Salesforce Service Cloud is Salesforce’s live chat tool, which allows users to communicate with customers while browsing their website. Its features include automated routing, document storage, email integration, real-time chats, and more. We compiled Salesforce Service Cloud user reviews from around the web and determined that it has generally positive ratings.
Summary of User Reviews
What Salesforce Service Cloud does well
Users who gave Salesforce Service Cloud a positive review said that the software is easy to use and navigate. They also said that the app allows their customers to create and manage their own tickets — making search and case management very easy.
What Salesforce Service Cloud does not do well
Users who gave Salesforce Service Cloud a negative review said that the software tends to be buggy when integrated with other apps. They also find the email-based customer system unhelpful.
Most Helpful Positive User Review
A user who gave Salesforce Service Cloud a positive review on Capterra said that the software changes the way they address customer issues by providing immediate resolutions. He explained that it gives their agents a single and robust platform from which they can deliver fast and reliable customer service. He also likes the predictive support of the app, which helps the system resolve issues even before they happen.
Most Helpful Negative User Review
A user who left a negative review of Salesforce Service Cloud on GetApp complained about the lack of good support system and the absence of a phone number that they can contact if they run into problems. He said their only option is to email the support team and that they have not been very helpful.
Salesforce Service Cloud Pricing
Salesforce Service Cloud does not publish its pricing on its website. However, services from providers similar to Salesforce Service Cloud ranges from $0 to $50/month per agent for apps with basic features, while the more extensive ones cost $25 to $99/month per agent. Interested users can get in touch with Salesforce for a specific pricing quote.
Salesforce Service Cloud Features
Check out the list below of some of Salesforce Service Cloud’s features.
- Issues Alerts and Escalation
- Automated Agent Routing
- Customizable Branding
- Document Storage
- Email Integration
- Interaction Tracking
- IT Asset Management
- Multi-Channel Communication
- Real-time Chat
- Ticket/Issue Tracking
Helpful Live Chat Software Resources
6 Best Live Chat Software for Small Business for 2018: Zendesk, LiveChat, Pure Chat & More — We took a closer look at six of the top and up-and-coming live chat software for small businesses and reviewed their features and pricing. Read this article to know our recommendations.
9 Ways Live Chat Can Help You Achieve First Contact Resolution — Addressing a customer’s concern at the first point of contact is a key performance indicator. Check out this article to learn more about how using a live chat software can improve your customer support and grow your customer base.
Free Small Business Software: 35 Tools For Simplifying Your Business — There are a lot of free tools that can help you keep expenses down. In this article, we share with you some responses from small business owners who use these tools to make their business processes easier for free.
Salesforce Service Cloud FAQ
Does Salesforce Service Cloud offer free trial?
There was no mention about a free trial on the company’s website. However, interested users can request for a demo here to see how Salesforce Service Cloud works.
What benefits do I get if I sign up for a full year?
Users who sign up for a full year get 3 months of G Suite for free.
Salesforce Service Cloud Overview Video
This video provides an overall background how Salesforce Service Cloud can help businesses improve customer satisfaction by providing them with a platform where they can communicate with their customers easily.
When choosing a live chat software, it’s important that the software integrates with other applications your business is currently using. Here is a list of some of Salesforce Service Cloud’s popular integrations:
- HubSpot CRM
- Userlike Live Chat