Item: Salesforce Experience Cloud
Rating: 8
Author: Verified User

Overall Satisfaction with Salesforce Community Cloud

Use Cases and Deployment Scope

We use it to track customer interactions that we have as well as communicate with cross functional departments in order to support our customers. We also use it to sign people up for offers, remove offers, credit fees. Other departments use it for different things, but I’m only familiar with what customer service does.

Pros and Cons

Pros

Log interactions.
Send emails.

Cons

Functionality with Pega.
Don’t have so many different variations.

Return on Investment

Able to track NPS better.
Customer satisfaction.

Alternatives Considered

Zendesk

I’m sure Salesforce does this as well but we were able to create many macros for Zendesk, that helped our agents interact with customers on a very consistent basis. We haven’t quite got that far in our organization, but I do think it would be useful to our agents.

Support Rating

Salesforce is a good product, it’s used across many different companies, so it’s nice for agents to learn it at our company and be able to use it if they decide to leave. Salesforce is really easy to use and easy to teach agents how to log call types. It would be really nice if it interacted with our phone system as well.

Key Insights

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

Other Software Used

Zendesk, Slack, Skype

Likelihood to Recommend

Salesforce is well-suited for customer service agents, and other departments within an organization that interact with customer service. It’s easier to provide details to another department about an issue that a customer may be having, in order for a different department to support it if needed. It’s not as useful if not all departments are on the same version of Salesforce.

Comments

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Salesforce is good for customer service