Offrez un service client d'excellence
4.4/5 (450 avis)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.
Avantages
We are a sales and distribution company for a number of investment companies that run mutual funds, hedge funds etc. We have a GIANT list of prospects and trying to manage all of that in excel spreadsheets would be a nightmare when you consider that we operate as a team and not on an individual basis. It's easy enough to use and integrates well with outside software, such as outlook and excel. Great product for sales teams**.
Inconvénients
I'm really not a fan of the lack of a genuine support system. If you have any issues, your only option is to email the support team and they have not been very helpful in my experience. Unless you pay for the top tier of salesforce, there's no phone number that you can call. I wish they had a decent tutorial and moreover, there are some no brainer adjustments that could really improve the CRM, such as mass email integration. Perhaps there is a way, but the fact that I have not been able to figure it out or get a decent answer from support speaks to their support system.
Salesforce is the best platform out there to help you resolve your business problems! It is the best CRM that you can access anywhere; anytime!
Avantages
Salesforce helped us resolve one of the major problems in our firm. At first, we were using Excel as our Candidate and Client database, and most of the time we get troubles because of this.
There are times that we reach out a candidate who then turns out to be our client. There are times as well that we reach out to a candidate more than 5 times a day, and because of that we get a lot of "do-not-contact" requests.
With Salesforce, it helped us to create tailor-fit solution to our business problem. We were able to import all of our candidates and clients to Salesforce by just uploading our excel databases in the system. We were able to put do not contact provisioning to our clients, to candidates that are currently in process, and also those candidates who indicated that they are not actively looking.
Now, we were able to make a great relationship with our candidates and clients through Salesforce.
Inconvénients
What I least like about Salesforce is their customer support. Sometimes they are not that very good in resolving tech problems. Well, we seldom get problems so we barely need their help, but I hope Salesforce trains them well.
We have a service desk that was tracking their work through email and spreadsheets and it wasn't working for us. Salesforce Service Cloud let us move all of that to the cloud with easy case logging and tracking. We were able to integrate with Outlook so that support request emails get logged automatically and assigned to support personnel based on assignment rules we configured. We are responding to work requests and closing cases 47% faster than before and nothing gets lost or overlooked because the dashboards clearly show the status of cases and requests.
Avantages
Salesforce Service Cloud has so many features ready to use as soon as you get access. For basic service needs you could easily start using it day one and build out enhancements over time. Basic configuration is simple and quick and everything you need to track work requests and cases is pretty much there.
Inconvénients
Salesforce releases updates three times a year and they are huge. Release notes are getting over 600 pages per release and, at least for my work, we've had to change some of our custom configuration and code so that our system would work after the release came out. It's nice that they are working on enhancements but you definitely have to plan in time to thoroughly regression test everything when a release hits your lower level sandboxes.
I learned through this experience with Salesforce how to convert potential customers into regular customers. I always wondered how some small businesses stay afloat during economic times. They know how to connect with customers and they built a rapport with them overtime that they became a staple in the community. I used that knowledge and applied it to the platform and was blown away by the results.
Avantages
I could run my employers business from anywhere. This is what sold me on the job in the first place, and this software is what made it possible. It's a one-stop shop of everything you need to know about your business. I can view potential customers, how to win over current customers, get insights into how I can approve the customer experience, and so much more. I really thought this software was going to be hard to figure out or stop me from getting the job, but this software made it possible for someone to land a job and keep it. So, I applaud Salesforce for creating an amazing product and service for businesses.
Inconvénients
The only con I have about my experience with this software is the pricing, or at least what my boss have a problem with. My bosses infrastructure requires a lot of different products to make her business run more smoothly. I think it will help if there was a bundle deal for all the services she needs. I'm not exactly sure how she went about it, but I do know she wished she asked more questions as far as pricing and getting a better deal.
SalesForce is a great tool that will help small to big companies in driving revenue, and helping each company drive results and performance to each client in their business development, recruiting and lead generation efforts in just a short span of time.
Avantages
We've been using SalesForce for roughly 3 years now, and it helped us drive great ROIs due to its easy usage in terms of data entry, categorizing each client or candidate, and also the functionality it provides such as mass emails that we can add HTML codes to make it look personalized or targeted, and also the option that let us see if a client or candidate already opened the email we sent.
Our Academy, BD, and Recruiting department drove great revenue because of this, and SalesForce did a great job in helping us drive sales, and place candidates to our clients in a short span of time.
Inconvénients
What I least like about SalesForce is its downtimes. The only drawback I experience from SalesForce is the time to time down time it causes, but that was just minimal and not often so no harm really made.
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
- 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
Voici quelques-unes des questions fréquentes sur Salesforce Service Cloud.
Types de licences disponibles pour Salesforce Service Cloud :
À partir de: 25,00 $US/mois
Type de licence: Abonnement
version d'essai gratuite: Disponible
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
Nous n'avons pas d'informations sur les fonctionnalités de Salesforce Service Cloud.
Utilisateurs habituels du logiciel Salesforce Service Cloud :
Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, PME
Langues dans lesquelles Salesforce Service Cloud est disponible :
chinois (simplifié), chinois (traditionnel), néerlandais, anglais, français, allemand, italien, japonais, coréen, portugais, espagnol, suédois, thaï
Types de licences disponibles pour Salesforce Service Cloud:
Abonnement
Appareils pris en charge par Salesforce Service Cloud :
Android, iPhone, iPad
Applications s'intégrant à Salesforce Service Cloud :
FinancialForce Accounting, Five9, Freshdesk, InGenius, Planyo, Quick Base, Salesforce Social Studio, Sharpen, SmarterU LMS, Vocalcom
Ressources d'aide disponibles pour Salesforce Service Cloud :
FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo
I really like the ease of use with this CRM and the fact that it integrates with our other softwares. We operate as a sales unit, so it is essential that we are aware of what other members of the team are doing at all times, and where they stand on different leads, territories, etc. It eliminates the need for additional forms of communication, documents, spreadsheets, you name it. This is essential for any sales team out there, regardless of industry.