Salesforce Service Cloud

Salesforce

4 / 5 306 reviews

Who Uses This Software?

Businesses in need of service-as-a-software solution for call center CRM and help desk management.


Average Ratings

306 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $25.00/month/user
  • Pricing Details
    Billed Annually.
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Salesforce Service Cloud
  • www.salesforce.com/
  • Founded 1999
  • United States

About Salesforce

With help desk applications from Salesforce, you don't have to invest in support centers around the world. Instead, you get state-of-the-art global help desk software that runs in the cloud, 24x7. With Salesforce help desk solutions you get all the benefits of doing business in the cloud, including automatic updates, new features 3 times a year, and no infrastructure hassles.


Salesforce Features

  • Access Controls/Permissions
  • Business Process Automation
  • Calendar Management
  • Compliance Tracking
  • Document Management
  • Forms Management
  • Graphical Workflow Editor
  • Task Management
  • Workflow Configuration

Salesforce Reviews Recently Reviewed!


Wonderful Experience

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Salesforce is incredibly easy to use and intuitive. Salesforce is used on a daily basis and is rock solid.

Cons: There are very few, if any, cons to note about Salesforce. I have not had any negative experiences.

Simple and Easy to Use

Jun 08, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: This software did the job for us, allowed us to see what help was needed through our help desk. Not much to say other than it does what it says it will.

Cons: None at this time. I use it for the main purpose that it provides. Other members of our team have mentioned a slight learning curve though.

Simple and effective

Jun 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Keeping track of my calls/email/notes are essential for adding new business. If it wasn't for SF, I would not be where I am today within the company

Cons: Very few negatives, the lighting UI is a different transition. It does take a few weeks to adjust from the old UI

Overall: Increase in Sales

Capterra-loader

A great tool for managing customers

Jun 08, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: I like that it is in the cloud, since I can have access from any computer in the world. Its interface is robust and quite customizable

Cons: The tool is not very intuitive and the learning curve is a little hard. From the rest, once you learn to use it, it is very helpful for the handling of information.

Overall: It is a robust tool with the ability to effectively manage all company accounts

SalesForce is a great tool and lots of people use it.

Jun 07, 2018
4/5
Overall
1 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: I love the data tracking and the integration with many other software products. I also like the ability to add custom fields and report on those fields.

Cons: The UI is just horrible, the new lightning is even worse and the ability to easily manage and or make reports is only for the advanced user.

Overall a generally great tool for a ticketing system.

Jun 07, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The software allows for customization for an internal solution. It allows for easy escalation and customizable drop-downs. It can be integrated with other products as well.

Cons: The system encounters errors when attempting to close parent cases holding over a hundred child tickets, which causes for great headache when trying to close such a parent case.

SFDC is great in terms of creating prospect reports and tracking down communication activities

Jun 07, 2018
5/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Reports, types of filters, integration with Box and Yesware - helps me track where my salescycles and prospecting status.

Cons: I'd love to see more integration capabilities (Outreach.io) with other prospecting and communication tools, and sometime report creation on campaign, leads and contacts can be a bit complicated. Duplication removals can be a bit too manual to manage, wish this could be automated.

Overall: Prospecting and sales cycle statuses, communication with internal departments and building prospecting workflows.

Desk.com

May 24, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Great program, i really like the way it works and how everything is layed out very clearly and easy to find

Cons: sometimes the program doesn't respond the way i'd expect it to, but this is probably because of mistakes on my side

Revolutionary

May 23, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Salesforce really changes your perspective as to what you think your maximum productivity looks like .What I love most are the infinite process tracking options ,they really help you reach your best and surpass it .

Cons: The program isn't that user-friendly and would benefit from someone in the office specifically being assigned to deal with it ,to help people through the learning curve .

Salesforce is an amazingly robust software with (paid) support for anything and everything.

May 21, 2018
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Salesforce is huge. They have any type of integration for data tracking and management you can think of. Salesforce works with non-profits and donor management, too. It can be your one stop for everything you need for leads, contacts, customers, or donors.

Cons: Salesforce can be so massive, it feels almost impossible to know well. Depending on your needs, the types of add-ons to make it work and the ability to utilize it well gets more and more complicated. There are also usually very expensive charges to migrate to Salesforce (in the thousands of dollars). I would recommend having a specialist on staff (or paying for training) to make the best use out of this software.

Overall: This software can house any type of data for your organization that you need it to. The key is picking the add-ons you want and need and making it all work well together. This isn't for everyone, and I would recommend having a specialist close by or on staff.

Overall good, powerful and versatile.

May 16, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Salesforce is incredibly versatile, does all the usual things such as order / client history, surveys, satisfaction results, etc. Learning it is pretty straight forward and plenty resources to find out what you don't know.

Cons: Customising Salesforce is a pain, it takes a long time to accomplish, which obviously has a direct impact on budget. Not so sure about the forecasting part either.

Capterra-loader

is a CMR platform that allows businesses to sell, provide services and do marketing

May 15, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It helps to efficiently connect with the client, monitors its user community, leads the software industry as a service (SaaS) for CRM in terms of cloud integration, and It is available 7 days a week.

Cons: It requires a high investment, it becomes less competitive when you search
Solutions that go beyond CMR

Overall: The best thing about Salesforce is that all the information is updated in real time and available at all times, so it is possible to manage my business from the comfort of my home

Great tool for a large sales team

May 13, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money

Pros: I like how easy it is to use, navigate , update customer profiles and use the reporting tools to measure sales metrics.

Cons: Sometimes this software can be a little manual entering new forms, prospects and updating client information.

A little too crowded

May 10, 2018
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Salesforce has immense capability. It is a software that can be used for so many different types of tasks and tracking. Perhaps because it has so many capabilities and is so widely used, Salesforce is very compatible with other programs and offers good integration.

Cons: The flip side of the pro, is that salesforce has almost too many capabilities, which inhibits ease of use. The webforms are quite crowded in my opinion, and are not necessarily formatted in a straightforward/easy to use format. For example, the steps required for a purchase request are not very intuitive.

Overall: I use this software primarily for approval purposes and to track which projects I am allocating my time towards.

Useful tool to view and log customer interactions for a large sales team.

May 10, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I like being able to see who spoke with a customer prior to my interaction with that customer. It helps to have background information when helping a customer through an issue.

Cons: It did not integrate well with our other program we used at the time (sx). As a result we had to double document things and it got confusing.

Great experience with Salesforce. Easy to use and navigate.

May 10, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: What I like most about Salesforce are the reports it generates. They are easy to access and digest the information. They are also customizable which is great.

Cons: Sometimes it seems there's an overwhelming about of information, but once you know how to sift through it, it becomes much easier to manage.

Service Cloud Review

May 09, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: This app is so easy to use and customer support is awesome. Training is quick and easy too. The customization is a plus!

Cons: There are quite a few steps to take when finding the information we might need, which makes it a bit inconvient.

Keep your customers happy with Desk.com

May 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

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

It has the functionality, but no bells and whistles

May 07, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Can handle large amounts of incoming, outgoing emails. Easy to train new employees on it. Has a lot of customization. Good Customer service.

Cons: Very difficult to set up and figure out the rules. Does not have newer features such as smileys and GIFs. The chat box that many other companies have is clunky and not well designed. Has not had updates, because its being take over and migrated to Salesforce.

Capterra-loader

Salesforce is a best integration that help us to integrated with different tool like CR and CAS etc.

May 04, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like most about this software is very easy to use. The user interface is so simple that there is not much training required. We can store the data on cloud storage and it helps us to reduces the cost of purchasing data storage hardware for the user.

Cons: Salesforces allow to linked with different software but sometimes the data doesn't populate accurately. In addition, this is the expensive software which has features and functions but it is not fully custom solution.

Overall: It helps to streamline the process and I can easily pull out reports. Salesforces keeps me organized and on task with my daily agenda. The ability to customize reports to our specific needs to our organization is very important and Salesforce has been great for this.

Capterra-loader

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

May 04, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: 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**.

Cons: 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.

Overall: 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.

Capterra-loader

Manage your leads, opportunities and sales pipeline all in one console - Salesforce!

May 04, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We use this every day, it houses all our leads, accounts, prospects, deals and account-related history. As a sales organization we not only rely on Salesforce for tracking our numbers we also use it to communicate with other departments for customer issues and concerns. It's the one sole platform where our clients' data lives.

Cons: It has the tendency to be buggy when it is integrated with other apps. We've customized it to create quotes for us and sometimes it would not show the right margin amount on the quote.

Overall: Keep an eye on your deals, prospects and accounts with Salesforce.

It's the standard for a reason - it does some approximation of everything.

May 04, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Reporting is excellent and every salesperson can use pretty easily. Support and configuration are easier because of the wealth of knowledge available in the SF community.

Cons: One SF is your core CRM solution some of the more innovative companies in the Sales SaaS space are off limits - if you care about efficiency and integration. There's a sacrifice, but it's usually worth it.

My experience is on the Admin side as I develop it for my company

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's extremely easy to use and user friendly. Customization are endless and it integrates seamlessly with all of our other 3rd party and in-house systems.

Cons: It can be a bit pricey, but it's worth it if you get the right people on it. There are little quirks here in there where you ask "why on earth would the not allow this?", but you can easily find a work around.

Capterra-loader

Great marketing service for any team

May 02, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
1 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It's enjoyable that you can run almost any type of campaign from salesforce. It's a powerful tool that can be customized for almost any campaign or company.

Cons: Customer service. It's really bad. We tried calling for an urgent issue we were experiencing. There were dead-end routes that would just hang up on you. It was impossible to find someone to help or actually had the ability to resolve your issue.

Overall: We have been able to run a lot of successful campaigns because of this service.

Great service for your business!!!

Apr 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality

Pros: This software allows you to manage emails and requests on social media from different customers on one screen. You can use it and customize it with ease.

Cons: I really enjoyed this software, the only thing I found frustrating was that it doesn't allow you to use the social media platform, Instagram.

Love the customer service

Apr 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Answers the request within 12-24 hours and has produced the knowledgebase for the issues that we face.

Cons: The information that comes in from emails regarding Salesforce can sometimes be a little misleading or is just not in the same location that it was before. Product information that is.

Capterra-loader

It is quick to use, it is not necessary to install any software or hardware for see results busines

Apr 30, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It has great ease of creation and control on the platform. It also allows us to have a quick response to any request.

Cons: it data can quickly become obsolete if it is not used in the system correctly. so it can be better

User friendly software for all departments

Apr 24, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I enjoy the chatter feature. It keeps our teams connected when we are all over the country! We've improved our communication and collaboration vastly over the last several months.

Cons: Building reports can be challenging since I am not an expert at that but when they are created they're very useful!

Overall: Communication, data, efficiency.

Used as a CRM for student retention efforts

Apr 19, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: The ability to create new triggers and action items is easy. There needs to be a far better workflow management around it for managers to approve things, but if everyone is autonomous in the organization without accountability, this would be fine.

Cons: The software overall is quite difficult to implement and to organize. It's a really difficult experience for new users - only power users seem to enjoy the system and find it easy.

Overall: This tool has been really hard to work with and configure, but it's the only game in town so it's hard to change away.

It is really easy to keep an eye on what your community are doing.

Apr 19, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Sharing information with my co workers is helpful, also traking what is going on as events. We can keep in touch longer.

Cons: Mobile interface is kind of deficent. The access is limited because interface is not bog enough to support cellphones or tablets.

Overall: The benefits I get from using salesforce are exceptional. I am able to check on my days off what I need to look into when I get to work. I can see if a client has replied to my inquiry or if they are still getting more information for me.

Ok for keeping track of customers

Apr 19, 2018
4/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: It makes for a very easy way to keep track of your customers information. Everything, including what items they order or what project you are doing for them all in one place.

Cons: There are too many steps involved to keep track of everything. Finding the information you need takes a few minutes, instead of being right at your finger tips.

Service Cloud Review

Apr 19, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Solid application. Great analytics and CRM functionality.

Pros: Very intuitive software to use. Good workflow functionality. Minimal training required. Good analytics.

Cons: It is a little expensive compared to other applications. Reporting capabilities could be more robust.

Salesforce.com Service Cloud

Apr 15, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I really love the flexibility to setup customizations and different configs. It also has a add ons features which you require. The UI is pretty attractive and easy to navigate.

Cons: It has an automated support feature, which is not pretty good as it doesn't tends to your actual support needs. It requires a license which gets expensive.

Salesforce the ticketing system

Apr 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love how easy it is to track what is going on with incidents as a user. I am able to share case numbers with my colleagues and they are able to view events with me.

Cons: I wish there was a decent mobile interface. Each time I try and access on a mobile device it is very hard to navigate.

Overall: The benefits I get from using salesforce are exceptional. I am able to check on my days off what I need to look into when I get to work. I can see if a client has replied to my inquiry or if they are still getting more information for me.

This product can do anything you can imagine, but it can be very expensive to do exactly that.

Apr 12, 2018
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Slaesforce has been instrumental in connecting all of our teams and our various workflows into one system that helps automate the whole process.

Cons: any real integrations will take an expensive developer to get it all working correctly. The apis are fairly easy to use, but anything out of the built in functionality is a bit tricky.

Overall: This product can do anything you can imagine, but it can be very expensive to do exactly that.

Good communication with customers

Apr 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Service Cloud allows us to improve the customer experience in each and every one of the interactions with our company, making it easier for all employees to offer personalized attention through any channel

Cons: What I liked the least is that a high demand from customers delays the efficiency of the sellers. However, it is still a good service.

The best CRM software in the market

Apr 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This app is awesome, because it offer a lot of services based on the cloud, you do not have to look for another one, this one is the best, it works through a big set of servcices, for of the most important are Marketing Cloud and Commerce Cloud, because with this two we can improve our selling and other servicies efficientely and fast. making a better relationship with customers and sellers.

Cons: It is a big expensive, so you have to think deeply if you want to pay that amount of money for a CRM app, but it is a good choice for improve your business and increase the revenues.

Very easy to use, we can create a mobile app in a day.

Apr 06, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Not much coding is involved, easy drag and drop feature, and there is no need to create a different website for mobile app it publishes it automatically. The data modeling and business intelligence features are nice. Cloud based. Real time visibility and email integration makes the decision making faster.

Cons: Price is expensive for small business. Limited portability since Salesforce doesn't support any public cloud.

Overall: Very easy CRM apps and more clients are going towards the Salesforce and we are converting more and more business to web/mobile app in salesforce.

Great Collaboration with Salesforce

Mar 31, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use since I am a long time Salesforce user. I've never needed to use support, but easy access is definitely there.

Cons: I honestly have not found any cons. However, I maybe at a huge advantage because I have used salesforce for many years.

Salesforce is a great CRM

Mar 30, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: Salesforce is user-friendly and intuitive to use. Works well with any browser and allows me to get work done quickly.

Cons: Salesforce can sometimes feel laggy and unresponsive. The CRM aspect of the software could be improved.

Powerful CRM and Marketing Automation Tools

Mar 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I've worked with several CRM softwares, but nothing comes close to Salesforce - and nothing beats it in scalability. We use CRM + Pardot marketing automation tool. We've been able to build a marketing automation program to help reach and retain our customers

Cons: I don't have any cons, but I would say that beginners might find the salesforce ecosystem overwhelming. It does take experience and training to implement - but that's with every platform

Service Cloud is next level service for your team!

Mar 27, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Fantastic extras on top of a great platform. You can enact SLA's for cases based on accounts, set rules for escalations and paths for intervention with case management. Service Cloud also has a fantastic console that allows for easy customization to enhance user experience.

Cons: Service Cloud components are a little tricky to build at first. And a lot of the cool configuration stuff does require a bit of super admin skills. But once you have this up and running it's fantastic.

Integrations Galore

Mar 24, 2018
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Open API that allows you to connect to other tools that you're using to run your business. We have our tool connected to SalesForce, Talkdesk, Google Docs, etc.

Cons: The platform has gone down a few times, leaving us to figure out how to communicate with our customers. The UI/UX isn't the best.

Overall: Good starter tool, but lacking a user experience that makes you "want" to use it.

Capterra-loader

Used for automatic customer registration, without manual data entry, which is updated instantly with

Mar 21, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Provides analytical tools and other services, such as email alert, Google search and access to customer rights and contracts, Provides an interface for case management and task management

Cons: The software must be well integrated from the beginning to be successful, and the complexity of CRMs often requires constant technical support. Data can quickly become obsolete if employees do not use the system correctly

Overall: Also used as a tool through email with personalized emails from 1 to many that simplify the reach of prospects.

Top notch CRM, Great Customization

Mar 21, 2018
5/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Great CRM that can be customized down to the last detail. Plenty of extra add-ons and great customer support. You ca use it out of the box or mold it to your own specs. Great customer service.

Cons: While the out of the box cost is not that bad customization can add up. Also a learning curve on the back-end and it does take time to configure . Some of the add=on come with an additional cost.

Easy Modification

Mar 20, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Salesforce.com is very easy to use. They have very helpful, friendly and responsive staff. I am excited to see how my organization will expand the tools offerings.

Cons: Other Thant that we find no major flaws with the product. It looks like a traditional system but need to have more front-end capabilities improved.

Changing our Sales Process Experience

Mar 19, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I like that it has so many features and many customizable options to fit our service. Easy search and organization tools allow us to look through thousands of customers quickly.

Cons: Overwhelming at first, but they offer a lot of support and training to really master the software. Have had for over 2 years.

Good For Tracking Concerns

Mar 18, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: We use the service cloud to track customer concerns and help answer questions more efficiently. It helps keep concerns straight between employees.

Cons: There are little glitches, and as this is a cloud system, we can lose responses and information if our internet has problems.

Capterra-loader

Great helpdesk and customer communication option

Mar 13, 2018
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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

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

Capterra-loader

Awesome product for Automotive sales

Mar 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Very easy to use clients will always be taken care of as far as questions answered and setting appointments with sales

Just go with it.

Mar 13, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Salesforce CRM is just a perfect solution for a company as it not only gives the CRM solution but also provides the satisfaction survey as well helps in develop the multiple reports, as it is a centralized system. It is easy to understand and adaptable moreover customization as well. It helps to track the customers as well as it is helpful in increasing the employees productivity.

Cons: Pricing: For some small businesses, pricing may also be an issue.
Drag and Drop: It would be great to be able to drag and drop a file directly.
Training & Development: It¿s not a user friendly platform. It would be better, if Salesforce can start conducting training session for new users.

A decent application for business

Mar 09, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: In our company (although it is small), very important is the operational communication between office and remote workers, quick answers to customers. All this helps to establish SalesForce. Another advantage of software is the ability to use it both on working computers and on mobile devices.

Cons: Even the minimum tariff plan for SalesForce can be an unbearable financial burden for small businesses that are forced to save every dollar.

We use SalesForce as a marketing tool

Mar 06, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: In our activity, all the information that relates to the client (his personal data, place of work, etc.) is important, we collect, process and store it in SalesForce. Service is convenient because access to your information can be obtained from almost anywhere in the world, the data is stored in the cloud, which means that you do not have to worry about regular backups.

Cons: At first, it was difficult for us to understand some of the functions and we had to regularly contact technical support, where we always received reliable and detailed recommendations.

Very expensive, and I can't get my data out at the end

Feb 28, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: The software is easy to use, it is cloud based so no software to install, i can share my data with other people in my office, but can't see if they ever access it or what they do with it.

Cons: Very expensive, Have to pay for a year in advance, so if I chose to leave i lose the money, and if something else is better you can't get out. And very hard to get your data out if you chose to go to another product. They want you forever

Overall: Not a lot of long term benefit. We left the software and had to pay hundreds of dollars to get our data back that we had put in. Also someone in our office had their term end before he got the data and they made him pay for a full year in order to access it to get the data out. They won't let you pay for a month or retrieve your data once your contract expires.

Great for simple helpdesk cases but not intended to be feature rich or robust.

Feb 27, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: As a helpdesk case tool, it works. Great for simple troubleshooting and just general inquiry cases where by correspondences are kept to a minimum.

Cons: 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.

Overall: It's allowed us to have a basic helpdesk tool that integrates with Salesforce.

In general, the product is good

Feb 24, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: SalesForce is an excellent CRM that allows the team to work together, monitor project implementation, monitor cash costs and revenues. Joint access to projects, storage of information in the cloud and the ability to work with mobile devices - it's cool!

Cons: Sometimes (especially when there are urgent questions) with tech support is difficult to contact, the interface for the application is also not very convenient.

We as an IT company were able to assess the advantages of the system

Feb 19, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This CRM is a good example of how a quality service should be built. Working in the system, we get real pleasure, as everything works here quickly, clearly and without failures.

Cons: Of the shortcomings, I can only name the cost of an annual subscription to the service. Having worked with the system for more than one year, we have been thinking about reducing the costs of servicing the business and considering options for other cheaper CRMs.

Difficult to learning software

Feb 19, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: In SalesForce, I really like to generate reports, distribute tasks and monitor their execution. Although the system is complex, you can understand it.

Cons: When choosing a tariff plan, do not forget to specify how you will communicate with technical support. The cost we chose does not include talking on the phone, which is sometimes uncomfortable.

Only users can evaluate all features

Feb 17, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is convenient that the system has detailed settings. For example, you can add detailed information about each record, share data with colleagues and partners, and prepare analytical work reports.

Cons: During the time of use, I did not find any drawbacks. Yes, as many write, the service is really complicated in development, but when you figure it out, you can fully enjoy the well-thought-out functionality.

Truly liked what Sales Force has provided in Field Service Cloud

Feb 16, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: It helps me in product management, based of the service person and there territory. Also process flow for the service person assignment and pretty simple and helpful.

Cons: There is no such feature which is missing out here. I simply loved it, they do providing reporting feature where you can customize your reports and dashboards.

Best Customer Relationship Management Software

Feb 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: The best thing is it helps to manage all cases so easily for each business process.Moreover most of functionality can be done without writing any code just we need to point and click

Cons: The cons i feel is there is limit imposed on everything.But in cloud environment limit has to be imposed.Also there is very less scope of customization in standard components

Great to use, easy integration with Salesforce

Feb 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Incredibly easy integration with salesforce, saving time and resources. Easy to use as well! Quick learning curve.

Cons: For me it was not a big con, because i use salesforce, but i feel it wouldn't be as easy to use if you currently dont use salesforce.

Capterra-loader

So many functions...so little time

Feb 13, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This CRM suite is excellent if you are a small, or midsize organization that are primarily sales and support.

This a app has sales management & tracking, that help us manage customer accounts, track sales leads, monitor our marketing campaigns and provide post-sale service and support.

One of the best features is Salesforce Outlook where you can sync your contacts, calendars, emails and tasks . Salesforce helps you manage all your contacts, tasks, events and, track sales deals. You can actually harvest leads as well. The add-on capabilities are quite good this is one of the best on-demand CRM) suite I've ever used.
provide service post sale.

Cons: Navigating SalesForce's capabilities took a little time to get used to-at first I needed help learning where to go for information

Overall: If you've used other CRMs, you will like this. I had used others that were very cumbersome. Once I learned my way around the software, it became a breeze

Expensive but Well-Respected

Feb 06, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
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Pros: Very powerful tool, and very robust program. The amount of detail it can track is amazing! Quick to access the info that you want.

Cons: The biggest issue is this is going to be a large investment for your company!!! Make sure that your IT or support staff is up to speed before tackling the setup.

This is not a simple CRM, but a good tool for forecasting

Jan 28, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: In our company, SalesForce is used not only to manage projects and contacts - based on the data added and processed in CRM, we receive and successfully use some forecast information.

Cons: The price of software is too high, at first it was difficult to understand and configure all the modules.

Improvement Over Previous CRM Tool

Jan 18, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that the tool allows for a great deal of customization depending on internal needs. It also integrates well with the sales cloud, allowing sales reps to have a good handle on customer inquiries.

Great comprehensive solution

Jan 16, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Very comprehensive and equiped for large scale operations. The team was very helpful during deployment and we have more functionality than we can use.

Cons: Price is always a down side but the post purchase support and functionality more than makes up for that.

One Stop Shop

Jan 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I this fitting many different types of businesses. Having different communication options is key when building a customer profile and It's hard to find things that are more of a one size. I could recommend this company to just about any business owner or manager.

Pros: There are so many ways to communicate with your team big or small. This allows you to be able to stay in touch and manage everyone in a more consistent and efficient way. You can easily talk to a driver and the driver can easily punch in information that everyone has easy and instant access too. I see this being a win win for customer and all the legs of the business.

Cons: I don't see how this would be worth the price for a company with only one other worker. However, if you were looking to expand this would be the perfect option to start with.

Service cloud on crack

Jan 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Service cloud like you have never seen. Amazing features and fantasric hud for service teams. Everything in one view that is actually everything!

Cons: A big change when first setting up for teams used to using salesoforce outside of the service cloud console.

Sales Force is robust and helpful

Jan 10, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I like all the views and search ability you have. Very stable and works most of the time. Works well with any other apps and programs.

Cons: You really need a salesforce admin to customize the system and keep things updates in order for the system to work properly.

Overall: organizes all my sales leads and accounts

Gets the job done, feels 2nd rate.

Jan 10, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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

Cons: 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.

Great software . is a little hard to learn how to use completely and exploit all their features

Jan 09, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: you can basically have all your sales, providers, customers, potencial customers all in one platform that helps you keep track of all bussiness partners

Cons: not very intuitive i think it should be easier to just navigate through all your partners and is hard to understand all the features

Overall: integration of all business partners in one platform

Excellent for Customer Service

Dec 20, 2017
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: We use Desk in our customer service department and it is great for having many users in the same inbox at once. It pulls in our emails from several different accounts and even chat transcripts and facebook messages so we have everything in one place. Very happy!

Cons: Resolving many emails at once can be slow and every once in a while forwarding doesn't work, but these are usually quickly resolved!

Very helpful and friendly software, the interaction between customer and the company is great.

Dec 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The way it use the the replies to the customers it's amazing, it is clear and the actions are correct. You have your inbox when you have the interaction with the client.

Overall: When you have an interaction with the Client you receive an email, that help you a lot because your answer to the client at the same time they sent you the message

Great Experience - just put took off one star for the work that needs to be done

Dec 19, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Value for Money
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Pros: 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.

Cons: 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.

Overall: I was able to save time in the company I work for. The software was easy to use and easy to implement into daily activities.

Switched from Desk.com from Zendesk and migrated back after one year

Dec 13, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Tight integration with Salesforce. This allows you to bypass API cost restrictions imposed by Salesforce.
Fairly easy setup

Cons: Only one person can work on at a ticket at a time. This results in someone looking at a ticket, walking away from their desk, and no one else can work on that ticket. This is an absurd limitation for ticketing system designed for enterprises.
You are limited to 25 triggers. During our initial implementation and migration from Zendesk, we used 23 of them.
During our one year, we also had 3-4 incidents of fairly-extended downtime that WE noticed (we were not notified by Desk.com).

I have used DESK daily to submit support tickets to our support team as a Project Manager.

Dec 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

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

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

Capterra-loader

Desk.com makes our job a lot easier and it's CS team is really helpful when needed. Desk.com rocks!

Dec 12, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: It is very user friendly. My team mates and I can navigate through our system with no complications.

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

Overall: We got to have our email's interaction (with our customers) well organized. We can get through our data to send monthly reports with no problems.

Great, New Product that will help your company!

Dec 12, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Super fast, easy and efficient software. SalesForce does it again and there's a reason they are the leader in the market.

Cons: Can't event come up with many cons of this software, maybe the one thing would be additional APIs can be created.

not user friendly

Dec 07, 2017
5/5
Overall
1 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: good ticketing tool at least the we used for tickets that customers enter when they need support. i am not sure if they are other uses for this app

Cons: really not user friendly , their graphic interface is really confusing , most of the time you need to a lot of codes to enter the right information plus their sla system is really not user friendly at all

Using salesforce at work - creating cases, and running reports

Nov 28, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: User interface is easy to navigate, when creating cases. When creating the setup, I like being able to customize my view.

Cons: we experience slowness often, but could be network related. Creating reports can be a little cumbersome

Straightforward to use

Nov 16, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It is easy to use and set up workflows. The dashboards are very intuitive and show you who is working on what.

Cons: The reporting in this is just awful. Does not provide anything similar to what Saleforce provides unfortunately, and even the custom reports are bad.

I use desk.com as the frontline customer service software to create and manage tickets.

Nov 11, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money

Pros: 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.

Cons: 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.

One of most popular help desk solutions is Desk.com

Nov 10, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money. Email to Ticket Conversion Knowledge Base Self Service Portal Multiple Service Level Agreement policies Automations ¿ Ticket routing, scenario automations Multi-channel support, including Facebook & Twitter Community Portal with Idea Management & Voting Multi-product/multi-brand Support Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM Multi-language & multi-time zone support Satisfaction Surveys Leaderboard & gamification Support Channels Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support. Canned Responses Both Freshdesk and Desk.com provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution. Third-Party Integrations Both Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps. Devices Supported Both Freshdesk and Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry. Customizations Available Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only.

Cons: Desk.com¿s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.

Great issue tracking

Nov 01, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: lots of features, great search, easy to use, fast, issue tracking, personalized queues, email notifications

Cons: some tasks can be cumbersome, with what seems to be an overly long number of clicks and different steps

Capterra-loader

So much out-of-the box and very customizable

Oct 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: There are so many useful features out-of-the-box. Omni-channel routing, knowledgebase, live web chat, console experience, etc. On top of that, it can be customized easily with the platform.

Overall: Saves time by using inbuilt features. Allows custom business process via customization.

You'd be hardpressed to find a more fully featured service offering that also offers the benefits of the Salesforce platform.

Very good, but expensivw

Oct 12, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: Something that I did not like about this software is getting used to it meaning Adaptation was a little difficult.

Cons: A con for this product. The only thing for me was the price. It was on the more expensive side for me.

Great product for visibility into my pipeline and business activity

Oct 11, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Value for Money

Pros: Some of the pros are that this software is very Easy to customize reports, easy to export data. Which is important.

Cons: A big con of this program is that The charts that are standard are not great. I wish they were better thanks

The best CRM solution in cloud

Oct 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The structure in cloud allows a fast and immediate management of all changes, with the possibility to manage your sales force in the best optimized way, with enormous advantages

Cons: The modular structure results very helpful, but initially requires to spend some time to study it

Not user friendly, but functions are good

Sep 19, 2017
2/5
Overall
1 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money

Pros: This tool can be integrated with many other Salesforce tools which makes it much more valuable. We're one step closer to getting a 360 degree view of the customer.

Cons: At the user lever, it's not intuitive. It took weeks to figure out all the different buttons, views, tabs, etc. You could get lost down a rabbit hole of options.

Lots of good functionality. Easy to pick up. Widely used so easy to get employees have experience .

Sep 16, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Lots of good functionality. Easy to pick up. Widely used so easy to get employees have experience using it. Often adding new functionality

Cons: We find it expensive and they should lower the price on the bottom packed. We overlook the pricing we have been with them a while and would rather not change.

Salesforce essential for big companies

Sep 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: This is the prime CRM tool and most famous one out there. We are sent to the convention in San francisco every fall, and it is always a great experience. It is a premium software for big companies, and it has become the industry standard.

Pros: 1. excellent CRM tools 2. Great analytics 3. Business growth metrics 4. Specific statistics 5. Company profile snapshots

Cons: 1. Expensive 2. hard to get help sometimes 3. More options. 4. Some company employers don't believe in it

I expected more, the behind the scene reporting was cumbersome. Loading leads into the system was a lengthy process

Sep 15, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Great tools for call record keeping (calls and all communications) Lead assignment between agents Customer profile creation

Cons: Difficult behind the scenes (leads loading) Working with excel and adding the leads to Sales Force was very particular and difficult

Salesforce provides excellent customer management tool.

Sep 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The Salesforce has all the features that a business will probably ever need. It has marketing features , such as marketing campaigns and sales team collaboration. Aside from the normal features that deal with customer relations management and retention, you also get a lot of features that are marketing and sales driven, like lead management and business analytic.

Cons: Pricing is on the higher side. There should be a different model for organizations with more user base.

Overall: Automating business processes

New user just learning software good for sales an d pipeline mgmt

Sep 06, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like that it is all cloud based and it has great add on software. I also think that it has great app functionality.

Cons: I believe that the cost is relatively high, and it is more of a fixed privce than a price to use.

We have been users for more than 5 years.

Sep 06, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: As we unlock more powerful features the customer service technicians have been awesome at contacting us in a timely manner and resolving our issues.

Cons: The learning curve is a bit higher than some of our new users have anticipated . We may be "bending the box" a bit on our usage.

Good but lacks enterprise level support

Sep 06, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Highly dependable, well targeted in feature and functionality towards my needs. The orientation of this solution is on target with market requirements.

Cons: As with most things Salesforce, service is a challenge and I find the support infrastructure to be lacking.

Desk was challenging to use on a number of fronts

Aug 30, 2017
2/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: It was intuitive to use when working on tickets and responding to customers. The reporting interface was easy when to create and run reports.

Cons: The reporting was barely functional and often times would time out when loading. There were countless days that I needed to run a report and was unable to.

Overall: It was a good CRM a few years ago, but never received the attention it needed from the Desk product team.

Short learning curve, good basic service

Aug 18, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Comments: Overall, it's a great program for managing all of the emails and social media requests from customers (except instagram).

Pros: The user interface is attractive and easy-to-navigate making on-boarding new customer service reps easier. Also (unlimited?) macros make it easier to answer frequent questions/comments in minimal time. They can even be answered in mass. With labels, you can track types of comments and concerns. The program also integrates with LiveChat, however, the execution is cumbersome.

Cons: When there are technical issues, they are large technical issues. In the few months that I have used the program, I have experienced issues with facebook messages from the last 3 years suddenly reappearing in my inbox. This has happened twice. I've also experienced where the program stopped sending or receiving messages. There is a daily (or hourly depending on setup) desk event notification. However, it does not have any useful or actionable information. Also, I've called Customer Support a few times when I could not find an answer to a problem. Each time they asked me to go search for the problem in their help articles. That's not very helpful. I like the reporting function so I can get a view of how busy the group is. However, I wish there was a way to compare the metrics to others. In other words, it gives me a lot of data but it's not easy to turn that into information.