Sales Service Cloud Review - why 4.2 stars?

Sales Service Cloud Review
ITQlick Score: 83/100
ITQlick Rating: (4.2/5)
Pricing: 4.2/10 - average cost
Category: Customer Service -> Sales Service Cloud
Ranking:Ranked 5 out of 46 Customer Service systems
Pricing: starts at $90 per user/month
Typical customers: Start up, Small business, Medium business, Large business
Platforms: Desktop, Cloud
Links: Sales Service Cloud pricing, Sales Service Cloud alternatives

Shlomi LaviShlomi Lavi / updated: Jul 18, 2021

We publish unbiased reviews. Our opinions are our own and are not influenced by payments from advertisers. Learn more by reading our advertiser disclosure.

What is Sales Service Cloud?

Sales Service Cloud is a customer service software that can help users to manage their customer service from any device, anytime, anywhere. Users can also include the one-touch service directly in their products. Whether you are online from smartphone or a desktop, you have everything to resolve problems and satisfy your customers and everything you need to be more productive., the company behind this customer service software, is currently the leader in the enterprise cloud computing field. The company is popular for providing sales and CRM applications and was founded back in 1999. The company has been on the Fortune’s #7 on the list of the 100 Best Companies to Work for six years.

What is Sales Service Cloud rating?

The rating of Sales Service Cloud is 4.2 stars out of 5 and the total score is 83 out of 100. The ratings are based on our unbiased experts. Learn more in our rating methodology page

Who uses Sales Service Cloud?

Sales Service Cloud offers CRM solutions for companies of all sizes, small, mid-size and enterprise organizations. Companies that are looking for a way to improve their sales and support system can use this solution. Philips, Toyota Motor Corporation, Coca-Cola Enterprises and Canon are some of the clients of Sales Service Cloud.

Is Sales Service Cloud the best Customer Service system?

Sales Service Cloud is ranked 5 out of 46 software in their category (Customer Service systems).

What are their main features and functionalities?

Sales Service Cloud works as a complete toolkit for service success and comes with service cloud communities for customers, mobile platform for customer service, multi-channel customer service support, knowledge base, agent collaboration and social service features. The software can track key contact center metrics in real-time and enable every employee to deliver customers outstanding service. The console of Service Cloud can help users to manage all the problems faster in both mobile devices and desktop.

The communities system offered by Service Cloud can help customers to interact with each other and help themselves who are facing similar problems. Customers can enjoy self-service troubleshooting tool in any device no matter where they are. The software also supports serving customers across multi-channel with predictive intelligence features. Customers can also look for relevant answers by searching in the knowledge base. The agent collaboration tool can help users to handle cases quickly and sending cases to experts to close them as fast as possible.

What are Sales Service Cloud's pros? (5 Pros)

  • Sales Service Cloud offers customer service solutions for companies for all sizes
  • Sales Service Cloud supports serving customers across multiple-channel unlike other similar tools
  • The customer support of Sales Service offers help via phone and online support, video tutorials, forum and knowledge base
  • The customer service software can keep your data secure in its TRUSTe and Safe Harbor certified database
  • The customer service solution offers compatibility for Android, RIM-BlackBerry and iOS users

What are Sales Service Cloud's cons? (5 cons)

  • Sales Service Cloud requires singing up an annual contract which can be a problem for some users
  • Sales Service Cloud’s email part needs improvement as it works slowly according to some users
  • The customer support of Sales Service Cloud can take too long to reply sometimes
  • The customer service software can be difficult to use for some users
  • Features like knowledge base, communities and web chat are only available for an additional fee

Who are their main alternatives?

Some of the main competitors for Sales Service Cloud are Zendesk and Freshdesk.

Zendesk provides a cloud based customer support application which can handle communication through a variety of channels. The product can be customized to meet the support process flows and there is an App repository with add-on tools to provide extended functionality to the product. Along with traditional ticketing management there are community forums & a knowledge base for customer self service, as well as analytics for measuring support performance against industry benchmarks.

Sales Service Cloud on the other hand provides a social collaboration platform through which agents can exchange information and escalate issues to improve performance. Additionally the product supports mobile device access for customers with live video support for critical issues, with a suggested solutions features that allows agents to provide quick solutions to common problems.

Then there is Freshdesk which provides a similar cloud based solution but with gamification options in order to incentivize support agents to provide better customer service. The product also supports paid customer support with time tracking for problem resolution so that billable hours can be invoiced to customers. There are also service level agreements to govern performance standards as well as an API to integrate to other applications.

In comparison Sales Service Cloud also provides similar features, but includes forecasting options to try and better manage support response time & agent allocation. Additionally the product supports an offline basic operations mode when the internet is not available, with an automatic syncing with the cloud application once connections are restored.

What is the cost of Sales Service Cloud?

The cost of license starts at $90 per user/month. On top of the total cost of licenses which is easy to calculate - what is the REAL total cost of implementation? You need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 4.2 out of 10 (10 is most expensive). You can find here the REAL total cost breakdown for Sales Service Cloud.

What should you ask during a demo session? (65 questions)

Schedule a demo with Sales Service Cloud and access 65 must ask questions for the vendor while watching Sales Service Cloud in action. Visit the vendor's website here.

List of categories

Complaint Management
Customer Service
Help Desk
Mobile CRM
Real Estate CRM
Bug Tracking
Website analysis
Knowledge Management
Banking CRM
Call Center
Call Center Workforce Management

List of features

Campaign Dashboard
Contact Management
Customer Service
Customer Support Tracking
Email Marketing
Knowledge Base
Marketing Automation
Multi-Channel Marketing
Remote Access
Sales Automation
Sales Forecasting
Social Media
Automatic Lead Entry
Shared Contacts

Sales Service Cloud Vs. Alternatives

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$90 per user/month
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$29 per month
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$12 per user/month
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$13.50 per user/month

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.