Vurderinger av Salesforce Service Cloud

Efficient call center

Fordeler:

We reduce costs and increase efficiency with Service Cloud with powerful automations.

Ulemper:

A bit expensive. There are cheaper options on the market, but still worth all its value.

Great Veterinary Management Software

Kommentarer: 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.

Fordeler:

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.

Ulemper:

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.

Complex customer support software

Kommentarer: 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.

Fordeler:

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

Ulemper:

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.

Timeless Timesaving

Kommentarer: Generally very positive. It's expansive and customisable so with some planning and time you can get it to do just about anything.

Fordeler:

To be able to create your own fields, tables, and custom code calculations is a wonderful boon. It means your wish list can actually be catered for, and better you can keep adding or taking away as your systems develop and refine over time.

Ulemper:

It can get quite complex to integrate multiple third-party systems, but when it's done, and there is support, you have a fully integrated system that provides ALL the information you need on a client account and project at your fingertips.

World Class CRM

Kommentarer: We have an amazing relationship with Salesforce directly as well as with the platform itself. We are looking to grow our usage of the different service offerings Salesforce provide.

Fordeler:

It's a world class platform which provides massive updates three times a year based on customers feedback. The platform is ever growing and it is our CRM of choice. It is so easy to admin and you will get your ROI!

Ulemper:

Some new products released have limited functionality and require a few release updates to catch up with relevant features but try to adopt as early as possible! It is worth it.

Adaptable

Fordeler:

Salesforce is an excellent tool for business. It can be adapted and adjusted to fit your needs. It is easy to use and simple to train the users on using the tool. You can have several different business tools available depending on your needs.

Ulemper:

Training for the administrators was cumbersome and time consuming.

great over all

Kommentarer: a great tool set, but you'll need a team of professionals to assist you put it up and keep the platform running. The vendor's primary goal is to sell you their products, and they rely on other suppliers and partners for support and integration.

Fordeler:

Scalability. Design and future integrations are agile. adjustable interface

Ulemper:

Very little vendor advice and assistance with the product. There is no supported customer collaboration for learning. Since account representatives change so frequently, we never get the opportunity to develop a true relationship with them.

Customer Knowledge All In One Place

Fordeler:

Provides customer details all in one location.

Ulemper:

A lot to take in at first but once you know where everything is located, it's a breeze.

Salesforce Service Cloud

Kommentarer: It's awesome! Highly recommended

Fordeler:

From the call center to the field service, and chatbot, the Salesforce service cloud is the best way to ensure that you can deliver world-class customer service during on-site interactions.

Ulemper:

Nothing as such apart from its cost, which is totally worth

May be more than you need

Kommentarer: We used Salesforce for a year. I don't think we really got the full value of the product because some things were confusing and difficult to set up.

Fordeler:

Salesforce has a lot of features to handle a wide variety of daily tasks.

Ulemper:

Salesforce is expensive and difficult to set up.

Salesforce can work for you as a tech support executive

Kommentarer: Really enjoy working with the service. It's easy to manage and integrations are great

Fordeler:

Integrates well into existing Salesforce CRM Very customizable Great reporting tools good email-to-case and web-to-case capabilities

Ulemper:

requires a salesforce administrator since nothing comes out of the box

Vurderte alternativer: JIRA Service Management og ServiceNow

Grunner til å velge Salesforce Service Cloud: searched for a better solution that also integrates well with existing info in Salesforce

Byttet fra: Zendesk Suite

Grunner til å bytte til Salesforce Service Cloud: already have info in Salesforce so it's a crucial aspect

One of most popular help desk solutions is Desk.com

Fordeler:

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.

Ulemper:

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!

Kommentarer: 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!

Fordeler:

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.

Ulemper:

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

Kommentarer: 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.

Fordeler:

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.

Ulemper:

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.

Ideal CRM for efficient operations

Kommentarer: Email integration, access to leads and customer information, sales functions, data on clients, ability to review sales data, generation of leads, customization, organization

Fordeler:

Perhaps my favorite aspect of Salesforce is the ability to use email within the software. This integration is key for interaction with both my servicemen and clients. I also really enjoy how many features Salesforce offers. The software is competitively priced and is packed with feautures that I'm still continuing to use. Salesforce is also great in that I use it as a cloud-based software. This helps eliminate the need for extra storage on my system. Overall, Salesforce has a nice layout as well.

Ulemper:

Although Salesforce is an incredible piece of software and many features, it can seem as though there are too many features at times. Personally, it is difficult to continue to learn these new features and make sure I'm up-to-date with everything. I know there is definitely more functionality within Salesforce than what I'm currently using, but it can be quite daunting to try and learn the full abilities of the system. I wish that there was a some better training provided for using the software, as I've seen with some other software I've used.

Outstanding Customer Service Platform

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

Fordeler:

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.

Ulemper:

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

A Great Software For Team Collaborations

Kommentarer: Overall, I think Salesforce is great! It’s an amazing multi-purpose tool!

Fordeler:

It’s super easy to use and understand. Yo i love the Chatter feature because you can reach out to and keep anyone in the loop with any issues or important matters. It’s always great that your Chatter messages are always available to look back on which is helpful for keeping track of everything. I also love that you can create tasks and reminders for yourself. It’s a great multi purpose tool.

Ulemper:

I honestly can’t think of anything I have had any issues with so far. If I had to pick something, and it could possibly have just been a glitch I’m not sure, is that originally your feed would only show you relevant posts for account you follow. Now it seems to show you everything even if you aren’t involved, chattered, or following an account.

Best CRM tool available right now

Kommentarer: The overall user experience depends greatly on how the system is set up from the beginning by architects and developers. For example, if there is a company merge, which Salesforce paradigm will the company use if both designs were efficient for the users?

Fordeler:

The Salesforce Sales Cloud product provides clear visibility to the status of sales revenue. I really enjoy the Chatter feature so I don't have to necessarily have to explain to another colleague where to find the account or opportunity. They also provide a Sandbox called Trailhead that allows anyone to learn how to best utilize the product for their business purposes.

Ulemper:

It is not a BI tool Software. When you look at the reporting features available, it does not have the ability to manipulate data like MicroStrategy, Tableau, Microsoft Power BI, and Qlik products.

Salesforce is a great CRM

Fordeler:

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.

Ulemper:

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.

The most sophisticated CRM out there

Fordeler:

Salesforce allows you to do just about anything, and is famed for offering a wealth of data capture, visualization and processing options. As a small organization we create dour Salesforce architecture quite early on, probably before we needed it! It gives us a lot of credibility as an organization and we can magic up reports in no time. Many other apps now provide Salesforce integration which makes it easier when managing many different processes.

Ulemper:

The one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone. We worked with external consultants to set up our whole architecture and are constantly making changes to it.

Best bet for Service

Kommentarer: Service cloud was my introduction to Salesforce, and has led to a very lucrative career. The out of the box functionality is enough to get started on service support, and the ability to customise to use SLAs, Milestones and manage both productivity and customer expectations is brilliant

Fordeler:

Service Cloud works in parallel with the Sales data in the salesforce platform, so you can see a full picture of your customer, and relate all complaints/request to a single point. Plus multiple points of contact allowing cases to be generated via phone, sms, website form, live chat or email.

Ulemper:

Field Service is limited unless you opt for the Field Service Lightning package, but there are plenty of features to run a helpdesk efficiently and well

Customized Salesforce user

Kommentarer: From a business perspective, I have used Salesforce mainly to create reports on clients and their spend (based on attributed dollars on a contract) and also update different contact pages.

Fordeler:

I think Salesforce allows for considerable customization for its users. At my company, I've used it for operational, commercial and research purposes, which is awesome.

Ulemper:

Salesforce is not intuitively easy to use, at least at my company. Some of the field names can be misleading; I think the reporting feature is also difficult if you don't have training or teaching. Also, I don't find the individual pages (contacts, contracts, memberships) pleasing to the eye. The content isn't laid out nicely in my opinion.

Well worth the money!

Kommentarer: I started using Salesforce when I first started my insurance business about 3 years ago. While shopping around for CRM's, I came upon it and selected the Manager version, which was the cheapest at the time. This is WAY lower than the other insurance CRM's on the market. So far it's working for my office and I would recommend it to anyone needing a CRM (just Salesforce Manager version)

Fordeler:

Accessibility: both on desktop and mobile app, very reliable User management: easy to add user Tech Support: very friendly and professional (too technical sometimes)

Ulemper:

Set up: features are hard to set up. I had to Tech Support a couple of times for help. Reliabilitly: This is just one example. My producer changed one field for one client and it changed that same field all the clients. Don't know why. Has yet to call tech support to fix it. Task management: monitoring tasks assigned to users requires running a report. If I assign recurring tasks to my user the report will return the recurring tasks in the future which isn't very useful. It'd be great if there's a quick popup where I can see the reminders/incomplete tasks of my user. Tech Support: respond time too long

Salesforce - the networking tool

Kommentarer: I have used salesforce in three different roles and companies for over a decade. I am a tried and true user and appreciate it's growth over the years.

Fordeler:

It is an easy and efficient way to keep track of contacts, opportunities, and organizations. I love that everything is housed in a top-down approach and it is easily accessible from anywhere. I can be on my mobile or on my computer and have access to all of my files.

Ulemper:

I do not have a complaint about the software. I believe some of the restrictions are limited to the organizations that have their own set up, but all in all the software is intuitive and easy to navigate.

Sync our Marketing activities to it. Also push data for Sales team on sales readiness.

Kommentarer: I can send sales ready leads to the sales team in a great way. We can also reroute leads who don't qualify. It has the best syncs with Marketo.

Fordeler:

Very robust, you can create many objects that sync to your Marketing automation platform. I've also heard of people using it to manage inventory. Very easy to view campaign members and activities they've done. Also the activities sync over to our marketing automation tool as well as object information like an opportunity.

Ulemper:

Same old UI. Importing leads can be troublesome with creating duplicates. Using an import tool is must.