Salesforce Service Cloud

Avantages

CRM vraiment complet et puissant. Les relances automatiques sont vraiment utiles pour les petites structures

Inconvénients

Logiciel vraiment très cher pour des petites structures. Difficile de le rentabiliser.

Avantages

J'ai apprécié la flexibilité, la personnalisation et la facilité d'utilisation de Salesforce, ainsi que son excellent support client et son évolutivité pour répondre à nos besoins.

Inconvénients

J'ai noté que le coût est un peu élevé pour les petites entreprises comme la notre, tandis que j'ai signalé des problèmes de performance.

Avantages

Seems like an adequate service but lots of room for improvement.

Inconvénients

Could use a lot of improvement regarding the user interface & streamlining operations.
Redundant steps not explained well, how or why.
Steps like needing to provide signature on approved permit AFTER I've just received approval & paid the fee just creates more steps to hold up the process or miss before next stepcan be implements

Avantages

It was easily trainable, able to be incorporated into our systems and customer service is great

Inconvénients

Had a couple snags when first trying to integrate it

Avantages

Although Salesforce might seem a bit daunting at first, it overall is extremely customizable and can (and should) be built for you and your company's needs. This tool is so powerful and key in customer relationship management and has taken our CRM to the next level. Our data is all held in Salesforce and we are able to create reports and dashboards to keep track of the business and gain insights.

Inconvénients

I do sometimes wish Salesforce was a bit more user friendly however once you learn more about the program you do become quite comfortable and customer service will always be there to help you in a kindly manner

Alternatives envisagées 

Pourquoi passer à Salesforce Service Cloud

Avantages

I Like that it makes transferring calls, recording calls, and gathering call data very easy and in one place.

Inconvénients

I do wish it was just a little bit cheaper.

Avantages

Ofrece muchas soluciones cloud dentro el mismo servicio, desde gestionar ventas, helpdesk, proyectos...es muy potente y personalizable.

Inconvénients

Es un producto demasiado complejo debido a su gran potencial y no es facil su gestión o mejor dicho exprimir todos los recursos que ofrece.

Alternatives envisagées 

Pourquoi choisir Salesforce Service Cloud 

Logiciel antérieur 

Pourquoi passer à Salesforce Service Cloud

Avantages

Salesforce Service Cloud offers numerous benefits for businesses. Its customer service tools enable efficient case management, allowing for quick and effective resolution of customer issues. The platform provides a 360-degree view of the customer, empowering businesses to deliver personalized and proactive customer service. Furthermore, its integration capabilities with other Salesforce products and third-party applications make it a versatile and scalable solution for businesses of all sizes. The robust analytics and reporting features further enable businesses to gain valuable insights and improve their service operations.

Inconvénients

The learning curve in the beginning stages was a little hard, but once we accomplished the beginning steps it was a breeze.

Avantages

It incorporates all the data and information needed to manage cases and clients.

Inconvénients

I wish that it could be a little more customizable so I don't have to deal with all of the features that aren't relevant to my cases.

Avantages

Ottima la gestione dei contatti e degli account collegati

Inconvénients

Alcune cose da migliorare ci sono sempre

Avantages

It was very easy to use many for contact management in addition to plug-ins that existing

Inconvénients

Reporting and use plug-ins or customise. The experience was much more difficult.

Avantages

Ha ottimi strumenti di analisi prestazionali del servizio clienti.Inoltre da in dotazione risorse ed articoli utili per il personale di supporto e i clienti.Facilmente integrabile con altri prodotti Salesforce e anche applicazioni di terze parti, con relativa possibilità di automazione.Gestione clienti che aiuta ad assegnare e monitorare i casi che si andranno a verificare, e con questa catalogazione si aiuta a individuare e risolvere i problemi nel minor tempo possibile.Buona personalizzazione e ha la capacità di gestire le interazioni su diversi tipi di canali in modo da tenere tutto sotto controllo.

Inconvénients

La prima pecca che devo constatare è il costo, se si è una piccola realtà.Le personalizzazioni si pagano, e non poco.Cosi come gli abbonamenti.Configurazione iniziale ed adattabilità un po' macchinosa.

Avantages

Permite tener en un mismo sistema el registro de los diferentes clientes para su fácil acceso

Inconvénients

Que no es tan intuitivo su uso como otras herramientas

Avantages

This program helps in keeping all the information needed for sales

Inconvénients

It needs to be updated on a daily basis

Avantages

its good for start up and small business ceos who need a little more info

Inconvénients

Its only good for startup companies in my humble opinion

Avantages

Mi è capitato di usare Salesforce per la gestione dei clienti e tutto sommato lo consiglierei

Inconvénients

Non ci sono aspetti da segnalare, forse l'unico è il costo del servizio

Avantages

Didn't really get a chance to use it. Once we purchased the tech, we ran into some issues and the support and IT teams seemed to abandon us.

Inconvénients

Ran into some early operational issues, which I assume are easily remedied, but we never got the chance because the support team seemed to not want to help at all so we backed out of our purchase of this product.

Avantages

Remote desktop management is amazing works smoothly for helping sort out issues.

Inconvénients

There needs to be better customer support for calls.

Avantages

the layout is key when using this platform. very easy to navigate through the tabs. great for storing business details

Inconvénients

after using this platform for the past 2 years i can honestly say there is not a single function i could criticise

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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.

Avantages

Tienes muchas cosas positiva, y creo que es la mejor en el mercado, no requiere hadware, ya que es en la nube, tienes alertas , tiene un soporte 24/7 esto te ayuda un montón , accedes desde cualquier dispositivo, tiene app para celular , entre otras herramientas que ayuda a que tu empresa crezca y este más organizada

Inconvénients

Como todo sabemos lo que tiene acceso a internet tiende ser vulnerable, la app tiene un costo medio alto , es accesible, pero hay varias herramientas como el chat que requiere un pago adicional, pero si tu quiere que la empresa sea mejor , hay que adquirir esos costos.

Avantages

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**.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.