Salesforce Service Cloud

Salesforce Service Cloud

Offrez un service client d'excellence

4.4/5 (445 avis)

Salesforce Service Cloud - Présentation

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.

Prix

À partir de
25,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Asie, Australie, Brésil, Canada, Chine et 5 autres, Europe, Allemagne, Inde, Japon, Amérique latine

Langues

chinois (simplifié), chinois (traditionnel), néerlandais, anglais, français et 8 autres, allemand, italien, japonais, coréen, portugais, espagnol, suédois, thaï

Salesforce Service Cloud - Avis

Note globale
4.4/5
90% d'avis positifs
227
Excellent
175
Très bien
36
Moyen
5
Médiocre
2
Horrible
Patrick C.
Traduire avec Google Translate

Salesforce makes it easy to maintain a large group of sales prospects and integrates with outlook

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 04/05/2018
Provenance de l'avis : Capterra

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.

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

7.0/10
Utilisateur vérifié
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Salesforce is one of the best CRM out there!

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 10/09/2018
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Utilisateur vérifié
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Salesforce Service Cloud - Ready to go out-of-the-box

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 13/03/2019
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10
Utilisateur vérifié
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New Business Owner Tool!

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 19/10/2018
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10
Romy A.
Traduire avec Google Translate

SalesForce is the best web-based platform to do Sales, BD and Recruiting!

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 18/08/2018
Provenance de l'avis : Capterra

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10

Salesforce Service Cloud - Prix

À partir de
25,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

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

Salesforce Service Cloud - Fonctionnalités

  • API
  • Champs personnalisables
  • Gestion de la conformité
  • Gestion des flux de travail
  • Importation et exportation de données
  • Intégration de tiers
  • Monitoring
  • Notifications automatiques
  • Piste d'audit
  • Rapports et statistiques
  • Rapports personnalisables
  • Suivi des activités
  • Tableau de bord d'activités

  • Audit
  • Données en temps réel
  • Gestion des factures
  • Gestion des stocks
  • Rapports en temps réel
  • Stockage de documents
  • Suivi de l'inventaire

Plus d'informations sur Salesforce Service Cloud

Salesforce Service Cloud - Principales fonctionnalités

Avantages

- 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

Salesforce Service Cloud - FAQ

Voici quelques-unes des questions fréquentes sur Salesforce Service Cloud.

Q. Quels sont les types de licence disponibles pour 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

Q. Quelles sont les principales fonctionnalités du logiciel Salesforce Service Cloud ?

Nous n'avons pas d'informations sur les fonctionnalités de Salesforce Service Cloud.

Q. Qui utilise Salesforce Service Cloud ?

Utilisateurs habituels du logiciel Salesforce Service Cloud :

Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, PME

Q. Dans quelles langues Salesforce Service Cloud est-il disponible ?

Langues dans lesquelles Salesforce Service Cloud est disponible :

chinois (simplifié), chinois (traditionnel), néerlandais, anglais, français, allemand, italien, japonais, coréen, portugais, espagnol, suédois, thaï

Q. Quels sont les types de licence disponibles pour Salesforce Service Cloud ?

Types de licences disponibles pour Salesforce Service Cloud:

Abonnement

Q. Salesforce Service Cloud prend-il en charge les appareils mobiles ?

Appareils pris en charge par Salesforce Service Cloud :

Android, iPhone, iPad

Q. Avec quelles applications Salesforce Service Cloud peut-il s'intégrer ?

Applications s'intégrant à Salesforce Service Cloud :

FinancialForce Accounting, Five9, Freshdesk, InGenius, Planyo, Quick Base, Salesforce Social Studio, Sharpen, SmarterU LMS, Vocalcom

Q. Quelles sont les ressources d'aide disponibles pour Salesforce Service Cloud ?

Ressources d'aide disponibles pour Salesforce Service Cloud :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo

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