to customers in an efficient manner can be frustrating.
Sometimes load times for different pages/customer profile screens could be laggy or slow to load. This would cause efficiency issues as well as frustration for the employee who was trying to solve a problem as quickly as possible.
Sometimes load times for different pages/customer profile screens could be laggy or slow to load. This would cause efficiency issues as well as frustration for the employee who was trying to solve a problem as quickly as possible.
What problems is the product solving and how is that benefiting you?
We are solving consumer issues quickly & easily for adidas by being able to streamline the communication framework that we have with all of our customers.
Salesforce has allowed us to create a database of customers from the touchpoints that we have made throughout the history of interactions with each individual. Using this information we can leverage to the best of our ability the relationship we have with the customer to hopefully leverage future sales or brand advocacy.
Salesforce has allowed us to create a database of customers from the touchpoints that we have made throughout the history of interactions with each individual. Using this information we can leverage to the best of our ability the relationship we have with the customer to hopefully leverage future sales or brand advocacy.
Recommendations to others considering the product:
Make sure to get them to finetune the email client, so you do not have bounceback & email failure issues.
Excellent service tool
What do you like best about the product?
Independent customer information to allow customers to find their own answers while also providing live chat software. The ability to maximize agent productivity. Wide coverage including, social media, mobile, email, etc.
What do you dislike about the product?
Limited integration capabilities with other systems to share data; workflow tool is not super intuitive.
What problems is the product solving and how is that benefiting you?
Customer service support and management as well as help desk capabilities / live chat.
Recommendations to others considering the product:
Excellent for companies who are looking to provide live chat and empowering customers up front to solve their own problems. Allows CS reps to engage more fully with the customer and provides better tracking capabilities relative to issues, etc. Workflows could be better but definitely better than other tools on the market.
Powerful customer management system
What do you like best about the product?
Gives the agent more power over the data they see to help them respond to customers.
What do you dislike about the product?
Can be a little cumbersome to learn although once you do, it becomes a breeze to use.
What problems is the product solving and how is that benefiting you?
Faster same-day-resolution when using Service Cloud.
Salesforce Service Cloud
What do you like best about the product?
Related cases, projects, etc open in sub-tabs.
What do you dislike about the product?
Often is slow to respond, resulting in timeouts.
What problems is the product solving and how is that benefiting you?
Resolving customer issues and completing implementation projects.
Recommendations to others considering the product:
Read the documentation, take a training course.
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