Avis clients sur Salesforce Essentials

Avantages

This software is awesome. It takes the stress out of constantly updating your CRM by making it seamless and integrated with our email. It captures a lot automatically, giving my team more time to close deals. We love the customizable pipeline features as well. Great software overall.

Inconvénients

I have hard time thinking of cons for this software. It was so easy for my team to implement. It is expensive I guess, that'd be the only con.

Avantages

Time management and organization are the top reasons to use this software. Being able to include information on new prospects and clients is very helpful and it's easy to add to do items. The sales funnel process is user friendly and easy for other employees to view.

Inconvénients

It can be hard to create clear expectations between management and employees on what information or processes should be done. With so many options of where to save information it can look like information is missing if you don't look in the right place. Processes should be put in place by each organization to clarify how to use the software.

Avantages

Simple UI
Simple workflow building and management

Inconvénients

Extremely limited in its capabilities
Desk Support reps are not thorough when reading emails
ETA's on fixes/patches pushed back for months

Avantages

It is very user friendly. My team mates and I can navigate through our system with no complications.

Inconvénients

Not getting a pop-up message (notifications) w/o an additional feature is probably what I like least about Desk.com.

Avantages

most comprehensive crm out there
pretty much has solution for any business problem easy to scale and develop

Inconvénients

learning curve
expensive licensing
need some sophostication in customization
license per user and has some limits of what u csn do overall

Avantages

Way better option for customer support than just a basic email account. Really nice options for setting up a support site

Inconvénients

Really poor live chat option. No customer website traffic integration. This ultimately caused our move to Intercom

Avantages

I like that it's a way for the whole office to stay on the same page. I appreciate the fact that it can integrate all of the email addresses that we use. Especially helpful when working remote.

Inconvénients

After using other software systems from SalesForce this one was a let down. The price didn't seem that much more appealing for the awesome features it leaves out.

Avantages

-Out of the box it's ready to go
-Intuitive interface
-Ability to customize and add modules as needed
-Collaboration for transparency on deal flow and pipeline as well as activities

Inconvénients

There's nothing in particular I dislike about Salesforce Essentials

Avantages

- Provides a nice clean interface that does not have too rabbit holes to fall into
- Quick to update and have never noticed any latency issues
- Easy to navigate and link to other tickets/items that should be addressed by the respective teams

Inconvénients

- Have heard that this software will be retired soon

Avantages

Having a virtual office and always out and about, the tool allows me to access and add records on the go.

Inconvénients

the lower version allows limited customization but it is easy to adapt.

Avantages

We use desk.com for all support interactions. It was priceless for the support team to be able to route support requests to support members, and keep track of all interactions for each client to spot issues with our support team, or issues with the client being too much of a drain on our support resources. The statistics are neat too. We had some healthy competition with some of the support stats (how many emails, calls taken, etc.) Being able to see how many positive rated interactions was the ultimate statistic to have. Their API is essential to integrating notes and other issues into 3rd party solutions.

Inconvénients

This had a learning curve. They were also going through completely switching the UI at the time, so having a beta was nice, but some features were only available in the classic interface. The new one is much better and pleasing to the eyes.

Avantages

Desk is extremely customizable. We have a bunch of different inbound emails that automatically tag and assign tickets which saves us a lot of time. You can set up almost any combination of rules for inbound tickets to make sure your most important customers get prioritized and the right people get assigned to help.

Desk also has an API that you can use to build a help center experience on top of their platform. We use it internally for bug reporting and feature requesting and our portal creates tickets right in desk.

Inconvénients

Desk isn't very user friendly. Once it's set up it's works really well but it takes a lot of time to learn all the nuances of the configuration.

The analytics have issues. Some of the metrics like last log in will show that I last logged in a month ago when I've logged in every day and am in fact logged in at the time. We don't use the metrics but if your customer service department relies on them that could be problematic.

Avantages

As a helpdesk case tool, it works. Great for simple troubleshooting and just general inquiry cases where by correspondences are kept to a minimum.

Inconvénients

Sold as having great integration with Salesforce, but the integration is extremely difficult to setup and not all fields are integrated. Everyone needs to have a Salesforce license to be able to use the desk tool properly and that gets very expensive. DO NOT try to use the tool as a task manger or PM supplement as it does not work well for these functions. There is also no place to store Client level notes in the tool itself so if someone was backing you up, there would be no place for them to reference client preferences or standard operating procedures for a specific client from Desk itself.

Avantages

Creating leads and contacts in Salesforce is a breeze with this tool. I love that I can instantly add a customer and log their email in Salesforce. I love the ability to add meeting invites or email templates to an email with a couple of clicks. Salesforce IQ has saved me hours of data entry into Salesforce. I don't know what I would do without this tool now that I have used it for close to two years.

Inconvénients

In the last few months something changed in the way that it pulls the data when you go to add a contact. The previous version use to pull all of the information automatically and now I have to manually add a lot of the information. It is still quicker than adding new contacts into Salesforce but it does require a few more steps. I also wish there was more insight into who opened an email or web link when you include multiple people on an email.

Avantages

Salesforce allows my animals hospital to have better communication between staff and volunteers

Inconvénients

Search engine key words is not always able to direct to correct patient

Avantages

I loved the fact that they worked on the integrations and being able to make things to the mainstream. I was able to quickly show other workers how to use this product and quickly incorporate it into our business. This is a lot easier than our last software.

Inconvénients

Running the reports is something we would all have a bit of trouble to do, there would be little things here and there that prevented our productivity. There are also some filters or basic features that should be fine-tuned a bit more but nothing too bad.

Avantages

Desk has been getting things done for us. We've got teams, we can pass tickets easily, tags help to connect disparate tickets.

Inconvénients

The search/filtering is broken (and has been for as long as I've used the software), it works at about 98% accuracy. You can't really rely on a search of 'all tickets assigned to X' to find every ticket, or "all resolved tickets in X department", and etc. Frustrating when reporting or setting up custom views and such. Similar in frustration created, is the limitations around what fields you can search/sort by. It's always a pet-peeve of mine to see software limit these things.

Avantages

Sales reporting feature is the most I like. IT easy to use drag and drop feature to customize, the reports and filters features and setting the date range options are the feature that makes it the top feature.

Inconvénients

help to solve any abnormality in the data. The feature shows only the problem and does not give any suggestive pointers to correct that.

Avantages

Few features stand out - like the advance search option, mass actions, easy export, their helpful & courteous support team, lesser pricing than Zendesk, doesn't have bloat like zendesk.

Inconvénients

Reports are still a step behind, lack of integration of certain apps(limited apps) that helps in workflow

Avantages

Collect, track and manage all your support tickets in one spot. Our company uses Desk.com for our customer support tickets. It keeps us organized and on-top of our customers needs.

Inconvénients

There is nothing that I do not like about desk.com. The software meets all of our customer support needs.

Avantages

I like how it makes finding information around different users and files easy, also it has helped me organize my work better

Inconvénients

it has too much updates and it changes how it looks, this way, once it updates it is hard to understand how to use it

Avantages

Everything is contained in one spot. I have the ability to manage my pipeline, create my calendar and add new contacts.

Inconvénients

Not all the same functions exist on the ap that exist on the desk top feature. Also, you cannot run excel reports out of Salesforce

Avantages

It is easy to use DESK and submit tickets and track and search for your submitted tickets to see the status of those tickets.

Inconvénients

It is easy to search but I do believe there could be additional ways to search more easily and produce more accurate results.

Avantages

multiple channels can be integrated, including social media posts. there's a live character counter for agents when writing responses.

Inconvénients

SMS had to be integrated with an outside provider. slow, lacking features or any promise of a roadmap, reporting inaccurate. downtime and maintenance (both scheduled and responsive) very frequent - basically daily. since "next gen agent" was released 2+ years ago, this product has never improved. account manager never even bothered to elude to changing anything. as our contract was coming to an end, we asked, "why should we stay with desk?" and the response we got was verbatim, "great question...[30 seconds of silence]". salesforce stopped investing money into this product long ago, and subsequently, even the smallest crm companies these days are lightyears ahead in terms of functionality and reliability.