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

Salesforce Service Cloud - Avis

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

Simplicité 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 754 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 (754)

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, Travailleur autonome
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Utilisateur sales force

4,0 il y a 9 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 l’année dernière

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 7 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 : Version d’essai gratuite
Source de l'avis

Logiciel de centre d'appel

4,0 il y a 6 mois

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 : Version d’essai gratuite
Source de l'avis

Logiciel de Centre d'appel

5,0 il y a 6 mois

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 : Version d’essai gratuite
Source de l'avis

Logiciel de Centre d’appel

5,0 il y a 6 mois

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 l’année dernière

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 : Version d’essai gratuite
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 l’année dernière

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.

Elizabeth
Elizabeth
Senior Director Of Digital Marketing (É.-U.)
Utilisateur LinkedIn vérifié
Vente au détail, 5 001–10 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Excellent for data tracking and analysis

5,0 il y a 2 ans

Commentaires : This platform allows me to visualize, analyze the progress that has been made during the day, week, month or year because it allows me to store and manage important data about my company, since it allows me to observe the sales, the service provided, the campaigns of marketing that have been launched, the flow of trade that has been obtained, the productivity of the company, etc. This allows me to access the platform on any device since this platform is cloud-based, it also has a mobile version.

Avantages :

I like salesforce because it is a client management administration platform where I can have much more personalized attention according to the needs of clients. It helps me with the direct connection with my customers, manage business opportunities since I can automate to establish and negotiate marketing campaigns so that they are more effective with Pardot, this helps me with the unification of the sales department with the marketing department allowing me to attract, select candidates and minimize the sales cycle.

Inconvénients :

The initial setup is a bit complex and takes time.

Shayla
Shayla
Human Resources Specialist (É.-U.)
Utilisateur LinkedIn vérifié
Internet, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Easy to implement, good data management

4,0 il y a 2 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

David
Partnership manager (É.-U.)
Services financiers, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

SFDC Service H.I.

5,0 il y a 4 semaines Nouveau

Avantages :

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

Inconvénients :

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

Carl
Vice President (É.-U.)
Matériaux de construction, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Review Management

3,0 il y a 4 semaines Nouveau

Commentaires : Meh. Streamline operations is definitely necessary. Improve search fields also a must

Avantages :

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

Inconvénients :

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

Mason
Sales (É.-U.)
Services et technologies de l'information, 10 000+ employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

User friendly

5,0 il y a 2 mois

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.

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 il y a 6 mois

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.

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 7 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.

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 :

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

5,0 il y a 9 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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Logiciels, 5 001–10 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great for sales tracking not so good for customer management

4,0 il y a 4 semaines Nouveau

Avantages :

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

Inconvénients :

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

Giacomo
Communications Manager (É.-U.)
Eau/gaz/électricité, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Salesforce Service Cloud Has Been a Reliable and Effective Solution

5,0 il y a 2 semaines Nouveau

Avantages :

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

Inconvénients :

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

Letlet
Sales and Marketing (Philippines)
Vente au détail, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Step Up Your Customer Service Game with Salesforce Service Cloud

5,0 l’année dernière

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Logiciels, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Powerful and critical user friendly software

5,0 il y a 2 ans

Commentaires : Very positive experience using Salesforce Service Cloud. It completely takes care of our service center ticketing system requirements. Although expensive, we are glad we made this choice.

Avantages :

Salesforce is extremely easy to use with rich features and functionality. There is a huge marketplace out there with third-party apps which will help you with your business needs with strong integration capabilities. It's an excellent case management tool for our support team and everyone loves it. We've never heard of outages or major problems, and the software works consistently all the time.

Inconvénients :

The cost appears to be on the higher side, they seem to be expensive even for minor requirements. Some configurations are complex and Bizapps take too long to implement changes. The Mobile version app is terrible and SF can do a lot better in this area.

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 il y a 2 ans

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 9 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 l’année dernière

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 l’année dernière

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