15 ans à aider les entreprises belges
à choisir le meilleur logiciel

En savoir plus sur Salesforce Service Cloud

Service Cloud 360, l'une des meilleures plateformes de service client, permet aux entreprises de stimuler un engagement transparent pour l'ensemble du parcours client.

En savoir plus sur Salesforce Service Cloud

Avantages:

Salesforce is a powerful swiss army knife, with plenty of features and capabilities to cover a multitude of use cases.

Inconvénients:

Sometimes is a little bit confusing on the new front end.

Salesforce Service Cloud - Notes

Note moyenne

Facilité d'utilisation
4,1
Service client
4,2
Fonctionnalités
4,4
Rapport qualité-prix
4,1

Probabilité de recommander le produit

8,1/10

Salesforce Service Cloud a reçu une note globale de 4,4 étoiles sur 5 d'après 763 avis d'utilisateurs publiés sur Capterra.

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Filtrer les avis (763)

Narendhar
Narendhar
Software Developer
Utilisateur LinkedIn vérifié
Banque, 10 000+ employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur

Outstanding Customer Service Platform

5,0 il y a 4 ans
Sous-titres en français disponibles pour la vidéo
Rachid
Responsable commercial (Maroc)
Production alimentaire, Auto-entrepreneur
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur

Utilisateur sales force

4,0 il y a 12 mois

Avantages:

Système de planification et classification des données très performant

Inconvénients:

Rien pour le moment que je peux qualifier comme aspects moins apprécié

Gabriel
Business developer (France)
Gestion d'organisme à but non lucratif, 201–500 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur

Une référence en CRM

5,0 l’année dernière

Commentaires: Salesforce Service Cloud est une plateforme de service client exceptionnelle qui offre une expérience client optimale sur tous les canaux. Bien que le coût puisse être élevé pour les petites entreprises et que la mise en place puisse prendre du temps, les avantages tels que l'automatisation des tâches, la gestion des cas et la personnalisation des interactions en font un choix idéal pour les entreprises qui souhaitent offrir un service client exceptionnel.

Avantages:

Permet aux entreprises de fournir un service client exceptionnel sur tous les canauxÉconomise du temps et de l'argent grâce à l'automatisation des tâchesAméliore la résolution des problèmes grâce à une gestion de cas efficaceOffre une expérience client personnalisée pour fidéliser les clientsFacilite la collaboration entre les équipes de service client

Inconvénients:

Le coût peut être élevé pour les petites entreprisesLa mise en place peut prendre du temps et nécessiter une assistance techniqueL'interface utilisateur peut être complexe pour les nouveaux utilisateurs

Bastien
Developpeur (France)
Internet, 2–10 employés
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur

outil de ticketing

5,0 il y a 10 mois

Avantages:

permet d'intégrer le ticketing avec la version de salesfroces. Très pratique si le reste de la suite est déjà déployée (contrairement à l'utilisation croisée avec Service Now)

Inconvénients:

Temps de prise en main et de déploiement pour les équipes avec le reste de la suite

Jeannette
Jeannette
Gestionnaire (Togo)
Utilisateur LinkedIn vérifié
Vente au détail, 2–10 employés
Temps d'utilisation du produit: Essai gratuit
Provenance de l'utilisateur

Logiciel de centre d'appel

4,0 il y a 8 mois

Avantages:

Le produit est doté d'une grande fonctionnalités qui m'aide pour la gestion de services clients, très professionnel et simple.

Inconvénients:

Bravo à l'équipe assistante de ce produit, je l'apprécie énormément et je ne reproche rien pour le moment.

Laurent
Laurent
Gestionnaire (Togo)
Utilisateur LinkedIn vérifié
Immobilier commercial, 2–10 employés
Temps d'utilisation du produit: Essai gratuit
Provenance de l'utilisateur

Logiciel de Centre d'appel

5,0 il y a 8 mois

Avantages:

Simple et efficace pour la gestion clientèle grâce à ses fonctionnalités. Très cool et professionnel.

Inconvénients:

C'est un top produit de messagerie et de centre d'appel. Je n' ai pas encore eu d'inconvénients. Je le recommande

Akou Kafui
Akou Kafui
Gestionnaire (Togo)
Utilisateur LinkedIn vérifié
Immobilier commercial, 2–10 employés
Temps d'utilisation du produit: Essai gratuit
Provenance de l'utilisateur

Logiciel de Centre d’appel

5,0 il y a 8 mois

Avantages:

Très pratique et très performant pour apporter son aide aux entreprises. Avec de tte bonne fonctionnalités. Je le recommande.

Inconvénients:

Super produit et simple à utiliser et très performant . Je n’ai pas d’inconvénient.

Marion
Responsable CRM (France)
Marketing et publicité, 51–200 employés
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur

Un excellent logiciel SAV

5,0 l’année dernière

Avantages:

Salesforce Service Cloud ne regorge pas de fonctionnalités mais permet de gérer facilement les tickets de support client, les interactions sur les réseaux sociaux, les connaissances clients, les chatbots et les analyses de performances dans notre cas. Le point fort réside pour nous dans la personnalisation de l'outil

Inconvénients:

Dans un milieu / environnement restreint, Salesforce Service Cloud peut être plutôt onéreux. Nous envisageons d'ailleurs de changer de solution pour une moins chère. La courbe d'apprentissage est également longue et il faut le prévoir dans les ressources.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Vente au détail, 11–50 employés
Temps d'utilisation du produit: Essai gratuit
Provenance de l'utilisateur

CRM complet

4,0 il y a 2 ans

Avantages:

CRM vraiment complet et puissant. Les relances automatiques sont vraiment utiles pour les petites structures

Inconvénients:

Logiciel vraiment très cher pour des petites structures. Difficile de le rentabiliser.

Lekmane
Digital Analyst (France)
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du produit: 1 à 5 mois
Provenance de l'utilisateur

Mon expérience avec Salesforce Service Cloud : un outil de service client exceptionnel

5,0 l’année dernière

Commentaires: L'expérience globale d'utilisation de Salesforce est souvent très positive, offrant un ensemble complet de fonctionnalités pour une gestion efficace du service client.

Avantages:

J'ai apprécié la flexibilité, la personnalisation et la facilité d'utilisation de Salesforce, ainsi que son excellent support client et son évolutivité pour répondre à nos besoins.

Inconvénients:

J'ai noté que le coût est un peu élevé pour les petites entreprises comme la notre, tandis que j'ai signalé des problèmes de performance.

Elizabeth
Elizabeth
Senior Director Of Digital Marketing (É.-U.)
Utilisateur LinkedIn vérifié
Vente au détail, 5 001–10 000 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur

Excellent for data tracking and analysis

5,0 il y a 2 ans

Commentaires: This platform allows me to visualize, analyze the progress that has been made during the day, week, month or year because it allows me to store and manage important data about my company, since it allows me to observe the sales, the service provided, the campaigns of marketing that have been launched, the flow of trade that has been obtained, the productivity of the company, etc. This allows me to access the platform on any device since this platform is cloud-based, it also has a mobile version.

Avantages:

I like salesforce because it is a client management administration platform where I can have much more personalized attention according to the needs of clients. It helps me with the direct connection with my customers, manage business opportunities since I can automate to establish and negotiate marketing campaigns so that they are more effective with Pardot, this helps me with the unification of the sales department with the marketing department allowing me to attract, select candidates and minimize the sales cycle.

Inconvénients:

The initial setup is a bit complex and takes time.

Kelly
Kelly
Design Engineering Manager (É.-U.)
Utilisateur LinkedIn vérifié
Logiciels, 1 001–5 000 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur

Best-in-class CRM and support solution

4,0 il y a 9 mois

Commentaires: It's a win-win for both your business and your customers. Customer service has been boosted as a result. The help and service provided to customers has improved. It makes work more adaptable and scalable.

Avantages:

Anyone can pick it up and start using it right away. Numerous special functions help users grasp the situation and perform effectively. Learning about and using Salesforce is a requirement of using Service Cloud.

Inconvénients:

I wish I could send out a mass email to all of my accounts and track their activities in one place. In a broad sense, that would assist advisors save time. It would be convenient if a call could be recorded for more than two accounts at once.

Jayson
Founder (É.-U.)
Immobilier, 2–10 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur

Service Cloud is a Game Changer

5,0 le mois dernier Nouveau

Avantages:

Service Cloud can integrate to many many platforms including telephony systems and most websites via API. Queue management, approvals, email and web to case are huge for tracking. Approval processes are available which is particularly helpful when training new employees.

Inconvénients:

Salesforce in general is expensive. The UI is a bit dated out of the box. It takes a bit to get it up and moving and it generally needs a specialist. Once its running, life is grand but the set up process is not always pleasant.

Govindraj
Head of Support (Inde)
Hôtellerie, 11–50 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur

Complex customer support software

2,0 il y a 4 ans

Commentaires: We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk.

Avantages:

Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.

Inconvénients:

It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.

Rodrigo
Senior Customer Success Partner (Irlande)
Logiciels, 1 001–5 000 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur

Perfect CRM for a company

5,0 il y a 2 mois Nouveau

Commentaires: my overall experience is very positive with Salesforce and for sure I am still a learner as they have lots of great tools still to be explored.

Avantages:

What I love most are the reports that we can create based on the information that we want to see

Inconvénients:

I think that could be very cool to create a feature for reminder that could pop up on our page when we log into Salesforce.

Joemar
Customer Service Sspecialist (Philippines)
Banque, 10 000+ employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur

Salesforce Review

5,0 il y a 4 semaines Nouveau

Commentaires: I am very impress with Salesforce since it can be used for incoming, outgoing calls and chat support

Avantages:

The user interface is less complicated and the ticket are well organize

Inconvénients:

It freezes during new changes are being implemented

Dawn
Ops Mgr (É.-U.)
Automobile, 2–10 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur

Sales Force comes with all the force!

4,0 il y a 2 semaines Nouveau

Avantages:

I love customer management as well as employee tasking and account detail

Inconvénients:

There's not a whole lot I don't like about Salesforce it gives you every bit of information on every customer and every aspect of every customer account

Luciana
Luciana
Client Partner (Portugal)
Utilisateur LinkedIn vérifié
Marketing et publicité, 1 001–5 000 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur

The ultimate tool for sales and CRM

5,0 le mois dernier Nouveau

Avantages:

I love how customizable it can be and how it makes sales and management life’s easier. Perfect as a information center and also pipeline visibility tool.

Inconvénients:

It’s not intuitive at all. Training is necessary.

Max
Investor (É.-U.)
Immobilier, 2–10 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur

It’s not mobile responsive

4,0 le mois dernier Nouveau

Commentaires: I wish it could be responsive on mobile devices.

Avantages:

Contact database management is easy. You can keep track of clients.

Inconvénients:

The system is not responsive on mobile devices.

Gamze
Gamze
Data Scientist (Turquie)
Utilisateur LinkedIn vérifié
Services financiers, 10 000+ employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur

Great for Service Management

5,0 il y a 2 mois Nouveau

Commentaires: Overall, although costly, a great tool to maintain service management data sets.

Avantages:

We can easily manage all the service data thanks to this tool.

Inconvénients:

It does not support small sized services, which is not great for our operation.

Letlet
Sales and Marketing (Philippines)
Vente au détail, 11–50 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur

Step Up Your Customer Service Game with Salesforce Service Cloud

5,0 l’année dernière

Commentaires: Prior to implementing Service Cloud, we were struggling with a variety of customer service and support issues. Our team was spending far too much time managing customer data across multiple systems and channels, and as a result, we were not providing the level of support and service that our customers deserved.However, since implementing Service Cloud, we have seen a significant improvement in our customer service and support capabilities. We have been able to provide a more personalized and effective customer experience. In terms of specific business problems that Service Cloud has helped us to solve, there are many. For example, we are now able to more efficiently manage customer cases, allowing our team to resolve issues more quickly and effectively.Overall, my experience with Salesforce Service Cloud has been nothing short of exceptional.

Avantages:

Utilizing Salesforce Service Cloud has significantly improved my work as a sales and marketing professional. The fact that Service Cloud provides me with a comprehensive view of our customers is one of the best features. As a result, I am able to provide a more individualized and successful customer experience and gain a deeper comprehension of their preferences and requirements.I'm also very happy about the platform's support across multiple channels. I am able to provide a seamless customer experience regardless of how customers choose to interact with us because I am able to communicate with them through a variety of channels, including email, chat, phone, and social media. As a result, I have been able to strengthen my relationships with our clients and increase their brand loyalty.In general, Salesforce Service Cloud has revolutionized my career in marketing and sales.

Inconvénients:

There have been some obstacles in the way. The platform's complexity is one of Service Cloud's major drawbacks. For those who aren't familiar with the platform, setting up and customizing the system can be difficult. However, I have discovered that the time and resources invested are well worth it in the long run.The cost of Service Cloud could also be a problem. Particularly for smaller businesses or those with limited budgets, this is an investment that must be taken seriously. In general, although Service Cloud faces some difficulties, I believe that the platform's advantages far outweigh any drawbacks.

Patrick
Patrick
Vice President - Sales (É.-U.)
Utilisateur LinkedIn vérifié
Services financiers, 11–50 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur

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

4,0 il y a 6 ans

Commentaires: 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.

Justin
Enablement Specialist (É.-U.)
Articles de sport, 1 001–5 000 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur

Service Cloud Review

5,0 il y a 7 mois

Commentaires: Overall, Salesforce Service Cloud has been a huge improvement for our company compared to our previously used CRM. There are an incredible amount of options available to you to get the most out of the tool and it has become a critical piece of technology for our organization.

Avantages:

Salesforce Service Cloud is a one-stop-shop for our business. It provides a well-organized customer list, allowing us to quickly reach our customers with important business updates. It also provides us a central location to house all of our internal and external training documents, with the ability to quickly and easily update them as things change. We are able to customize the look and feel to meet our business needs and have access to incredibly important data on our productivity, customer needs and internal development needs.

Inconvénients:

There is such a sheer amount of data available through Service Cloud, that it is best to have a team of knowledgeable Salesforce support teams members who are able to design the right layout and to access and share important information.

Weronika
Manager (Pologne)
Meubles, 201–500 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur

Salesforce Service Cloud

5,0 l’année dernière

Commentaires: My overall experience with Salesforce Service Cloud has been positive, as it provided a powerful and comprehensive solution for managing customer service operations. While there were challenges in terms of complexity and cost, it significantly improved our ability to deliver personalized and efficient customer support.

Avantages:

One aspect I liked most about Salesforce Service Cloud was its comprehensive and centralized view of customer data, enabling efficient case management and personalized customer interactions. The platform's robust automation and AI-powered features, such as chatbots and knowledge base, greatly enhanced our customer service operations.

Inconvénients:

One drawback I experienced with Salesforce Service Cloud was the complexity of the platform, requiring extensive configuration and customization to fully meet our specific business needs. Additionally, the licensing costs associated with certain advanced features and user licenses could be a barrier for smaller organizations.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Vente au détail, 501–1 000 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur

New Business Owner Tool!

5,0 il y a 6 ans

Commentaires: 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.

Richard
CEO (R.-U.)
Urbanisme et architecture, 11–50 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur

Timeless Timesaving

5,0 il y a 2 ans

Commentaires: Generally very positive. It's expansive and customisable so with some planning and time you can get it to do just about anything.

Avantages:

To be able to create your own fields, tables, and custom code calculations is a wonderful boon. It means your wish list can actually be catered for, and better you can keep adding or taking away as your systems develop and refine over time.

Inconvénients:

It can get quite complex to integrate multiple third-party systems, but when it's done, and there is support, you have a fully integrated system that provides ALL the information you need on a client account and project at your fingertips.