Best Cloud to give good Customer Service
Updated July 24, 2024

Best Cloud to give good Customer Service

Ritesh Khatri | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

It helps to provide out customers best support and it has the automation which helps to route the cases to the correct agent as per their skill set.It helps customers to get good after sales service and It helps our business to grow.we are currently using for after sales software support service. If the customer is from china so it will route the case to the china agent so it will reduce the time to solve the problem

Pros

  • Case management because once a customer fill up a web form so it will convert it into a case and our service agent can pick it up and solve it asap.
  • Omni channel routing it is a automation process to route the case to correct service agent as per their skill set .Which will help the agent to resolve the case faster and provide good customer experience like if the customer is from china so it will route the case to china service agent which will reduce the time of resolving the issue

Cons

  • Sometimes when the user replied on the closed case it will reopen create one case and reopen the old case which will give the user bad experience
  • When the agent is transferring the case it is throwing the error to the agent like there is a problem but it will not tell the agent that this case is transferred to anybody else which is giving a bad user experience
  • It is giving us good ROE because it is reducing the time of resolution by routing it to correct agent according to their skill set,Our customers are giving us good ratings on feedbacks forms.
  • Now we need less service agent as it will utilise the time of other agent
Salesforce Service Cloud gives good impact on our business it is increasing by 35% from last year
Because it has good ratings and it is easy to setup .it also has good word of mouth.

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

If you want to provide the customer good after sales experience it is very good because the things that we require after sales ,Salesforce Service Cloud is providing it into a single package and its auto assignment of cases is a very good feature like it very suited where you want to give the support within 1-2 days of raising the case it is very good but if you want to do instant response then it is not a good fit for you because it will take time to route the case to correct agent.

Salesforce Service Cloud Feature Ratings

Incident and problem management
8.8
Organize and prioritize service tickets
10
Expert directory
8
Subscription-based notifications
8
ITSM collaboration and documentation
9
Ticket creation and submission
9
Ticket response
9
Self Help Community
8.0
External knowledge base
8
Internal knowledge base
8
Multi-Channel Help
8.4
Customer portal
8
IVR
9
Social integration
8
Email support
10
Help Desk CRM integration
7

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