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Невостребованные: работают над Salesforce Service Cloud ?
Salesforce Service Cloud Отзывы и информация о продукте
Salesforce Service Cloud — это комплексная платформа обслуживания клиентов, призванная помочь компаниям эффективно обрабатывать и обрабатывать запросы клиентов. Она предлагает набор инструментов для управления обращениями, создания базы знаний и многоканальной поддержки, позволяя организациям предоставлять персонализированное и эффективное обслуживание клиентов.
| O компании | Salesforce |
|---|---|
| Год основания | 1999 |
| Размер компании | 10,001+ сотрудников |
| Штаб-квартира | Сан - Франциско, Калифорния |
| Соцсети |
| Обработка и услуги |
|
|---|---|
| Простота в использовании |
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| развертывание | Облако / SaaS / веб-интерфейс, мобильный Android, мобильный iPhone |
| Поддержка | Круглосуточно (живой представитель), чат, электронная почта/служба поддержки, часто задаваемые вопросы/форум, база знаний, поддержка по телефону |
| Обучение | Документация |
| Языки | Английский |
Salesforce Service Cloud Плюсы и минусы
- Комплексные инструменты многоканальной коммуникации, включая электронную почту, социальные сети и онлайн-чат
- Интеграция с телефонией позволяет пользователям совершать звонки непосредственно из программного обеспечения.
- Интерфейс с функцией перетаскивания упрощает создание фирменных порталов самопомощи.
- Функции ИИ доступны на всех уровнях
- Не предлагает бесплатный тарифный план; переход на более дорогие тарифы обходится дорого.
- Возможность ежемесячной оплаты доступна только в тарифном плане с самой низкой стоимостью (тариф Essentials).
- Круглосуточная поддержка по телефону требует подписки на платный план поддержки.
- Длительная настройка и адаптация, особенно после выпуска обновлений
- Не подходит для новичков из-за крутой кривой обучения.
Сравнить Salesforce Service Cloud с другими популярными инструментами в той же категории.
Service cloud offers a solution to collaborate on customer concerns and save all data and communication in a central location.
Training Customer Service Reps can be challenging.
Scheduling and customer communication
Single source for customer information to be used internally. Benefits our associates to have a customer 360 to ensure they are providing the best support possible
Encountering a lot of limitations in reporting and leveraging enhanced features due to customizations that have been makes during implementation. Recommend sticking to out of box as much as possible or partner with a consultant to provide the best solutions to meet you to your business goals.
Case management - giving insight into resolving customer issues and process flows. These insights give us an opportunity to evaluate our current process flow and escalation paths.
We have been able to leverage out of box functionality and only have to customize to meet our IP reququirements
Reporting can be cumbersome when data it's dispersed among objects. Internal data Lake would be helpful
We are able to provide a unique service for our patients that no other platform has been able to provide
I like the awesome customization of Service Cloud
I dislike the confusing settings within Service Cloud.
Service Cloud allows us to extensively scale with our growing user base.
easy for our consultants bringing service to our customers . Strong connected solutions for everyday use. time tracking and customer connection as good as it gets
I can't se much here, easy to setup and use. easy for our consultants bringing service to our customers . Strong connected solutions for everyday use. time tracking and customer connection as good as it gets
A ordered connection between our customers and consultants, so that they can create Valuta for our customers. easy for our consultants bringing service to our customers . Strong connected solutions for everyday use.
Service cloud voice is an amazing solution for ai powered contact center.
Byot is not easy enough, would like streamlined setup.
Average handling time
I love utilizing the standard cases object to solve many of our different sales process.
Limited functionality to only certain objects like milestones.
We have legacy teams that are using classic features and need to get them the standard functions in the lightning. .
The ability for chat to support customers with questions.
Nothing yet. The platform appears to have functionality that would support the business needs.
Chat functionality to answer basic questions to provide more efficiently and free up time With customer service.
Engages the business and IT in solutioning and onnovation
Can be pricey, or hard to get a good understanding of the licensing/skus/add-ons/etc
Consolidates all of our support channels into a single console/experience. Eliminated a ton of external systems, streamlines agent training, improved handle times etc.
It is intuitive, easy to use and infinitely customizable. Having the access to a customer in a 360 degree view to solve their issues is super helpful and encourages customer retention
It's flexibility can be somewhat overwhelming for teams that are trying to set it up. It also has a learning curve that can be a challenge for some customer service Teams as they are moving off of older outdated platforms into service.
Service cloud benefits, our clients by providing them a 360° view of their customers which allows them to address customer issues quickly and solve customer issues to increase customer loyalty and customer satisfaction