Avaliações do Salesforce Service Cloud

Avaliação SF

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.

Salesforce

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

Perfeito

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

Agilidade nos processos

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.

Funcional

Vantagens:

Excelente ferramenta para acompanhamento das solicitações dos clientes

Desvantagens:

A interface poderia ser melhor e mais amigável

Não é o CRM mais simples

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.

Sales force

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

Streamline Your Customer Service with Salesforce Service Cloud

Comentários: My overall experience with Salesforce Service Cloud has been excellent. It has helped me improve my customer service and streamline my workflow, with intuitive software, excellent reporting tools, and top-notch customer support.

Vantagens:

The software is intuitive and customizable, with excellent reporting tools and seamless integration with other Salesforce products.

Desvantagens:

the least liked thing about Salesforce Service Cloud is the cost, which can be prohibitive for smaller businesses or those on a tight budget.

Best-in-class CRM and support solution

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.

Complex customer support software

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.

It accelerates customer service and personalizes case management

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.

The best cloud tool to manage customer inquiries

Comentários: It's useful for handling inquiries from leads and other accounts, as well as customer issues. Support channels in this cloud include e-mail, online, and live chat.

Vantagens:

We are able to better handle customer service issues, cases, and information thanks to this tool.Using Salesforce, we can provide help via email to case, web to case, and live chat.

Desvantagens:

I can't say that I disliked anything about it. But there are two things I'd like to add. Please strive to improve "Reporting" and provide more channels for communicating with customer service.

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

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.

Councils use of service cloud

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.

It makes your work easier

Comentários: It made my work easier and that was positive for me and for my employers as well.
I felt more comfortable to use it when I have a client on the phone as it’s faster than other software programs. So I had a good experience in the overall.

Vantagens:

As a customer assistant this program helped me in managing clients datas easily and quick. When you have a client on the phone you have to be quick in filling the forms with its datas to sell a power or gas contract and recorder a vocal agreement.

Desvantagens:

It’s too simple and it doesn’t have many tools. It suits only for certain jobs. In my opinion it could be improved.

Salesforce Service Review

Vantagens:

It's easy to track our prospects and patients and allows us to manage them more easily.

Desvantagens:

nothing that we've encountered so far has been negative.

Easy, time-saver and intuitive

Vantagens:

Great platform, easy to use for all users. It's interesting to work in Service Cloud because of lot of great features. I like the fact that we can integrate it with Marketing Cloud and target leads we captured in Service Cloud.

Desvantagens:

Nothing comes to my mind at the moment.

One of most popular help desk solutions is Desk.com

Vantagens:

If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money. Email to Ticket Conversion Knowledge Base Self Service Portal Multiple Service Level Agreement policies Automations – Ticket routing, scenario automations Multi-channel support, including Facebook & Twitter Community Portal with Idea Management & Voting Multi-product/multi-brand Support Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM Multi-language & multi-time zone support Satisfaction Surveys Leaderboard & gamification Support Channels Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support. Canned Responses Both Freshdesk and Desk.com provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution. Third-Party Integrations Both Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps. Devices Supported Both Freshdesk and Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry. Customizations Available Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only.

Desvantagens:

Desk.com’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.

Salesforce makes it easy to maintain a large group of sales prospects and integrates with outlook

Comentários: I really like the ease of use with this CRM and the fact that it integrates with our other softwares. We operate as a sales unit, so it is essential that we are aware of what other members of the team are doing at all times, and where they stand on different leads, territories, etc. It eliminates the need for additional forms of communication, documents, spreadsheets, you name it. This is essential for any sales team out there, regardless of industry.

Vantagens:

We are a sales and distribution company for a number of investment companies that run mutual funds, hedge funds etc. We have a GIANT list of prospects and trying to manage all of that in excel spreadsheets would be a nightmare when you consider that we operate as a team and not on an individual basis. It's easy enough to use and integrates well with outside software, such as outlook and excel. Great product for sales teams**.

Desvantagens:

I'm really not a fan of the lack of a genuine support system. If you have any issues, your only option is to email the support team and they have not been very helpful in my experience. Unless you pay for the top tier of salesforce, there's no phone number that you can call. I wish they had a decent tutorial and moreover, there are some no brainer adjustments that could really improve the CRM, such as mass email integration. Perhaps there is a way, but the fact that I have not been able to figure it out or get a decent answer from support speaks to their support system.

Exceptional customer engagement tool

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.

Salesforce Service Cloud

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.

Great for customer relation management

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

optimizes customer services

Vantagens:

Can help businesses optimize customer service processes and improve customer satisfaction and offers real-time monitoring and analytics to track customer behavior and sentiment

Desvantagens:

Offers real-time monitoring and analytics to track customer behavior and sentiment and can be overwhelming to manage large volumes of customer data and interactions

Salesforce Service Cloud Review

Vantagens:

Pros:Comprehensive platform: Salesforce Service Cloud provides a comprehensive platform that includes features such as case management, call center management, self-service portals, and social media integration, making it a one-stop-shop for customer service needs.Customizable: Salesforce Service Cloud is highly customizable, and businesses can tailor it to their specific needs and workflows.Integration with other Salesforce products: Salesforce Service Cloud integrates seamlessly with other Salesforce products, such as Sales Cloud, Marketing Cloud, and Commerce Cloud, making it easy for businesses to have a single view of their customers.Mobile compatibility: Salesforce Service Cloud is mobile-compatible, allowing businesses to provide customer service and support on-the-go.Analytics and reporting: Salesforce Service Cloud includes powerful analytics and reporting capabilities, which help businesses gain insights into their customer service performance and identify areas for improvement.

Desvantagens:

Cons:Cost: Salesforce Service Cloud can be expensive, especially for small businesses or startups that are on a tight budget.Steep learning curve: Salesforce Service Cloud has a steep learning curve, and businesses may need to invest in training and support to get the most out of the platform.Complex setup: Setting up Salesforce Service Cloud can be complex, and businesses may need to hire a consultant or specialist to help them with the implementation.Limited customization without coding: Some customization options require coding, which may be a challenge for non-technical users.Dependence on internet connection: Salesforce Service Cloud is a cloud-based platform, which means that users need an internet connection to access it. This can be a disadvantage in areas with poor internet connectivity.

Customer Support Tool

Vantagens:

Salesforce is very expansive and can be a powerful tool if it is setup correctly. The resources required (time and money) for the investment of this is....steep.

Desvantagens:

The same thing I like the most is the same thing I like the least. Salesforce is very expansive. It makes finding and understanding buttons complex, and making changes are complex. With the custom interface I have to use on a daily basis, I find many redundancies. There are typically 2-4 ways to do the same function on the view I'm looking at for Customer Support to assist with customer cases. The UX/UI looks outdated, and the setup is not intuitive. For example, email threads are hard to read and comments from associates on the emails get buried and are not easily viewable. For my line of work, this makes it difficult as I need to often read an entire flow of a conversation with a customer and then read critical notes an associate has left for me. Reporting on metrics (tickets resolved, etc) has also been a bear to learn and difficult to even find in how to set up.