Salesforce Service Cloud

Vorteile

We are able to better handle customer service issues, cases, and information thanks to this tool.Using Salesforce, we can provide help via email to case, web to case, and live chat.

Nachteile

I can't say that I disliked anything about it. But there are two things I'd like to add. Please strive to improve "Reporting" and provide more channels for communicating with customer service.

Vorteile

The way it has changed how we interact with our customers, thw shortcuts has made 50% of the work faster and more efficient since we can manage to answer more than 2 chats ate the same time. While you need to switch between chats windows and at the same time answer to the customers with accurate and personalized answers the shortcuts will be your best friends.

Nachteile

At first we had few outages interrupting our chats sessions or dropping the chats, that was really annoying for our customers and for us too.

Vorteile

Seems like an adequate service but lots of room for improvement.

Nachteile

Could use a lot of improvement regarding the user interface & streamlining operations.
Redundant steps not explained well, how or why.
Steps like needing to provide signature on approved permit AFTER I've just received approval & paid the fee just creates more steps to hold up the process or miss before next stepcan be implements

Vorteile

Easy to navigate. There’s multiple ways to route cases, able to build out teams to handle work the cases. Console apps make it easy to access all information in one easy to navigate location.

Nachteile

Can take a little time for users to get used to the interface.

Vorteile

Salelesforce made organization and following up very simple for myself and workplace.

Nachteile

Although the pricing is a bit high, considering all the tools it provides, the value outweighs the cost.

Vorteile

Easily integrates with other products. Also, made working on tickets easy especially with the Documentations suggestions

Nachteile

Can be a bit complex for new users initially.

Vorteile

It was easily trainable, able to be incorporated into our systems and customer service is great

Nachteile

Had a couple snags when first trying to integrate it

Vorteile

Easy to use, do the job as per QMS system. customising the sales force is very helpfull.

Nachteile

-Scripting ability
-customisation of workflow
-Trainings tests.

Vorteile

- Great multi-channel customer service tool (email, phone, chat, community)
- Great CTI (Phone integration) with different providers like Five9
- Intelligent interface for agents to optimize their work with recommendations
- Agile knowledge management system to manage Knowledge base / FAQ

Nachteile

- it can be a bit complicated to personalize the workspaces / workflows of the agents

Vorteile

We have used Salesforce for quite some time to manage our sales calls and documenting leads

Nachteile

I do not feel like there was anything that I disliked about it. It was very easy to learn and very easy to teach

Vorteile

The best thing about Salesforce Service Cloud is that it is fully customizable. It is the only CRM software we need.

Nachteile

The upfront cost is more than other programs.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Salesforce Service Cloud

Vorteile

Although Salesforce might seem a bit daunting at first, it overall is extremely customizable and can (and should) be built for you and your company's needs. This tool is so powerful and key in customer relationship management and has taken our CRM to the next level. Our data is all held in Salesforce and we are able to create reports and dashboards to keep track of the business and gain insights.

Nachteile

I do sometimes wish Salesforce was a bit more user friendly however once you learn more about the program you do become quite comfortable and customer service will always be there to help you in a kindly manner

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Salesforce Service Cloud

Vorteile

The user interface is less complicated and the ticket are well organize

Nachteile

It freezes during new changes are being implemented

Vorteile

Salesforce Service Cloud is a one-stop-shop for our business. It provides a well-organized customer list, allowing us to quickly reach our customers with important business updates. It also provides us a central location to house all of our internal and external training documents, with the ability to quickly and easily update them as things change. We are able to customize the look and feel to meet our business needs and have access to incredibly important data on our productivity, customer needs and internal development needs.

Nachteile

There is such a sheer amount of data available through Service Cloud, that it is best to have a team of knowledgeable Salesforce support teams members who are able to design the right layout and to access and share important information.

Vorteile

I like the accuracy of Salesforce Service Cloud.
Salesforce Service Cloud is amazing and super excellent to manage.

Nachteile

No dislikes about Salesforce Service Cloud.
Salesforce Service Cloud works so well for us.

Vorteile

Highly customizable to suit business needs. Ease of use.

Nachteile

The cost of SF licenses can be prohibitive. Sometimes the need to hire experts is there and expensive.

Vorteile

Contact database management is easy. You can keep track of clients.

Nachteile

The system is not responsive on mobile devices.

Vorteile

I Like that it makes transferring calls, recording calls, and gathering call data very easy and in one place.

Nachteile

I do wish it was just a little bit cheaper.

Vorteile

User-friendly options, it has everything that a customer ticketing system software needs.

Nachteile

There is nothing in particular that I did not like about it.

Vorteile

It has a great user interface. It is very intuitive and easy to learn.

Nachteile

I felt a little limited when using the app

Vorteile

It has all the traits for a good product, Call routing, Case Management, Knowledge Management, etc

Nachteile

There is nothing to like about least. Everything is top notch as long as you aware about the product's capabilities.

Vorteile

it took me a while to understand a fraction of function. I had only make calles and left comments, and moved leads in the progress line.

Nachteile

difficult to find the right customers in borwser, to manage the task after long break. create pipeline of customers and reports. Without a lot of work and patience I would though out through widow the computer.

Nachteile

Salesforce has a rather high price, and we hope that its price will be reduced slightly, as it helps us a lot and is relied upon in various matters to carry out the functional process in the company and because it has facilitated the use of many of the features that it contains, which helped us a lot in the work of the organization and helped in its success and development.

Vorteile

Salesforce is extremely easy to navigate - specifically when using Social Studio for social media scheduling and analytics.

Nachteile

I am not a fan about how much you have to change your password. It is nice knowing there are lots of safety options regards to security.

Vorteile

I like that it accomplishes all my company security requirement.

Nachteile

I feel I am using all its capabilities. But that depends on what features my company has purchased.

Vorteile

Ofrece muchas soluciones cloud dentro el mismo servicio, desde gestionar ventas, helpdesk, proyectos...es muy potente y personalizable.

Nachteile

Es un producto demasiado complejo debido a su gran potencial y no es facil su gestión o mejor dicho exprimir todos los recursos que ofrece.

In Betracht gezogene Alternativen

Warum Salesforce Service Cloud gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu Salesforce Service Cloud

Vorteile

Salesforce Service Cloud offers numerous benefits for businesses. Its customer service tools enable efficient case management, allowing for quick and effective resolution of customer issues. The platform provides a 360-degree view of the customer, empowering businesses to deliver personalized and proactive customer service. Furthermore, its integration capabilities with other Salesforce products and third-party applications make it a versatile and scalable solution for businesses of all sizes. The robust analytics and reporting features further enable businesses to gain valuable insights and improve their service operations.

Nachteile

The learning curve in the beginning stages was a little hard, but once we accomplished the beginning steps it was a breeze.

Vorteile

Extremely customizable, and very user friendly. Salesforce has always been on top of CRM and their service cloud is another powerful platform where after sales agent can easily help their clients.

Nachteile

Salesforce as a whole can be quite expensive and the money you paid is not good enough for their knowledge base. This is currently very limited and if you have a knowledge base outside of Salesforce, it can be tricky to connect it to the Service cloud to use the inbuilt features. But Salesforce is currently working on this limitations with their data cloud platform.

Vorteile

Perfect for field workers to put in work orders

Nachteile

the small things not having an asterisk to complete and move on to next screen before submitting

Vorteile

Service Cloud can integrate to many many platforms including telephony systems and most websites via API. Queue management, approvals, email and web to case are huge for tracking. Approval processes are available which is particularly helpful when training new employees.

Nachteile

Salesforce in general is expensive. The UI is a bit dated out of the box. It takes a bit to get it up and moving and it generally needs a specialist. Once its running, life is grand but the set up process is not always pleasant.

Vorteile

AI bots like Agentforce handle routine inquiries task automatically which saves our time and increase customers satisfaction.

Nachteile

Some of the more advanced features are only available in the higher-priced plans.

Vorteile

It incorporates all the data and information needed to manage cases and clients.

Nachteile

I wish that it could be a little more customizable so I don't have to deal with all of the features that aren't relevant to my cases.

Vorteile

Plenty of integrations, deeply adaptable to your business’ needs. Can be small and simple or greatly expand in sophistication as the business does. Adds order to a growing sales pipeline or team, helping ensure customers get the best of your service

Nachteile

Put effort to keep it as lightweight as possible. I’ve seen the implementation being overdone in so many places - can make employees reluctant to use it properly and reduce the accuracy/benefits of the tool. Keep it simple and it will do wonders for your business - ask yourself ‘do we really need this field, what value do we get from it’ - if there’s no good answer - bin it.

Vorteile

Salesforce Service Cloud is great because it helps manage customer cases efficiently in the Dash, supports multiple communication channels or cases, and automates tasks to save time. It is also customizable and real-time analytics also make it easy to track performance and improve customer service.

Nachteile

The complexity of Salesforce Service Cloud can be overwhelming for new users, requiring a steep learning curve. I my self took sometime to learn it

Vorteile

Salesforce Service Cloud is its powerful automation and AI-driven features, like Einstein AI, which enhance customer service efficiency.

Nachteile

What I liked least about Salesforce Service Cloud is its steep learning curve, particularly for new users

Vorteile

Ottima la gestione dei contatti e degli account collegati

Nachteile

Alcune cose da migliorare ci sono sempre

Vorteile

Lots of features and options to fully customize your work to how you like.

Nachteile

Learning the interface and where and how to do things was challenging at first.

Vorteile

Salesforce offers excellent tools for case management and it great to use with other platforms. I use it to manage customer cases in a financial setting.

Nachteile

It has a learning curve, especially for those who are not used to using software like this. It can take a lot of time to customize to your liking and needs. It can also be very expensive.

Vorteile

I love how customizable it can be and how it makes sales and management life’s easier. Perfect as a information center and also pipeline visibility tool.

Nachteile

It’s not intuitive at all. Training is necessary.

Vorteile

This software is user friendly, and also not lagging.

Nachteile

So far there is nothing I could think of.

Vorteile

Very powerful, easy to use, intuitive and well supported. A lot of information well organized and sorted. Excellent reports.

Nachteile

Nothing. It's one of the most error free/bug free applications I have ever used,

Vorteile

The reliability to be able to depend on the service in real time.

Nachteile

I don’t have access to use the full capability. But from what I have used no cons.

Vorteile

Customization: Highly customizable to fit specific business needs.
Integration: Integrates with over 1,000 other platforms1.
Lead Management: Excellent lead management and scoring features1.
Reporting: Powerful and comprehensive reporting tools2.
User-Friendly: Easy to set up and use

Nachteile

Cost: More expensive than some competitors1.
Complexity: Can be complicated to set up and maintain.

Vorteile

We can easily manage all the service data thanks to this tool.

Nachteile

It does not support small sized services, which is not great for our operation.

Vorteile

Quick response from a representative and problem resolution.

Nachteile

Salesforce itself just has a lot to it and can be hard to navigate for new users

Vorteile

What I love most are the reports that we can create based on the information that we want to see

Nachteile

I think that could be very cool to create a feature for reminder that could pop up on our page when we log into Salesforce.

Vorteile

It’s great software to track sales due to its interfaces with other softwares and very customizable

Nachteile

It’s not easy to use and a first time user will have difficulties setting up an account. Also hard to manage clients

Vorteile

Anyone can pick it up and start using it right away. Numerous special functions help users grasp the situation and perform effectively. Learning about and using Salesforce is a requirement of using Service Cloud.

Nachteile

I wish I could send out a mass email to all of my accounts and track their activities in one place. In a broad sense, that would assist advisors save time. It would be convenient if a call could be recorded for more than two accounts at once.

Vorteile

the real time interactions with clients has been excellent. Team collaboration is required as well. This is crucial to our business processes.

Nachteile

no cons at this time, we enjoy using Service Cloud and it's crucial to our business.

Vorteile

With SAP ERP as the backend, Service Cloud serves as the customer service interface. Our Service Staff's ability to quickly and easily record and bill for Service Activity is the major function.

Nachteile

In order for Service cloud to function properly, too many technologies need to be incorporated. There are many features of Service Cloud that are unnecessary for our company.