In this review of Salesforce Commerce Cloud, we provide a detailed overview of the company's e-commerce platform and its capabilities. We will discuss the range of features offered, including site customization, integrated payment processing, and customer relationship management (CRM) tools. We will also identify the types of businesses that may benefit from these services. Additionally, we will examine client and customer reviews to highlight common trends and potential concerns. We will cover the company's pricing structure, contract terms, and specific services included. By the end of this article, you will have a clear understanding of whether Salesforce Commerce Cloud meets your e-commerce needs.
About Salesforce Commerce Cloud
Formerly known as “Demandware,” Salesforce Commerce Cloud is an e-commerce merchant account solution offered by Salesforce. From 2004 to 2016, the product was sold by Demandware as an enterprise-class, cloud-based payment platform. Salesforce acquired Demandware for $2.8 billion in 2016 and renamed its flagship product Salesforce Commerce Cloud. The product's branding has been integrated under the Salesforce umbrella. Salesforce Commerce Cloud advertises that its payments are powered by Stripe.
Salesforce Commerce Cloud processes major debit and credit cards for various business types. Their services include e-commerce storefronts, B2B and B2C payments, and order management.
Unified Commerce Platform
Salesforce Commerce Cloud serves as a unified commerce platform, offering businesses a single integrated solution for managing e-commerce activities. This approach eliminates the need for multiple systems, streamlining operations and providing a consistent view of customer data.
AI-Powered Personalization
Salesforce Commerce Cloud leverages artificial intelligence (AI) to enhance personalization. Using the built-in Einstein AI technology, businesses can deliver tailored content, product recommendations, and shopping experiences based on individual customer behaviors and preferences.
Omni-Channel Capabilities
Salesforce Commerce Cloud supports omni-channel retailing, enabling businesses to offer a consistent and seamless shopping experience across multiple channels.
End-to-End Customer Journey Management
With Salesforce Commerce Cloud, businesses can oversee the entire customer journey, from discovery and engagement to purchase and post-purchase service. The platform includes capabilities for marketing, sales, and service, all within a single system.
Global Scalability
Salesforce Commerce Cloud is designed for global operations, offering multi-language and multi-currency support, as well as the ability to manage multiple storefronts. This makes it suitable for businesses operating in international markets.
Developer-Friendly Environment
Salesforce Commerce Cloud provides a developer-friendly environment with tools and resources for creating custom solutions. It includes a suite of APIs and a robust SDK, allowing developers to tailor the platform to specific business needs.
Integration with Salesforce Ecosystem
As part of the Salesforce ecosystem, Commerce Cloud integrates seamlessly with other Salesforce products like Salesforce CRM, Marketing Cloud, and Service Cloud. This integration gives businesses a comprehensive view of their customers and supports more informed decision-making.
Location & Ownership
Salesforce Commerce Cloud is headquartered at 415 Mission Street, 3rd Floor, San Francisco, CA 94105, and does not disclose its acquiring bank or back-end processor, though customer reviews reflect that Salesforce has retained the back-end integration previously provided by Demandware in an effort to provide consistency. Marc Benioff is the CEO of Salesforce.
Salesforce Commerce Cloud Customer Reviews
Here's What Their Clients Say
Customer Reviews Summary
Total Online Complaints
<10
Live Customer Support
Yes
Most Common Complaint
N/A
Recent Lawsuits
Yes
Low Complaint Volume
We’ve identified approximately 5 Salesforce Commerce Cloud reviews, but there’s no evidence to suggest that the service is fraudulent or a scam. Complaints about the company often revolve around challenges with third-party integration, user experience design issues, additional costs for add-ons, and subpar customer service. Following its recent restructuring, it may take some time before Salesforce Commerce Cloud garners significant feedback under its new brand name. However, its predecessor, Demandware, maintained a generally clean complaint record from 2004 to 2016. Many customer reviews indicate that Salesforce Commerce Cloud has retained favorable features from previous Demandware versions, contributing to its positive reputation. It’s improbable that Commerce Cloud will attract a substantial number of complaints under the Salesforce umbrella. If you have your own experience with Salesforce Commerce Cloud, please share it in the comments below.
Salesforce Commerce Cloud Legal Status
As of our investigation, there are no ongoing class-action lawsuits or FTC complaints against Salesforce Commerce Cloud. However, the company faces a lawsuit under the California Consumer Privacy Act (CCPA), alleging inadequate protection of customer data and failure to detect a security breach. Dissatisfied customers seeking non-litigious resolution options are encouraged to report their concerns to relevant supervisory organizations.
Salesforce Commerce Cloud Customer Support
Salesforce Commerce Cloud provides live phone, live chat, and email support to all users, with potentially expanded options for larger enterprise-class businesses. Additionally, customers have access to “subject matter experts” within the Salesforce organization for comprehensive assistance across a wide array of issues. While we rate the company positively in this regard with an “A,” it doesn’t meet our criteria to be considered a top-tier provider for customer service.
The Better Business Bureau does not maintain a profile for Salesforce Commerce Cloud at this time. We therefore will not factor a BBB rating into this review. It should be noted that Salesforce itself currently has no rating with the BBB, but it’s difficult to know how many of its complaints have to do with Salesforce Commerce Cloud.
Salesforce Commerce Cloud does not specify its rates and fees on the Salesforce “Pricing” page or within the Salesforce Commerce Cloud’s information. According to the company’s FAQs:
Pricing is tailored to each customer’s specific needs. Our sales team is dedicated to working with you to develop a package that aligns with both your business requirements and budget, regardless of your company’s size or sector.
Historical data from Demandware, which Salesforce acquired, indicates a preference for offering personalized price quotes based on user growth on the platform. Demandware primarily targeted large enterprises, typically those generating upwards of $20 million annually.
Geared Towards Enterprise-Scale Businesses
Given this focus, smaller to mid-sized businesses may find Salesforce Commerce Cloud’s pricing less accessible. With solutions for both B2B and B2C markets, large enterprises must evaluate the benefits Salesforce Commerce Cloud provides against the investment required. The platform’s pricing model often reflects the scalability of business operations, suggesting that users can expect quotes based on percentage revenue alongside annual subscription costs.
Partnered with Several Processors
To date, there have been no significant complaints about Salesforce Commerce Cloud’s pricing structure, granting it an “A” rating for the moment. Notably, Salesforce Commerce Cloud collaborates with various payment processors like Checkout.com, Veritrans Merchant Services, and Braintree Payment Solutions, some of which are known for offering competitive rates comparable to the most affordable merchant accounts.
Business owners in search of competitive merchant services are advised to review our selection of the best merchant services.
Like other cloud-based e-commerce platforms, Salesforce Commerce Cloud appears to primarily market itself via an in-house sales staff, traditional marketing, referral partnerships, and as an add-on of Salesforce’s existing business software. There is no indication at this time that the company employs independently contracted sales agents, and we cannot find any Salesforce Commerce Cloud reviews that accuse the company of deceptive sales conduct.
Salesforce Commerce Cloud does not advertise any merchant account-related pricing on its website, and the company’s website states that sales staff provide quotes on customized pricing for each client. In light of these factors, we feel that Salesforce Commerce Cloud deserves an “A” in this category. That said, if you suspect that Salesforce Commerce Cloud is charging you undisclosed fees, we recommend seeking a third-party statement audit.
Our Salesforce Commerce Cloud Review Summary
Our Final Thoughts
Salesforce Commerce Cloud rates as a reliable enterprise-scale e-commerce credit card processing provider according to our rating criteria. Although the company is still emerging from a period of transition and does not disclose much information about its pricing, it currently compares favorably to the leading e-commerce platforms. If its pricing and features remain the same from its days as Demandware, Salesforce Commerce Cloud will be much better suited for large and enterprise-level businesses than for small and midsized businesses.
If you found this article helpful, please share it!
In the late 2000s, as a broke college student struggling to make ends meet, I was contacted by a merchant services company after uploading my resume to a job listings website. This company promised substantial commissions and ongoing residual income for simply persuading businesses to accept credit card payments. It seemed straightforward enough—after all, what business doesn’t need to process credit card payments? Following a phone interview with a persuasive “sales director,” I found myself embarking on what I believed would be an easy job that would significantly boost my bank account with reliable monthly income and large sales commissions. However, the lessons I learned would profoundly change my life in ways I could never have imagined.
After completing my sales training, I hit the ground running, eager to make sales. This broke college student was determined to improve his financial situation! My first attempt at a cold call, with no prior appointment, ended with a burly man in his 50s yelling at me to leave, claiming he had been “totally robbed” by someone like me before. As I hastily exited, puzzled and intimidated by his reaction, I couldn’t help but wonder what he meant. Throughout the day, I encountered similar hostility from other business owners, all expressing disdain for the industry I had been so excited to join that morning. Confused and curious, I decided to shift my approach from selling to listening.
I quickly uncovered that the merchant services sector was riddled with unethical practices, including hidden fees, deceptive marketing, fine-print traps, and much more. It dawned on me that I had nearly been tricked by a dubious company into selling overpriced services under contracts with long-term commitments, all without being fully aware of what I was promoting. Outraged, I resigned from that company but learned that there were indeed ethical credit card processing companies that treated their clients fairly. Over the next four years, I worked for one such company, assisting hundreds of businesses in securing cost-effective processing solutions. Yet, I also met many more who had been misled and trapped in onerous service agreements. Determined to help people steer clear of these unscrupulous providers, I launched this website in my spare time, dedicating myself to researching and sharing my findings on every merchant account provider I could investigate.
Gradually, more and more business owners began to discover my articles. As word spread, search engines started to rank my content highly, amplifying its reach. My efforts were making a difference! Eventually, the website garnered enough traffic to enable me to leave my job and focus on it full-time, a journey that has now spanned over a decade. This path has not been without its challenges; unscrupulous company owners have tried to intimidate and sue me into silence on several occasions. Yet, I have stood firm against each threat. Here I am, continuing to publish reviews and articles, hoping to safeguard others from the pitfalls of the credit card processing industry.
If you believe in my mission and wish to contribute, please share my articles on your websites and social media. Thank you for visiting!
Testimonials & Complaints
How Did Salesforce Commerce Cloud Treat You?
1 User Reviews
Kingston Rosa
I absolutely love Salesforce Commerce Cloud! It’s a game-changer for our online business. The platform’s seamless integration and user-friendly interface make managing our e-commerce store a breeze. From managing inventory to analyzing sales data, it’s all in one place, saving us valuable time and effort.
Salesforce Commerce Cloud’s robust features empower us to deliver a personalized shopping experience to our customers, and that has significantly boosted our conversion rates. The platform’s mobile responsiveness ensures our site looks fantastic on any device, which is crucial in today’s market.
The support team has been outstanding, addressing our queries promptly and providing valuable insights. We feel confident knowing we’re backed by a reliable partner who constantly evolves with the latest industry trends.
Thanks to Salesforce Commerce Cloud, we’ve seen a substantial increase in sales and customer satisfaction. It’s the perfect solution for any business looking to thrive in the digital landscape!
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Kingston Rosa
I absolutely love Salesforce Commerce Cloud! It’s a game-changer for our online business. The platform’s seamless integration and user-friendly interface make managing our e-commerce store a breeze. From managing inventory to analyzing sales data, it’s all in one place, saving us valuable time and effort.
Salesforce Commerce Cloud’s robust features empower us to deliver a personalized shopping experience to our customers, and that has significantly boosted our conversion rates. The platform’s mobile responsiveness ensures our site looks fantastic on any device, which is crucial in today’s market.
The support team has been outstanding, addressing our queries promptly and providing valuable insights. We feel confident knowing we’re backed by a reliable partner who constantly evolves with the latest industry trends.
Thanks to Salesforce Commerce Cloud, we’ve seen a substantial increase in sales and customer satisfaction. It’s the perfect solution for any business looking to thrive in the digital landscape!