Great system for managing tough customer service work
Updated June 07, 2025

Great system for managing tough customer service work

Kirsten Cornell | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with SAP Service Cloud

We use SAP Service Cloud to monitor and promptly respond to inquiries from our clients and customers. It helps our team members to stay organized and respond the same on all channels of communication. It has helped us remove some issues we were facing earlier, like complaints from our clients and customers regarding late replies and miscommunication issues.

Pros

  • Quickly sends customer questions to the right person
  • Shows all customer messages in one place
  • Helps move urgent problems up the chain quickly
  • Works well with other company tools to keep everything connected

Cons

  • The mobile app doesn’t have all the features
  • Some automation tools are basic
  • It’s not always easy to keep track of customer messages
  • Helped answer customer questions faster
  • Helped our team work better together and keep more customers
  • Gave us useful reports to make smarter decisions and get better results
  • Saved money by automating tasks and reducing mistakes
If I answer this question honestly, then I was not a part of the installation of the platform. The integration it offers with other tools is outstanding for us. Our IT team handles the integration, so as users, we don't have to worry about it either. We get the system ready to use condition if we still face any issues; then the IT team and support team from SAP are there.
Our long-term client retention has been facilitated by SAP Service Cloud. They do not want to leave us now that we are in clear communication with them, and when they tell other customers about their experience, they want to work with us as well. So finally I will say that it is helping us to increase the revenue of our company as well.
Zoho Desk is the ultimate software for clear communication, but when we compared these two according to our needs, we found out that SAP Service Cloud is the best option for us. Since it provides everything in one location, Zoho Desk is somewhat lacking in this area. That was the reason for choosing SAP Service Cloud.

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

Previously, our customers were largely dissatisfied because we lacked a specialized tool to address their questions, so I am giving it a 9 out of 10 because it has helped us keep them satisfied. However, SAP Service Cloud is now available to assist us with our clients' issues, allowing us to keep them informed about issues and their resolutions.

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