15 ans à aider les entreprises françaises
à choisir le meilleur logiciel

Avis clients sur Salesforce Service Cloud

En savoir plus sur Salesforce Service Cloud

Service Cloud 360, la plateforme de service client parmi les meilleures au monde, permet aux entreprises de stimuler un engagement transparent pour l'ensemble du parcours client.

En savoir plus sur Salesforce Service Cloud

Avantages :

Salesforce is a powerful swiss army knife, with plenty of features and capabilities to cover a multitude of use cases.

Inconvénients :

Sometimes is a little bit confusing on the new front end.

Salesforce Service Cloud - Notes

Note moyenne

Facilité d'utilisation
4,1
Service client
4,2
Fonctionnalités
4,4
Rapport qualité-prix
4,1

Probabilité de recommander le produit

8,1/10

Salesforce Service Cloud a reçu une note globale de 4,4 étoiles sur 5 d'après 744 avis d'utilisateurs publiés sur Capterra.

Avez-vous déjà utilisé Salesforce Service Cloud ?

Partagez vos expériences avec d'autres acheteurs de logiciels.

Filtrer les avis (744)

Narendhar
Narendhar
Software Developer
Utilisateur LinkedIn vérifié
Banque, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Outstanding Customer Service Platform

5,0 il y a 3 ans
Sous-titres en français disponibles pour la vidéo
Rachid
Responsable commercial (Maroc)
Production alimentaire, Auto-entrepreneur
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Utilisateur sales force

4,0 il y a 4 mois

Avantages :

Système de planification et classification des données très performant

Inconvénients :

Rien pour le moment que je peux qualifier comme aspects moins apprécié

Gabriel
Business developer (France)
Gestion d'organisme à but non lucratif, 201–500 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Une référence en CRM

5,0 il y a 9 mois

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

Bastien
Developpeur (France)
Internet, 2–10 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

outil de ticketing

5,0 il y a 2 mois

Avantages :

permet d'intégrer le ticketing avec la version de salesfroces. Très pratique si le reste de la suite est déjà déployée (contrairement à l'utilisation croisée avec Service Now)

Inconvénients :

Temps de prise en main et de déploiement pour les équipes avec le reste de la suite

Jeannette
Jeannette
Gestionnaire (Togo)
Utilisateur LinkedIn vérifié
Vente au détail, 2–10 employés
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

Logiciel de centre d'appel

4,0 le mois dernier Nouveau

Avantages :

Le produit est doté d'une grande fonctionnalités qui m'aide pour la gestion de services clients, très professionnel et simple.

Inconvénients :

Bravo à l'équipe assistante de ce produit, je l'apprécie énormément et je ne reproche rien pour le moment.

Laurent
Laurent
Gestionnaire (Togo)
Utilisateur LinkedIn vérifié
Immobilier commercial, 2–10 employés
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

Logiciel de Centre d'appel

5,0 le mois dernier Nouveau

Avantages :

Simple et efficace pour la gestion clientèle grâce à ses fonctionnalités. Très cool et professionnel.

Inconvénients :

C'est un top produit de messagerie et de centre d'appel. Je n' ai pas encore eu d'inconvénients. Je le recommande

Akou Kafui
Akou Kafui
Gestionnaire (Togo)
Utilisateur LinkedIn vérifié
Immobilier commercial, 2–10 employés
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

Logiciel de Centre d’appel

5,0 le mois dernier Nouveau

Avantages :

Très pratique et très performant pour apporter son aide aux entreprises. Avec de tte bonne fonctionnalités. Je le recommande.

Inconvénients :

Super produit et simple à utiliser et très performant . Je n’ai pas d’inconvénient.

Marion
Responsable CRM (France)
Marketing et publicité, 51–200 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Un excellent logiciel SAV

5,0 il y a 9 mois

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Vente au détail, 11–50 employés
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

CRM complet

4,0 l’année dernière

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.

Lekmane
Digital Analyst (France)
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

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

5,0 il y a 9 mois

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.

Imran
Imran
Team Coordinator (Bangladesh)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Alternatives envisagées précédemment :

Streamline Your Customer Service with Salesforce Service Cloud

5,0 il y a 9 mois

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.

Kelly
Kelly
Design Engineering Manager (É.-U.)
Utilisateur LinkedIn vérifié
Logiciels, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Best-in-class CRM and support solution

4,0 le mois dernier Nouveau

Commentaires : It's a win-win for both your business and your customers. Customer service has been boosted as a result. The help and service provided to customers has improved. It makes work more adaptable and scalable.

Avantages :

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.

Inconvénients :

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.

Govindraj
Head of Support (Inde)
Hôtellerie, 11–50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Complex customer support software

2,0 il y a 3 ans

Commentaires : We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk.

Avantages :

Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.

Inconvénients :

It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.

Laura
Laura
Human Resources Generalist (É.-U.)
Utilisateur LinkedIn vérifié
Hôpitaux et soins de santé, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

It accelerates customer service and personalizes case management

4,0 il y a 2 mois

Commentaires : Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues, and other routing options. We're excited to shift our attention from solving cases to helping members with their immediate problems.

Avantages :

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.

Inconvénients :

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.

Jessica
Jessica
Game Programmer (É.-U.)
Utilisateur LinkedIn vérifié
Logiciels, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

The best cloud tool to manage customer inquiries

4,0 il y a 2 semaines Nouveau

Commentaires : It's useful for handling inquiries from leads and other accounts, as well as customer issues. Support channels in this cloud include e-mail, online, and live chat.

Avantages :

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.

Inconvénients :

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.

Jeffrey
executive director (É.-U.)
Gestion d'organisme à but non lucratif, 2–10 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Alternatives envisagées précédemment :

A bit of an investment, but well worth it if fully utilized.

5,0 il y a 4 mois

Commentaires : Once we decided to make the investment in Salesforce, we were 100% behind implementation for all of our CRM needs. There can be a learning curve but once learned, we can do everything we need to stay connected to our donors.

Avantages :

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

Inconvénients :

The upfront cost is more than other programs.

Alex
IT Development Architect (R.-U.)
Administration publique, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Councils use of service cloud

5,0 il y a 2 semaines Nouveau

Commentaires : Has been an excellent way to transform business processes and modernise our technology stack.

Avantages :

Versatility to use for different requirements. Preconfigured solutions for our purposes

Inconvénients :

Very difficult to move away. Cost is high.

Chiara
Reviewer (Italie)
Art/artisanat, Auto-entrepreneur
Temps d'utilisation du logiciel : Essai gratuit
Source de l'avis

It makes your work easier

5,0 il y a 4 semaines Nouveau

Commentaires : It made my work easier and that was positive for me and for my employers as well.
I felt more comfortable to use it when I have a client on the phone as it’s faster than other software programs. So I had a good experience in the overall.

Avantages :

As a customer assistant this program helped me in managing clients datas easily and quick. When you have a client on the phone you have to be quick in filling the forms with its datas to sell a power or gas contract and recorder a vocal agreement.

Inconvénients :

It’s too simple and it doesn’t have many tools. It suits only for certain jobs. In my opinion it could be improved.

Anne
VP of Finance and Sales (É.-U.)
Santé, bien-être et fitness, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Salesforce Service Review

5,0 il y a 3 semaines Nouveau

Avantages :

It's easy to track our prospects and patients and allows us to manage them more easily.

Inconvénients :

nothing that we've encountered so far has been negative.

Kristina
Marketing Cloud Administrator (Serbie)
Production audiovisuelle, 201–500 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Easy, time-saver and intuitive

5,0 il y a 4 semaines Nouveau

Avantages :

Great platform, easy to use for all users. It's interesting to work in Service Cloud because of lot of great features. I like the fact that we can integrate it with Marketing Cloud and target leads we captured in Service Cloud.

Inconvénients :

Nothing comes to my mind at the moment.

Anoosha
ISR ()
Logiciels, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis
Source : SoftwareAdvice

One of most popular help desk solutions is Desk.com

4,0 il y a 6 ans

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.

Patrick
Patrick
Vice President - Sales (É.-U.)
Utilisateur LinkedIn vérifié
Services financiers, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Salesforce makes it easy to maintain a large group of sales prospects and integrates with outlook

4,0 il y a 6 ans

Commentaires : I really like the ease of use with this CRM and the fact that it integrates with our other softwares. We operate as a sales unit, so it is essential that we are aware of what other members of the team are doing at all times, and where they stand on different leads, territories, etc. It eliminates the need for additional forms of communication, documents, spreadsheets, you name it. This is essential for any sales team out there, regardless of industry.

Avantages :

We are a sales and distribution company for a number of investment companies that run mutual funds, hedge funds etc. We have a GIANT list of prospects and trying to manage all of that in excel spreadsheets would be a nightmare when you consider that we operate as a team and not on an individual basis. It's easy enough to use and integrates well with outside software, such as outlook and excel. Great product for sales teams**.

Inconvénients :

I'm really not a fan of the lack of a genuine support system. If you have any issues, your only option is to email the support team and they have not been very helpful in my experience. Unless you pay for the top tier of salesforce, there's no phone number that you can call. I wish they had a decent tutorial and moreover, there are some no brainer adjustments that could really improve the CRM, such as mass email integration. Perhaps there is a way, but the fact that I have not been able to figure it out or get a decent answer from support speaks to their support system.

Barkha
Customer Service Representative (Inde)
Compagnies aériennes/Aéronautique, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Exceptional customer engagement tool

5,0 l’année dernière

Commentaires : It is a very unique cloud-based help desk tool which is different from many other traditional softwares. We have been working on this platform for more than 2 years now and we have been able to complete our assigned tasks on-time with the help of advanced features of this tool. You can validate customer details and generate business reports as well through this cloud-based software. Overall, it is a very nice application and I recommend it to every organisation.

Avantages :

This tool has multiple helpful features to connect with your clients remotely. It has got the best ticketing management system. The live chat features provided by Salesforce are super awesome and put your work at ease. The best thing about the live chat is you can see what the client is typing on their device so that you can be prepared for their question well in advance. Apart from that, you can also set automatic replies for faster resolution on the live chat. Customer Engagement becomes effortless with the help of technical features provided by this platform.

Inconvénients :

Sometimes, it becomes too slow and we face performance issues. I think they can make this software even more faster and responsive. Apart from that, the chat panel becomes slow when there are more than 3 active chats.

Nicholas
Analyst (É.-U.)
Services et technologies de l'information, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Salesforce Service Cloud

5,0 il y a 5 mois

Commentaires : It has improved our business in multiple ways.

Avantages :

It allows us as an organization to be more organized when it comes to tracking work orders, clients, and accounts. The system also allows us to see where certain people are lacking in keeping data real time.

Inconvénients :

The one item that could use improvement is reporting and some status fields for events. If we could get a little more creativity with the reporting it would be extremely helpful. In addition, being able to update a native status field for Events would be beneficial for our tracking.

Nana Kwame
Teaching Assistant (Ghana)
Gestion de l'enseignement, 201–500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Great for customer relation management

4,0 il y a 8 mois

Commentaires : We run a survey a few months after switching to Salesforce Service Cloud and our clients are more satisfied with our response rate

Avantages :

Before we switched to Salesforce Service Cloud, our clients used to complain all the time about slow response to issues but now there is no lag since we can manage and track the issues from start to finish

Inconvénients :

The software itself is great for large businesses but a bit too complicated to use

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Logiciels, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

optimizes customer services

3,0 il y a 7 mois

Avantages :

Can help businesses optimize customer service processes and improve customer satisfaction and offers real-time monitoring and analytics to track customer behavior and sentiment

Inconvénients :

Offers real-time monitoring and analytics to track customer behavior and sentiment and can be overwhelming to manage large volumes of customer data and interactions