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Best customer service offering tool
November 05, 2023

Best customer service offering tool

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

Overall Satisfaction with SAP Service Cloud

As being as a analyst I have to maintain the records of emails, calls and other social sites data in collated form. But with the help of SAP Service Cloud tool I can pull all the data into one place which helps me to respond my clients queries instantly and effectively instead of going different channels. It streamline my team workload according to the priority and category wise and my team pick the request accordingly without missing any deadline.
  • It makes my all emails, call logs and other data into one place and my team can easily pick the data as per priority wise.
  • It helps to respond my customer queries very instantly without missing any one the emails.
  • Also it helps to identify the duplicate questions so that we can easily take teh reference from the previous solutions.
  • Improvement in cloud connectivity in remotes having network issue
  • We face challenges sometimes to integrate a chat tool
  • I have observed a very drastic time drop while replying to our customers queries.
  • It saves a lot of time and human effort to categories the things.
  • It improves my team's feedback.
Sometimes it creates a problem to integrate with a chat bot or tool. Which is quite hectic and toughest time for my team. Otherwise it is good tool as I have heard also from my other colleges that it makes the integration smooth.
Yes , I saw a drastic change in our feedback score which is increasing from the past few years. Beacuse of this my team effectively responded to each email on the proper timeline and also refering the same query from the previous solutions provided to my any previous customer. It saves a lot of time and manual effort as well

Do you think SAP Service Cloud delivers good value for the price?

Not sure

Are you happy with SAP Service Cloud's feature set?

Yes

Did SAP Service Cloud live up to sales and marketing promises?

Yes

Did implementation of SAP Service Cloud go as expected?

Yes

Would you buy SAP Service Cloud again?

Yes

It is well suited when we need to collate the data from different channels and make it into one place so that we can work on that. With this tool we can manage our data at one place as it pulls together all chats, emails and other data together and it categorise and set the priority accordingly so that my team can pick the request according to the priority wise and respond to each query in a very effective way. It saves a lot of time for us.