TrustRadius
Salesforce Chatter is a collaboration platform with integration into the business process and the ability to conduct actions like approving expense reports and creating support cases from the activity feed itself. Other key features include a mobile application and document management functionality.https://media.trustradius.com/product-logos/JL/5u/V54STLL8AU3S.PNGExcellent tool for a growing businessWe use Chatter to solve a number of problems in our department. One of the main purposes it has is to distribute the correct information to a wider team and have an ongoing conversation around points that are relevant to a specific topic for all to see. This can help reduce e-mail clutter and also provide a reference going forward. This is not only done with news articles relating to the company, but also major regulatory changes, procedural changes and general conversation.,Chatter provides us with a live internal conversation for all to see without the noise that other mediums have i.e. e-mail. One of the main features that really works well is the 'Groups' that you can join. We have multiple groups set up to not only distribute procedural changes and communicate news etc, but also have conversations around upcoming tasks in the months ahead. Chatter works really well in instances where we need to look over historical conversations that have been had and the sentiment of those conversations with our shareholders, often using hashtags.,Possibly could go with a change of layout, a slight redesign to make it look and feel more user friendly. It's not terrible but for someone who hasn't used Twitter before, they may find it a bit hard to navigate. Possibly to have certain people prioritized within a company's Chatter feed. So if the CEO has posted something, this appears first as a priority post for all to see, and then can be sent further down your feed once read. Could possibly do with a feature to create an incentive for people to contribute more. There's still a lot of conversations that happens outside of Chatter that would be better suited for Chatter. There is an 'Influencer' feature but there is little known about this and has minimal meaning or purpose to most people.,8,This has had a very positive impact when it comes to verifying if proper communication has been had among teams. This helps us know when and what people have been informed of, which gives us the opportunity to regularly review our communication styles. This has had a very positive impact when trying to find particular individuals in a very large company, and without any barriers. This also provides a 'get networking' tool for new and existing individuals to the company, helping people gain influence and awareness among their stakeholders.,Microsoft Yammer,Skype for Business (formerly Lync), Genesys PureCloudChatter at a glanceSales uses it as a tool to communicate from sales rep to manager and vice versa. For example, if there is something I want my manager to take a look at, they tag me on Chatter. I am instantly notified in my email, and I can go directly to the account. I like that it documents every communication back and forth, so there is a running history. We also use it to move accounts around, i.e, "take this out of my name, move to another rep, new rep this is now in your name," and avoids Slack messages that could get lost in the shuffle. Highly recommend.,Time Stamps: clear history of communication. Instant notification: the relative person is aware right away that an account needs attention.,Perhaps after adding tags or action items, the rep can check them off so the received knows how important the notification is. I.E, "new account in your name, needs immediate attention, etc.",10,Helps us keep track of accounts coming in and out, where to focus our sales energy.,9,10,Gong.io, Outreach, LeadIQConsolidated informationChatter is utilized to provide a consolidated report and the reps past activity. Mainly, the sales department can see exactly which accounts were worked the day prior. In addition, managers can easily see their reps progress on accounts.,Chatter consolidates previous activity. Sends you an email so it is easy to view the report. Provides links to the accounts that you worked so you can easily pick up where you left off.,There should be a way to opt out of the email so they don't clog your inbox. Email should provide more detail. It just says "Created a task" but doesn't say the name of the account. Should be a way to edit and filter the information that Chatter sends you. A more customized experience.,10,There is less of a change of hands in accounts which avoids accounts slipping through the cracks. The mail with the Chatter report isn't customized so sometimes seeing which account it is referring to can be time-consuming. Salespeople are able to seamlessly track accounts and past activity. Which in the long run means a positive.,,Salesforce App Cloud, InsideSales.com Predictive Playbooks, Upsafe Free Gmail BackupChatter is great....and free!We use Chatter internally in multiple ways. We use direct messaging to send private messages back and forth between users. But what we really use it for the most is the Chatter feed on records. We are able to host info about a record in the feed, so in the future we have a reference of what has happened previously.,Can store files via Chatter Files. We use this for picture files the most Notifications. It's great for sending alerts Using the Chatter feed is a great way to keep info specific to a record,Having message functionality in the Salesforce One app,9,It helps a lot with collaboration and transparency Organization. It has helped with keeping relevant info within each record where it can be found easily,Facebook for Business and Slack,Salesforce.com, Conga Composer, Adobe Sign (formerly EchoSign)Chatter is easy to useChatter is used by the whole organization since we are working with Salesforce. It helps to develop communication between the teams. It's an important tool to share capital information within the organization and to develop a team spirit.,Facilitates communication between employees. Helps to share information within the organization. Fosters a team spirit.,It could be more intuitive. Some functionalities, such as calling, could be developed more. Could work on the ease of use, because it can sometimes look a bit heavy.,8,Helping share information has for sure an impact on productivity, as people are more aware of what is going on. It makes employees feel like part of a project, so they give more to the organization.,Skype, Microsoft Teams and Slack,Salesforce.com, Microsoft Teams, SkypeChatter: An Extremely Welcome Social Business Collaboration Tool Housed Within Salesforce!Chatter is utilized within nearly all admin areas of our organization. I work on a marketing process team and we use Chatter nearly every day while navigating Salesforce for other team-related needs. One of the biggest benefits of Chatter is the ability to send/share documents between diverse teams, all while housed within the greater Salesforce platform. The organization that I work for is rather large, with many locations, and Chatter helps bring individuals together across great divides. Personally, I appreciate all-encompassing platforms that are able to solve large organization business needs. Chatter helps round out the analytical tool of Salesforce and adds an effective communication function worth integrating into day-to-day communication.,Chatter integrates the complex analytical reporting of Salesforce and gives users the ability to effectively communicate across diverse teams. Chatter is extremely user-friendly and offers standard social features, such as joining groups and following specific individuals. File sharing is extremely efficient, and the search functionality for files works incredibly well!,Chatter can sometimes feel almost too much like a social networking site. While the chat feature is welcome within the Salesforce ecosystem, traditional email has had better response rates. The feed can push important announcements down prior to being seen.,8,Chatter has helped our varying admin areas communicate more effectively with Sales teams throughout the life-cycle of an account. Chatter helps to keep the necessary documents within the Salesforce platform. Furthermore, it is easy enough to transfer documents to other areas on the platform. Chatter has helped us decrease dependency/need on other social business collaboration platforms.,Microsoft Yammer, LinkedIn Sales Navigator, Facebook for Business, Slack and Microsoft Teams,Salesforce Lightning, Microsoft Yammer, LinkedIn Sales NavigatorThe best tool to grow your businessIn StileCreations Co., Chatter is used when consolidating reports and representing past activities. Mainly, this software enables the sales department to have a clear image of the accounts which were balanced in the past. In addition, it enables the managers to clearly see rep progress on their accounts.,The software allows easy and authentic consolidation of past accounting activities It has a notification capabilities which makes it for managers to have a timely review of accounting reports When working on an account and the leaves it incomplete, the software provides a link to the accounts so that you can pick up easily,The software does not allow users to opt out of emails so they end up clogging the inbox There should also be a way to filter and edit information send by Chatter. This will give a more customized experience,10,Account slipping through the loopholes has been minimized with this software because there is limited changes made in accounts Seeing the account being dealt with is sometimes time consuming because chatter reports are not customized Seamlessly tracking of accounts and past activities is very easy,10,10,Salesforce App Cloud and InsideSales.com Predictive Pipeline,LiveChat HelpDesk, Mailchimp, Adobe Advertising CloudChatter works well across all Salesforce users.We use Chatter to collaborate with information between records. Chatter is a great place to look to see recent updates and new activities. Chatter works similar to Twitter posts but for business users.,Embedded into our Salesforce CRM. A one-stop shop to find all related communication regarding the case, account, or any object, through a feed-based layout. Ability to attach images very useful. We use the flow designer to post automated updates to records into Chatter feed. It keeps all information attached to the record. Chatter has filters that can easily find specific updates if one record has a lot of entries and it is hard to find.,Some more customization would be nice. Layout of Chatter in Salesforce Lightning can be better improved. There are big differences between Chatter in Lightning vs Classic and a new user might not understand how to navigate the interface. External users can't @mention internal users. This would be very helpful. CSS in community feed needs a designer to have it look good. It should look good right out of the box. Being able to post videos would also be helpful.,8,Chatter service comes with our enterprise CRM so it has been 100% ROI. I'm not directly involved with the cost of the Chatter feature and services for our company.,,Salesforce Community Cloud, Salesforce Marketing Cloud Email StudioChatter does it's job but is often not used by employeesCurrently, we use Chatter as a way to communicate on open opportunities in Salesforce. This is widely used across the sales organization, and our teams have put a high emphasis on using it to communicate on pipeline and opportunities. Chatter is great as our managers are easily able to message us and add context to questions they have when referencing an opportunity in Salesforce. This keeps a log of conversations based on an opportunity rather than losing it in G-chat.,Keeps conversations organized and relevant. Allows management a view into conversations around multiple opportunities with multiple reps. Logs everything in Salesforce for reference later down the road, rather than losing the conversation in G-chat.,It seems a bit out-dated and is not very user-friendly. It often gets forgotten as G-chat is easier to use. If you are not constantly following, conversations often get forgotten.,6,Chatter has kept me accountable for responding to management about next steps on opportunities. Chatter has kept me involved in team polls by managers. Chatter has kept me up to date on my pipeline management and deal cycles.,7,7,Google Hangouts,SalesLoft, GoToMeeting, Gong.ioA necessary, if not clunky, addition to SalesforceChatter is being used across my organization since we switched to Salesforce as our primary CRM. It's used to help track and note any questions or concerns across the sales and delivery teams along the sales and delivery process. If there's a question related to a specific opportunity, it'll generally be asked through Chatter.,Easy to tag teammates Sends you email notifications when you've been chattered Easy to link messages to one account or opportunity,No one seems to know how best to tag people - Do you have to keep doing it within a thread, or does it need to be done just once? It's tough to keep track of all chatter messages. The general UI for writing out a message is a little tough. Hitting enter might send the message, or create a new line. It isn't very consistent.,6,It's a good service to publicly note account changes, steps in the sales process, and documentation. Organization is a little bit better than what we had before. As with any software, its usefulness only goes as far as user adoption. It's tough getting everyone to use it the same way.,6,4,,SalesLoft, Google Drive, Salesforce App CloudA Salesforce mustWe use Chatter for our entire organization. Chatter is a great way to share, communicate internally, and collaborate in real time. Chatter allows everyone in our organization to connect and collaborate, even if we are not in the same office or space. We can act on critical tasks in a timely manner. It has also been a great forum for teams across the organization to share ideas.,Allows users to stay productive and maintain focus. Connects users across multiple channels in a secure way. Allows us to use one platform to share and collaborate, which decreases distractions.,Can be a little complicated to learn.,8,A productive tool for large companies. Allows users to collaborate across teams.,SlackChat within SalesforceIt is used to communicate across organizations on existing records that need attention. This solves the problem for sending Salesforce records one by one to fix the problem.,Easy communication in Salesforce Tagging people that need attention on the records,Only can be used when in Salesforce Average Attachment loader,8,Must have if you have Salesforce Bad if reps or Salesforce users do not check Salesforce often,9,9,SlackChatter - The Best to Talk about Opps!Across the whole organization. Chatter allows Salesforce users to comment on specific Accounts, Contacts and Opportunities in Salesforce. This allows for a constant stream of communication to be done on one record by multiple people.,Allows for communication on one record. Gives communication history for record Different departments can comment.,Better notification system One singular place to see all of your Chatter conversations,10,Positive impact - ease of conversation,Social networking for the professionalSalesforce Chatter is used between colleagues to share updates and "live feed" company information. It is available to the whole organization, but not widely used. It addresses gaps in communication. It's like a private social network.,Respects privacy. Easy communication. Get to know other employees.,I wish it could be built into an existing product; there seem to be so many programs we have to use. It's sometimes too much to handle so we rarely use it.,8,It's a great way to document communication in a linear manner. Allows coworkers to interact, improving morale.,Microsoft Yammer,Microsoft Yammer, Adobe Photoshop, Snagit, Blackboard Collaborate, Blackboard, UltiPro, Concur Travel and ExpenseWhy chose anything else?We use Salesforce.com heavily in my organization with many different business functions engaging with SFDC. We have Chatter enabled on virtually all of our SFDC objects and we use Chatter to collaborate directly on the records being discussed. Having this discussion directly in the tool instead of emailing back and forth is a real boost to productivity since it's attached to the record, and ensures that the conversation is preserved for later reference. In addition to collaborating on standard CRM records, e.g., a sales team discussing an opportunity, I am involved in Salesforce.com enhancements and collaborate with them on support tickets and user stories by using Chatter on these records.,The ability to embed the Chatter feed on any Salesforce.com record. Having that context directly on the record in question is key. I've had a scenario of collaborating on the same records before and after implementing Chatter and after implementation my job became much easier. Replying directly to the email notification about a Chatter message posts the reply directly to Chatter. This is very useful for a quick response while doing something else, without having to login to Salesforce.com. This is especially useful while on a smartphone. Interface is very simple and easy to use. On any record where Chatter is supported, just expand the feed, @mention anybody who needs to be included, and write the message. Ability to follow a record even if you're not directly included in a conversation, in order to see any updates. This is especially useful if you need to see when a record is updated and you have automatic updates set to post to Chatter.,My only complaints with Chatter have been solved. I used to be annoyed that attaching files required clicking an "attach" button after browsing and selecting. I was also annoyed that there was no rich text formatting (e.g., bolding, underlining, and other features useful in a communication tool) but those have been solved in product updates. I really have no complaints, because the product is simple and does the job well.,10,The ROI is hard to quantify but compared to how we in my company would traditionally collaborate on SFDC records, via email, this takes about a third of the time, and a tenth of the time if it's put in terms of finding old conversations by digging through emails, vs. finding the SFDC record and searching the chatter feed.,,SmartsheetImproved communication for Salesforce usersWe use it for some of our projects and also to help clients that use Chatter extensively. Chatter is typically used by our clients to discuss the status of records among team members. For example, if there are interesting updates about a customer, a contact, or an opportunity. So some typical examples are: Company XYZ: I visited the client in December 2017. They are growing at a fast pace and are likely to be acquired by a Fortune 500 company Contact Jane Smith: Jane reports to the CEO and is a critical decision maker for our product. Opportunity Sale of machinery: This could be a quick win for us. Although this is a small Opportunity in terms of revenue, long-term strategic business is high.,Communication between team members Capture historical information for future reference Escalate to Management issues or critical importance,Definition of rules that allow users to automatically follow and unfollow records.,9,Chatter has lead to improved communication within the Sales team. Chatter leads to increased knowledge sharing about business It also leads to more informed Management,Slack and Skype for Business,Microsoft Office 2016, JIRA Software, Google DriveChatter is super helpful and easy to useWe're working to get the entire organization using it. Everyone has access - but not everyone uses it with any consistency. We use it as a way to document discussions, tag folks, ask for more info, and share kudos/client feedback org-wide. It's especially helpful to document change discussions/processes for internal software usage.,You can tag people just like you would on social media (with the @ symbol). Documentation!!! I love how this tracks exactly who's responsible for what. It's a great way to show thanks/kudos - both from internal and external folks.,I haven't experienced any downsides with Chatter yet!,8,Very positive. Allows for increased communication and visibility across departments.,,MS SharePointWe love Chatter!Chatter is being used to communicate with all departments in the company. It is a quick, and efficient way to notify someone of something that needs to be done or said. I work in a finance company and there can be many questions that customers ask. It allows me to work with our underwriting team better.,Easy to use Quick and efficient Ability to notify person of message via email as well,Have to log into Salesforce to use it Allow use of hashtags to group chats Sometimes not reliable,10,More efficiency Closing more deals Closing deals quicker,NoneNo reason not to get stuck in!Chatter is used across the organisation. At the very least, every user here has a basic Chatter license, several with Chatter Plus and approximately 220 with full Salesforce licenses. Naturally, it is there to address the issue of company wide collaboration and communications.,Integrated into your line of business tool. It is directly where you are doing your job. It is fun and casual. It has a very low technology barrier to use. Plus the iOS app is really useful. It subtly blends social network with business automation and business function. Everybody knows how to interact with social networks and this translates the business layer into an easy to digest and interactive fashion.,Visualforce helps you design more complex custom actions using Chatter, however Visualforce is often a technical level above the basic administrators' capabilities. It needs a declarative GUI to help you make complex actions. A lot of changes that have come with Lightning are now not available to Classic Salesforce users. If you're a new buyer, this isn't an issue. If you are not, you really need to look at going Lightning now.,9,Middling. The business has a habit of throwing technology at problems rather than looking at what it already has. Chatter could be far better utilised than it is right now. There are some elements of process automation that is subtly making the lives of users better, I'm happy about this. Gradually, users are adopting thanks, which is driving a much better atmosphere and spirit in the company.,Microsoft Yammer,Salesforce CPQ (formerly SteelBrick), OneNote, JIRA Service Desk, Pardot, Conga Composer, Adobe eSign services, Satmetrix, GeopointeGreat product to share news!We use it to let everyone know when jobs are sold (who the client is, what type of job it is and sometimes when it will start). We also use it to spread any company news or things that need to be spread to everyone (news of someone's surgery going well for example). We also use it to share funny stories, pictures, new articles, work related articles, blog posts via link, etc. It is something everyone uses on a daily basis.,Allows people to comment or like your post Allows you to chat with people one-on-one Allows you to share pictures/links with ease Shows notifications that pop up on your computer so you can stay updated,Allow the profile pictures to be clicked on to make them larger,9,Allows us to share how the company is doing by sharing what jobs are sold to what clientsEasy to use communication tool within your companyChatter facilitates organization-wide discussions. Everyone within my organization (~40) has an account. It allows staff all over the country to connect and create threads in which multiple people can participate. This is particularly helpful when over 50% of our staff are remote. It also seamlessly connects with SalesForce enterprise to allow us to chat more specifically about SalesForce apps and issues.,I like how easy to it is to post onto Chatter. I also like that your organization can have many different chatter groups that you can follow. I can bookmark or mute certain threads. You can also take a poll within a thread as well as upload all kinds of files.,I dislike that you can't link multiple photos onto a chatter post. In my experience, if you'd like to include multiple photos, you can post one at the start of the thread and then need to write a comment with a photo in each comment. It's pretty annoying. We have employees at different levels in our company. So we have our national staff and our state coordinators. Our state coordinators have a different type of SalesForce than national employees so they have a different portal (not sure if I'm describing this accurately). But essentially this format does not allow the two groups of users to communicate in the same Chatter groups. (because it has to be in this format from what I understand because of permissions) This is also pretty annoying.,8,Because we already have SalesForce, Chatter was a no-brainer. It's streamlined and entirely integrated into SalesForce enterprise, which is something my organization uses every day.,,IBM SPSS, SurveyMonkey, ArcGISCommunicate Across Your Company With ChatterIn our organization, Chatter is used as a resource for sharing information across the whole organization. Various Chatter groups have been set up to cover a variety of groups, and there are even a few that are "just for fun" such as one for Walking Dead fans or the "Daily Dose of Awesome" group that posts interesting or humorous things on a daily basis. It helps communicate known issues, discuss upcoming changes, share information and connect large groups of people across the country.,Chatter is very easy to use, especially if one is already familiar with social media. It works very much in the same way as Facebook as far as how posts are displayed and comments can be added. Groups can be public or private, and ownership can easily be edited as needed. Those added to a group can leave easily if they feel the information does not pertain to them. I enjoy a regular e-mail digest of what I may have missed in Chatter. I also like the e-mail notifications I get when someone tags me by name in a post or comment.,When sharing a photo, it gives only a thumbnail, and if there are a series of photos (for instance, to share memories of a recent company-wide event) you have to click on each individual one to view it. It's tedious and could definitely be done better. The Desktop Chatter application went away, and I found it really helpful so that I didn't have to log in to Chatter on Salesforce to check and see if anything new had been posted - it just came up in a feed on a separate little program. I miss that feature.,8,I honestly can't speak to ROI in numbers because it's not part of my role to know such things. Chatter has allowed us to communicate effectively across campuses on shared topics. For example, some of our campuses are being relocated, and team members in those areas have been able to ask questions and get feedback on the areas they are planning to move to. Chatter has also helped boost morale, as we regularly use it to celebrate and share sales successes, birthdays, customers that have agreed to become references, etc. as well as share across campuses some fun things like Customer Service Week activities.,Box and Skype for Business,Microsoft Office 365, Prime Suite EHROld lion still does tricksWe use Chatter as a part of our Salesforce CRM platform. Mostly for communication about opportunities and across the entire company. It's a convenient way to stay informed about what's happening in our Salesforce CRM instance and participate in discussions.,Opportunity communication - tagging people and notifying teams across an org Sharing documents - ability to attach documents in discussions and make them accessible to relevant people Polls - ability to post polls in an opportunity in Salesforce CRM and easily get results,Outdated UI More post settings - who can see and who can't Better desktop and mobile experience (again about UI),5,Definitely helped individuals and teams collaborate on a specific opportunity or similar object in Salesforce CRM. Quick and easy.,,Slack, HipChat, Mavenlink, JIRA Software, Adobe PhotoshopChatter is a Small, Powerful Player Competing Against Industry WhalesOur company, Prudential Financial, Inc. (NYSE: PRU), comprises several different businesses. Several of these businesses (e.g. investment management, retirement, group insurance) have outbound and inbound sales teams that record their client interactions in Salesforce. To facilitate sales, they use Chatter to share information, collaborate on documents, ask questions from subject matter experts, and disseminate career development information (all internal). Roughly half the businesses are using Salesforce and Chatter, but the remainder are using third party platforms like Oracle, Jive, and SharePoint. The main challenges that are being tackled with Chatter include siloism, lack of coordination on major initiatives, lack of communication on cross-department and cross-business initiatives, oversaturation of e-mails and phone calls, and latency in gathering feedback and comments.,The Chatter UI is very clean and intuitive. First off, top masthead is clearly branded without being too cluttered. The search form is very easy to find and the left menu has clear nomenclature so finding functionality is not difficult. The Chatter types are very clear - Feed, People, Groups, Files, Topics. These content types are almost always present in the most widely used platforms so even users new to Chatter will not find it difficult to use. In Files, the preview functionality is very useful as it helps users decide whether or not this is the document they need. Also, sharing is very easy via the drop-down arrow, but a sharing icon would have been more intuitive. The Groups functionality is outstanding because it allows for different departments (e.g. marketing, sales, support, research) to collaborate on client-facing work. This is the most prevalent use case and an indispensable business requirement in any platform we select for enterprise deployment. The incorporation of polling and forum (questions) is also conducive to conversation. The private messaging functionality is very useful because it allows for conversations to be contained in a community and not reside in a separate space like e-mail. This functionality is missing from platforms like IBM Connections.,Groups does not have the private messaging functionality. Since most collaboration takes place in Groups, private messaging would allow for relevant conversations to be contained and not reside separately. On a Group index page, there are two boxes for Information and Description. These content types seem redundant. You could replace both with a content type called About the Group. There could also be another box listing the Owners for quick reference. On the main index page, the newsfeed has the same look and feel of most social platforms like Facebook, LinkedIn, Jive, IBM Connections, SharePoint. There could be an alternate display of tiles that shows People you interact with most frequently, Files you access most often, most recent Topics, etc. The display could be something like Delve in Microsoft Office 365. On the main index page in the right rail, it would be useful to have the ability to incorporate RSS feeds to gather outside content. Many departments heavily leverage RSS feeds to compile competitive intelligence and cultivate general awareness. For user profiles, can we combine Feed and Overview into one consolidated view? It would save users a click to find relevant information about the person. Also, the Contact module should also have the person's phone number for convenience. The Files feature does not allow for real-time, concurrent document editing. You have to download the document, make your edits, save, and then upload a new version, which only allows for one editor at a time.,10,Chatter has reduced turnaround time on responding to questions. For example, a question directed at one person could be badly timed (person is away or out of the office) and inappropriately targeted (person is not SME). Posting questions in a Group helps alleviate these blockers. Chatter has helped connect people within the same department who did not know each other previously. Groups have helped to build teamwork and camaraderie through shared tasks and outputs. Chatter has helped to eliminate the nightmare of keeping track of file versions through e-mail. We can now see all versions and know what has changed in one click. Chatter has helped us to share files externally with vendors, outside counsel, and other relevant stakeholders.,IBM Connections, MS SharePoint and Microsoft Yammer,MS SharePoint, IBM Connections, Jive Engage, Microsoft Yammer, Adobe Acrobat DC, Snagit, PostgreSQL, WebEx Meetings,1000,3,Marketing team collaborating within a Group to produce client-facing materials. Departmental intranet for messaging from senior leadership, updates from the field, commentary from subject matter experts, and questions from the greater organization. File sharing with external partners like vendors, especially on marketing brochures.,Ideation sessions to be submitted to corporate leadership. If accepted, the idea is graduated to a formal initiative. Providing documents to client through external sharing in lieu of e-mail and phone.,Knowledge management to educate our workforce on global trends, technology advances, and business performance. Identify subject matter experts to be surfaced in "Expert Locator" that can be leveraged across the enterprise.,8,No,Navigating the user interface was very easy. The top masthead, left menu, body, and right rail are positioned in an intuitive manner that is easily comprehensible for most users.Basati uses Chatter daily and we love it!All departments are using Chatter. We use it as our form of communication for all client discussions. It is meeting our business needs very well as it allows us to find all communications on an account in one place in Salesforce so we don't have to sift through multiple emails. All features seem to be done well, but I think if we could post multiple photos or screen shots under one post that would be helpful.,Keeps communications in SF Attaches conversations to account and contact records Allows attachments,Ability to attach more than one photo to each post,10,Less time spent emailing back and forth
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Chatter
65 Ratings
Score 8.0 out of 101
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Chatter
65 Ratings
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Score 8.0 out of 101

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Glen Tylee profile photo
April 30, 2019

Excellent tool for a growing business

Score 8 out of 10
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We use Chatter to solve a number of problems in our department. One of the main purposes it has is to distribute the correct information to a wider team and have an ongoing conversation around points that are relevant to a specific topic for all to see. This can help reduce e-mail clutter and also provide a reference going forward. This is not only done with news articles relating to the company, but also major regulatory changes, procedural changes and general conversation.
  • Chatter provides us with a live internal conversation for all to see without the noise that other mediums have i.e. e-mail.
  • One of the main features that really works well is the 'Groups' that you can join. We have multiple groups set up to not only distribute procedural changes and communicate news etc, but also have conversations around upcoming tasks in the months ahead.
  • Chatter works really well in instances where we need to look over historical conversations that have been had and the sentiment of those conversations with our shareholders, often using hashtags.
  • Possibly could go with a change of layout, a slight redesign to make it look and feel more user friendly. It's not terrible but for someone who hasn't used Twitter before, they may find it a bit hard to navigate.
  • Possibly to have certain people prioritized within a company's Chatter feed. So if the CEO has posted something, this appears first as a priority post for all to see, and then can be sent further down your feed once read.
  • Could possibly do with a feature to create an incentive for people to contribute more. There's still a lot of conversations that happens outside of Chatter that would be better suited for Chatter. There is an 'Influencer' feature but there is little known about this and has minimal meaning or purpose to most people.
Chatter is very well suited for internal conversations around specific news topics and articles. It may however attract unnecessary conversation as some may treat it like Facebook. Chatter could possibly have a filter or something that reads what someone is about to post and then ask the user if this is a work related conversation.
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Meredith Chandler profile photo
August 17, 2019

Chatter at a glance

Score 10 out of 10
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Sales uses it as a tool to communicate from sales rep to manager and vice versa. For example, if there is something I want my manager to take a look at, they tag me on Chatter. I am instantly notified in my email, and I can go directly to the account. I like that it documents every communication back and forth, so there is a running history. We also use it to move accounts around, i.e, "take this out of my name, move to another rep, new rep this is now in your name," and avoids Slack messages that could get lost in the shuffle. Highly recommend.
  • Time Stamps: clear history of communication.
  • Instant notification: the relative person is aware right away that an account needs attention.
  • Perhaps after adding tags or action items, the rep can check them off so the received knows how important the notification is. I.E, "new account in your name, needs immediate attention, etc."
Please see previous comments. Not appropriate for anything you don't want everyone in the organization to see.
Read Meredith Chandler's full review
Joel Williams profile photo
June 18, 2019

Consolidated information

Score 10 out of 10
Vetted Review
Verified User
Review Source
Chatter is utilized to provide a consolidated report and the reps past activity. Mainly, the sales department can see exactly which accounts were worked the day prior. In addition, managers can easily see their reps progress on accounts.
  • Chatter consolidates previous activity.
  • Sends you an email so it is easy to view the report.
  • Provides links to the accounts that you worked so you can easily pick up where you left off.
  • There should be a way to opt out of the email so they don't clog your inbox.
  • Email should provide more detail. It just says "Created a task" but doesn't say the name of the account.
  • Should be a way to edit and filter the information that Chatter sends you. A more customized experience.
Chatter can be useful in providing a consolidated overview of your activity for the day prior. It helps in preventing accounts falling through the cracks.
Read Joel Williams's full review
Pete Bennett ☁️ profile photo
June 07, 2019

Chatter is great....and free!

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Chatter internally in multiple ways. We use direct messaging to send private messages back and forth between users. But what we really use it for the most is the Chatter feed on records. We are able to host info about a record in the feed, so in the future we have a reference of what has happened previously.
  • Can store files via Chatter Files. We use this for picture files the most
  • Notifications. It's great for sending alerts
  • Using the Chatter feed is a great way to keep info specific to a record
  • Having message functionality in the Salesforce One app
It is well suited for uploading files and attaching them to records. It is not as well suited for mobile messaging. There used to be a mobile chatter app, but not anymore, so the private messaging between users is not really available at the moment. The Salesforce One app has the ability for Chatter, but lacks small portions of functionality.
Read Pete Bennett ☁️'s full review
Karim Mahroug profile photo
June 01, 2019

Chatter is easy to use

Score 8 out of 10
Vetted Review
Verified User
Review Source
Chatter is used by the whole organization since we are working with Salesforce. It helps to develop communication between the teams. It's an important tool to share capital information within the organization and to develop a team spirit.
  • Facilitates communication between employees.
  • Helps to share information within the organization.
  • Fosters a team spirit.
  • It could be more intuitive.
  • Some functionalities, such as calling, could be developed more.
  • Could work on the ease of use, because it can sometimes look a bit heavy.
Chatter is very appropriate to use in my organization as we have to share a lot of information during the day. It's also a great help to remember tasks and points that you shared and developed with your team during the day. It creates nice interactivity between and within the teams.
Read Karim Mahroug's full review
Joshua Melder profile photo
April 25, 2019

Chatter: An Extremely Welcome Social Business Collaboration Tool Housed Within Salesforce!

Score 8 out of 10
Vetted Review
Verified User
Review Source
Chatter is utilized within nearly all admin areas of our organization. I work on a marketing process team and we use Chatter nearly every day while navigating Salesforce for other team-related needs. One of the biggest benefits of Chatter is the ability to send/share documents between diverse teams, all while housed within the greater Salesforce platform. The organization that I work for is rather large, with many locations, and Chatter helps bring individuals together across great divides. Personally, I appreciate all-encompassing platforms that are able to solve large organization business needs. Chatter helps round out the analytical tool of Salesforce and adds an effective communication function worth integrating into day-to-day communication.
  • Chatter integrates the complex analytical reporting of Salesforce and gives users the ability to effectively communicate across diverse teams.
  • Chatter is extremely user-friendly and offers standard social features, such as joining groups and following specific individuals.
  • File sharing is extremely efficient, and the search functionality for files works incredibly well!
  • Chatter can sometimes feel almost too much like a social networking site.
  • While the chat feature is welcome within the Salesforce ecosystem, traditional email has had better response rates.
  • The feed can push important announcements down prior to being seen.
Chatter / Salesforce is rather expensive per employee, and can be an expensive social option for smaller businesses. For smaller businesses, there are definitely more effective platforms for the price. I would recommend Chatter for large-scale organizations spread between multiple and diverse locations. Chatter is extremely well-suited for those large organizations where files and information (especially among Sales teams) are relevant quickly. Furthermore, Chatter is able to leverage the data and reporting tools that many companies rely on to track their sales leads, opportunities, wins, and losses.
Read Joshua Melder's full review
Evans Kyalo profile photo
August 05, 2019

The best tool to grow your business

Score 10 out of 10
Vetted Review
Verified User
Review Source
In StileCreations Co., Chatter is used when consolidating reports and representing past activities. Mainly, this software enables the sales department to have a clear image of the accounts which were balanced in the past. In addition, it enables the managers to clearly see rep progress on their accounts.
  • The software allows easy and authentic consolidation of past accounting activities
  • It has a notification capabilities which makes it for managers to have a timely review of accounting reports
  • When working on an account and the leaves it incomplete, the software provides a link to the accounts so that you can pick up easily
  • The software does not allow users to opt out of emails so they end up clogging the inbox
  • There should also be a way to filter and edit information send by Chatter. This will give a more customized experience
Consolidating accounting reports and representing past activities.
Read Evans Kyalo's full review
Long Dai profile photo
July 18, 2019

Chatter works well across all Salesforce users.

Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Chatter to collaborate with information between records. Chatter is a great place to look to see recent updates and new activities. Chatter works similar to Twitter posts but for business users.
  • Embedded into our Salesforce CRM.
  • A one-stop shop to find all related communication regarding the case, account, or any object, through a feed-based layout.
  • Ability to attach images very useful.
  • We use the flow designer to post automated updates to records into Chatter feed.
  • It keeps all information attached to the record.
  • Chatter has filters that can easily find specific updates if one record has a lot of entries and it is hard to find.
  • Some more customization would be nice.
  • Layout of Chatter in Salesforce Lightning can be better improved.
  • There are big differences between Chatter in Lightning vs Classic and a new user might not understand how to navigate the interface.
  • External users can't @mention internal users. This would be very helpful.
  • CSS in community feed needs a designer to have it look good. It should look good right out of the box.
  • Being able to post videos would also be helpful.
Chatter is well suited in a large office with multiple departments working on the same records in a CRM. It would be less appropriate if it was just a small shop.
Read Long Dai's full review
No photo available
August 22, 2019

Chatter does it's job but is often not used by employees

Score 6 out of 10
Vetted Review
Verified User
Review Source
Currently, we use Chatter as a way to communicate on open opportunities in Salesforce. This is widely used across the sales organization, and our teams have put a high emphasis on using it to communicate on pipeline and opportunities. Chatter is great as our managers are easily able to message us and add context to questions they have when referencing an opportunity in Salesforce. This keeps a log of conversations based on an opportunity rather than losing it in G-chat.
  • Keeps conversations organized and relevant.
  • Allows management a view into conversations around multiple opportunities with multiple reps.
  • Logs everything in Salesforce for reference later down the road, rather than losing the conversation in G-chat.
  • It seems a bit out-dated and is not very user-friendly.
  • It often gets forgotten as G-chat is easier to use.
  • If you are not constantly following, conversations often get forgotten.
Chatter is well suited for companies who live and die in Salesforce and have large teams that upper management would like to get context on their manager/rep's conversations around opportunities as the sale cycle progresses.

Chatter is not well suited for smaller organizations. G-chat and emails would likely get them by because they have fewer opportunities and sales reps to manage.
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No photo available
August 06, 2019

A necessary, if not clunky, addition to Salesforce

Score 6 out of 10
Vetted Review
Verified User
Review Source
Chatter is being used across my organization since we switched to Salesforce as our primary CRM. It's used to help track and note any questions or concerns across the sales and delivery teams along the sales and delivery process. If there's a question related to a specific opportunity, it'll generally be asked through Chatter.
  • Easy to tag teammates
  • Sends you email notifications when you've been chattered
  • Easy to link messages to one account or opportunity
  • No one seems to know how best to tag people - Do you have to keep doing it within a thread, or does it need to be done just once?
  • It's tough to keep track of all chatter messages.
  • The general UI for writing out a message is a little tough. Hitting enter might send the message, or create a new line. It isn't very consistent.
Chatter's strength is that it will take you directly to the opportunity you're talking about, or the account in question. If you get comfortable with it and the tagging system, it can be useful. It doesn't really cut too many corners though. My organization uses Google Hangouts much more often to communicate, and its ease of use is much higher. Unless I need to document something on an opportunity or account, I'm going to be using Google Hangouts.
Read this authenticated review
No photo available
May 23, 2019

A Salesforce must

Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Chatter for our entire organization. Chatter is a great way to share, communicate internally, and collaborate in real time. Chatter allows everyone in our organization to connect and collaborate, even if we are not in the same office or space. We can act on critical tasks in a timely manner. It has also been a great forum for teams across the organization to share ideas.
  • Allows users to stay productive and maintain focus.
  • Connects users across multiple channels in a secure way.
  • Allows us to use one platform to share and collaborate, which decreases distractions.
  • Can be a little complicated to learn.
If an organization is using Salesforce, Chatter is a must. You can collaborate as a whole within one application. It's best for larger organizations that share sensitive information, or those that have employees working remotely, or multiple organizations within one company that need to communicate. It saves larger organizations a lot of time and adds to the productivity of the workforce.
Read this authenticated review
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August 05, 2019

Chat within Salesforce

Score 8 out of 10
Vetted Review
Verified User
Review Source
It is used to communicate across organizations on existing records that need attention. This solves the problem for sending Salesforce records one by one to fix the problem.
  • Easy communication in Salesforce
  • Tagging people that need attention on the records
  • Only can be used when in Salesforce
  • Average Attachment loader
Best suited for people who use Salesforce.
Read this authenticated review
No photo available
May 02, 2019

Chatter - The Best to Talk about Opps!

Score 10 out of 10
Vetted Review
Verified User
Review Source
Across the whole organization. Chatter allows Salesforce users to comment on specific Accounts, Contacts and Opportunities in Salesforce. This allows for a constant stream of communication to be done on one record by multiple people.
  • Allows for communication on one record.
  • Gives communication history for record
  • Different departments can comment.
  • Better notification system
  • One singular place to see all of your Chatter conversations
Chatter is well suited to talk about specific Opportunities in Salesforce.
Read this authenticated review
No photo available
November 16, 2018

Social networking for the professional

Score 8 out of 10
Vetted Review
Verified User
Review Source
Salesforce Chatter is used between colleagues to share updates and "live feed" company information. It is available to the whole organization, but not widely used. It addresses gaps in communication. It's like a private social network.
  • Respects privacy.
  • Easy communication.
  • Get to know other employees.
  • I wish it could be built into an existing product; there seem to be so many programs we have to use. It's sometimes too much to handle so we rarely use it.
It's great for a manager to give helpful hints or tips to a team. It's a great way to announce PD opportunities. It's fun to get to know coworkers' personalities.
Read this authenticated review
No photo available
May 23, 2018

Why chose anything else?

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Salesforce.com heavily in my organization with many different business functions engaging with SFDC. We have Chatter enabled on virtually all of our SFDC objects and we use Chatter to collaborate directly on the records being discussed. Having this discussion directly in the tool instead of emailing back and forth is a real boost to productivity since it's attached to the record, and ensures that the conversation is preserved for later reference.

In addition to collaborating on standard CRM records, e.g., a sales team discussing an opportunity, I am involved in Salesforce.com enhancements and collaborate with them on support tickets and user stories by using Chatter on these records.
  • The ability to embed the Chatter feed on any Salesforce.com record. Having that context directly on the record in question is key. I've had a scenario of collaborating on the same records before and after implementing Chatter and after implementation my job became much easier.
  • Replying directly to the email notification about a Chatter message posts the reply directly to Chatter. This is very useful for a quick response while doing something else, without having to login to Salesforce.com. This is especially useful while on a smartphone.
  • Interface is very simple and easy to use. On any record where Chatter is supported, just expand the feed, @mention anybody who needs to be included, and write the message.
  • Ability to follow a record even if you're not directly included in a conversation, in order to see any updates. This is especially useful if you need to see when a record is updated and you have automatic updates set to post to Chatter.
  • My only complaints with Chatter have been solved. I used to be annoyed that attaching files required clicking an "attach" button after browsing and selecting. I was also annoyed that there was no rich text formatting (e.g., bolding, underlining, and other features useful in a communication tool) but those have been solved in product updates. I really have no complaints, because the product is simple and does the job well.
Any type of collaboration on a Salesforce.com record should be done on Chatter. Take a scenario where I need to ask a question about some record, say an account. I could email the person I have to ask and copy in the Salesforce.com URL, or I could @ mention them and have that conversation stored for later reference. For most scenarios its the obvious, easy choice. The exception to this is if it's a private conversation, for example about someone's response that was inappropriate. But for items that can and should be discussed within the appropriate groups setup, Chatter should be the only tool used.
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Naveen Gabrani profile photo
December 14, 2017

Improved communication for Salesforce users

Score 9 out of 10
Vetted Review
Reseller
Review Source
We use it for some of our projects and also to help clients that use Chatter extensively. Chatter is typically used by our clients to discuss the status of records among team members. For example, if there are interesting updates about a customer, a contact, or an opportunity.

So some typical examples are:
Company XYZ: I visited the client in December 2017. They are growing at a fast pace and are likely to be acquired by a Fortune 500 company
Contact Jane Smith: Jane reports to the CEO and is a critical decision maker for our product.
Opportunity Sale of machinery: This could be a quick win for us. Although this is a small Opportunity in terms of revenue, long-term strategic business is high.
  • Communication between team members
  • Capture historical information for future reference
  • Escalate to Management issues or critical importance
  • Definition of rules that allow users to automatically follow and unfollow records.
If you are using Salesforce then Chatter increases the benefits of Salesforce. It leads to improved communication between team members. It is also useful for understanding the background of customers and business for new employees. Users can also get regular updates on Opportunities or Accounts or Cases they are interested in without logging into Salesforce. As an example, if you are heading Sales in California, you can get updates on opportunities in your region in your inbox at the beginning of your day.
Read Naveen Gabrani's full review
Meagan Davenport profile photo
December 20, 2017

Chatter is super helpful and easy to use

Score 8 out of 10
Vetted Review
Verified User
Review Source
We're working to get the entire organization using it. Everyone has access - but not everyone uses it with any consistency. We use it as a way to document discussions, tag folks, ask for more info, and share kudos/client feedback org-wide. It's especially helpful to document change discussions/processes for internal software usage.
  • You can tag people just like you would on social media (with the @ symbol).
  • Documentation!!! I love how this tracks exactly who's responsible for what.
  • It's a great way to show thanks/kudos - both from internal and external folks.
  • I haven't experienced any downsides with Chatter yet!
It's great to use in your CRM database, especially Salesforce. It's built-in functionality and is super easy to get the hang of using. Items posted are automatically linked to the account you're dealing with.
Read Meagan Davenport's full review
Ryan Tibbetts profile photo
December 06, 2017

We love Chatter!

Score 10 out of 10
Vetted Review
Verified User
Review Source
Chatter is being used to communicate with all departments in the company. It is a quick, and efficient way to notify someone of something that needs to be done or said. I work in a finance company and there can be many questions that customers ask. It allows me to work with our underwriting team better.
  • Easy to use
  • Quick and efficient
  • Ability to notify person of message via email as well
  • Have to log into Salesforce to use it
  • Allow use of hashtags to group chats
  • Sometimes not reliable
Chatter is well suited for companies using Salesforce with more than 30 employees. It allows people to communicate without having to leave your desk. You can continue to work on other tasks while you chatter with someone.

Chatter is not suited for smaller companies. Smaller companies have the ability to communicate more in person with each other.
Read Ryan Tibbetts's full review
Simon Whight profile photo
December 05, 2017

No reason not to get stuck in!

Score 9 out of 10
Vetted Review
Verified User
Review Source
Chatter is used across the organisation. At the very least, every user here has a basic Chatter license, several with Chatter Plus and approximately 220 with full Salesforce licenses. Naturally, it is there to address the issue of company wide collaboration and communications.
  • Integrated into your line of business tool. It is directly where you are doing your job.
  • It is fun and casual.
  • It has a very low technology barrier to use. Plus the iOS app is really useful.
  • It subtly blends social network with business automation and business function. Everybody knows how to interact with social networks and this translates the business layer into an easy to digest and interactive fashion.
  • Visualforce helps you design more complex custom actions using Chatter, however Visualforce is often a technical level above the basic administrators' capabilities. It needs a declarative GUI to help you make complex actions.
  • A lot of changes that have come with Lightning are now not available to Classic Salesforce users. If you're a new buyer, this isn't an issue. If you are not, you really need to look at going Lightning now.
I personally think it is far superior to email as a communications platform. Spooling up a group to work on a project, fun badges for work achievements, or just keeping people in the loop visibly.

Obviously, Chatter comes with Salesforce, but also in a free form. If you're looking at getting it WITHOUT Salesforce, you should probably shop around with things like Yammer or Teamwork.
Read Simon Whight's full review
No photo available
December 07, 2017

Great product to share news!

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use it to let everyone know when jobs are sold (who the client is, what type of job it is and sometimes when it will start). We also use it to spread any company news or things that need to be spread to everyone (news of someone's surgery going well for example). We also use it to share funny stories, pictures, new articles, work related articles, blog posts via link, etc. It is something everyone uses on a daily basis.
  • Allows people to comment or like your post
  • Allows you to chat with people one-on-one
  • Allows you to share pictures/links with ease
  • Shows notifications that pop up on your computer so you can stay updated
  • Allow the profile pictures to be clicked on to make them larger
Well suited in a large or small company to share work related and/or fun news articles
Read this authenticated review
No photo available
December 12, 2017

Easy to use communication tool within your company

Score 8 out of 10
Vetted Review
Verified User
Review Source
Chatter facilitates organization-wide discussions. Everyone within my organization (~40) has an account. It allows staff all over the country to connect and create threads in which multiple people can participate. This is particularly helpful when over 50% of our staff are remote. It also seamlessly connects with SalesForce enterprise to allow us to chat more specifically about SalesForce apps and issues.
  • I like how easy to it is to post onto Chatter.
  • I also like that your organization can have many different chatter groups that you can follow.
  • I can bookmark or mute certain threads.
  • You can also take a poll within a thread as well as upload all kinds of files.
  • I dislike that you can't link multiple photos onto a chatter post. In my experience, if you'd like to include multiple photos, you can post one at the start of the thread and then need to write a comment with a photo in each comment. It's pretty annoying.
  • We have employees at different levels in our company. So we have our national staff and our state coordinators. Our state coordinators have a different type of SalesForce than national employees so they have a different portal (not sure if I'm describing this accurately). But essentially this format does not allow the two groups of users to communicate in the same Chatter groups. (because it has to be in this format from what I understand because of permissions) This is also pretty annoying.
Chatter is well suited when you do not have an urgent request. It acts as a social media-like tool within the workplace. So you can share an interesting article you found or ask a general question to start up a dialogue among colleagues. I wouldn't recommend Chatter for emergencies or very important things because I believe it was designed for casual conversation.
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No photo available
December 07, 2017

Communicate Across Your Company With Chatter

Score 8 out of 10
Vetted Review
Verified User
Review Source
In our organization, Chatter is used as a resource for sharing information across the whole organization. Various Chatter groups have been set up to cover a variety of groups, and there are even a few that are "just for fun" such as one for Walking Dead fans or the "Daily Dose of Awesome" group that posts interesting or humorous things on a daily basis. It helps communicate known issues, discuss upcoming changes, share information and connect large groups of people across the country.
  • Chatter is very easy to use, especially if one is already familiar with social media. It works very much in the same way as Facebook as far as how posts are displayed and comments can be added.
  • Groups can be public or private, and ownership can easily be edited as needed. Those added to a group can leave easily if they feel the information does not pertain to them.
  • I enjoy a regular e-mail digest of what I may have missed in Chatter. I also like the e-mail notifications I get when someone tags me by name in a post or comment.
  • When sharing a photo, it gives only a thumbnail, and if there are a series of photos (for instance, to share memories of a recent company-wide event) you have to click on each individual one to view it. It's tedious and could definitely be done better.
  • The Desktop Chatter application went away, and I found it really helpful so that I didn't have to log in to Chatter on Salesforce to check and see if anything new had been posted - it just came up in a feed on a separate little program. I miss that feature.
For storing and sharing files, I do not recommend Chatter; we do have some file sharing going on within Chatter but I feel that Box is more appropriate for that. I do like it for discussing certain topics pertaining to one of our software platforms, or big changes such as implementing ICD-10.
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No photo available
December 07, 2017

Old lion still does tricks

Score 5 out of 10
Vetted Review
Verified User
Review Source
We use Chatter as a part of our Salesforce CRM platform. Mostly for communication about opportunities and across the entire company. It's a convenient way to stay informed about what's happening in our Salesforce CRM instance and participate in discussions.
  • Opportunity communication - tagging people and notifying teams across an org
  • Sharing documents - ability to attach documents in discussions and make them accessible to relevant people
  • Polls - ability to post polls in an opportunity in Salesforce CRM and easily get results
  • Outdated UI
  • More post settings - who can see and who can't
  • Better desktop and mobile experience (again about UI)
It'll work well if there are multiple people or teams working in Salesforce CRM on an opportunity or similar thing. It keeps all the communication in one place and allows documents/URL /polls.
Read this authenticated review
Joseph C. Chang profile photo
May 16, 2016

Chatter is a Small, Powerful Player Competing Against Industry Whales

Score 10 out of 10
Vetted Review
Verified User
Review Source
Our company, Prudential Financial, Inc. (NYSE: PRU), comprises several different businesses. Several of these businesses (e.g. investment management, retirement, group insurance) have outbound and inbound sales teams that record their client interactions in Salesforce. To facilitate sales, they use Chatter to share information, collaborate on documents, ask questions from subject matter experts, and disseminate career development information (all internal). Roughly half the businesses are using Salesforce and Chatter, but the remainder are using third party platforms like Oracle, Jive, and SharePoint. The main challenges that are being tackled with Chatter include siloism, lack of coordination on major initiatives, lack of communication on cross-department and cross-business initiatives, oversaturation of e-mails and phone calls, and latency in gathering feedback and comments.
  • The Chatter UI is very clean and intuitive. First off, top masthead is clearly branded without being too cluttered. The search form is very easy to find and the left menu has clear nomenclature so finding functionality is not difficult.
  • The Chatter types are very clear - Feed, People, Groups, Files, Topics. These content types are almost always present in the most widely used platforms so even users new to Chatter will not find it difficult to use.
  • In Files, the preview functionality is very useful as it helps users decide whether or not this is the document they need. Also, sharing is very easy via the drop-down arrow, but a sharing icon would have been more intuitive.
  • The Groups functionality is outstanding because it allows for different departments (e.g. marketing, sales, support, research) to collaborate on client-facing work. This is the most prevalent use case and an indispensable business requirement in any platform we select for enterprise deployment. The incorporation of polling and forum (questions) is also conducive to conversation.
  • The private messaging functionality is very useful because it allows for conversations to be contained in a community and not reside in a separate space like e-mail. This functionality is missing from platforms like IBM Connections.
  • Groups does not have the private messaging functionality. Since most collaboration takes place in Groups, private messaging would allow for relevant conversations to be contained and not reside separately.
  • On a Group index page, there are two boxes for Information and Description. These content types seem redundant. You could replace both with a content type called About the Group. There could also be another box listing the Owners for quick reference.
  • On the main index page, the newsfeed has the same look and feel of most social platforms like Facebook, LinkedIn, Jive, IBM Connections, SharePoint. There could be an alternate display of tiles that shows People you interact with most frequently, Files you access most often, most recent Topics, etc. The display could be something like Delve in Microsoft Office 365.
  • On the main index page in the right rail, it would be useful to have the ability to incorporate RSS feeds to gather outside content. Many departments heavily leverage RSS feeds to compile competitive intelligence and cultivate general awareness.
  • For user profiles, can we combine Feed and Overview into one consolidated view? It would save users a click to find relevant information about the person. Also, the Contact module should also have the person's phone number for convenience.
  • The Files feature does not allow for real-time, concurrent document editing. You have to download the document, make your edits, save, and then upload a new version, which only allows for one editor at a time.

Well suited:

  • Project team is assigned to complete a deliverable within a finite time period and need dedicated, private space for information sharing, collaborating on files, and asking questions.
  • Documentation team is assigned to work on a presentation deck using the Files functionality.
  • A poll is needed to decide on whether an idea is actionable; if so, the idea is graduated to a project, which is then formalized in a Group.
  • A question is asked to resolve a customer service issue or other client-facing concern.
  • IT helpdesk to provide real-time support and post content to reduce incoming phone calls.

Less appropriate:

  • Departmental or enterprise portal for employee communications (the look and feel is too informal and needs to be more "institutional")
Read Joseph C. Chang's full review
Heather Fontaine Wagner profile photo
May 20, 2016

Basati uses Chatter daily and we love it!

Score 10 out of 10
Vetted Review
Verified User
Review Source
All departments are using Chatter. We use it as our form of communication for all client discussions. It is meeting our business needs very well as it allows us to find all communications on an account in one place in Salesforce so we don't have to sift through multiple emails. All features seem to be done well, but I think if we could post multiple photos or screen shots under one post that would be helpful.

  • Keeps communications in SF
  • Attaches conversations to account and contact records
  • Allows attachments
  • Ability to attach more than one photo to each post
We have found Chatter to be useful in all instances.
Read Heather Fontaine Wagner's full review

Feature Scorecard Summary

Task Management (19)
6.8
Gantt Charts (9)
8.1
Scheduling (14)
7.9
Workflow Automation (17)
7.2
Mobile Access (28)
8.1
Search (26)
8.0
Visual planning tools (18)
7.2
Chat (28)
8.5
Notifications (31)
8.6
Discussions (29)
8.7
Surveys (18)
8.2
Internal knowledgebase (18)
9.3
Integrates with GoToMeeting (7)
9.1
Integrates with Gmail and Google Hangouts (10)
7.8
Integrates with Outlook (11)
9.1
Versioning (14)
7.2
Video files (18)
7.6
Audio files (15)
8.5
Document collaboration (21)
8.0
Access control (21)
8.1
Advanced security features (18)
8.1
Integrates with Google Drive (9)
9.2
Device sync (14)
9.1

About Chatter

Salesforce Chatter is a collaboration platform with integration into the business process and the ability to conduct actions like approving expense reports and creating support cases from the activity feed itself. Other key features include a mobile application and document management functionality.
Categories:  Collaboration

Chatter Technical Details

Operating Systems: Unspecified
Mobile Application:No