Salesforce is a name you'll come across time and again in the world of CRM. The company was founded in 1999, and has made a series of acquisitions over the years to make it a truly competitive software powerhouse. As a result, the functions of its many offerings can sound as though they overlap a little. But, what they have in common is a focus on how powerful customer data can drive business success.
What Is Salesforce Used For?
Salesforce is a customer-relationship management (CRM) platform that lets business manage customer queries and complaints, and keep in touch with their customers using email campaigns, for example.
Basically, Salesforce lets businesses manage all the conversations they have with customers in one, single platform. This makes it easier to keep track of customer issues, making them easier to manage, and easier to analyze.
The Salesforce platform can tie-up loads of different ways that businesses talk to customers. For example, it can manage social media interactions, marketing campaigns, online live chat, phone calls, and emails.
Salesforce also offers loads of different services which might come in handy for companies. It calls all of its different offerings “clouds” and there are loads of them: Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud, Commerce Cloud, and Analytics Cloud to name the most popular. Each comes in at a different price, which you can have tailored to your business with our helpful CRM quote tool.
Fortunately for you, they're all accessed through the single, unified Salesforce CRM platform — making it easier to learn and understand the software.
It's also available on Android and iOS mobile devices, as well as on desktops. This makes it super easy for home and remote workers.
In this review, we'll be looking at the features found in Salesforce's two most popular clouds: Sales and Service, which the company says is a “complete CRM for any size team.” Sales Cloud helps your employees manage sales leads and close deals, while Service Cloud helps businesses retain customers.
In This Review:
The Sales Cloud CRM, as the name implies, is aimed at helping a business's agents to manage potential leads and close deals. Among the features it offers:
- Contact Management — Every contact in an agent's account can be tied to any relevant opportunities, cases, social posts, and open or archived activities.
- Opportunity Management — List your deals by a variety of qualities: standard price, quoted price, quantity, and any relevant product codes.
- Lead management — List your leads alongside any relevant context and insights.
- In-app emails — Agents can email their leads from within Salesforce, speeding up the process and ensuring the agents have quick access to the data they need.
- Report building — Analytics software helps agents customize their personal reports and charts with no coding, just simple drag-and-drop tools.
- Team collaboration — Agents can message and send files to other members of their team through the Salesform CRM platform.
- Outlook and Gmail integrations — The entire teams' work email inboxes can be synced with each other, ensuring contact information is available to all.
Sales Cloud can be accessed via desktop or mobile, letting agents move faster wherever they are: The average Salesforce customer sees a 37% boost in sales.
While Sales Cloud helps a business find customers, the Service Cloud helps retain the ones it already has. It gives businesses the tools to provide their customers with the most useful and efficient customer service possible. The main features it offers include:
- Customer chat — Through Service Cloud, customers can message with agents.
- Mobile channels — Customers who prefer using mobile can connect with agents via SMS text or Facebook Messenger.
- Social Customer Service — Agents can monitor social media channels in real-time, reaching out to customers who contact the business there.
- Field Service — Agents can improve onsite job performance with fast access to schedules and inventory. They'll be able to create and manage work orders through Salesforce, on mobile, and with or without the internet. Read our in-depth Salesforce Field Service Lightning review for more.
- Omni-channel records — Through the Salesforce CRM platform, agents can access cases, assets, accounts, and all the information they'll need, at any time, on any device.
The overall impact of this cloud approach is far greater agent productivity, which leads to far greater customer satisfaction, loyalty, and retention.
The customer support software solution was found to lead to 32% more customer happiness in one 2017 study.
Video: More About Sales Cloud
This video dives into the main functions of Salesforce's commonly used service, Sales Cloud, which helps a business' sales team manage their clients. All leads can be grouped by source, company, and contact information in a report with an easily customizable format.
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