Likelihood to Recommend They have done a good job at helping us maintain the integrity of the project while transitioning to a completely new platform. Our Voice of the Customer program happens to consist of multiple surveys within one "master" so I guess logistically it could be considered complex
Read full review It is well suited for Analytics, Customer Relationship Efficiency Engagement, and best suited to help decrease Infrastructure maintenance costs for Organizations. Learning for new bees is a little difficult to grasp with the features/functionalities. The Software is a little complex from the setup and configuration point of view. Reporting capability can be improved as it is a highly effective CRM.
Read full review Pros Confirmit has a fairly shallow learning curve allowing someone with no experience to be able to create a simple survey with not much time invested in training. Confirmit also has the flexibility to be used in very advanced ways. Whether modifying the display/page content's layout or modifying input types with jQuery, it is incredibly adaptable. Confirmit (with v. 18) now collects data in a true SQL database which is far more robust and easy to administrate than some other methods of data storage. Read full review SAP Service Cloud pulls together messages from different channels - emails, calls, social sites - into one dashboard. This means we can quickly see and respond to any customer question or concern without jumping between different tools. It streamlines our workload by automatically categorizing and prioritizing customer issues. This ensures that urgent banking matters are addressed immediately and no query is left unanswered. The built-in knowledge base is a lifesaver. When a customer has a common question or issue, we can quickly reference or direct them to pre-existing solutions, speeding up the resolution process. Read full review Cons Ensure correct data collection. This is Confirmit's main goal, and which sometimes fails to succeed. Integrated data back-up service. It would be great if we could look at the data from a couple days previous. Interactive layout creator. Current layout creator is really "squared" as we say, it needs more flexibility with all the incoming technologies such as HTML5 and CSS3. Read full review Integrating SAP Service Cloud with non-SAP systems can be challenging, i faced some hurdles when my IT team took 3 months to integrate the billing data from some other vendor and the system would run slow if you try to pull billing data Slow loading of the pages as compared to other consumer tech softwares we use Implementation costs and complexity of implementation makes it an option only for large enterprises with huge IT teams (and it can take a few months to implement) Read full review Likelihood to Renew From my point of view Confirmit has been a key tool in our organization. Without it we can't deliver what we do at this moment. Confirmit has proved that is a reliable, stable and easy to use tool. The few issues we found (as far as I know) were sent to Confirmit support team and fix them. Patching the product has been done faster and without large downtime of the product
Read full review Now all our critical processes are streamlined & would like to explore the new feature to have user friendly experiences
Read full review Usability Confirmit is a very technical tool, it takes time for someone to get used to the interface, even when it could definitely be more intuitive or user friendly, this is part of Confirmit's strenghts that makes it one of the most robust data collection technologies out there.
Read full review Support Rating The support team is responsive and I can tell that they are actually trying to help get to the heart of the issues before making us try every possible solution available. They ask the right questions and test things before coming back to us with proposals. I like the support team at Confirmit.
Read full review I have found that sometimes issues reported to the SAP takes more time also they lack system support with respect to the priority . Also we don't see RCA for the issues raised. Also turn around time for the issues is not fixed as the support is global sometimes the issues float here and there.
Read full review Implementation Rating Should let the professionals handle implementation, don't have only the operations team at your company do it.
Read full review Alternatives Considered Forsta has a strong product functionality and performance. Integration capabilities are fantastic and i
t has strong customer focus. Pre-existing relationships also helped in cracking this deal. People at Forsta are helpful and customer centric. Although cost is not highly competitive but it comes close to value for money. Competitors have quite a few functionalities but there are additional charges levied for them.
Read full review We went with SAP Service Cloud instead of
Oracle Cloud Platform because it is like a custom-made tool for big companies, seamlessly working with our other systems. It helps us manage complex tasks and customer interactions better, making everything smoother and more efficient. It just fits well with how we do things.
Read full review Return on Investment I love Confirmit, the only negative is that my experience using any other program is always terrible in comparison. I had Confirmit rep come into the office and was disapointed that they didn't have much informaton on how to use it as a researcher in marking research, perhaps employing more internal marketing researchers would help that. Read full review positive impact: Enhanced Productivity: The platform's automation and knowledge management capabilities can boost agent productivity. Agents can handle more cases in less time, leading to cost savings and potentially higher revenue through increased sales opportunities. negative impact: Complexity: If not properly configured or if it doesn't align with an organization's specific needs, SAP Service Cloud's complexity can hinder user adoption, leading to inefficiencies and potentially negative ROI. Read full review ScreenShots