Avis clients sur Salesforce Service Cloud

Une référence en CRM

Commentaires : Salesforce Service Cloud est une plateforme de service client exceptionnelle qui offre une expérience client optimale sur tous les canaux. Bien que le coût puisse être élevé pour les petites entreprises et que la mise en place puisse prendre du temps, les avantages tels que l'automatisation des tâches, la gestion des cas et la personnalisation des interactions en font un choix idéal pour les entreprises qui souhaitent offrir un service client exceptionnel.

Avantages :

Permet aux entreprises de fournir un service client exceptionnel sur tous les canauxÉconomise du temps et de l'argent grâce à l'automatisation des tâchesAméliore la résolution des problèmes grâce à une gestion de cas efficaceOffre une expérience client personnalisée pour fidéliser les clientsFacilite la collaboration entre les équipes de service client

Inconvénients :

Le coût peut être élevé pour les petites entreprisesLa mise en place peut prendre du temps et nécessiter une assistance techniqueL'interface utilisateur peut être complexe pour les nouveaux utilisateurs

Un excellent logiciel SAV

Avantages :

Salesforce Service Cloud ne regorge pas de fonctionnalités mais permet de gérer facilement les tickets de support client, les interactions sur les réseaux sociaux, les connaissances clients, les chatbots et les analyses de performances dans notre cas. Le point fort réside pour nous dans la personnalisation de l'outil

Inconvénients :

Dans un milieu / environnement restreint, Salesforce Service Cloud peut être plutôt onéreux. Nous envisageons d'ailleurs de changer de solution pour une moins chère. La courbe d'apprentissage est également longue et il faut le prévoir dans les ressources.

CRM complet

Avantages :

CRM vraiment complet et puissant. Les relances automatiques sont vraiment utiles pour les petites structures

Inconvénients :

Logiciel vraiment très cher pour des petites structures. Difficile de le rentabiliser.

Mon expérience avec Salesforce Service Cloud : un outil de service client exceptionnel

Commentaires : L'expérience globale d'utilisation de Salesforce est souvent très positive, offrant un ensemble complet de fonctionnalités pour une gestion efficace du service client.

Avantages :

J'ai apprécié la flexibilité, la personnalisation et la facilité d'utilisation de Salesforce, ainsi que son excellent support client et son évolutivité pour répondre à nos besoins.

Inconvénients :

J'ai noté que le coût est un peu élevé pour les petites entreprises comme la notre, tandis que j'ai signalé des problèmes de performance.

Streamline Your Customer Service with Salesforce Service Cloud

Commentaires : My overall experience with Salesforce Service Cloud has been excellent. It has helped me improve my customer service and streamline my workflow, with intuitive software, excellent reporting tools, and top-notch customer support.

Avantages :

The software is intuitive and customizable, with excellent reporting tools and seamless integration with other Salesforce products.

Inconvénients :

the least liked thing about Salesforce Service Cloud is the cost, which can be prohibitive for smaller businesses or those on a tight budget.

Alternatives envisagées : Dynamics 365 et Zoho Desk

Logiciel antérieur : Freshdesk

Pourquoi passer à Salesforce Service Cloud : I wanted customer service software that was both intuitive and customizable. Salesforce Service Cloud fit the bill perfectly. Its reporting tools and integration with other Salesforce products made it a no-brainer for me. While the cost can be a factor for some, the benefits and ROI made it well worth the investment. Additionally, the top-notch customer support has been invaluable in helping me navigate any issues or questions I may have had. Overall, I highly recommend Salesforce Service Cloud for businesses looking to streamline its customer service and improve efficiency.

Complete customer relationship management on the cloud

Commentaires : It is useful for keeping tabs on sales activities and monitoring the pipeline. It's useful for calculating sales quotas and conducting thorough sales assessments based on hard numbers. Data reporting is also simple.

Avantages :

All the tools you need—case management, live chat, and knowledge management—are neatly integrated and simple to use in one platform to handle client interactions and support enquiries. There is a wide variety of configuration choices that may be made to improve efficiency and productivity in the workplace. Also, having access to comprehensive information and dashboards is crucial for spotting patterns.

Inconvénients :

It's a complex program with a lot to learn before you can use it effectively. There are some ways in which Salesforce Service Cloud can be tailored to match their unique requirements, but this is not to the extent that they would like.

Great Software Horrible Sales Rep & Management

Commentaires : Horrible

Avantages :

I love the features and the automations. The software is great and would do wonders for us.

Inconvénients :

Our sales rep doesn't know what to do after we signed the contract. It's been 10 days, and they still haven't been able to activate our trial to a paid membership, nor can they put it on the correct plan.

Our Hands-On Experience with Salesforce Service Cloud: A Review

Commentaires : It was clear from the beginning that Salesforce designed Service Cloud with the user in mind because of its user-friendly and highly intuitive interface.Service Cloud's ability to manage customer cases quickly and effectively through a unified agent experience is one of my favorite features. I have all the tools I need to provide exceptional customer service and ensure that our clients are pleased with the level of support they receive, whether I'm working from a desktop computer or a mobile device.I also like the advanced features of the platform, like its multi-channel customer service capabilities, which let us connect with customers through email, social media, and phone. We have been able to build stronger, more long-lasting relationships with our customers thanks to this, which has enabled us to meet their needs and expectations.In general, I would highly recommend Salesforce Service Cloud to any business that wants to improve customer service.

Avantages :

The platform has fundamentally altered the way we manage interactions with customers. The ease with which it is easy to use and understand Salesforce Service Cloud is the feature that I enjoy the most.I recently dealt with a client who required assistance with a complicated problem that necessitated the input of several team members. I was able to quickly create a new case using the case management features of Service Cloud, assign it to the appropriate team members, and work with them to resolve the issue. We were able to ensure that the customer was kept informed throughout the process thanks to the dashboard and reporting features of the platform, which made it simple to follow the case's progress.In addition, I adore the ease with which we can seamlessly integrate our customer service operations with Sales Cloud and Marketing Cloud, two Salesforce products. We have been able to provide a more comprehensive approach to customer engagement and strengthen our relationships with our clients as a result of this.Overall, I consider Salesforce Service Cloud to be an extremely useful tool that has significantly improved our capacity to provide exceptional customer service. It has made my occupation simpler, more productive, and more successful, and I'm appreciative for the positive effect it has had in our group and our clients.

Inconvénients :

if I had to pick just one thing I don't like, it would probably be the learning curve associated with using some of the more advanced features.For instance, when we first started using Service Cloud, it was a little hard for me to tailor the platform to our particular business requirements. I had to learn how to set up workflows, create reports, and create custom fields over time. However, once I got the hang of it, I was able to make full use of the platform's features, which has revolutionized our customer service operations.I've also encountered sporadic technical issues that have a negative impact on the platform's performance. However, I must say that these incidents have been extremely uncommon, and the Salesforce support team has always responded promptly to assist in resolving any issues.Although using Salesforce Service Cloud does have some minor drawbacks, I believe that the advantages far outweigh them.

Step Up Your Customer Service Game with Salesforce Service Cloud

Commentaires : Prior to implementing Service Cloud, we were struggling with a variety of customer service and support issues. Our team was spending far too much time managing customer data across multiple systems and channels, and as a result, we were not providing the level of support and service that our customers deserved.However, since implementing Service Cloud, we have seen a significant improvement in our customer service and support capabilities. We have been able to provide a more personalized and effective customer experience. In terms of specific business problems that Service Cloud has helped us to solve, there are many. For example, we are now able to more efficiently manage customer cases, allowing our team to resolve issues more quickly and effectively.Overall, my experience with Salesforce Service Cloud has been nothing short of exceptional.

Avantages :

Utilizing Salesforce Service Cloud has significantly improved my work as a sales and marketing professional. The fact that Service Cloud provides me with a comprehensive view of our customers is one of the best features. As a result, I am able to provide a more individualized and successful customer experience and gain a deeper comprehension of their preferences and requirements.I'm also very happy about the platform's support across multiple channels. I am able to provide a seamless customer experience regardless of how customers choose to interact with us because I am able to communicate with them through a variety of channels, including email, chat, phone, and social media. As a result, I have been able to strengthen my relationships with our clients and increase their brand loyalty.In general, Salesforce Service Cloud has revolutionized my career in marketing and sales.

Inconvénients :

There have been some obstacles in the way. The platform's complexity is one of Service Cloud's major drawbacks. For those who aren't familiar with the platform, setting up and customizing the system can be difficult. However, I have discovered that the time and resources invested are well worth it in the long run.The cost of Service Cloud could also be a problem. Particularly for smaller businesses or those with limited budgets, this is an investment that must be taken seriously. In general, although Service Cloud faces some difficulties, I believe that the platform's advantages far outweigh any drawbacks.

Perfect platform for multiple services!

Commentaires : So far, very happy with this software. It has been very useful in customer relationship management.

Avantages :

The best part of this platform is that it can be used for multiple services, whether it is critical case management, customer service or field service. Its smooth interface has helped us in resolving multiple cases and building a strong relationship with our customers.

Inconvénients :

It is very expensive and its integration with other software can be a bit complex at times.

"Why Salesforce Service Cloud is the Backbone of Successful Customer Support Strategies"

Commentaires : In general The service cloud experience empowers both administrators/developers and end-users, enhancing internal efficiencies to an unprecedented level.

Avantages :

The platform's versatility is exceptional. Regardless of how intricate the implementation may be, it can be achieved with some expertise. It is user-friendly for end-users, and the lightning experience provides a polished and appealing appearance.

Inconvénients :

Executing customizations can be very challenging and requires extensive knowledge.

a beast of features for CS teams

Avantages :

- It's so easy to keep track of all my customer interactions in one place-The automation features save me so much time and help me stay on top of everything-The knowledge base is a lifesaver - I can quickly find answers to common questions without having to look them up every time-The reporting and analytics give me valuable insights into our customer service performance-The integrations with other Salesforce products are really helpful for a seamless workflow

Inconvénients :

-The setup process can be a bit overwhelming at first, especially if you're not used to using Salesforce products-The pricing can be a bit steep very quickly , especially for smaller businesses (as you pay per seat and per edition) -The interface can take some getting used to, but once you do, it's really intuitive

Salesforce is the top for my company sales strategy. I love it!

Commentaires : The overall experience is excellent.

Avantages :

I love the capacity to have all the documents and data in there. Is a all in one tool that you must have in your organization.

Inconvénients :

I think is a bit expensive and difficult to use at first.

Salesforce Service Cloud Review

Avantages :

Easy to use and customizable for the specific needs of our company and it's good for uploading documents.

Inconvénients :

Sometimes when you are filtering and errors comes up.

Salesforce can work for you as a tech support executive

Commentaires : Really enjoy working with the service. It's easy to manage and integrations are great

Avantages :

Integrates well into existing Salesforce CRM Very customizable Great reporting tools good email-to-case and web-to-case capabilities

Inconvénients :

requires a salesforce administrator since nothing comes out of the box

Alternatives envisagées : JIRA Service Management et ServiceNow

Pourquoi choisir Salesforce Service Cloud : searched for a better solution that also integrates well with existing info in Salesforce

Logiciel antérieur : Zendesk Suite

Pourquoi passer à Salesforce Service Cloud : already have info in Salesforce so it's a crucial aspect

Sales Business brand

Avantages :

You can manage all your needs according to your company and needs. and mainly it is that all the information is unified together in the same place

Inconvénients :

Like all other systems, this is a platform that requires training to really know how to use it and get the most out of it.

Alternatives envisagées : Zoho CRM et HubSpot CRM

Pourquoi choisir Salesforce Service Cloud : This system is more complete and many more details

Logiciel antérieur : Zoho CRM

Pourquoi passer à Salesforce Service Cloud : This system is more complete and many more details

Everything I need on one page

Commentaires : I love that I can manage our sales team's goals vs. actuals all in one place. I can see exactly where each prospect/opportunity is in the sales process, who the contact is and information about the company all on one screen. With the links that let me get more information about each of those areas, it's a seamless process.

Avantages :

I love that, compared to Salesforce Classic, I can see all of the information about the Prospect or Client that I need all on one page. I don't have to go from one page to another

Inconvénients :

It's not like any of the other CRMs that our sales team has used so there was a bit of a training curve for some of them.

Alternatives envisagées : Lead Gen & CRM

Pourquoi passer à Salesforce Service Cloud : Salesforce is much more sophisticated, yet easier to use. It has a lot more features and allows the sales team to follow their prospects/opportunities from start to finish very easily.

Awesome CRM Systems

Commentaires : Amazing experience with Knowledge Maangement, CRM and building ticketing system for customers

Avantages :

I’ve been integrating this CRM as a package for our end clients and it’s been so ease of use and service through CRM and online ticketing system through phone, chat and email. Highly Recommended!

Inconvénients :

One of the desirable products of Salesforce nothing to be disliked about!

One of most popular help desk solutions is Desk.com

Avantages :

If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money. Email to Ticket Conversion Knowledge Base Self Service Portal Multiple Service Level Agreement policies Automations – Ticket routing, scenario automations Multi-channel support, including Facebook & Twitter Community Portal with Idea Management & Voting Multi-product/multi-brand Support Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM Multi-language & multi-time zone support Satisfaction Surveys Leaderboard & gamification Support Channels Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support. Canned Responses Both Freshdesk and Desk.com provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution. Third-Party Integrations Both Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps. Devices Supported Both Freshdesk and Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry. Customizations Available Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only.

Inconvénients :

Desk.com’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.

Salesforce is one of the best CRM out there!

Commentaires : Salesforce is the best platform out there to help you resolve your business problems! It is the best CRM that you can access anywhere; anytime!

Avantages :

Salesforce helped us resolve one of the major problems in our firm. At first, we were using Excel as our Candidate and Client database, and most of the time we get troubles because of this. There are times that we reach out a candidate who then turns out to be our client. There are times as well that we reach out to a candidate more than 5 times a day, and because of that we get a lot of "do-not-contact" requests. With Salesforce, it helped us to create tailor-fit solution to our business problem. We were able to import all of our candidates and clients to Salesforce by just uploading our excel databases in the system. We were able to put do not contact provisioning to our clients, to candidates that are currently in process, and also those candidates who indicated that they are not actively looking. Now, we were able to make a great relationship with our candidates and clients through Salesforce.

Inconvénients :

What I least like about Salesforce is their customer support. Sometimes they are not that very good in resolving tech problems. Well, we seldom get problems so we barely need their help, but I hope Salesforce trains them well.

Great Veterinary Management Software

Commentaires : This system, being cloud based, allows me the flexibility to change schedules and appointments, as well as examine patient charts while being away from the office. I love this about the Salesforce Service Cloud.

Avantages :

This software is very easy to set up and utilize. It is more intuitive and simpler to use than most of the other management software systems I have been exposed to in my 3 decades of professional work. It is also cloud based so it makes it easy to check my schedule or re-evaluate patient's charts even when I am away from the office.

Inconvénients :

My least favorite part is the financial management aspect of the program. While it is not horrible, it has a few issues that can be hard to figure out. However, once you figure out the little issues, they are very easy to deal with in the future.

Outstanding Customer Service Platform

Commentaires : Excellent tool ,easy to configure and setup with minimal code.

Avantages :

Salesforce Service cloud comes with all the required out of the box functionality required for customer support, which includes below mentioned features which are required for setting up customer service . 1) Receiving the cases through multiple channels like Web and emails. 2) Auto assigning the cases to respective group based on the type of issue. 3)SLA definitions and escalation rules, 4)Assigning the knowledge articles to cases. 5)Self service portals. 6)Chatbots and Einstein analytics. 7)Configuring knowledge base. 8)reports and dashboards. 9)Easy API integrations. 10)Rich UI.

Inconvénients :

Some of the limitations associated with API limits ,Storage limitations. Cost associated with licensing .

VERY user friendly!! Awesome Program for Customer Management!

Commentaires : It's an EXCELLENT software to manage your customer data base. Take the time to figure it out, take it for a trial, ask questions. Im sort of a nerd, but it gave me the tingles when I first learned how to use it ... theres a way for you to organize your entire business & track the status of the job from contact to completion. It will benefit soooooo many people if you're growing your business or looking to become more organized. I LOVE IT!!

Avantages :

I fell in LOVE with SalesForce when I began using it in 2013. I worked for a home remodeling company and we used it to track our prospected customers. Had a small hand in getting it set-up, was a lot easier to use after you understand how it works. Very organized, detailed information, quick & to the point.

Inconvénients :

The set-up process. Having to manually enter customer info in the very beginning. I do remember one our tech guys finishing the set up though ... great guys! Also recently had issues connecting with apps, have a screen shot below that I emailed to the tech guys. The app was Adobe I believe, and one other. Probably just a user error! : )

Does what we need it to

Commentaires : Overall this feature is great and allows us to easily report on and keep track of cases rather than using a typical help desk email feature. Having everything in Salesforce is extremely beneficial.

Avantages :

Overall, I like that with Salesforce Service Cloud we can easily set up queues and routing especially if someone is out of the office for a few days it is easy to manage who should own the case in their absense.

Inconvénients :

There are some limitations when it comes to setting alerts or escalations especially with business hours requirements- you can use business hours in escalations/milestone but its very minimal and you cannot choose additional criteria to filter on. It's also necessary if you use service cloud frequently to purchase add ons like Email to Case Premium to make service cloud more user friendly and customizable

Salesforce Review

Commentaires : Massively helped our sales team with accurate forecasting and reporting. The quoting engine is amazing, and you can easily build api's to connect salesforce to your other systems.

Avantages :

-Very easily customizable even for people who don't know to code. However if you are able to code using apex (Salesforce's OOP), then you can virtually do anything. -The whole user interface was revamped by the new lightining version, very easy to use and excellent reporting and dashboard. -The 3 releases in the year have massive improvements each time -Massive online community, any question or issues you have would have already been posted and solved on the internet. Just do a simple google search.

Inconvénients :

- Not easy to transition end users who are already on classic version to lightning