Salesforce Service Cloud  

Avis sur Salesforce Service Cloud

Salesforce Service Cloud

Offrez un service client d'excellence

4.17/5 (36 avis)
12 267     12 801

Le Service Cloud de Salesforce vous offre tous les outils pour une gestion optimale du service client et un renforcement de la relation client.

Vous pouvez notamment gérer toutes vos requêtes, via n'importe quel canal en ligne, au sein d'une interface unique et ergonomique, trouver rapidement les réponses pertinentes dans votre base de connaissances, en donner l'accès en libre-service à vos clients, et créer un espace communautaire afin de réduire vos coûts et permettre à vos clients de s'entraider, le tout en supervisant les échanges.
www.salesforce.com

Salesforce Service Cloud Reviews (36)

Latest reviews

 Salesforce Service Cloud is Universal

I have used Salesforce at work for multiple tasks ranging from creating account directory for merchants and customers to building detailed pages for several products to be processed for website publishing. One of the problems we were trying to solve is how to maintain a big directory platform of ...

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Reviewed 9 mars 2016 by Account Payable / Finance -Tax

 

 Valuable Time Saver

I've used this app primarily while conducting marketing efforts. It has been particularly valuable to me as I previously had to contact one of my analysts in the office to provide information on upcoming meetings/contacts. Now, I am able to easily pull the data and log info myself - cutting out ...

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Reviewed 8 mars 2016 by Associate

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Category Leaders

Avis
Intégrations
Mobile
Media
Sécurité

#9 sur Gestion d'Incidents

Voir le classement complet
64
13
11
4
16
20

#10 sur Service Client

Voir le classement complet
64
13
11
4
16
20

Ce classement résume les 25 applications les plus populaires sur GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Captures d'écran (5)

Salesforce Service Cloud screenshotSalesforce Service Cloud screenshotSalesforce Service Cloud screenshotSalesforce Service Cloud screenshotSalesforce Service Cloud screenshot

Sécurité

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

Yes
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
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Spécifications

Utilisateurs types
Grands Comptes (> 500 salariés), Moyennes PME (50-499 salariés), ONG, Petites PME (<49 salariés)
Supports compatibles
Linux, Mac, Windows, Web, Windows Phone, Site Web Mobile
Géographies
Allemagne, Amérique Latine, Asie, Australie, Brésil, Canada, Chine, États-Unis, Europe, Grande-Bretagne, Inde, Japon, Mexique, Moyen-Orient et Afrique
Langues
Allemand, Anglais, Chinois (Simplifié), Chinois (Traditionnel), Coréen, Danois, Espagnol, Finlandais, Français, Hollandais, Italien, Japonais, Portugais, Russe, Suédois, Thai
Support
Assistance en Ligne, Base de Connaissances, Téléphone, Tutoriels Vidéo

Tarifs

À partir de: $75.00/mois
Modèle: Abonnement, Essai Gratuit, Open-source

Prix par utilisateur et par mois. Modèle abonnement - Essai gratuit : 30 jours (sans CB)

- Professionnal (70€/utilisateur/mois) : Service et support de base pour les équipes de toutes tailles

- Enterprise (145€/utilisateur/mois) : Service client pour l'entreprise

- Performance (315€/utilisateur/mois) : Extension CRM pour accélérer les performances

Competitors Pricing

JIRA Service Desk

À partir de: $10.00/mois
Modèle: Abonnement, Essai Gratuit

C2 ATOM

À partir de: $50.00
Modèle: Abonnement, Essai Gratuit, Licence Perpétuelle

Samanage

À partir de: $19.00/mois
Modèle: Abonnement, Essai Gratuit

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Fonctionnalités

  • Goals, coaching, and rewards for teams
  • Dynamic Knowledgebase
  • Live Agent Web Chat
  • Contract & Entitlement Management
  • Workflow & Approval Automation
  • Agent & Team Collaboration
  • Social Integration
  • Web & Email Case Capture
  • APIs
  • Case Management (Auto-assignment, rules & queues)
  • CTI Integration
  • Asset Management & Product Tracking
  • Role Permissions
  • Customizable Reporting & Analytics
  • Multi-Lingual
  • Customizable Agent Console
  • Mobile
  • Self-Service Community

Bénéfices

- Augmentez la satifaction de vos clients
- Améliorez la productivité de vos collaborateurs
- Offrez un service client multicanal d'excellence
- Réduisez vos coûts de support client

Alternatives à Salesforce Service Cloud

Analyse Produit

Customers are no longer willing to wait until the next business day to receive responses to their queries and complaints. Salesforce Service Cloud, built on the Salesforce1 Platform, provides organizations with a way to embed one-touch service directly into their products, with multi-channel support designed for today’s nonstop world.

Service Cloud provides agent with tools for quickly managing customer cases, using consoles, communities, knowledge bases, collaboration, social service, and multi-channel support features. In some cases, organizations can even create online support communities where customers are able to find their own answers to common concerns or questions.

Qu'est-ce que Salesforce Service Cloud ?

Service Cloud is a customer support solution designed for businesses of any size. Businesses are able to provide top quality customer service across every channel, and they can connect with customers on their own terms. Agents are able to provide customers with service through social media, and they can collaborate with other agents through integrated Chatter feeds.

Because Service Cloud is completely cloud-based, agents are able to manage cases from anywhere, at any time. Customer feedback and satisfaction levels can be tracked from any smartphone or tablet device using Salesforce’s mobile app and real-time dashboards.

Fonctionnalités Clés

Managing Cases

With Service Cloud, agents can juggle multiple cases at once. By unifying the agent experience into one platform, Salesforce has created a way for agents to respond to multiple support requests through multiple channels. Cases can be managed on both desktop and mobile devices.

The console is your primary case management interface, and it’s the place you’ll visit to get an idea of how your customers are feeling on a day-to-day basis. By putting as much information as possible onto one page, Salesforce has decreased the amount of clicking and scrolling you’ll need to do when finding, updating, and creating new records. You can even see visual indicators that update in real-time when lists or records are changed by other agents on your team.

Creating Knowledge Bases

Agents are able to create and manage content, which Salesforce calls “articles,” within their companies’ knowledge bases. These articles can be an excellent resource when agents are looking for the answers to questions that are infrequently asked by customers.

To improve the efficiency and effectiveness of your knowledge base, create separate article types and categorize articles to allow administrators to control article visibility. For example, some articles may be accessible to agents-only, and other articles may be accessible to both agents and end-users.

Collaborating With Agents

Nobody knows all the answers. Service Cloud capitalizes on this by introducing a way for agents to quickly solicit advice and feedback from colleagues through the Salesforce platform. Using Chatter, agents are able to escalate cases to experts who have experience managing similar situations.

Because Service Cloud is built on the Salesforce1 Platform, it is easy to integrate the solution into your existing Chatter feed. From your desktop or mobile device, you can communicate with colleagues in real-time, asking for advice on how to handle difficult situations or handing off specific cases to experts within your department.

Enabling Self-Support

Using Service Cloud Communities, customers can find the answers to their own questions without relying on the help of a dedicated company agent. Regardless of the device a customer is using, self-service tools make it easy to troubleshoot and ask for help from other users within a supportive community.

When you enable Service Cloud Communities, you’re able to add support tabs to your apps, Facebook pages, and mobile websites. Through these support tabs, your customers can browse articles and community posts, and they can find answers to their questions without submitting a ticket to one of your agents. Service Cloud monitors all customer inquiries, and those that aren’t resolved on their own are ultimately flagged for follow-up by an agent on your team.

Mobilizing Customer Service

Service Cloud is available on more than just desktop devices. Using the solution, companies can offer their customers immediate service and support through any mobile device, as well. Using apps or mobile sites, customers can find the right products, get answers to their questions, and watch demonstration videos.

When customers still have questions even after using Service Cloud’s self-service mobile tools, they’ll often start chat sessions with agents from inside the mobile app. As a company service manager, you can participate in these sessions. You can also track agent productivity levels and customer satisfaction through your own mobile device at any time.

Intégrations

Service Cloud is built on the Salesforce1 Platform, and as a result, it is fully integrated into the Salesforce ecosystem. Users are able to customize their business processes and leverage any pre-built integrations they may have with ISV and partner applications. Service Cloud integrates with Desk.com.

Tarifs

Service Cloud is available with three levels of pricing. The most inexpensive option is the Professional plan, which costs $65 per user, per month. Next up is the Enterprise plan, which costs $135 per user, per month. Finally, large organizations can select the Performance plan at $300 per user, per month.

Conclusion

  • Provides businesses with ways to embed one-touch service directly into their products

  • Built on the Salesforce1 Platform

  • Agents can host live chats through desktop or mobile

  • Create self-service customer communities

  • Complete social integration

Vidéo

Qui est l'utilisateur type de Salesforce Service Cloud ?

Because Salesforce 1 Service Cloud is available in multiple editions, the platform can be utilized by businesses in a number of different industries. Businesses that use Salesforce 1 Service Cloud range from the smallest organizations—including small contact center teams that need access to basic services and support functionalities—to some of the largest companies in the world.

Among the businesses that have adopted Salesforce 1 Service Cloud, the solution is often utilized by employees within every department. Customer support agents are the most frequent users of Salesforce 1 Service Cloud. However, project managers and even upper level executives can rely on the solution, as well.

Voir l'Analyse Produit

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