Likelihood to Recommend 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 If you are facing issues of agents not being able to respond to queries, which is usually faced with our tools, Zoho SalesIQ is probably the best choice as the default notification is very loud and clear hence makes sure that no chat query is left unattended. The desktop application of Zoho SalesIQ for Windows, Linux, and MAC OS is a superb feature not offered by many other chat applications. The geographical locations of website visitors are sometimes not very accurate hence it is advised not to always rely on it and better reconfirm it from the lead.
Read full review Pros 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 It has helped us increase our revenues by a significant margin over the last few years. Technical help is quite quick to respond. UI that is convenient and practical. It's simple to use and understand. We value being able to see how users arrive at our site. Zoho SalesIQ has a fantastic live chat feature that includes a notification, monitoring and reporting system. Read full review Cons 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 Overall it's a very simple tool that doesn't offer a lot of complexity or expanded tools Even though it's all in the Zoho family, it doesn't work seemlessly with CRM or other Zoho products Not always the best at identifying similar users across different browsers, devices, etc Read full review Likelihood to Renew Now all our critical processes are streamlined & would like to explore the new feature to have user friendly experiences
Read full review Support Rating 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 Alternatives Considered 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 Tawk to was nice but it was missing a lot of features that Zoho SalesIQ has. And a massively important advantage that SalesIQ had was that it integrated with other Zoho apps that we already used. The pricing of Zoho SalesIQ was also very attractive, we felt that it offered a great bang for our buck.
Read full review Return on Investment 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 We interact with about 50 visitors a month and it's great when we can see the full picture, to see and interact based on whether they are a new contact or a long-time customer. Capturing new website visitors at the time that they have a question about your product is important. Missing chats can be frustrating. Read full review ScreenShots