Salesforce Service Cloud - Robust tool for customer support
What do you like best about the product?
Salesforce Service Cloud has been a game-changer for our customer support team. The ability to track cases, automate workflows, and integrate with other tools (like Slack and Outlook) has saved us so much time. The omnichannel features are awesome—we can handle emails, live chats, and even social media messages all in one place. As its integrated in our support our daily operations are run on this.
What do you dislike about the product?
The biggest downside is how complex it can be. Setting things up the way we wanted took forever, and we had to bring in a consultant to help (which wasn’t cheap).Its little complex than other tools like Zendesk and the pricing is also on higher side. We even struggled for the support unless you buy the premium support plan.
What problems is the product solving and how is that benefiting you?
Before Service Cloud, our support team was drowning in scattered emails, phone calls, and chat messages—no central system, missed follow-ups, and zero visibility into customer history. Now, everything lives in one place. Cases get automatically routed to the right agent, we have full context on past interactions, and we can even track customer sentiment. We achieved benefits like faster customer support and better team collaboration.
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