Salesforce Service Cloud - Avis

Utilisateur sales force

Avantages :

Système de planification et classification des données très performant

Inconvénients :

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

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

outil de ticketing

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

Logiciel de centre d'appel

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.

Logiciel de Centre d'appel

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

Logiciel de Centre d’appel

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.

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.

It accelerates customer service and personalizes case management

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.

NOT a good SERVICE TICKETING SYSTEM

Commentaires : very clomzy and not effective.

Avantages :

its nice in its design. it can properly relate cases to client records

Inconvénients :

This software lacks the necessary tools to properly communicate with your customers. Customers can respond to closed tickets without getting notifications. team isn't notified when a new ticket comes in. overall lightening experience is a SLOW moving vehicle, wast's our teams time. the list goes on and on One answer to all of our issues is that we need a SALESFORCE DEVELOPER to customize the thing for us. so unless you have a small fortune to spend on Developers to customize it to your need go with a normal ticketing system that was designed ground up for this purpose. similar to the product that salesforce bought and then killed DESK.com

Excellent tool, when used correctly

Commentaires : When implemented appropriately for your size and business needs the tool is an excellent addition to your CRM/analytics toolbox. Recommend

Avantages :

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

Inconvénients :

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.

The best cloud tool to manage customer inquiries

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.

It's fantastic that it's adaptable and customizable

Commentaires : Use this in my store to run my firm, and it provides a lot of amazing options and friendly customer support as well as an excellent program. Although the pricing structure can be a bit of a challenge to stomach at times, the customization and integration options are practically limitless, so that alleviates my concerns.

Avantages :

The most appealing aspect of Salesforce Service Cloud to me is how simple it is to use. You don't need any support managing Your Salesforce environment after only a few minutes of training and a few tips. If You don't have the time or inclination to learn how to write difficult code, this tool will allow You to accomplish Your aim in a few of mouse clicks.

Inconvénients :

Sales and Service cloud might be expensive, but buying them both at once can save you some money. Unless a former colleague serves as a mentor, it is difficult to learn the ropes.

Service from Salesforce

Commentaires : We have never had issues with support since implementing the service cloud and have freed up time from our CS department.

Avantages :

Integration to our sales cloud, RingDNA Ease of use and easy tracking of tickets Both Sales and Service now have a better understanding of their customer and both need to ask each other all the time.

Inconvénients :

Felt the cost of both Sales and Service cloud does become pricey but you can get both a little cheaper together.

Alternatives envisagées : ServiceNow

Pourquoi passer à Salesforce Service Cloud : With us using Sales cloud didn't make sense using anything else.

User friendly

Commentaires : My personal experience has been overall positive.

Avantages :

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

Inconvénients :

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

Awesome Ticketing System

Commentaires : Users are really more productive than previous tool

Avantages :

With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.

Inconvénients :

Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.

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!

Councils use of service cloud

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.

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.

Salesforce Service Cloud - Ready to go out-of-the-box

Commentaires : We have a service desk that was tracking their work through email and spreadsheets and it wasn't working for us. Salesforce Service Cloud let us move all of that to the cloud with easy case logging and tracking. We were able to integrate with Outlook so that support request emails get logged automatically and assigned to support personnel based on assignment rules we configured. We are responding to work requests and closing cases 47% faster than before and nothing gets lost or overlooked because the dashboards clearly show the status of cases and requests.

Avantages :

Salesforce Service Cloud has so many features ready to use as soon as you get access. For basic service needs you could easily start using it day one and build out enhancements over time. Basic configuration is simple and quick and everything you need to track work requests and cases is pretty much there.

Inconvénients :

Salesforce releases updates three times a year and they are huge. Release notes are getting over 600 pages per release and, at least for my work, we've had to change some of our custom configuration and code so that our system would work after the release came out. It's nice that they are working on enhancements but you definitely have to plan in time to thoroughly regression test everything when a release hits your lower level sandboxes.

New Business Owner Tool!

Commentaires : I learned through this experience with Salesforce how to convert potential customers into regular customers. I always wondered how some small businesses stay afloat during economic times. They know how to connect with customers and they built a rapport with them overtime that they became a staple in the community. I used that knowledge and applied it to the platform and was blown away by the results.

Avantages :

I could run my employers business from anywhere. This is what sold me on the job in the first place, and this software is what made it possible. It's a one-stop shop of everything you need to know about your business. I can view potential customers, how to win over current customers, get insights into how I can approve the customer experience, and so much more. I really thought this software was going to be hard to figure out or stop me from getting the job, but this software made it possible for someone to land a job and keep it. So, I applaud Salesforce for creating an amazing product and service for businesses.

Inconvénients :

The only con I have about my experience with this software is the pricing, or at least what my boss have a problem with. My bosses infrastructure requires a lot of different products to make her business run more smoothly. I think it will help if there was a bundle deal for all the services she needs. I'm not exactly sure how she went about it, but I do know she wished she asked more questions as far as pricing and getting a better deal.

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.