Agentforce Service
Salesforce, Inc.External reviews
7,002 reviews
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Desk.com is a GREAT asset for Futuri
What do you like best about the product?
Desk.com has been very beneficial as our team and our customer base have grown. We now have 5 times as many customers as we had before we started using Desk.com, and we've been able to constantly customize how we process incoming support cases based on our changing needs. It's very flexible, and their service is great. We've also taken advantage of their Support Center platform to provide invaluable self service to our customers.
What do you dislike about the product?
The integration with Salesforce is probably the best you can find since they're co-owned, but we still find it a bit clunky.
What problems is the product solving and how is that benefiting you?
We are able to measure our average first reply, average total resolution, and CSat scores to keep our team on track and accountable.
The support is exceptional.
What do you like best about the product?
The support team, they are always so quick to return my calls or help me with our Desk set up, which is quite unique.
What do you dislike about the product?
My "First World problems": The brands not being in alphabetical order on the channel and content screens (we have over 50). Not having a "check" or "uncheck all" button for the relevant brands when adding content. Business Insights seems to have some problems with accuracy, or perhaps I misunderstand it. Not being able to insert images into the emails/cases when we respond to customers.
What problems is the product solving and how is that benefiting you?
It helps of keeps track of cases and when cases/customers "fall between the cracks" so they don't get missed. It helps with our reporting figures.
Desk has been an incredibly helpful tool for managing our customers.
What do you like best about the product?
The contact notifications are extremely helpful in maintaining service levels. This ensures that customers do not fall through the cracks. Even if an agent is out, desk has the ability to have notifications that allow other agents to see any pending cases.
What do you dislike about the product?
My only dislike of desk is that there is sometimes a lack of flexibility in how the notifications can be structured for agents that are not always logged into desk. This is not an issue for active desk users.
What problems is the product solving and how is that benefiting you?
We are finding better ways to communicate with our customers.
Salesforce is one of the best CRM
What do you like best about the product?
This solution is delivered over the web, which means you will be able to access it anywhere as long as you are connected to the Internet. This will also let your company deliver customer information from any data source and allows multiple departments to engage with customers online and share with them applications built on on-demand platform.
What do you dislike about the product?
This web heavy solutions also means you will have limited off-line access to it.
What problems is the product solving and how is that benefiting you?
One of my clients was looking for an easy solution to house their sales database. After seeking a several options. We decided to deploy Salesforce Customer Portal solution.
With search and knowledge base capabilities, along with full online case management, we deploy this solution in less than a week. And they've been using it ever since. From sales management, collaboration customers data, my client has reinvigorated it's customer service and produced a solid core in their sales data workflow.
With search and knowledge base capabilities, along with full online case management, we deploy this solution in less than a week. And they've been using it ever since. From sales management, collaboration customers data, my client has reinvigorated it's customer service and produced a solid core in their sales data workflow.
Recommendations to others considering the product:
With customization as key component to Salesforce Customer Portal. It will help any business in any industry to have their own custom solution CRM. And don't forget Salesforce dedication to support. This platform will help any companies to grow and I would recommended in a heartbeat.
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