Salesforce Customer Self-Service Reviews & Product Details

Salesforce.com is a leading provider of enterprise cloud computing solutions, specifically in CRM. Salesforce Customer Self-Service provides enterprise cloud solutions that comprise apps, platform services, and professional services. In addition, the company's service offerings include sales cloud, service cloud, marketing cloud, community cloud, analytics cloud, Internet of Things (IoT) cloud, and app cloud. The company caters to various verticals such as BFSI, healthcare, IT & communications, retail, manufacturing, public, media, and automotive.

USP : In the CSS and CRM software market, Salesforce Customer Self-Service provides its offerings through Desk.com, which is a cloud-based helpdesk system for interacting with customers and solving customer issues. Desk.com has the multichannel capabilities for self-service, such as knowledgebase, live chats, email, and callback. Primary competitors of Salesforce.com in the CSS software market include Microsoft Dynamics CRM, Oracle, and SAP CRM.

BUYERS
VENDORS
EXPERTS
3.0
ANALYSTS
 

SALESFORCECOM INC detailed analysis

Product Maturity
Company Maturity
Most IMPORTANT
0.0
0.0
0.0
Support Services
3.50
4.05
2.35
Product Features and Functionality
4.05
4.65
3.10
Delivery
4.30
4.30
4.30
Breadth and Depth of Product Offerings
2.75
4.25
3.65
LEAST IMPORTANT LESS IMPORTANT

PARTICIPATING QUADRANTS

SALESFORCECOM INC has chosen it’s strengths in these 3 territories
  • Niche Quadrant

    All-Middle East and Africa

    13 Participants

  • Niche Quadrant

    All-Asia-Pacific

    20 Participants

  • Niche Quadrant

    All-Europe

    20 Participants

STRENGTHS
  • Product Maturity / Support Services
    Level of Support Services
  • Product Maturity / Delivery
    Delivery - Direct
  • Product Maturity / Deployment Mode
    Hosted / On-Cloud
  • Product Maturity / Deployment Mode
    On-Premise
  • Product Maturity / Services Offered
    Consulting Services
  • Product Maturity / Services Offered
    Education & Training
  • Product Maturity / Services Offered
    Integration & Deployment
  • Product Maturity / Services Offered
    Managed Services
  • Product Maturity / Services Offered
    Support & Maintenance
  • Product Maturity / Preferred support services delivery
    Remote Support
  • Product Maturity / Preffered Delivery
    Per User / Device Basis
  • Product Maturity / Preffered Delivery
    Subscription / Licensing
  • Product Maturity / Delivery
    Delivery - Through Partners / Third-Party Vendors
  • Product Maturity / Software Offered
    E-mail Management
  • Product Maturity / Software Offered
    Intelligent Virtual Assistants
  • Product Maturity / Software Offered
    Interactive Voice Response & Interactive Text Response
  • Product Maturity / Software Offered
    Mobile Self-Service
  • Product Maturity / Software Offered
    Social Media and Community Self-Service
  • Product Maturity / Software Offered
    Web Self-Service
  • Product Maturity / Features Offered
    APIs for developing Self-Service Apps
WEAKNESSES
  • Product Maturity / Services Offered
    Other Services
  • Product Maturity / Preferred support services delivery
    On-Site Support
  • Product Maturity / Preffered Delivery
    Full Time Equivalent
  • Product Maturity / Software Offered
    Customer Self-Service Security
  • Product Maturity / Software Offered
    Semantic Search
  • Product Maturity / Software Offered
    Other Software Offered
  • Product Maturity / Features Offered
    Automated Ticketing
  • Product Maturity / Features Offered
    Voice
  • Product Maturity / Features Offered
    Other features offered
  • Product Maturity / End-users catered
    Other End-user(s)
  • Product Maturity / Frequency of Support Service
    Frequency of Support Service - Monthly
  • Product Maturity / Frequency of Support Service
    Frequency of Support Service - Quarterly
  • Product Maturity / Frequency of Support Service
    Frequency of Support Services- Bi-Annually
  • Product Maturity / Breadth and Depth of Product Offerings
    Product/Solution Offered
  • Product Maturity / Support Services
    Customer Feedback
  • Product Maturity / Frequency of Support Service
    Frequency of Support Service - Annually
  • Product Maturity / Frequency of Support Service
    Frequency of Support Service - Others
  • Product Maturity / End-users catered
    Companies/Organizations/Enterprises/Customers
  • Product Maturity / End-users catered
    CRM Software Vendors
  • Product Maturity / Pre Sales Support
    Dedicated Account Manager (DAM)
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TOP FEATURES
  • Product Features and Functionality
    Features Offered
  • Preferred support services delivery
    Remote Support
  • Features Offered
    Community Platforms
  • Software Offered
    Mobile Self-Service
  • Services Offered
    Education & Training
  • Deployment Mode
    On-Premise
  • Features Offered
    Helpdesk Automation
  • Software Offered
    Web Self-Service
  • Features Offered
    FAQ Web Pages
  • Pre Sales Support
    Product Demos

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