Salesforce Service Cloud Drives Customer Engagement
March 31, 2020

Salesforce Service Cloud Drives Customer Engagement

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

Salesforce Service Cloud allowed our customer service team to seamlessly integrate multiple tracking and communication methods into one interface to consolidate their efforts to keep track of customer requests.
  • Personalized service from any device has been extremely helpful.
  • Providing a community for our customers was helpful for them find answers and use other customers as resources.
  • Their analytics allowed us to create customer solutions quickly.
  • Occasional glitching or lagging
  • So many features that it feels like we don't use, or rather know how to use it, to its full capacity
  • Structuring of customer requests
  • Faster Customer Support
  • Increased customer engagement when they interacted within our customer communities
  • Better and faster customer solutions
I have only used Salesforce Service Cloud for these services.
It's, at the very least, worth a thorough demo from any company that requires customer support and solutions. Its ability to drive customer engagement within customer solution communities was impressive and something we were pleasantly surprised by.

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?

I wasn't involved with the implementation phase

Would you buy Salesforce Service Cloud again?

Yes

Obviously it depends on the colleague and their business needs but for a customer-facing business, Salesforce Service Cloud is extremely helpful and consolidates plenty of lengthy customer service functions.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
8
Expert directory
8
Subscription-based notifications
9
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
8
Ticket response
9
External knowledge base
9
Internal knowledge base
8
Customer portal
8
IVR
Not Rated
Social integration
8
Email support
9
Help Desk CRM integration
9