Another Great Salesforce Product!
December 22, 2018
Another Great Salesforce Product!
Score 9 out of 10
Vetted Review
Verified User
Software Version
Unlimited
Overall Satisfaction with Salesforce Service Cloud
Our company uses Salesforce Service Cloud for our customer support department. They use it to log cases and track work efforts. They also use the live chat function to support our customers who prefer to chat over phone support.
- Service cloud is great for logging cases and tracking support effort.
- Live chat is easy to set up and provides a good chat experience for customers.
- Salesforce makes it easy to report on chat and casework so you know the top support issues you have.
- I’d like to see better reporting upon first contact. You can do it with some effort but nothing out of the box.
- Salesforce Service Cloud is still missing some features in lightning.
- They need to make it easier to automate the changing of Omnichannel status.
- We have been able to increase our CSAT 2 full points by tracking case issue resolution time and decreasing the time it took to resolve.
- We’ve been able to maintain our support staff numbers while increasing our customer base by 20%.
- We were able to improve the chat experience for our customer by providing chat support in multiple languages.
We chose Salesforce Service Cloud because we were already using Sales Cloud.