Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Airkit Implementation Experience
What do you like best about the product?
Not only does the technology provide added value to our call center solution, the Airkit team is top-notch. They make the extra effort to move the implementation process along but also listen to suggestions and look for ways to enhance the experience and provide additional value.
What do you dislike about the product?
I think one area of improvement would be around automation of the metric data.
What problems is the product solving and how is that benefiting you?
The key value we derive from the Airkit solution is the call deflection to a self-service web based solution that helped us reduce our handled call volume by 20%. Additionally, the messaging capability that notifies a customer if their search criteria is met by subsequent data updates is a fantastic customer service feature.
Airkit has enabled us to reduce call volume for our team and provide enhance service to our callers.
What do you like best about the product?
By leveraging Airkit platform, we were able to shift a vital project away from our engineering team. We were able to complete the project that had been delayed for too long due to other priorities for our engineering team.
What do you dislike about the product?
Our biggest concern heading into the project was that we could not offer the Airkit experience to our landline callers. We have been pleasantly surprised to learn that landline callers only make up 15% of our call volume, mitigating our concerns significantly.
What problems is the product solving and how is that benefiting you?
First and foremost, we have reduced the volume of calls being handled by our team. Furthermore, the automated search capabilities now offered to our customers has improved the quality of the service experience. We connect customers more quickly to the information they need and reduce the time and number of call interactions that it takes to serve these customers.
Integrating with Airkit was smooth and support from their team was timely and awesome!
What do you like best about the product?
Level of effort it took to create a custom journey and elevate the digital experience for our customers
What do you dislike about the product?
Nothing as of now. Has been working well for us as expected.
What problems is the product solving and how is that benefiting you?
Automating our manual activities
Recommendations to others considering the product:
Excellent tool if you want to reduce your sdlc and provide the functionality to end-users and automate business processes
Market leader in CRM
What do you like best about the product?
Salesforce helps us with all sorts of CRM.
What do you dislike about the product?
Cost of usage. We get very little time to experiment.
What problems is the product solving and how is that benefiting you?
It helps in marketing. We were able to automate few scenarios and reduce manual efforts using Salesforce as CRM
E2E Seamless Onboarding!
What do you like best about the product?
The professionalism of the sales and technical implementation teams. They allowed for a collab approach in identifying use cases to solve for our pain points. Even when bumps in the road are identified in the project plan the team was agile in delivery. As an example, Medify Air partnered with an Intelligent Virtual Agent company to deflect contacts into call center. Airkit was able to work in partnership to deliver a seamless engagement which has not only reduced costs but directly increased the CX.
What do you dislike about the product?
While it is a low code platform there is still a need for some technical development for API integrations. There is still some room for the platform to become more fluid by adding an in-app engagement chat function. I also believe the speed of delivery could be a lot faster when the engagement is being developed by the Airkit team.
What problems is the product solving and how is that benefiting you?
We are solving several use cases from WISMO to a digital subscription model. After we launched it was identified that we needed a way for our agents to accept a PCI credit card capture. We are no longer an analog company driving to a digital consumer.
Recommendations to others considering the product:
Know what problem you would like to solve and that Airkit is the primary or support tool for resolution. Once you are able to analyze the issue the Airkit will be supportive to drive your initiatives.
Salesforce CRM Review
What do you like best about the product?
Salesforce is a comprehensive CRM tool, helping to solve and record customer issues. A unified platform that integrates well with other systems (i.e., Talkdesk) that aids customer support agents to resolve problems quickly and efficiently. Tools such as LiveChat allow real-time support. The knowledge base is a super helpful feature, allowing new starters to work autonomously and work more effectively.
What do you dislike about the product?
If you have more than a couple of tabs open within salesforce, the system can lag or crash - this happens to me pretty much daily, which is ultimately impacting work efficiency. Also, due to Salesforce's complexity, it requires training material to understand the features.
What problems is the product solving and how is that benefiting you?
It provides faster service, helps keep track of all the internal and external communications that we have with our clients and our team.
Recommendations to others considering the product:
Strongly recommend.
Nice tool to get something up and running quickly.
What do you like best about the product?
How easy it is to build connections to APIs and surface the data in the UI.
What do you dislike about the product?
Navigating the studio can be difficult but they have been releasing updates continuously to address those experience issues.
What problems is the product solving and how is that benefiting you?
Time to market, leveraging minimum engineering resources.
Wonderful experience!
What do you like best about the product?
Promptness and attention to detail. The team is well equipped to handle queries.
What do you dislike about the product?
They need to work on integration with 3rd party platform. It is not as straight forward.
What problems is the product solving and how is that benefiting you?
Enhance customer experience and their buying journey and inturn reduces the cost for the company.
Recommendations to others considering the product:
Aitkit is an excellent way to digitalize your customers' buying journey and experience. It cuts cost and eliminates human error in the process.
User friendly and good for reporting
What do you like best about the product?
Salesforce is very user friendly and therefore very easy to try support agents on. It is a great multitasker and allows for accurate reporting in a way that is user friendly znc easy to understand even for those who do not come from a tech background. It’s endless customisations and integrations make it a really helpful tool.
What do you dislike about the product?
Although the many features Salesforce offers are very helpful, this can be daunting if you are simply looking for a basic CRM, particularly in a smaller contact centre. There are occasionally glitches or downtime in the software which can be disappointing given the price point.
What problems is the product solving and how is that benefiting you?
Salesforce has allowed our teams to collaborate more efficiently as we are better able to keep our case records up to date and transfer cases between departments.
Contact information and all storage on a single platform
What do you like best about the product?
The handling of all the tools the ease of storage and contact all on a single screen
What do you dislike about the product?
Sometimes it has a fault that changes the connection state without consulting it
What problems is the product solving and how is that benefiting you?
It has improved the failures of transferring chats and emails, access to information is more concrete
Recommendations to others considering the product:
It is the best platform to have everything at hand and give the best service
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