Using this for customer support.

What are the best aspects of this product?

Anything related to customer account can now be organized. It also makes things a lot easier to spot. This is perfect for customer support. I already know who I'm collaborating with, the products being utilized, and the type of questions they asked before.

What aspects are problematic or could work better?

It's challenging sending an e-mail directly from the phone app. Given that a majority of our interactions with our customers typically come in the form of e-mail, the app is an ideal platform in viewing support tickets. Thing is, I have no clue in sending back a response without digging through my external e-mail app. This would ticket hinder any e-mail from directly attaching to the ticket.

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

As a SaaS firm, we work with clinical trials and research. From my current position, we're assisting customers in creating clinical trial studies. We resolve issue when the software doen't properly function. Salesforce is fantastic since we're able to track which problems frequently show up in customers. We can follow which customers makes the most calls and which functionality customers are requesting.

Are you a current user of this product?

Yes