Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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SALESFORCE, A MORE INTELLIGENT APPROACH
What do you like best about the product?
Salesforce Service Cloud benefits not only a company but the customers alike. I have worked in the BPO industry before, and I know how crucial self-service portals are. As a customer, this is a more straightforward approach to resolving problems. I'd instead fix an issue by myself rather than wait in queue for an agent to assist me.
What do you dislike about the product?
With the months that I have used Salesforce Service Cloud, I have not yet encountered any problems or struggles.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves companies' problems regarding the workforce and staffing. The situation in staffing has been a problem, especially for BPO companies. Having worked in a BPO company before, we have always stressed the importance of encouraging our customers and clients in using self-help portals such as Salesforce Service Cloud.
Recommendations to others considering the product:
Salesforce will make things easier for both companies and clients alike. Using Salesforce will resolve the problem of phone call queues and will speed up the process of solving problems.
Great and Flexible low-code tool
What do you like best about the product?
I would say it's the Airkit Team's professionalism and eagerness to achieve their customers' business needs.
What do you dislike about the product?
Honestly, I can't think of anything that I dislike from the tool and the team.
What problems is the product solving and how is that benefiting you?
Our client aims to improve their customers' experiences thru engaging them in various digital journeys. I realized that Airkit has all the capabilities to achieve that goal with minimal effort from the client. Handy tool!
Recommendations to others considering the product:
From a Project Management standpoint, working with Airkit using Agile Methodologies made it easier for us to achieve our business goals. I have nothing but high praises to their Projects and Dev teams who worked with us and shared their expertise even to those who aren't well trained with app development - like me!
Airkit Implementation Experience
What do you like best about the product?
Not only does the technology provide added value to our call center solution, the Airkit team is top-notch. They make the extra effort to move the implementation process along but also listen to suggestions and look for ways to enhance the experience and provide additional value.
What do you dislike about the product?
I think one area of improvement would be around automation of the metric data.
What problems is the product solving and how is that benefiting you?
The key value we derive from the Airkit solution is the call deflection to a self-service web based solution that helped us reduce our handled call volume by 20%. Additionally, the messaging capability that notifies a customer if their search criteria is met by subsequent data updates is a fantastic customer service feature.
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.
Integrating with Airkit was smooth and support from their team was timely and awesome!
What do you like best about the product?
Level of effort it took to create a custom journey and elevate the digital experience for our customers
What do you dislike about the product?
Nothing as of now. Has been working well for us as expected.
What problems is the product solving and how is that benefiting you?
Automating our manual activities
Recommendations to others considering the product:
Excellent tool if you want to reduce your sdlc and provide the functionality to end-users and automate business processes
Market leader in CRM
What do you like best about the product?
Salesforce helps us with all sorts of CRM.
What do you dislike about the product?
Cost of usage. We get very little time to experiment.
What problems is the product solving and how is that benefiting you?
It helps in marketing. We were able to automate few scenarios and reduce manual efforts using Salesforce as CRM
E2E Seamless Onboarding!
What do you like best about the product?
The professionalism of the sales and technical implementation teams. They allowed for a collab approach in identifying use cases to solve for our pain points. Even when bumps in the road are identified in the project plan the team was agile in delivery. As an example, Medify Air partnered with an Intelligent Virtual Agent company to deflect contacts into call center. Airkit was able to work in partnership to deliver a seamless engagement which has not only reduced costs but directly increased the CX.
What do you dislike about the product?
While it is a low code platform there is still a need for some technical development for API integrations. There is still some room for the platform to become more fluid by adding an in-app engagement chat function. I also believe the speed of delivery could be a lot faster when the engagement is being developed by the Airkit team.
What problems is the product solving and how is that benefiting you?
We are solving several use cases from WISMO to a digital subscription model. After we launched it was identified that we needed a way for our agents to accept a PCI credit card capture. We are no longer an analog company driving to a digital consumer.
Recommendations to others considering the product:
Know what problem you would like to solve and that Airkit is the primary or support tool for resolution. Once you are able to analyze the issue the Airkit will be supportive to drive your initiatives.
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.
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