Find out what your peers are saying about Microsoft, Salesforce, ServiceNow and others in CRM Customer Engagement Centers.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
After implementing TalkDesk, we boosted our solution and our workforce to improve our response time.
I have not really sat down to get the exact metrics on return on investment, but I can say that in terms of time, it helps us save a lot because of the automation and unification.
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
Unless you have premium support, assistance is restricted.
Customer support is generally good; however, I find it less responsive at certain hours of the day.
I am happy with the support line.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
Configuring Flows in Salesforce Service Cloud is very difficult.
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.
Salesforce Service Cloud should focus on simplification.
I don't have many missing features to recommend adding; all my needs are covered, and it integrates well with tools such as Zendesk and Microsoft Teams.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Salesforce Service Cloud is expensive.
I would say generally that the pricing is fair and the setup is also not bad.
Usability is one of the strongest characteristics of Salesforce Service Cloud.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Salesforce Service Cloud offers pre-built packages that are best in class.
With the omnichannel feature, I don't need to log into all my social media handles or check my chats and emails separately, as I find everything in one place, which helps me become more efficient, save time, and stay organized.
The main feature for us is reporting and the capability to maintain a strict relationship with our customers.
| Product | Market Share (%) |
|---|---|
| Salesforce Service Cloud | 11.1% |
| Microsoft Dynamics CRM | 14.1% |
| Zendesk | 6.9% |
| Other | 67.9% |
| Product | Market Share (%) |
|---|---|
| TalkDesk | 3.2% |
| Amazon Connect | 13.7% |
| Genesys Cloud CX | 13.6% |
| Other | 69.5% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 13 |
| Large Enterprise | 24 |
| Company Size | Count |
|---|---|
| Small Business | 5 |
| Midsize Enterprise | 4 |
| Large Enterprise | 4 |
Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.
TalkDesk, an advanced Cloud Contact Center Platform, revolutionizes customer service operations through its omnichannel capabilities. It seamlessly integrates with businesses' internal systems, enabling efficient management of customer interactions across phone, email, SMS, and social media. By identifying existing customers and leveraging custom objects, TalkDesk enhances agent efficiency and automates interaction data integration.
TalkDesk offers a suite of essential features for robust contact center functionality. Queue management, voicemail, click-to-call, call forwarding, local caller ID, and comprehensive analytics ensure efficient query management and improved customer satisfaction.
Additional features to emphasize:
Additionally, TalkDesk's focus extends to quality and workforce management, providing tools for assessing agent performance and recommending improvements. Features like voice and screen recording, time-stamped comments, and gamified metrics offer valuable insights for performance enhancement.
The mobile app Talkdesk Conversations, available for iOS and Android, extends platform functionality for remote teams. It includes call placement, recording, and CRM connectivity features, ensuring uninterrupted customer service. However, the app has garnered limited reviews and ratings on mobile app stores.
In summary, TalkDesk is a comprehensive, AI-enhanced, and highly integrative solution for businesses seeking to optimize customer service and agent management. With its range of features catering to various customer service aspects, TalkDesk is a good contact center platform to consider.
We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
