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Avaliações do Salesforce Service Cloud

Sobre Salesforce Service Cloud

Service Cloud: Plataforma para atendimento ao cliente com suporte omnicanal, automação e chatbots. Melhora eficiência e oferece atendimento personalizado em todos os canais.

Saiba mais sobre o Salesforce Service Cloud

Vantagens:

Salesforce is a powerful swiss army knife, with plenty of features and capabilities to cover a multitude of use cases.

Desvantagens:

Sometimes is a little bit confusing on the new front end.

Notas do Salesforce Service Cloud

Pontuação média

Praticidade
4,1
Atendimento ao cliente
4,2
Recursos
4,4
Relação qualidade/preço
4,1

Probabilidade de recomendação

8,1/10

O Salesforce Service Cloud tem uma classificação geral de 4,4 em 5 estrelas com base em 761 avaliações de usuários no Capterra.

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Filtrar avaliações (761)

Narendhar
Narendhar
Software Developer
Usuário do LinkedIn Verificado
Bancos, 10.000+ funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Outstanding Customer Service Platform

5,0 há 4 anos
Legendas em português disponíveis no player de vídeo
Silvia
Supervisor, Brasil
Serviços ao consumidor, 201–500 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Avaliação SF

5,0 ano passado

Comentários: No mais a ferramenta é muito amigável, o trailhead tbm é uma ferramenta muito útil no apoio a usabilidade

Vantagens:

A ferramenta ajudou a elevar o patamar do atendimento, uma aplicação dinâmica, com compilação de dados importantes para oferecer um melhor atendimento

Desvantagens:

Apenas na configuração de estruturação de árvore de assuntos do atendimento que tem certa complexidade na união dos objetos.

Sônia
Sônia
Gerente de Negócios Agro, Brasil
Usuário do LinkedIn Verificado
Bancos, 1.001–5.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Salesforce

5,0 há 9 meses

Comentários: É uma ferramenta de trabalho excelente, completa, consegue atender todo tipo de empresas.

Vantagens:

Praticidade, facilidade no acesso, armazenamento.

Desvantagens:

Call center, agilidade na informação, rapidez

Grace
Coordenadora, Brasil
Serviços financeiros, 51–200 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Perfeito

5,0 há 2 anos

Comentários: retorno dos processos ágeis

Vantagens:

recursos diversos, aplicabilidade, agenda de atividades e tarefas, inclusão de documentos

Desvantagens:

não identifiquei pontos negativos pois atendeu minhas necessidades

Nikole Mayara
Analista, Brasil
Hospitais e Saúde, 2–10 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Agilidade nos processos

5,0 ano passado

Comentários: Ótimo produto. Agilidade para os processos operacionais e organização da rotina de trabalho.

Vantagens:

Produto fácil de manusear.Ótimo para organização para rotina de trabalho.

Desvantagens:

Poderia integrar com outros tipos de software dos computadores.

Fabio
Especialista Telecom, Brasil
Telecomunicações, 10.000+ funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Funcional

5,0 há 2 anos

Vantagens:

Excelente ferramenta para acompanhamento das solicitações dos clientes

Desvantagens:

A interface poderia ser melhor e mais amigável

José
Manager, Portugal
Serviços e tecnologia da informação, 51–200 funcionários
Usou o software para: 1 a 5 meses
Fonte da avaliação

Não é o CRM mais simples

4,0 ano passado

Vantagens:

É uma ferramenta com muitas potencialidades e recursos. Dá resposta às necessidades mesmo as mais complexas.

Desvantagens:

É demasiado complexo quando se pretende tratar de processos e workflows simples.A adaptação ao software é longa, não é intuitva e a interface não ajuda, demora a perceber a lógica da plataforma.

Renan
Coordenador de Marketing, Brasil
Varejistas, 201–500 funcionários
Usou o software para: 1 a 5 meses
Fonte da avaliação

Sales force

3,0 ano passado

Vantagens:

as inúmeras possobilidades de se comunicar com o cliente de forma estrategica

Desvantagens:

Não sei se é meu pouco tempo de uso, mas estou achando bem complicado de usar, pouco intuitivo, layout pouco usual

Elizabeth
Elizabeth
Senior Director Of Digital Marketing, EUA
Usuário do LinkedIn Verificado
Varejistas, 5.001–10.000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Excellent for data tracking and analysis

5,0 há 2 anos

Comentários: This platform allows me to visualize, analyze the progress that has been made during the day, week, month or year because it allows me to store and manage important data about my company, since it allows me to observe the sales, the service provided, the campaigns of marketing that have been launched, the flow of trade that has been obtained, the productivity of the company, etc. This allows me to access the platform on any device since this platform is cloud-based, it also has a mobile version.

Vantagens:

I like salesforce because it is a client management administration platform where I can have much more personalized attention according to the needs of clients. It helps me with the direct connection with my customers, manage business opportunities since I can automate to establish and negotiate marketing campaigns so that they are more effective with Pardot, this helps me with the unification of the sales department with the marketing department allowing me to attract, select candidates and minimize the sales cycle.

Desvantagens:

The initial setup is a bit complex and takes time.

Lillian
Lillian
Human Resources Generalist, EUA
Usuário do LinkedIn Verificado
Hospitais e Saúde, 10.000+ funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Complete customer relationship management on the cloud

4,0 ano passado

Comentários: It is useful for keeping tabs on sales activities and monitoring the pipeline. It's useful for calculating sales quotas and conducting thorough sales assessments based on hard numbers. Data reporting is also simple.

Vantagens:

All the tools you need—case management, live chat, and knowledge management—are neatly integrated and simple to use in one platform to handle client interactions and support enquiries. There is a wide variety of configuration choices that may be made to improve efficiency and productivity in the workplace. Also, having access to comprehensive information and dashboards is crucial for spotting patterns.

Desvantagens:

It's a complex program with a lot to learn before you can use it effectively. There are some ways in which Salesforce Service Cloud can be tailored to match their unique requirements, but this is not to the extent that they would like.

Rodrigo
Senior Customer Success Partner, Irlanda
Software, 1.001–5.000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Perfect CRM for a company

5,0 mês passado Novo

Comentários: my overall experience is very positive with Salesforce and for sure I am still a learner as they have lots of great tools still to be explored.

Vantagens:

What I love most are the reports that we can create based on the information that we want to see

Desvantagens:

I think that could be very cool to create a feature for reminder that could pop up on our page when we log into Salesforce.

Govindraj
Head of Support, Índia
Hotelaria, 11–50 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Complex customer support software

2,0 há 4 anos

Comentários: We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk.

Vantagens:

Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.

Desvantagens:

It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.

Mason
Sales, EUA
Serviços e tecnologia da informação, 10.000+ funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

User friendly

5,0 há 4 meses

Comentários: My personal experience has been overall positive.

Vantagens:

The reliability to be able to depend on the service in real time.

Desvantagens:

I don’t have access to use the full capability. But from what I have used no cons.

Kelly
Kelly
Design Engineering Manager, EUA
Usuário do LinkedIn Verificado
Software, 1.001–5.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Best-in-class CRM and support solution

4,0 há 8 meses

Comentários: It's a win-win for both your business and your customers. Customer service has been boosted as a result. The help and service provided to customers has improved. It makes work more adaptable and scalable.

Vantagens:

Anyone can pick it up and start using it right away. Numerous special functions help users grasp the situation and perform effectively. Learning about and using Salesforce is a requirement of using Service Cloud.

Desvantagens:

I wish I could send out a mass email to all of my accounts and track their activities in one place. In a broad sense, that would assist advisors save time. It would be convenient if a call could be recorded for more than two accounts at once.

Laura
Laura
Human Resources Generalist, EUA
Usuário do LinkedIn Verificado
Hospitais e Saúde, 1.001–5.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

It accelerates customer service and personalizes case management

4,0 há 9 meses

Comentários: Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues, and other routing options. We're excited to shift our attention from solving cases to helping members with their immediate problems.

Vantagens:

With SAP ERP as the backend, Service Cloud serves as the customer service interface. Our Service Staff's ability to quickly and easily record and bill for Service Activity is the major function.

Desvantagens:

In order for Service cloud to function properly, too many technologies need to be incorporated. There are many features of Service Cloud that are unnecessary for our company.

Jeffrey
executive director, EUA
Gestão de organizações sem fins lucrativos, 2–10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Alternativas consideradas anteriormente:

A bit of an investment, but well worth it if fully utilized.

5,0 há 11 meses

Comentários: Once we decided to make the investment in Salesforce, we were 100% behind implementation for all of our CRM needs. There can be a learning curve but once learned, we can do everything we need to stay connected to our donors.

Vantagens:

The best thing about Salesforce Service Cloud is that it is fully customizable. It is the only CRM software we need.

Desvantagens:

The upfront cost is more than other programs.

Alex
IT Development Architect, Reino Unido
Administração pública, 501–1.000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Councils use of service cloud

5,0 há 7 meses

Comentários: Has been an excellent way to transform business processes and modernise our technology stack.

Vantagens:

Versatility to use for different requirements. Preconfigured solutions for our purposes

Desvantagens:

Very difficult to move away. Cost is high.

Gamze
Gamze
Data Scientist, Turquia
Usuário do LinkedIn Verificado
Serviços financeiros, 10.000+ funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Great for Service Management

5,0 há 4 semanas Novo

Comentários: Overall, although costly, a great tool to maintain service management data sets.

Vantagens:

We can easily manage all the service data thanks to this tool.

Desvantagens:

It does not support small sized services, which is not great for our operation.

Letlet
Sales and Marketing, Filipinas
Varejistas, 11–50 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Step Up Your Customer Service Game with Salesforce Service Cloud

5,0 ano passado

Comentários: Prior to implementing Service Cloud, we were struggling with a variety of customer service and support issues. Our team was spending far too much time managing customer data across multiple systems and channels, and as a result, we were not providing the level of support and service that our customers deserved.However, since implementing Service Cloud, we have seen a significant improvement in our customer service and support capabilities. We have been able to provide a more personalized and effective customer experience. In terms of specific business problems that Service Cloud has helped us to solve, there are many. For example, we are now able to more efficiently manage customer cases, allowing our team to resolve issues more quickly and effectively.Overall, my experience with Salesforce Service Cloud has been nothing short of exceptional.

Vantagens:

Utilizing Salesforce Service Cloud has significantly improved my work as a sales and marketing professional. The fact that Service Cloud provides me with a comprehensive view of our customers is one of the best features. As a result, I am able to provide a more individualized and successful customer experience and gain a deeper comprehension of their preferences and requirements.I'm also very happy about the platform's support across multiple channels. I am able to provide a seamless customer experience regardless of how customers choose to interact with us because I am able to communicate with them through a variety of channels, including email, chat, phone, and social media. As a result, I have been able to strengthen my relationships with our clients and increase their brand loyalty.In general, Salesforce Service Cloud has revolutionized my career in marketing and sales.

Desvantagens:

There have been some obstacles in the way. The platform's complexity is one of Service Cloud's major drawbacks. For those who aren't familiar with the platform, setting up and customizing the system can be difficult. However, I have discovered that the time and resources invested are well worth it in the long run.The cost of Service Cloud could also be a problem. Particularly for smaller businesses or those with limited budgets, this is an investment that must be taken seriously. In general, although Service Cloud faces some difficulties, I believe that the platform's advantages far outweigh any drawbacks.

Avaliador Verificado
Usuário do LinkedIn Verificado
Software, 1.001–5.000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Powerful and critical user friendly software

5,0 há 2 anos

Comentários: Very positive experience using Salesforce Service Cloud. It completely takes care of our service center ticketing system requirements. Although expensive, we are glad we made this choice.

Vantagens:

Salesforce is extremely easy to use with rich features and functionality. There is a huge marketplace out there with third-party apps which will help you with your business needs with strong integration capabilities. It's an excellent case management tool for our support team and everyone loves it. We've never heard of outages or major problems, and the software works consistently all the time.

Desvantagens:

The cost appears to be on the higher side, they seem to be expensive even for minor requirements. Some configurations are complex and Bizapps take too long to implement changes. The Mobile version app is terrible and SF can do a lot better in this area.

Barkha
Customer Service Representative, Índia
Companhias aéreas/Aviação, 1.001–5.000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Exceptional customer engagement tool

5,0 há 2 anos

Comentários: It is a very unique cloud-based help desk tool which is different from many other traditional softwares. We have been working on this platform for more than 2 years now and we have been able to complete our assigned tasks on-time with the help of advanced features of this tool. You can validate customer details and generate business reports as well through this cloud-based software. Overall, it is a very nice application and I recommend it to every organisation.

Vantagens:

This tool has multiple helpful features to connect with your clients remotely. It has got the best ticketing management system. The live chat features provided by Salesforce are super awesome and put your work at ease. The best thing about the live chat is you can see what the client is typing on their device so that you can be prepared for their question well in advance. Apart from that, you can also set automatic replies for faster resolution on the live chat. Customer Engagement becomes effortless with the help of technical features provided by this platform.

Desvantagens:

Sometimes, it becomes too slow and we face performance issues. I think they can make this software even more faster and responsive. Apart from that, the chat panel becomes slow when there are more than 3 active chats.

Nicholas
Analyst, EUA
Serviços e tecnologia da informação, 501–1.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Salesforce Service Cloud

5,0 há 11 meses

Comentários: It has improved our business in multiple ways.

Vantagens:

It allows us as an organization to be more organized when it comes to tracking work orders, clients, and accounts. The system also allows us to see where certain people are lacking in keeping data real time.

Desvantagens:

The one item that could use improvement is reporting and some status fields for events. If we could get a little more creativity with the reporting it would be extremely helpful. In addition, being able to update a native status field for Events would be beneficial for our tracking.

Nana Kwame
Teaching Assistant, Gana
Gestão da educação, 201–500 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Great for customer relation management

4,0 ano passado

Comentários: We run a survey a few months after switching to Salesforce Service Cloud and our clients are more satisfied with our response rate

Vantagens:

Before we switched to Salesforce Service Cloud, our clients used to complain all the time about slow response to issues but now there is no lag since we can manage and track the issues from start to finish

Desvantagens:

The software itself is great for large businesses but a bit too complicated to use

Travis
Field Engineer, EUA
Maquinário, 201–500 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Alternativas consideradas anteriormente:

Good case management, but customizations are going to cost you

5,0 há 2 anos

Comentários: It's been reasonable. The service has tiered packages. This does not allow for certain items to be addressed without a higher tier of service.

Vantagens:

The case intake and knowledge base are the best parts of the service cloud.

Desvantagens:

Salesforce's slogan is "clicks, not code" but to get anything that fits a brand that already exists, involves code. You can click through configuration s but customizations come at a price.

Avaliador Verificado
Usuário do LinkedIn Verificado
Gestão de investimentos, 11–50 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Ideal CRM for efficient operations

5,0 há 6 anos

Comentários: Email integration, access to leads and customer information, sales functions, data on clients, ability to review sales data, generation of leads, customization, organization

Vantagens:

Perhaps my favorite aspect of Salesforce is the ability to use email within the software. This integration is key for interaction with both my servicemen and clients. I also really enjoy how many features Salesforce offers. The software is competitively priced and is packed with feautures that I'm still continuing to use. Salesforce is also great in that I use it as a cloud-based software. This helps eliminate the need for extra storage on my system. Overall, Salesforce has a nice layout as well.

Desvantagens:

Although Salesforce is an incredible piece of software and many features, it can seem as though there are too many features at times. Personally, it is difficult to continue to learn these new features and make sure I'm up-to-date with everything. I know there is definitely more functionality within Salesforce than what I'm currently using, but it can be quite daunting to try and learn the full abilities of the system. I wish that there was a some better training provided for using the software, as I've seen with some other software I've used.

Eman
Eman
Recruiting Coordinator, Filipinas
Usuário do LinkedIn Verificado
Terceirização/Deslocalização, 10.000+ funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

SalesForce is the best company database or CRM that lives on browsers!

5,0 há 6 anos

Comentários: If you are planning to create a database of candidates or any system or tool that you need to use in your office, try SalesForce and you will never go wrong!

Vantagens:

SalesForce is the best company tool that I have used so far, because you don't need to install it anymore. All you need to do is to put the url of SalesForce, and log in your credentials then presto you are now ready to work. With this, it helps you save time especially when you need to transfer computer stations or you are using your home laptop in working from home. SalesForce is also the best applicant tracking system so far that we have used in our company because it is easy to use, and no need for long trainings to teach you on how to use SalesForce platform because it is very self-explanatory and easy!

Desvantagens:

What I least like about SalesForce is their incompetent customer service or technical support. They can't resolve downtimes, system errors, and queries via email or phone call in a snap. It takes more than 24 hours to create a resolution for a complicated problem.