Customer Service Made Easy
October 16, 2019

Customer Service Made Easy

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with IBM Watson Discovery for Salesforce

After integrating the new IBM Watson Discovery into our Salesforce platform, employees across our entire organization have been able to utilize insights - powered by AI - to make smart, informed decisions when developing digital marketing strategies and implementing them both internally and externally for our clients. Our customer service team, specifically, uses the IBM Watson Discovery to quickly and easily resolve complicated cases for clients.
  • IBM Watson Discovery for Salesforce has improved our customer service response times when it comes to resolving cases for clients.
  • With improved response times, easier resolutions, and less frequent repeat cases, our customer's satisfaction has surely improved since using IBM Watson Discovery for Salesforce.
  • This feature has been a great way to quickly bring new employees up to speed by using it as a tool when training.
  • The system cuts down on the time spent resolving cases but automatically learning from past cases and surfacing the most relevant content.
  • Having more collaborative features for employees across the organization to give and get insight would be helpful.
  • The customization features are great for our organization with the available data integrations.
  • IBM Watson Discovery has had only positive impacts on our overall business objective of providing quality customer service and timely resolutions for our clients.
  • The use of this integration has made life easier for our customer service team, who can now resolve cases for customers quicker and easier.
  • Our company prides itself on the service and expertise we're able to provide for our customers and IBM Watson Discovery has only made that task easier for our employees to perform.
I have not found any other software solutions that can stack up against IBM Watson Discovery for Salesforce. This feature has proved nothing but beneficial for our bottom-line, as well as our customers'. I would recommend this solution to any company that heavily focuses on customer service. It has created a way for customer service representatives everywhere to do their job more quickly and efficiently.

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Mailchimp All-in-One Marketing Suite, SurveyMonkey, Acoustic Analytics (formerly IBM Watson Customer Experience Analytics), Acoustic Campaign (formerly IBM Watson Campaign Automation), HubSpot CRM, HubSpot Sales, HubSpot, WordPress
IBM Watson Discovery for Salesforce is perfect for any organization dealing with customers. It significantly improves response times and lessens the leg work done by customer service representatives. By analyzing past cases, this feature automatically refines responses and surfaces the most relevant content for that particular case, making a resolution for the customer quick and easy.

IBM Watson Discovery for Salesforce Support

Similar to all IBM Watson and Salesforce product solutions, the overall support would be a 10/10. Their provided FAQ's help with frequently experienced issues and if still unable to figure something out, their customer service representatives are always super responsive. With instant chat functions available, it is easy to ask a quick question rather than sitting on hold.