Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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Great racking Tool
What do you like best about the product?
I love that we are able to keep track of all different interactions our employees have with our customers.
What do you dislike about the product?
Would love to have more options and an simpler way to use emails and actions
What problems is the product solving and how is that benefiting you?
We were able to switch from an web based paid service to be able to conclude our scheduling in house using less systems .
Recommendations to others considering the product:
Definitely worth a try. Be ready to learn a lot as it offers a variety of options but it can be complex
Great Solution
What do you like best about the product?
A complete overview on our customers, rom Lead to Case, we can log all customers activities and be proactive for their needs.
What do you dislike about the product?
it is sometimes difficult to adapt the tools to the tasks.
What problems is the product solving and how is that benefiting you?
It has a lot more features that would allow the sales team to follow their prospects/opportunities from start to finish very easily.
Recommendations to others considering the product:
it is a certain learning curve and process, but worth doing it.
Great tool
What do you like best about the product?
The best management of cases and email follow up
What do you dislike about the product?
Very slow certain times, but that deoends mostly on the browser
What problems is the product solving and how is that benefiting you?
Better management of emails
Great tool for building digital flows that enable users to self-serve
What do you like best about the product?
Great team, lots of opportunity for customization and integrates well with other platforms. The AirKit team really cares about seeing their clients succeed and have invested a considerable amount of time to up-skill our team on using their platform. The product is highly customizable and integrates well with our contact center and our CRM.
What do you dislike about the product?
When creating a screen I wish it were easier to make some fields required.
What problems is the product solving and how is that benefiting you?
We are saving our customers from having to speak with an agent, authenticate themselves, and provide answers to a long list of questions. By offerings customers a self service experience, we're able to save time for both our customers and our agents. We've achieved higher CSAT on tickets that were created through AirKit then on tickets handled by agents (90% vs. 76% respectively)
Salesforce Service Cloud - Kaylee Ewell
What do you like best about the product?
I've been using Salesforce since I first started at my company. Some of the things that I like the best about it is the information layout. It's easy to see, you don't have to scroll between different places on the account to piece everything together either. The search is also very great and has a wide range of things we can use to pull up the information we need. We can search account numbers, case numbers, names, phone numbers, emails, addresses and more. It was created to be a user friendly program that allows us to help our customers with no interference. One of the things that I also like is the case record area. It's easy to keep track of all cases for each department, you don't have to wonder what still needs to be worked on since everything is laid out nicely in front of you.
What do you dislike about the product?
The recent history tab could be improved. If you exit out of an account before saving a note or reviewing other information it can be hard to locate the account again. There is a history tab currently, but it only shows the recent five or so accounts or other activities.
What problems is the product solving and how is that benefiting you?
The main thing that I use Salesforce for is looking up information on a customers account to help them solve the problems that they are having. I have to look up information in many different places within Salesforce. I know exactly where I need to go since the information is always in the same place, I don't have to scroll through each account for minutes on end to find what I am looking for. They have done a great job in making my job to help customers much easier. We've also been able to utilize our chat program, Slack, into Salesforce as well so we can search information and pull up accounts there.
Recommendations to others considering the product:
Salesforce has been great from the time that I started working at this company. There is a lot of information that the program can hold and we have thousands of accounts and have experiences no issues loading anything or keeping things organized. We haven't changed from Salesforce to a different program, and we won't be changing anytime since we have been very happy with our Salesforce experience so far. They also have updates and new things come out regularly so you are never left behind in the world of business technology. Yes, I would definitely recommend using sales force for any company who has multiple customer account, does reporting and manages tasks and approvals. It's been a great product and we'll continue to use it.
Flexible solution for IVR tech
What do you like best about the product?
What attracted us to Airkit was the flexibility and customization. We did not want to contract out some work for an IVR solution that could become obsolete in a few years and would require us to pay to have the IVR updated. That's when Airkit came into the picture and pitched us the ability to essentially create the IVR solution on our own with the Airkit platform.
The co-building sessions have been incredible. Airkit doesn't just leave you to figure out how to use the platform. We had about 6 co-building sessions where our Airkit team would show me the ropes and help us deploy our first iteration of our first app.
The co-building sessions have been incredible. Airkit doesn't just leave you to figure out how to use the platform. We had about 6 co-building sessions where our Airkit team would show me the ropes and help us deploy our first iteration of our first app.
What do you dislike about the product?
I found several bugs with the builder studio but nothing that would hinder our work. Most were small annoyances but the Airkit team was already aware of these issues and are working on fixing them.
What problems is the product solving and how is that benefiting you?
We were looking to build an IVR solution to be placed in front of our phone systems that would help us scale better. We have a small call center team and having an IVR to help deflect some of those calls to a self-service portal would help alleviate the workload from our call center.
Recommendations to others considering the product:
The business team does a great job at show casing their product. I think the product speaks for itself but when combined with their business team. Airkit makes some strong presentations.
Leader of CRM
What do you like best about the product?
*After long research i found one of the best software in CRM solutions to help in Management with its inbuild features easily.
*Manage sales pipeline easily for start to closing.
*Easily attach documents.
*Cloud based solutions , so maintenance worries.
*It has best integration with desk.com and salesforce eco system.
*There is no worry for new users as it gives all demos to learn.
*it has good support which provides knowledge based , online and video tutorial and phone support.
*Manage sales pipeline easily for start to closing.
*Easily attach documents.
*Cloud based solutions , so maintenance worries.
*It has best integration with desk.com and salesforce eco system.
*There is no worry for new users as it gives all demos to learn.
*it has good support which provides knowledge based , online and video tutorial and phone support.
What do you dislike about the product?
*Customization capabilities is major draw back which does not allow to configure according to business needs.
What problems is the product solving and how is that benefiting you?
*Managing sales was never easy without crm software.
*It helps me to track my sales and handle sales without any worries.
*It helps me to track my sales and handle sales without any worries.
Recommendations to others considering the product:
*The best CRM solutions to have for your business with easy integration and lots of supports.
*It is leader of CRM so you dont have to move any other software after using salesforce.
*It is leader of CRM so you dont have to move any other software after using salesforce.
My Favorite eCRM Platform!
What do you like best about the product?
I like the robust interface and features. It is easy to drive through and functional logic to interact with. The functionalities adhere to the company structure and needs. We can bridge the communication through chatters. We can also classify the cases that come from client submissions appropriately. This helps us run better reporting for performance strategy goals. The syncing with third parties is highly functional. We have our phone system that logs the call flow. We can also transfer chat conversations into cases.
What do you dislike about the product?
Some limitations that could be improved are as following: The text seems to be crammed and the features functions can get lost within heavy text. So its mostly presentation wise. Also, regarding with the lightning version, users could save email progress through cases - so let's say the user is typing up an email but refreshes tab or window on the web browser, all progress gets lost; it would be cool to have a save progress on certain text features ie: case emails.
What problems is the product solving and how is that benefiting you?
I use it to work on support tickets related to website maintenance. We create add on assets, opportunities, support tickets for different queues, call logs, on boarding of accounts, directories, billing and payment cycle information. It seems to connect all different areas of our company, and route and triage different tasks to its appropriate department.
Recommendations to others considering the product:
I would maximize all of it's features and create a user interface for all company departments.
Functional, but slow for agent to customer contact
What do you like best about the product?
Salesforce is flexible and versatile. There are a lot of plugins available and it's easy to track productivity of agents.
What do you dislike about the product?
When using a larger database and customer base, Social media management is slow to process. This cost at least one extra customer contact per hour.
What problems is the product solving and how is that benefiting you?
Moved from 4 th different programs and platforms to one unified solution.
Recommendations to others considering the product:
If your customer base is over a million, it might be a tad slow.
Great for Interdepartmental Use
What do you like best about the product?
Allowed multiple departments to see information relating to a customer.
What do you dislike about the product?
There was nothing I disliked about the software.
What problems is the product solving and how is that benefiting you?
Salesforce allowed for our sales and support teams to interact regarding taking care of customer needs.
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