Service Cloud Gives Visibility into Every Client Across All Teams at Any Moment
Updated March 04, 2024
Service Cloud Gives Visibility into Every Client Across All Teams at Any Moment
Score 10 out of 10
Vetted Review
Verified User
Software Version
Professional
Overall Satisfaction with Salesforce Service Cloud
We used Service Cloud to document and manage customer issues raised by the various teams (HR, Payroll, Benefits, Tax, Legal) that interact with all levels of our clients (C-Level, managers, employees, vendors). The ability for all of our teams to capture the issues of an individual client within the same ecosystem and making that information accessible immediately for on-site and headquarter employees from laptops or cell phones greatly streamlined and enhanced our customer intelligence. We were able to present a unified voice to our client so that regardless of who from our company spoke to whomever at the client, we always knew the issues top of mind for that client.
Pros
- Service Cloud is easy to use whether you're inputing data or trying to access it.
- By having a simple interface and creating dashboards, reports and views customized to an individual user's needs, we were able to achieve nearly 100% adoption rate.
- The highest praise I can give about this product is that our employees barely "felt" its existence in that it never got in the way of reaching the information or providing the information they needed. It never felt cumbersome or like it was getting in the way of doing their job.
Cons
- Reporting could be a bit more flexible. For some data we need to export to Excel and run formulas.
- Needs better phone system (Shoretel) integration. The app exchange app from Shoretel is very buggy and not well supported. It would be nice to have a Salesforce-owned solution with proper support.
- Out of the box customer surveying would be great for insight into our service levels. We use an app to generate surveys but its costly and this could be a standard feature in Service Cloud.
- We greatly reduced redundant work and streamlined cross-team workflows by using cases as a place to document and distribute tasks.
- This led to faster delivery times and reduced errors as well as better knowledge retention.
- We use documentation from past experiences with a client to inform us on how to treat them in future interactions. It also helps us resolve issues with other clients experiencing similar issues thus reducing the chance of making the same errors again.
- Metrics from case entries tells us our weak points whether they're resource based, training or systems so we can reduce future incidents and deliver a higher quality level of service.
Service Cloud is just a more comprehensive solution within a great ecosystem. It was natural to use Service Cloud since we're using Sales Cloud. It's a highly adaptable product that can grow with your business and it's needs whether it's adding users or entire pieces of functionality. You don't need a highly technical developer on staff to do enhancements, although it helps.
Do you think Salesforce Service Cloud delivers good value for the price?
Yes
Are you happy with Salesforce Service Cloud's feature set?
Yes
Did Salesforce Service Cloud live up to sales and marketing promises?
Yes
Did implementation of Salesforce Service Cloud go as expected?
Yes
Would you buy Salesforce Service Cloud again?
Yes
Salesforce Service Cloud Feature Ratings
Using Salesforce Service Cloud
10 - Our customer support team uses Salesforce Service Cloud to manage customer satisfaction issues and internal client matters to fix problems or update information in the system.
2 - Typically our customer service team lead is able to either educate her team on how to use the system in a best practice manner to accomplish their goal or make changes in the configurations. We also have a Salesforce admin who we vet the feature requests with before making system changes. We try to minimize system config changes.
- Customer did not receive points for their purchase or activity
- Customer needs personal info or membership changes
- Client needs to update their SKU inventory
- Self service section for people to resolve their own issues
- Metrics reporting to identify new features
- Understanding of what is consuming our customer service team
- Interactive features like video conf, chat, voice
- Creating a portal for our clients to self service
Comments
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