Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Salesforce Service Cloud solution
What do you like best about the product?
Service Setup Assistant and guidiness through setup with an optimized, pre-built Service Cloud solution make the impmenetation and a breeze.
Email integration features, like email to case.
Customer service Omni-channel is a great tool to automate everything
Email integration features, like email to case.
Customer service Omni-channel is a great tool to automate everything
What do you dislike about the product?
Email-to-case features lacks additional configuration.
What problems is the product solving and how is that benefiting you?
- Scattered emils.
- Diffrent channels.
- Manual work and assigment.
- Repetivite manual tasks.
- Diffrent channels.
- Manual work and assigment.
- Repetivite manual tasks.
My service Journey is a game changer for consulting
What do you like best about the product?
so here three key features that make my consulting life easier and help create strong customer engagement outcomes:
Service Assistance: This feature simplifies the core service setup by helping with queues, routing, omnichannel statuses, users, and native automation like email-to-case and web-to-case. It ensures that the foundation of the service system is solid, allowing businesses to provide fast, efficient support.
"My Service Journey" Beta Capability: This feature enables consultants and businesses to identify quick wins. It helps in quickly spotting areas for immediate improvements, speeding up success, and making solutions simpler and more effective for everyone involved.
Integration Capability: Salesforce’s ability to integrate with other tools is a game-changer. Whether through packages like Digital Engagement or AppExchange tools like Aircall, the seamless integration enhances communication and customer service, making it easier to manage multiple channels and improve overall customer experience.
Service Assistance: This feature simplifies the core service setup by helping with queues, routing, omnichannel statuses, users, and native automation like email-to-case and web-to-case. It ensures that the foundation of the service system is solid, allowing businesses to provide fast, efficient support.
"My Service Journey" Beta Capability: This feature enables consultants and businesses to identify quick wins. It helps in quickly spotting areas for immediate improvements, speeding up success, and making solutions simpler and more effective for everyone involved.
Integration Capability: Salesforce’s ability to integrate with other tools is a game-changer. Whether through packages like Digital Engagement or AppExchange tools like Aircall, the seamless integration enhances communication and customer service, making it easier to manage multiple channels and improve overall customer experience.
What do you dislike about the product?
The SMS capability in Salesforce, while powerful, can take a bit of time to set up, which sometimes makes clients lose interest compared to other SMS tools available on the AppExchange that offer faster setup. However, I always recommend customers to be patient because having the SMS functionality natively in Salesforce allows for robust automation through Flow. This enables businesses to fully leverage SMS for deeper engagement, offering a much more integrated and seamless experience in the long run.
What problems is the product solving and how is that benefiting you?
Enhanced Customer Engagement: By leveraging SMS and Flow, Salesforce service cloud allows for immediate, actionable communication. This enables businesses to send targeted messages that prompt customer engagement, keeping clients informed and involved throughout their service journey.
Proactive Follow-Up: With the ability to automate follow-up actions through email and SMS, I can ensure that customers receive timely reminders, updates, and responses to their inquiries. This proactive approach fosters a stronger connection with customers and enhances their overall experience.
Proactive Follow-Up: With the ability to automate follow-up actions through email and SMS, I can ensure that customers receive timely reminders, updates, and responses to their inquiries. This proactive approach fosters a stronger connection with customers and enhances their overall experience.
Service Cloud paved a path for ultimate customer satisfaction
What do you like best about the product?
Connects us with online communities, encouraging customers to help eachother to find solutions, learn from peers and share experiences while reducing the load on the Orgnaizzation's support tream. The biggest upside is ability to centralize data from different sources into one platform.
What do you dislike about the product?
Some unpractical assurances. More prices. Hidden expenses. Poor customer service at times.
What problems is the product solving and how is that benefiting you?
Gives a very practical overview of the customer profile. Increases sales, customer satisfaction.
This is a very handy on the cloud platform taking us on to cloud 9 :-)
This is a very handy on the cloud platform taking us on to cloud 9 :-)
Innovation in organizations
What do you like best about the product?
Salesforce has provided an incredible experience for both users and consultants and developers, both its functionality and the features it offers to perform our tasks day by day make it increasingly easy and innovative.
What do you dislike about the product?
So far, I have not had disadvantages compared to other CRMs or integrator systems.
What problems is the product solving and how is that benefiting you?
Customer service topics, sales, after-sales, and automation of many business processes
Spent my entire 5 year career with Service Cloud, and it's an incredibly useful cloud to have.
What do you like best about the product?
I love the case management, its easy to maintain, most processes are automated already by using a flip of a switch instead of coding.
What do you dislike about the product?
I can't think of any downsides at this time.
What problems is the product solving and how is that benefiting you?
A one source authority for customers and employees. With some additional work, centralized regularly used information that are customer-specific can be surfaced which saves a ton of time.
An efficient and scalable customer service solution
What do you like best about the product?
The company's use of the Service Cloud platform for customer service has been very positive. With an easy-to-use solution, users with little or no previous experience in CRM learned and became familiar with the system quickly, extracting and generating value. We realized that scalability is a strong point, starting the operation with a small team and managing to increase the number of users subsequently, without major difficulties.
The tool's rapid deployment also stands out as a strong point, allowing selected departments to migrate from an email-only service model to a case management solution. This change allowed the use of automated workflows (Flows), streamlining routine tasks (Approval Proccess and Case Routing) and increasing team efficiency.
The tool's rapid deployment also stands out as a strong point, allowing selected departments to migrate from an email-only service model to a case management solution. This change allowed the use of automated workflows (Flows), streamlining routine tasks (Approval Proccess and Case Routing) and increasing team efficiency.
What do you dislike about the product?
The large volume of options and functionalities could be seen as a point of concern and, in certain cases, an obstacle to the rapid adoption of the system. However, the available documentation and the help of Trailblazer allow us to easily overcome this challenge, maintaining an efficient learning curve.
What problems is the product solving and how is that benefiting you?
Before implementing Service Cloud, we served customers primarily via email. There were issues related to the lack of centralized service, the absence of a broad and clear view of the status of open requests and which ones should be prioritized, which hindered meeting deadlines and customer satisfaction.
In terms of team management, there were no easy ways to monitor team performance. Working solely via email hindered the analytical view of metrics such as average response time and made it difficult to identify bottlenecks or opportunities for improvement.
By implementing the tool in selected departments, we were able to migrate to the case management model, in which interactions with customers are centralized in Service Cloud and tracked transparently. We implemented automated tasks using flows, approval processes and case routing routines that help employees perform their work, reducing the time to resolution and allowing them to focus on what is a priority. In addition, we now have detailed reports on team performance, delivering valuable insights to continually improve service quality and ensure customer satisfaction.
In terms of team management, there were no easy ways to monitor team performance. Working solely via email hindered the analytical view of metrics such as average response time and made it difficult to identify bottlenecks or opportunities for improvement.
By implementing the tool in selected departments, we were able to migrate to the case management model, in which interactions with customers are centralized in Service Cloud and tracked transparently. We implemented automated tasks using flows, approval processes and case routing routines that help employees perform their work, reducing the time to resolution and allowing them to focus on what is a priority. In addition, we now have detailed reports on team performance, delivering valuable insights to continually improve service quality and ensure customer satisfaction.
Sales User
What do you like best about the product?
I use Service Cloud as a sales user to create customer support cases and monitor progress. Having this natively integrated keeps all customer information in one place and makes it easy to use and navigate.
What do you dislike about the product?
None so far. I haven't had any issues yet.
What problems is the product solving and how is that benefiting you?
It eliminates the risk of customer issues falling through the cracks.
Transforming Customer Service: A Comprehensive Review of Salesforce Service Cloud
What do you like best about the product?
Salesforce's Service Cloud is not just a customer service tool; it is a complete solution that has helped us elevate our service to a new level. The flexibility, automation, and analytical capabilities provided by the platform are unparalleled. I highly recommend it to any company looking to improve customer service efficiency and increase customer satisfaction.
What do you dislike about the product?
Learning Curve: Although the interface is intuitive, the depth and breadth of functionalities can result in a steep learning curve for new users. This may require a significant investment in training to ensure the team uses the platform effectively.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud benefits my work as a software engineer by providing an integrated and customizable platform that improves efficiency, collaboration, and service quality. With advanced automation, data analysis, security, and support features, I can focus on developing innovative and effective solutions while ensuring that operational processes are optimized and customers are satisfied.
Service Efficiency like we did not know was possible!
What do you like best about the product?
Service cloud has allowed us to streamline all aspects of our service business. Implementation and integration were made very easy with the help of an integration partner. We love that our website contact forms for service now integrate directly into cases in Salesforce. With this system being something we use every single day, we needed something robust enough to handle the current volume and also flexible enough to grow with our company. Any issues or tweaks we need are handled right away!
What do you dislike about the product?
There really isn't anything I can say that I dislike about Service Cloud! It is customizable, so all of the things that did not work out of the box have been updated to fit our specific needs.
What problems is the product solving and how is that benefiting you?
The biggest bennefit for us when we implemented Service Cloud was the ability to better sync communication between our sales and service teams. We now provide a better all around service to our customers because our sales team knows when cases are created and our service team knows when new product is sold!
Saves time for agents
What do you like best about the product?
Having all the most important screens and tools in one place with the sevice console helps make navigation easier
What do you dislike about the product?
While service cloud is great when agents become accustomed to it, it feels like it could have a bit of a learning curve that could maybe be simplified to make onboarding easier
What problems is the product solving and how is that benefiting you?
The ability to build surveys within salesforce is great with service cloud. Saves us from having to use less elegent, or 3rd party solutions to create/send surveys
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