Salesforce Service Cloud: Efficient and Effective Communications Across the Globe!
May 16, 2021
Salesforce Service Cloud: Efficient and Effective Communications Across the Globe!
Score 9 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Salesforce Service Cloud
Salesforce Service Cloud allows our company to work effectively and efficiently across the globe and in different time zones from joint inboxes. It allows our teams to have full visibility overall internal and external communications. It enables our managers to obtain a full picture of team workload and performance using the dashboard and report building features. Salesforce makes it easy for every department to collaborate and to share and store information essential to daily operations.
- Accessibility: Our teams are able to work in all time zones all over the world as long as they have an internet connection. It has allowed us to expand globally.
- Collaboration: It enables our teams in all departments/regions to access the same information/data and work from shared inboxes/cases.
- Navigation: Salesforce is very user-friendly, easy to navigate and train new starters on. It allows us to be process-driven and efficient.
- Set-Up: Building and set up can be time-consuming. Report building can also be complicated.
- Omnichannel: Omnichannel feature can be glitchy, users often find assigned work disappears from inboxes if the user loses internet connection or opens a new tab.
- Improved NPS and CSAT scores as a result of more effective communications.
- ROI: Has improved customer retention as data can be more efficiently stored and accessed.
- Integration: Excellent integration with our databases.
Salesforce allows a lot more visibility and allows us to build better reporting. It is initially trickier to set up and learn, however, comprehensive training and processes have lead to increased customer satisfaction and retention.