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A straightforward service that does its job Well
What do you like best about the product?
The service cloud helped our organization architect a new process of handling customer support and RMA services. Without it, the process was very manual and we were able to automate several steps to improve efficiency. It was no issue to set up and integrate with our process, and the salesforce documentation and support were always very helpful.
What do you dislike about the product?
Some features aren't completely plain from the start, but once ou find out a solution it is easy to scale and re-implement later on.
What problems is the product solving and how is that benefiting you?
We are solving our customer service needs and serial number history tracking through the service console using the case object.
It has been extremely helpful in organizing and reporting data relating to systems that we sell.
It has been extremely helpful in organizing and reporting data relating to systems that we sell.
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Easy and efficient for your service requirements
What do you like best about the product?
Ease of Use and Number of Features for the users
What do you dislike about the product?
Customization and Ease of Integration for the cloud is a bit tasking
What problems is the product solving and how is that benefiting you?
Complaint Management
Contact Center Quality Assurance
Contact Center Knowledge Base
Customer Self-Service
Enterprise Feedback Management
Live Chat
Contact Center Quality Assurance
Contact Center Knowledge Base
Customer Self-Service
Enterprise Feedback Management
Live Chat
It is very well equipped with all the required settings.
What do you like best about the product?
The platform can grow with your business as your customer base increases.
What do you dislike about the product?
Nothing much, I liked all the features I have worked on.
What problems is the product solving and how is that benefiting you?
providing a centralized platform to track customer issues, route them to the appropriate agents, access relevant customer data, and deliver support across multiple channels, ultimately leading to faster resolution times, improved customer satisfaction, and a more streamlined service experience for both customers and support agents.
Service Cloud is number 1 for customer service
What do you like best about the product?
Easy to use, easy to conifgure, out of the box functionalities.
What do you dislike about the product?
Licence cost for South Africa is very high in dollars
What problems is the product solving and how is that benefiting you?
Implementing Service Cloud for cients has allowed us to help them achieve a better customer service for their clients
Overall review of Service Cloud
What do you like best about the product?
Transparency with entire organization if fantastic. This allows for CXM.
What do you dislike about the product?
Limitations for things like Following Cases makes it difficult to manage which cases are being followed. Partner Portal (Community portal) also has many miitations. Mobile acces to portal and community iis limited. Knowledge Base set up is limited, more fileds are needed to parse content.
What problems is the product solving and how is that benefiting you?
Transparency. Replacing legacy system wiht more capabilities.
Service Cloud is key for efficiency
What do you like best about the product?
With Salesforce Service Cloud teams can save time getting all they need in their hands without making much effort. With this product the company is able to support customers from anywhere while the agents do this in an all-in-one view. It is definitely the most used Cloud in my Salesforce org.
What do you dislike about the product?
Because the power of Service Cloud, there is so many things to configure before the real scenario implementation. It could be easier to configure.
What problems is the product solving and how is that benefiting you?
It helps us being in any channel the customer want to be. It also helps us by centralizing all demands in a single place.
Transformative platform for streamlining customer service operations.
What do you like best about the product?
Salesforce Service Cloud offers a powerful suite of tools that enables seamless integration with various service channels, allowing agents to provide top-notch support quickly. The AI-powered case routing and automation have significantly improved response times and helped us maintain high customer satisfaction. Its customizability makes it easy to adapt the platform to fit our specific workflows.
What do you dislike about the product?
The platform can have a steep learning curve for new users due to its extensive features and configurations. Additionally, some of the advanced functionalities require technical expertise to set up properly, which could be challenging for non-technical teams.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is helping us resolve customer support challenges by centralizing all service requests and customer interactions into a unified platform. This has reduced the time spent switching between different tools and improved our team's efficiency. The automation features, like case assignment and escalation, have streamlined our workflow, allowing us to resolve issues faster and enhance customer satisfaction. Additionally, the analytics tools provide valuable insights into service trends and agent performance, enabling us to make data-driven decisions to continuously improve our service quality.
Powerful
What do you like best about the product?
We do use it every day, and we really like the endless features available, as well as all the existing integrations, both native or through app exchange. It makes it customizable for almost any kind of business. Moreover, the customer support is really great (at least premier support formula).
What do you dislike about the product?
The interface is not always the easiest, more so at the user level than at the admin level. Moreover, the implementation requires certain knowledge to be able to fully use it.
What problems is the product solving and how is that benefiting you?
Our problematic was to implement the best customer support as possible. Here, we manage to have calls and emails in the same CRM, and we can use to to apply SLAs and milestones to easily segment our support based on the customer type.
very useful for the cutomers poin tof view
What do you like best about the product?
Simplicity about the app that easily be acceseed and can be used from mobile
What do you dislike about the product?
nothing about ti but it is hard to find the tabs oncw we are working
What problems is the product solving and how is that benefiting you?
customers queries that can be easily be handled on one point click and the best is customer is getting infirmation on the go with easiy customer care responce
Salesforce Service Cloud has transformed our customer service
What do you like best about the product?
Salesforce Service Cloud has a well-designed interface that makes managing customer interactions easy and highly efficient. The platform centralizes all our customer data, allowing our team to track and resolve issues quickly, which ultimately improves response times and customer satisfaction. The range of tools, including automation for repetitive tasks, has been invaluable, saving us time and reducing human error. The integration with our existing systems has been seamless, and the dashboards and reporting capabilities provide helpful insights into our customer service performance.
What do you dislike about the product?
The platform is incredibly robust but can feel overly complex at times. Some of the customization options require technical knowledge, which can be challenging for teams without dedicated Salesforce admins. Certain features, like reporting, can be unintuitive and take time to set up just right. Additionally, the initial setup was lengthy, and ongoing maintenance can be time-consuming without proper support.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud centralizes customer interactions, making it easy for our team to manage complaints and provide consistent support. Automation reduces repetitive tasks, speeding up response times. The knowledge base and live chat features empower agents to resolve issues quickly, improving customer satisfaction and overall team efficiency.
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