1. Home
  2. Customer Engagement Platforms
  3. SAP Service Cloud Reviews
  4. User Review of SAP Service Cloud
Your friendly neighborhood customer service platform
November 20, 2023

Your friendly neighborhood customer service platform

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with SAP Service Cloud

SAP Service Cloud helped us streamline all the customer touchpoints right from the tracking of support requests, customer details, and past exchanged notes with the customer. Its seamless integration with other software especially the ones used by the product and engineering team helped us cater to the customer in the best possible manner. The automation and the analytics really helped us scale our operations.
  • Tracking of the past customer data
  • Analysis available for the service tickets
  • Seamless integration with other softwares
  • Pricing is a bit on a higher side
  • The UI could be made ever evolving keeping in mind the changes in the customer service landscape
  • Customizations according to requirements could be helpful
  • Helped us improve our agents productivity
  • Improved the overall efficiency of the service team
  • Helped reduce the response metrics
The reason why I am rating it as 9 is because it genuinely helped us improve our performance and increase productivity. If I take away the pricing quotient which is slightly on the higher side and the time taken to Implement, it is comprised of features that do the job expected out of the tool.
It helped us improve our response metrics, our customer satisfaction score, categorization of the tickets, first contact resolution rate, and proper prioritization of the tickets. Our two most important metrics i.e. response metrics improved by 3-4X while the CSAT score improved by 35% after the implementation of the software.
We evaluated 4-5 software and also thought of building one in-house but after a thorough evaluation, we decided to go ahead with SAP Service Cloud. SAP Service Cloud met our integration requirements better than the other products we evaluated. While the pricing could be a bit on the higher side, the terms of the contract were good.

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

Yes

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

We were looking for a platform that could help us scale our customer satisfaction, reduce tasks that can be automated, and improve efficiency. SAP Service Cloud's Ticket intelligence feature helped us categorize the tickets raised by customers which helped us improve our response metrics by better prioritizing the tickets raised by customers.