Salesforce Service Cloud Erfahrungen

Streamline Your Customer Service with Salesforce Service Cloud

Kommentare: 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.

Vorteile:

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

Nachteile:

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

In Betracht gezogene Alternativen: Dynamics 365 und Zoho Desk

Zuvor genutzte Software: Freshdesk

Gründe für den Wechsel zu 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.

Easy to implement, good data management

Kommentare: Keeping track of and following up with my clients was made easier, and I was able to see an overall picture of my month's performance thanks to the data it provided. Because of it, I am able to come up with innovative ideas for our company. When you create a solution that can be used almost indefinitely, you need to be able to scale it. There is no end to what can be done here.

Vorteile:

Because I've been using it for six years, I've become accustomed to it. It's also easier to use when you have all the information you need about the lead, the firm, and your calling app all on the same page. The best aspect is that you'll have a lot of options when it comes to finding new customers for your business. You'll have no trouble seeing and pursuing the best prospects.

Nachteile:

Sometimes it's hard to tell which information is helpful and which is negative since there's so much of it out there. It's difficult to gain hands-on experience with different options.

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

Kommentare: 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.

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: HubSpot Marketing Hub, Amazon S3 und SAP Concur

Gründe für den Wechsel zu Salesforce Service Cloud: This software seemed more comprehensive, customizable and is the CRM standard.

Needs Daily Interaction

Kommentare: All users must be moderate to experts in order for this to be worth the price tag

Vorteile:

This program helps in keeping all the information needed for sales

Nachteile:

It needs to be updated on a daily basis

Salesforce Service Cloud

Kommentare: My overall experience with Salesforce Service Cloud has been positive, as it provided a powerful and comprehensive solution for managing customer service operations. While there were challenges in terms of complexity and cost, it significantly improved our ability to deliver personalized and efficient customer support.

Vorteile:

One aspect I liked most about Salesforce Service Cloud was its comprehensive and centralized view of customer data, enabling efficient case management and personalized customer interactions. The platform's robust automation and AI-powered features, such as chatbots and knowledge base, greatly enhanced our customer service operations.

Nachteile:

One drawback I experienced with Salesforce Service Cloud was the complexity of the platform, requiring extensive configuration and customization to fully meet our specific business needs. Additionally, the licensing costs associated with certain advanced features and user licenses could be a barrier for smaller organizations.

Complete customer relationship management on the cloud

Kommentare: 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.

Vorteile:

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.

Nachteile:

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 for luxury brands

Vorteile:

I liked the fact that you could use it with other software so you don't have to put the same data in to multiple software one by one that feature was really time effective

Nachteile:

Well sometimes I had to refresh to ensure the data that I had had in the other system shows up I think its kinda good tho because if the data is incorrect or you made a mistake you'd see it by how its reflecting in salesforce

a very good product for Customer Service from Salesforce

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.

Great

Vorteile:

The easy access and navigation , being able to use different tabs to navigate different accounts or info need it .

Nachteile:

Some of the tabs or functions need a bit of more work .

big corporate machine to manage leads

Kommentare: I don't want to use it anymore.

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.

Step Up Your Customer Service Game with Salesforce Service Cloud

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

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

Kommentare: 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.

Vorteile:

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**.

Nachteile:

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.

Exceptional customer engagement tool

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

SalesForce is the best web-based platform to do Sales, BD and Recruiting!

Kommentare: SalesForce is a great tool that will help small to big companies in driving revenue, and helping each company drive results and performance to each client in their business development, recruiting and lead generation efforts in just a short span of time.

Vorteile:

We've been using SalesForce for roughly 3 years now, and it helped us drive great ROIs due to its easy usage in terms of data entry, categorizing each client or candidate, and also the functionality it provides such as mass emails that we can add HTML codes to make it look personalized or targeted, and also the option that let us see if a client or candidate already opened the email we sent. Our Academy, BD, and Recruiting department drove great revenue because of this, and SalesForce did a great job in helping us drive sales, and place candidates to our clients in a short span of time.

Nachteile:

What I least like about SalesForce is its downtimes. The only drawback I experience from SalesForce is the time to time down time it causes, but that was just minimal and not often so no harm really made.

Good at first

Kommentare: We chose to move to a competitor after being a client for 7 years. Our reasons were based on poor communication and delivery in our region South Africa). The emphasis being on a really poor communication and implementation service experience over the period.

Vorteile:

At first it represented a really good customisable solution.

Nachteile:

Since its launch many more competitors have arrived. These competitors are offerring tailored solutions and proactive communication at far better prices. My feeling is Salesforce has fallen behind as a service and its pricing is no longer competitive. This is particularily noticable when you need to communicate with salesforce post implementation and you simply have a web interface rather than direct communication.

All about Salesforce

Vorteile:

Options to edit and analyze reports is an amazing featureUser friendlyCan be accessed from anywhere

Nachteile:

Customisation of view is difficult at times and limited options available

Outstanding Customer Service Platform

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

Vorteile:

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.

Nachteile:

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

VERY user friendly!! Awesome Program for Customer Management!

Kommentare: 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!!

Vorteile:

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.

Nachteile:

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

Kommentare: 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.

Vorteile:

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.

Nachteile:

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 is a great CRM

Vorteile:

I use Salesforce on a daily basis in my Business Development/Sales Ops role. Salesforce integrates with our softphone (RingCentral), which makes logging calls much easier. I have also set up different workflows in the system to make daily tasks more efficient. There are endless apps and integrations you can use with Salesforce.

Nachteile:

I don't have many negative things to say about Salesforce. I think it is pretty user friendly. There could be some better documentation on how to do specific things in the system. Also, Salesforce is only as good as the data you enter into it. This is not a flaw of Salesforce, but rather any data management system. I highly recommend making a constitution and training your team to abide by rules of entry and management.

Terrible for support

Kommentare: Extremely negative from a support perspective.

Vorteile:

They have good reporting tools for management. It’s easy to create views and charts.

Nachteile:

Sluggish, ugly interface, poor integration, difficult to customize.

Salesforce Service Cloud Review

Kommentare: Salesforce service cloud is a must have tool in our business of customer service & support. This software is key in providing a seamless process from beginning to end of a service order request.

Vorteile:

This software allows us to provide customer service tracking from initial call all the way to completion of services. I like that it is easy to navigate, user friendly, and a strong database for all of our service information.

Nachteile:

Integration with existing software was a challenge but Salesforce support was instrumental in helping us to merge our data and build a system tailored to our service needs.

salesforce review

Vorteile:

This software is extremely impactful when you are a small business and wanted to connect with new clients that come across your website and fill out the contact form or that just want more information. this software alerts you immediately which allows you to catch the new client at peak interest. it also lets you track what stage of communication you are in and is easy for marketing to send out these potential advertisements to the right people.

Nachteile:

there is a lot going on when you first get the hang of it but once you start investigating the software a little more its easy to get in the groove of things.

Best CRM option available

Kommentare: As a developer during my last three years I have worked in two different companies and they both were using salesforce and I have learnt a lot and its been great experience.

Vorteile:

As a developer I love how flexible the system is we can customize it to a great level according to our needs. Not so many of bugs in the system it's stable and very mature Our sales team is very happy to manage sales and get insights of data They are changing to new layout which is advance look and feel and looks great

Nachteile:

One can take a bit more time to learn salesforce because the system is too big and its not easy to keep track of things Its expensive but considering the features it provides a I think price is fine

Salesforce Service Cloud as Help Desk

Kommentare: Salesforce Service Cloud across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Salesforce Service Cloud. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Vorteile:

Salesforce Service Cloud clearly changes the way you address customer issues and provide resolutions. Listed are just some of the good things that make Salesforce Service Cloud a good choice: Offers users with a single platform which they could use to deliver immediate and reliable customer service. Allows companies to engage their customers and deal with their issues on a multitude of platforms (knowledgebase, service centers, social media, etc.) Mobile connectivity lets users access Salesforce Service cloud from almost anywhere at anytime of the day. Personalized service gives your customers a topnotch experience that is not offered by other customer service platforms and solutions. Predictive support helps the system resolve issues even before they happen. Agent collaboration allows customer service staff to collaborate and discuss problems and escalate matters to the experts to close cases faster. Service Cloud Communities redefine

Nachteile:

The Service Cloud, like other Salesforce.com solutions, can be relatively expensive compared to other Software-as-a-Service CRM products available on the market. Salesforce.com does not offer a Service Level Agreement unless the customer requests one, and SLAs often fall behind the guarantees of other CRM providers. If businesses are seeking a broader solution that covers other back office processes, such as accounting, Salesforce.com products like the Service Cloud lack such features.