The right tool for your customers behalf.
November 19, 2019

The right tool for your customers behalf.

Sean Wallenburg | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Salesforce Community Cloud

Salesforce Community Cloud is being used by our whole organization in the way that this is a customer service oriented company, no matter what position you're in. The frontlines of the customer service experience are used by our representatives to communicate and receive feedback/help from our users. This is done by using Salesforce. Not by just the minute simple tasks, but by allowing a simple email to be used by anyone to share each experience used by our service, Salesforce allows the Customer Service department to outreach these issues/praises into other departments to further reach our companies peak potential.

Pros

  • Salesforce provides a good user experience that's potentially customizable to fit the customer service needs mold (upon review).
  • The recording of incoming emails is really helpful in letting the business know how to organize the priority of people on the call floor for our company.
  • The connectivity that this program has with other programs (Slack, Talkdesk).

Cons

  • It'd be nice to have a generic email be sent out that represents what was being dialogued with the CX instead of the generic, "you haven't responded in a while" email.
  • Sometimes the macros don't work or are buggy and can take a multitude of attempts to make it work.
  • The case merging system works only about a guesstimated 75% of the time for me.
  • Gets things done easier.
  • Saves time.
  • Provides a great customer service experience.
I'm not in the position to reach out to Salesforce Community Cloud. I wouldn't know what that support looks like.

Do you think Salesforce Experience Cloud delivers good value for the price?

Not sure

Are you happy with Salesforce Experience Cloud's feature set?

Yes

Did Salesforce Experience Cloud live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Salesforce Experience Cloud go as expected?

I wasn't involved with the implementation phase

Would you buy Salesforce Experience Cloud again?

Yes

Well suited in addressing tech glitches and wiring them to the appropriate department to get such scenarios fixed. I think that everything is appropriate for salesforce to be used for our account.

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