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Very helpful
What do you like best about the product?
I first started using Salesforce when working in a call center. It was a little difficult to maneuver at first, but with a lot of practice and usage, it was a very good tool to use in keeping up with our different clients and what products they liked and disliked.
What do you dislike about the product?
There really wasn't anything that I disliked about this software. As I stated before, it was a little difficult to get used to as someone who has never used the software before. But it got easier the more I used it.
What problems is the product solving and how is that benefiting you?
It helped us with keeping track of clients' orders and what they liked to order the most.
Recommendations to others considering the product:
Make sure that training is available to users and do continuous training.
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Dynamic platform for customer companies
What do you like best about the product?
Flexibility, reliability and agility.
Functionalities like knowledge articles coupled with Topics truely defines customer centric companies approach.
Functionalities like knowledge articles coupled with Topics truely defines customer centric companies approach.
What do you dislike about the product?
Give a staging environment for data migration to production directly like a change set
What problems is the product solving and how is that benefiting you?
Problem - No contact centre solution, No FAQs, Poor visibility
Benefits - Console app, Knowledge base repository and effecting realtime dashboards
Benefits - Console app, Knowledge base repository and effecting realtime dashboards
Flexible application for varied channels of customer support.
What do you like best about the product?
The native integration with other Salesforce applications makes data management very easy. The flexibility in setup and administration is also appreciated for high levels of customization. Broadly supports most customer support channels. Reporting is easy.
What do you dislike about the product?
It sometimes feels like some features were made in silo of the core product. There is a lot of terminology and areas of the product to get acquainted with, so there is a high learning curve involved. I am also disappointed that phone support is not supported in omni-channel, as well as CSAT functionality is not a feature. The user experience is good, but not quite as smooth as other applications.
What problems is the product solving and how is that benefiting you?
We have seen much better reporting and thus more insight into operations of customer support. The degree of data management is much higher in this product.
Recommendations to others considering the product:
Make sure you understand your core requirements. Previous experience with administering Salesforce is highly recommended for easy setup and management.
Very good option for one system
What do you like best about the product?
The tool work in "the cloud" and manage the costumer information from there.
What do you dislike about the product?
There are fields with validation errors or unnecessaries, and the cases creation and costumers register is tedious.
What problems is the product solving and how is that benefiting you?
The tracking of products for the costumers and its status for each case.
Salesforce review
What do you like best about the product?
It provides great collaboration and history for different cases to keep track of the communications. Also, there are many consoles/add-ons built in for seding email etc
What do you dislike about the product?
The UI is not that intuitive. And needs to be revamped. Also, the panels/tabs are more aligned. The UI seems to be slow and not in line with the latest trends.
What problems is the product solving and how is that benefiting you?
It helps in keeping track of the problem history.
Great CRM
What do you like best about the product?
Great CRM. Great way to keep in touch with potential leads,
What do you dislike about the product?
Wish there was better "plug-ins" for some applications
What problems is the product solving and how is that benefiting you?
Don't lose track of potentail opportunities. Easy to create reports for various metrics.
Complexly Flexible
What do you like best about the product?
That you can chat and email from the same interface. Our team is too small to split for chatting out of another system.
The Live Agent chat widget only shows when someone is available to chat.
I love the workflows. I feel like I can make anything happen from one movement, and for the most part I can. It does take a bit of time to figure out all the puzzle pieces that fit together to make them work sometimes, but I think it is worth it.
We've just launched, so many things are new and that makes me hopeful for a lot of growth!
I really like the idea of Omni-Channel. I don't fully understand it and there are some things in beta that hopefully will get some documentation soon.
The Live Agent chat widget only shows when someone is available to chat.
I love the workflows. I feel like I can make anything happen from one movement, and for the most part I can. It does take a bit of time to figure out all the puzzle pieces that fit together to make them work sometimes, but I think it is worth it.
We've just launched, so many things are new and that makes me hopeful for a lot of growth!
I really like the idea of Omni-Channel. I don't fully understand it and there are some things in beta that hopefully will get some documentation soon.
What do you dislike about the product?
Getting lost in the settings. There's just so many. When I add a user, I have to update 15 things.
Contacting support is rough. They have a lot of rules and don't always communicate well. The emails are hard to read through. You can't send screencasts/videos, but they want to do screenshares, which take a lot longer.
Omni-Channel routing needs some usability testing.
I dream of inline images on inbound emails! :)
Contacting support is rough. They have a lot of rules and don't always communicate well. The emails are hard to read through. You can't send screencasts/videos, but they want to do screenshares, which take a lot longer.
Omni-Channel routing needs some usability testing.
I dream of inline images on inbound emails! :)
What problems is the product solving and how is that benefiting you?
I think the routing is very helpful. We don't always have to pay attention to what is incoming, you can stay focused on your queue.
Case workflows also help keep needed cases in front of the team, but ones that don't currently need attention are to the side.
Centralized data with the sales team.
Great reporting. I like the dashboards too. Helpful to see what is going on.
Automated checkings and CSATs through workflows! Yes, I love the workflows.
Case workflows also help keep needed cases in front of the team, but ones that don't currently need attention are to the side.
Centralized data with the sales team.
Great reporting. I like the dashboards too. Helpful to see what is going on.
Automated checkings and CSATs through workflows! Yes, I love the workflows.
Recommendations to others considering the product:
I have been familiar with Salesforce for several years and needed that experience of working inside of it, otherwise I would have needed an admin/partner.
Service Cloud: A Review
What do you like best about the product?
I love the managing of support process that Salesforce allows and how you can pivot fast to test or implement new support processes. Also, support processes via the Service Cloud are highly flexible and can be as simple or complex as you need them to be.
What do you dislike about the product?
In order to get Service Cloud up and running, you will definitely need to have an implementation partner. All the moving parts can be a bit much to juggle for those first venturing into the Service Cloud. It is a time consuming and complicated process. After you get it up and running, fine tuning and getting things purring is another beast. However, will all that being said, it is worth the investment and is no different for any other robust cloud software.
What problems is the product solving and how is that benefiting you?
The business we are trying to solve/address is churn rates. The great thing about Service Cloud is that if you ask the right questions, you will get the answers you need. We have realized why and how our accounts churn and we have devised AB test to address them. Service Cloud has given us the flexibility to quickly form hypothesis about our business, test them, and address them accordingly.
Recommendations to others considering the product:
Understand and map our your business processes if you haven't done so already. Understanding your support process, as it currently is, will help in implementation. Furthermore, learn how to ask the right questions about your business and be able to test your customers constantly to help improve your service. Service Cloud excels at this and for it to be as good as you need it to be, you need to be constantly testing and reverifying assumptions and ideas you have about how you run and support your business.
Good but Clunky
What do you like best about the product?
I like that it has all of the information that you need in one place that includes all parts of the tracking process
What do you dislike about the product?
It takes a while for things to load and I feel like it could be better streamlined
What problems is the product solving and how is that benefiting you?
We are updating word orders for a company we sub contract for. It is great to have everything in one place to have anyone who logs in on the same page
Recommendations to others considering the product:
Make the site easier to use and load faster. Also make an app or something that is easy to use for quick reference and updates
Service Cloud review
What do you like best about the product?
Service console and milestones management
What do you dislike about the product?
Reporting is to Easy.. needs more flexibility
What problems is the product solving and how is that benefiting you?
Speed up case resolution
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