Skip to main content
TrustRadius
Sugar Serve

Sugar Serve

Overview

What is Sugar Serve?

SugarCRM offers Sugar Serve, a version of its CRM providing en emphasis on customer service automation, service case management, SLA management, customer self-service and includes the SugarBPM workflow tool to automate processes.

Read more
Recent Reviews

TrustRadius Insights

Users of this product have found it incredibly useful for monitoring and reporting on open cases, ensuring timely calls and preventing …
Continue reading
Read all reviews
Return to navigation

Pricing

View all pricing
N/A
Unavailable

What is Sugar Serve?

SugarCRM offers Sugar Serve, a version of its CRM providing en emphasis on customer service automation, service case management, SLA management, customer self-service and includes the SugarBPM workflow tool to automate processes.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

1 person also want pricing

Alternatives Pricing

What is Intercom?

Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more…

What is osTicket?

osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.

Return to navigation

Product Demos

Conoce Sugar Serve, el software más humano para la atención al cliente

YouTube

The Scoop: Q4 2022 - Sugar Serve | Quarterly Release Highlights

YouTube
Return to navigation

Product Details

What is Sugar Serve?

Sugar Serve Video

Introducing High-Definition Customer Experience (HD-CX)

Sugar Serve Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(3)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Users of this product have found it incredibly useful for monitoring and reporting on open cases, ensuring timely calls and preventing missed tasks. By having all necessary information in one place, it eliminates the need to navigate multiple solutions, saving time and minimizing mistakes in data entry. The platform also streamlines standard customer interactions, improving efficiency and resolving cases faster, ultimately leading to improved customer satisfaction. The user-friendly UI and supportive customer service experience further enhance the overall usage of the product. Customers have also noted that the product assists with CRM growth by automating customer support processes and providing case prioritization, reassignment, and escalation for efficient service. It has proven to be a valuable tool in automating customer query resolution, improving navigation, and centralizing relevant information for better client service. Overall, the benefits realized with this product include time savings, improved efficiencies, enhanced data integrity, process automation, and a better 360 view of the store for effective customer service and relationship management. Additionally, it eases communication tasks with clients and reduces manual workload while helping understand and meet client requirements for improved satisfaction.

Helpful Case Handling: Users have found that Sugar Serve is helpful in ensuring that cases are handled effectively. Multiple reviewers have stated that the system provides great oversight of everything that is going on and allows for easy identification of poor performers.

Comprehensive Client View: According to users, Sugar CRM is valuable in saving all the necessary information for future quotes. This feature allows for a comprehensive view of clients, which can be entered manually or integrated with other solutions. Several reviewers have highlighted the importance of multichannel communication and centralized information in the Sugar database.

Affordable Competitor: Users believe that Sugar Serve is a strong competitor to larger players in the market, offering similar functionality at a more reasonable price point. Multiple reviewers have mentioned that the product is very easy to use and praised the active and supportive support team. The well-organized dashboard has also been appreciated by users.

Cumbersome User Interface: Some users have found the user interface of the software to be cumbersome and not intuitive, which has made it difficult for them to effectively use the tool. For instance, they struggled with navigating through different features and had trouble locating specific functionalities.

Confusing Help System: Several users have mentioned confusion when seeking help, as there are multiple products offered by the company and it is easy to end up looking at help items for different services. This lack of clarity in the help system has resulted in wasted time and frustration for these users.

Lack of Customization Options: Many users feel that despite having a wide range of features, the software lacks customization options. They express a desire for more flexibility to tailor the tool according to their specific needs and preferences. The limited customization capabilities restrict their ability to optimize workflows and adapt the software to fit their unique business requirements.

According to user reviews, the most common recommendations for Sugar Serve are as follows:

  1. Users have found that Sugar Serve is an excellent tool for taking customer support to the next level. They appreciate how the software helps them provide good customer service and resolve issues more efficiently.

  2. Many users have praised Sugar Serve for its ability to increase the productivity of sales agents. They have found that the software streamlines their workflows and provides them with the necessary tools to manage customer interactions effectively.

  3. Users recommend Sugar Serve for its capability to improve overall efficiency in their organization. They have experienced more organized and streamlined processes, which has allowed them to handle customer inquiries and support requests more efficiently.

Overall, customers commend Sugar Serve for its positive impact on customer support, sales agent productivity, and overall efficiency within their organizations.

Reviews

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
Brandon R Hudson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
A Serve CRM-type, it can be operated free of charge and locally. Since the database structure and display can be freely customized, it is possible to create an original system of database according to our own internal business. On the other hand, I think it is an important option for companies that cannot adopt cloud services.
  • Since the functions and specifications are simple, Sugar Serve can be used for general purposes in different types of enterprises.
  • It offers a high degree of flexibility and is easy to use across a wide range of industries and business domains.
  • It is easy to organize, very flexible, and adaptable.
  • The interface that works with other systems is not ready, it lacks extensibility by default.
  • It necessitates the presence of a responsible someone with some programming skills.
  • The problem is especially noticeable with custom objects. Elements that should be removed remain, or an error occurs, making it a bit useless.
The idea of Sugar Serve, is similar to SugarCRM, so I feel more comfortable implementing it, thanks to having used SugarCRM in the past. It allows us to change and adapt the design to be able to use it according to the needs of my department and according to the goals of our company. It is a great help to have the customization that Sugar Serve offers us. If we want to connect to an external service, we just contact our IT staff to develop a module that connects internally via API.
Incident and problem management (6)
90%
9.0
Organize and prioritize service tickets
90%
9.0
Expert directory
90%
9.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
90%
9.0
Ticket creation and submission
90%
9.0
Ticket response
90%
9.0
Self Help Community (2)
90%
9.0
External knowledge base
90%
9.0
Internal knowledge base
90%
9.0
Multi-Channel Help (5)
90%
9.0
Customer portal
90%
9.0
IVR
90%
9.0
Social integration
90%
9.0
Email support
90%
9.0
Help Desk CRM integration
90%
9.0
  • The contents managed by Excel are migrated so that employees can consult and update them at any time from the browser.
  • It is simple and versatile, so it can be used both by the work team and in all departments involved in the system, simplifying the management of processes, and collaboration and documentation
  • It allows us to check visually and comprehensively, the status of the company and each of its members in an easy-to-understand way. Which facilitates decision-making and help desk CRM integration
At the enterprise level it has facilitated our decision-making, as it allows us to visually capture the big picture and eliminates complicated management requirements. Sugar Serve ensures organizational integrity by allowing us to present it across multiple departments and work together, sharing information accurately. The advantage of being able to customize and improve each time depending on the application allows us to carry out specifications in some departments.
Abhijeet Raghavan | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Sugar Serve really eased our customer management communication task. It auto-responds with customizable messages which reduced our management and helped us to invest that time in other important tasks. Really helped us and our clients. And its unique client satisfaction has helped us to understand clients' requirements.
  • Customizable messages.
  • Mood survey.
  • Auto response.
  • It's customizable messages takes time to add.
  • Sometimes it lags.
  • Need to add some more features like gif.
Sugar Serve is best to be used for medium and large businesses. It helps you to understand your customers' moods. Its mood survey is the best thing that I can get from any other tool. It helped me to understand the customer's mood and on that analysis, I can discuss the problem and can help them accordingly. It just needs to add more auto-messages or gifs.
Incident and problem management (6)
88.33333333333334%
8.8
Organize and prioritize service tickets
80%
8.0
Expert directory
90%
9.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
80%
8.0
Ticket creation and submission
90%
9.0
Ticket response
90%
9.0
Self Help Community (2)
85%
8.5
External knowledge base
90%
9.0
Internal knowledge base
80%
8.0
Multi-Channel Help (5)
88%
8.8
Customer portal
90%
9.0
IVR
80%
8.0
Social integration
90%
9.0
Email support
90%
9.0
Help Desk CRM integration
90%
9.0
  • Customer mood analysis.
  • Auto response.
  • Quick response.
Its quick response, customer service, and ticketing service are the best.
Return to navigation