Salesforce Service Cloud improves the interaction with customers

What are the best aspects of this product?

The infrastructure makes it the most scalable piece of software I’ve ever seen. Flexibility is also undisputable, meaning that seats can be added to support the growth of your business without making serious hardware investment. Great, indeed.
Routing issues happens fast and accurate, due to the escalation rules and the automated assignment. Another thing you don’t find in similar software is an integrated database, allowing you to share knowledge and information.

What aspects are problematic or could work better?

It’s not really the cheapest product you can find on the market, especially if you consider that there is no legal agreement validating the service you’re going to receive. So far, so good, but what if something happens and you want your money back? I think this is a serious drawback in the competition with similar software.

What specific problems in your company were solved by this product?

Enabling our employees to have a 360 degree overview on customer interaction. The self-service option was also quite helpful for assisting call diversion.

Are you a current user of this product?

Yes