Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Airkit has enabled us to reduce call volume for our team and provide enhance service to our callers.
What do you like best about the product?
By leveraging Airkit platform, we were able to shift a vital project away from our engineering team. We were able to complete the project that had been delayed for too long due to other priorities for our engineering team.
What do you dislike about the product?
Our biggest concern heading into the project was that we could not offer the Airkit experience to our landline callers. We have been pleasantly surprised to learn that landline callers only make up 15% of our call volume, mitigating our concerns significantly.
What problems is the product solving and how is that benefiting you?
First and foremost, we have reduced the volume of calls being handled by our team. Furthermore, the automated search capabilities now offered to our customers has improved the quality of the service experience. We connect customers more quickly to the information they need and reduce the time and number of call interactions that it takes to serve these customers.
Salesforce CRM Review
What do you like best about the product?
Salesforce is a comprehensive CRM tool, helping to solve and record customer issues. A unified platform that integrates well with other systems (i.e., Talkdesk) that aids customer support agents to resolve problems quickly and efficiently. Tools such as LiveChat allow real-time support. The knowledge base is a super helpful feature, allowing new starters to work autonomously and work more effectively.
What do you dislike about the product?
If you have more than a couple of tabs open within salesforce, the system can lag or crash - this happens to me pretty much daily, which is ultimately impacting work efficiency. Also, due to Salesforce's complexity, it requires training material to understand the features.
What problems is the product solving and how is that benefiting you?
It provides faster service, helps keep track of all the internal and external communications that we have with our clients and our team.
Recommendations to others considering the product:
Strongly recommend.
Nice tool to get something up and running quickly.
What do you like best about the product?
How easy it is to build connections to APIs and surface the data in the UI.
What do you dislike about the product?
Navigating the studio can be difficult but they have been releasing updates continuously to address those experience issues.
What problems is the product solving and how is that benefiting you?
Time to market, leveraging minimum engineering resources.
Wonderful experience!
What do you like best about the product?
Promptness and attention to detail. The team is well equipped to handle queries.
What do you dislike about the product?
They need to work on integration with 3rd party platform. It is not as straight forward.
What problems is the product solving and how is that benefiting you?
Enhance customer experience and their buying journey and inturn reduces the cost for the company.
Recommendations to others considering the product:
Aitkit is an excellent way to digitalize your customers' buying journey and experience. It cuts cost and eliminates human error in the process.
User friendly and good for reporting
What do you like best about the product?
Salesforce is very user friendly and therefore very easy to try support agents on. It is a great multitasker and allows for accurate reporting in a way that is user friendly znc easy to understand even for those who do not come from a tech background. It’s endless customisations and integrations make it a really helpful tool.
What do you dislike about the product?
Although the many features Salesforce offers are very helpful, this can be daunting if you are simply looking for a basic CRM, particularly in a smaller contact centre. There are occasionally glitches or downtime in the software which can be disappointing given the price point.
What problems is the product solving and how is that benefiting you?
Salesforce has allowed our teams to collaborate more efficiently as we are better able to keep our case records up to date and transfer cases between departments.
A Great Partner for Tackling Digital Strategies
What do you like best about the product?
The partnership is truly that, a partnership. We had a specific problem we were trying to solve due to having so much of our workforce in a work at home capacity due to COVID.
While we had 4 different companies lined up as potential partners; AirKit stood out from the rest. They took the time to understand the problem we were trying to solve for and immediately began to solution towards our ask, instead of trying to fit us into 'how they do things'. That, in addition to, the ease of use & agility of their low/no code environment, along with their 'train as you go' mantra, allowed our team members to begin learning how to build and be self-dependent on their platform from day one.
That initial implementation was so successful, we've already expanded our partnership with four additional digital strategies in the course of about 90 days.
We will continue to look for ways to leverage this strategic partnership, and look forward to our future mutual success.
While we had 4 different companies lined up as potential partners; AirKit stood out from the rest. They took the time to understand the problem we were trying to solve for and immediately began to solution towards our ask, instead of trying to fit us into 'how they do things'. That, in addition to, the ease of use & agility of their low/no code environment, along with their 'train as you go' mantra, allowed our team members to begin learning how to build and be self-dependent on their platform from day one.
That initial implementation was so successful, we've already expanded our partnership with four additional digital strategies in the course of about 90 days.
We will continue to look for ways to leverage this strategic partnership, and look forward to our future mutual success.
What do you dislike about the product?
Not a dislike, but perhaps an opportunity is with the transfer from the project and implementation team to Customer Success. This occurs late in the implementation phase, which means the responsible Customer Success person is not as intimate with the initial engagement and reason for the partnership. Incorporating Customer Success earlier upstream, even if only in an informed manner, may result in an overall clearer understanding of the client, their expectations, and the team dynamics as a whole.
What problems is the product solving and how is that benefiting you?
Secure payment capture, consent management, and digital communications via text / email
Simple and easy!
What do you like best about the product?
The ability to work across different teams. You can set up SFDC per team yet communicate within and transfer cases to another. It’s great
What do you dislike about the product?
SFDC classic is super outdated. Wish my team could use the lightning version
What problems is the product solving and how is that benefiting you?
Multi-team efficiency
Service cloud remains the best cloud for CRM
What do you like best about the product?
The professional edition of Service Cloud provides too many benefits for only $65 per month (per person added), because it has integration to telephony systems, with a platform to manage support cases, and an analysis management service for when you want to organize those cases.
What do you dislike about the product?
There are many plug-ins within the Exchange app platform (the Salesforce plug-in cloud) that don't offer a good fit with cloud sales, which has made it difficult for us to add different plug-ins.
What problems is the product solving and how is that benefiting you?
The best advantage given by Sales Cloud is that the work can be carried out completely with self-service methods. The platform is based on a classic SaaS (software as a service) model, but delivers varied modalities, as it implements tools to maintain a much more dynamic and direct communication than a conventional SaaS. Service cloud has its own model of chat system, called Chatter, which offers a very social experience when it comes to information exchanges in real time, which is innovative as a cloud of support for customer management platforms.
Recommendations to others considering the product:
We recommend the use of Service Cloud because it is very focused on the ability to interact with customers, and because with its use, more secure and more interactive data exchanges can take place. Service cloud is a powerful alternative to those corporate clouds that do not cover well the social needs of customers and do not serve to solve support problems immediately.
Sales force experience
What do you like best about the product?
I like that there is a lightening view,it makes it look pretty took look at and not boring.
What do you dislike about the product?
I don’t like that sometimes It doesn’t work well on IE.
What problems is the product solving and how is that benefiting you?
I use Salesforce to access patient medical information.It is very well formatted for me to navigate it with ease.
Scheduling Coordinator Lead
What do you like best about the product?
It is very user-friendly and has the capabilities needed for my job.
What do you dislike about the product?
Sometimes it allows duplicate accounts so things can get messed up.
What problems is the product solving and how is that benefiting you?
We have our application process through salesforce and it works pretty well.
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