I am an outsider and looking at a position with Salesforce, but want to ask if Salesforce customers are generally getting a good customer experience these days? At my current organization, the support organization has been so poorly structured that they are not able to effectively help customers and there is a lot of customer misery as a result. I do not want to join another company if I am going to run into the same problem again. So how is the customer support experience at Salesforce?
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I agree with the past comment about support management. Terrible leadership. Support is treated as a lower class compared to other organizations. People are leaving, stats are falling, many unhappy workers, jobs being moved to other countries. The list keeps on going.
It used to be good quality, but rapidly declined when they got rid of highly skilled support in higher cost countries. It's now heavily skewed to variable quality, harder to manage, employees in low cost countries, aka "The Oracle model". Senior leadership is generally poor. I would look for a smaller company if earlier in your career.
The management in support is horrible and toxic, especially at the SVP level. Can't imagine that, with such awful leadership, the boots on the ground are happy and delivering a good experience to the customers.
The training stinks. I left after a couple of months. Good luck.
That's definitely a better experience than I'm having with another software company currently where the CSM ghosted and then we found out via LinkedIn, not the SaaS vendor, that he had quit lol
The tool will help you to support customer better, but the experience still sucks.
Also what case you are handling?
I personally had few weekend without sleep due to customer has a disruption of service exactly on Friday night, and our support team cannot provide a resolution plan or timeline. Customer was angry and I had to update them every hour on the progress while internally support team only gave me update when they had one. :) tell me if it is a great customer experience you are expecting?