50 Great Customer Service App Marriages from the AppExchange - Click Software

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50 Great Customer Service App Marriages from the AppExchange

September 17, 2015 Dana Liberty 0 Comments

To make the most of Salesforce, companies and organizations are choosing and adding apps from the AppExchange. One category of AppExchange apps that we at ClickSoftware love is the Customer Service category. Within the category are all sorts of apps that cover everything from call center help to data integration. Being able to integrate these various services with your Salesforce account is beneficial on nearly every level, but it especially helps because your data will no longer be siloed.

 

To help you discover the AppExchange customer service apps that will best benefit your organization, we have compiled a list of 50 that marry particularly well with Salesforce (and often with one another, too). Integrating your customer service data from multiple services and enhancing your service with Salesforce’s capabilities will help your company to operate more efficiently and productively. These apps directly benefit your sales representatives, your marketers, and your customer service representatives, which will help your entire organization at every turn.

 

When compiling our list of great customer service app marriages from the AppExchange, we searched for only apps with the most advanced and useful features. We also looked for customer service apps that integrate lots of data and work extremely well with Salesforce. Some of the apps on our list are among the most popular customer service apps available on the AppExchange, while others are just beginning to be noted for their value. All in all, our customer service app recommendations will benefit your company when you integrate their services with your Salesforce account.

 

Please note, we have listed our great customer service app marriages from the AppExchange here, in no particular order.

 

1. SurveyMonkey for Salesforce

Visit website

@SurveyMonkey

 

SurveyMonkey for salesforce

 

SurveyMonkey for Salesforce enables your organization to create and send surveys, so that you can track customer satisfaction. You control the content of your surveys and when to send them, or allow the app to automatically send the survey, after a campaign or customer interaction.

 

Key Features:

  • See survey results and Salesforce data side-by-side for a total view of your customers
  • Trigger surveys based on Salesforce events or schedule surveys to create benchmarks
  • Monitor real-time responses from anywhere, any time with the Salesforce1 and Survey Monkey app

 

Cost: FREE trial available for 30 days; Contact for a quote

 

2. ContactWorld for Salesforce

Visit website

@NewVoiceMedia

 

New Voice Media cloud CTI solution for contact centers

 

NewVoiceMedia’s ContactWorld is a computer telephony integration (CTI) solution that helps companies seamlessly integrate their contact center with Salesforce. With 99.999% uptime, ContactWorld for Salesforce makes click-to-dial and call tracking easier than ever before. This customer service app from the AppExchange delivers deep communication integration with Salesforce and enables organizations to provide faster service with enhanced customer satisfaction.

 

Key Features:

  • Integrates with Service Cloud for your contact center and Sales Cloud for your sales teams
  • Uses OpenCTI and works on any internet-connected device
  • Routes on data in any field on any object, including leads, contacts, accounts, or cases

 

Cost: FREE trial available; Contact for a quote

 

3. ShiftExpert

Visit website

@ClickSoftware

 

ShiftExpert from ClickSoftware on salesforce appexchange

 

Our own ShiftExpert delivers intelligent, quick, and easy shift scheduling so that your organization can deliver the service your customers expect. 100% native on Salesforce1, ShiftExpert gives employees, shift managers, and planners the complete visibility they need to know who is working when, how the planning affects service, and position coverage and budget.

 

Key Features:

  • Easily align employee skills to shifts
  • Plan as far ahead as months away to maximize productivity and eliminate waste
  • Optimized scheduling in just one click

 

Cost: Starts at $12/user/month

  • Discounted for nonprofits; Contact us for a quote

 

4. inContact’s Agent for Salesforce

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@inContact

 

icontact app on salesforce appexchange

 

inContact, a leader in cloud contact center software, works to help organizations create quality customer experiences. Their customer service app on the AppExchange optimizes agent efficiency by providing a unified customer experience across all channels. With the patented no-pause dialer, comprehensive call logging, and advanced case routing, inContact’s Agent for Salesforce is an OpenCTI agent application that enhances customer service.

 

Key Features:

  • Native Salesforce case routing
  • PersonalConnection no-pause automated outbound dialing
  • Embedded agent UI provides access to all channels
  • Built-in integrations for Sales Cloud and ServiceCloud

 

Cost: Contact for a quote

 

5. Desk.com for Salesforce

Visit website

@Desk

 

desk.com for salesforce

 

Desk.com for Salesforce gives sales and support teams the ability to collaborate with a complete view of customers in order to deliver fast customer support, regardless of the channel. Designed especially for small businesses, Desk.com for Salesforce is a customer service app on the AppExchange that helps businesses offer faster, more satisfying customer support.

 

Key Features:

  • Out-of-the-box support to manage cases and help customers faster than ever
  • Integrates all of your data to provide the insights you need to make faster, better decisions
  • Share knowledge on a self-service site so customers can help themselves and find their own answers

 

Cost: Contact for a quote

 

6. Timba Surveys by Altimetrik

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@Altimetrik

 

 

A native Force.com application, Timba Surveys helps organizations create surveys quickly and easily so they can begin collecting responses on the spot. Timba Surveys is more than a customer service application, as it also enables users to collect feedback internally.

 

Key Features:

  • Create and customize surveys with templates and draggable questions
  • Powerful survey designer for creating surveys through a point-and-click interface
  • Send surveys to Salesforce Contacts, Leads, and external contacts, or share with Chatter followers
  • Built-in analytics with the ability to export reports

 

Cost: Contact for a quote

 

7. GetFeedback

Visit website

@getfeedback

 

 

GetFeedback is the customer service AppExchange app that helps organizations create engaging customer service surveys and map the responses directly into Salesforce on Accounts, Contacts, Cases, and more. Easy to use and customize, GetFeedback displays on smartphones, tablets, and browsers.

 

Key Features:

  • Create engaging, mobile-ready surveys with ease
  • Distribute surveys via email, workflow, or any email marketing app
  • Save all responses in Salesforce on accounts, contacts, cases, and more

 

Cost: Contact for a quote

 

8. FastCall

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@fastcall411

 

 

With more than 3,000 installs as of July 2015, FastCall is a top Salesforce-native phone app that helps organizations increase phone productivity. Typically considered a sales tool, FastCall doubles as a customer service app because of its features, including call routing and missed call notification.

 

Key Features:

  • Native, OpenCTI phone app
  • Softphone, click-to-call, and SIP integration
  • Call recording, voicemail drop, local caller ID, inbound call routing, and automatic call distribution (ACD)
  • 100% installed in Salesforce
  • Automate calls from any Salesforce trigger

 

Cost: Contact for a quote

 

9. FormAssembly for App Exchange

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@FormAssembly

 

 

FormAssembly for AppExchange gives organizations the tools they need to create powerful web forms for collecting and sending data to any Salesforce custom and standard objects. Gather the data you need with FormAssembly for AppExchange to personalize customer service interactions and better engage your customers.

 

Key Features:

  • Create and manage web forms, including contact, feedback, registration forms, and surveys
  • Supports conditional sections, input validation, and more
  • Use web forms to create or update any record in Salesforce, such as leads, cases, attachments, custom objects, and more
  • Email notifications, charts of aggregated data, statistics on completion time and drop-out rate, and Paypal integration

 

Cost: FREE trial available for 14 days

  • Starts at $59/user/month

 

10. RingCentral for Salesforce

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@RingCentral

 

 

With RingCentral, your customer service reps can “be productive from anywhere.” This customer service app on the AppExchange allows for business communications in the cloud, as it provides an enhanced CRM experience with integrated cloud business communications. See how RingCentral for Salesforce improves your workforce’s productivity by increasing call efficiency and enhancing each customer interaction.

 

Key Features:

  • Call leads and customers from within Salesforce, using RingCentral for Salesforce dial pad or clicking the contact to dial out
  • Instantly matches incoming callers to existing contact records that are displayed automatically
  • Log notes during or after calls and switch between browser tabs to work on multiple interactions
  • Compatible with all major browsers on PC and Mac and supports Salesforce Professional Edition and above

 

Cost: Contact for a quote

 

11. Five9 Virtual Contact Center

Visit website

@Five9

 

 

Five9 is known as a leading provider of cloud contact center software. Now, Five9 provides integrated contact center software for any Salesforce organization with their advanced CTI, interactive voice response (IVR), ACD, Dialer, and call center capabilities. Appropriate for sales and marketing as well as for customer service, the AppExchange app by Five 9 increases productivity and improves customer service operations.

 

Key Features:

  • Predictive and power dialing to improve productivity and revenues by reading more contacts via outbound phone calls
  • A single desktop integrates Five9 contact center with your Salesforce application via OpenCTI, providing screen pop, click to call, list synchronization, and more
  • Reliable ACD routes callers to the best available agent based on agent skills, caller information, and business rules defined by the contact center in an easy-to-use graphical user interface

 

Cost: Contact for a quote

 

12. ClickWorkforce

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@ClickSoftware

 

 

Improve your field service with ClickWorkforce, our Salesforce1 enabled app that enables you to instantly schedule all of your field service employees. When you are in contact with your mobile workforce, you ensure better customer service. That’s why ClickWorkforce helps you to chat live and in context with your mobile workforce, plus respond to real-time activities.

 

Key Features:

  • Schedule in real time and provide optimized appointments based on actual employee availability and your business rules
  • Connect your entire team through Salesforce Chatter, allowing fast information passing from the field to operations and sales
  • Inform customers in real time of these actions, while they are occurring
  • Combines efficient task scheduling, real-time mobility, and insightful service analytics to benefit your entire service team

 

Cost: Contact us a for a quote

 

13. SURVE

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@clicktools

 

 

Clicktools has been working since 2001 to help organizations collect, centralize, and act on customer feedback while leveraging the power of CRM. That’s why they offer SURVE, their premium survey app for customer feedback in Salesforce, as a complete solution for feedback across the customer journey.

 

Key Features:

  • Collect feedback with a powerful, flexible survey solution across sales, marketing, and customer service teams
  • Fully integrated with Salesforce to provide meaningful context, relevancy, and visibility across your entire organization
  • Act on feedback with timely, personalized communications to recognize and adapt to customer responses
  • Link performance and service to customer feedback
  • Mobile-friendly deployment of surveys on virtually any device

 

Cost: Contact for a quote; Discounted for nonprofits

 

14. Avaya Communication Manager

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@Avaya

 

 

Avaya seeks to help organizations improve customer satisfaction with their Communication Manager, an AppExchange app that provides a fully integrated Open CTI solution for Salesforce.com. The app gives organizations access to Avaya’s native softphone, screen pop, agent call control, and call logging to improve service rep productivity and customer service as a whole.

 

Key Features:

  • Fully implements Salesforce Open CTI
  • Full thin-client implementation
  • Supports both contact center and enterprise

 

Cost: Contact for a quote

 

15. CronSights Handle Time Metrics

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@CronSights

 

 

CronSights gives companies a new way to automate performance management in the Salesforce Service Cloud. This customer service app on the AppExchange helps you to measure every action by every service desk user or contact center case, in order to determine exactly where to improve operations and reduce overall handle time, optimize performance, and increase customer satisfaction.

 

Key Features:

  • Precisely measure handle times spent by each user, on each action, working on every support case
  • Identify the bottlenecks by tracking the actions, products, or case types that are most time consuming,
  • Determine the areas that require the most improvement in performance
  • Deliver the metrics needed for making targeted improvements, including extra training, new handling techniques, and better customer service scripts

 

Cost: Contact for a quote; Discounted for nonprofits

 

16. CloudCall

Visit website

@Synety

 

 

CloudCall integrates with Salesforce to allow for advanced call functionality so that businesses are better able to manage their communications. A CTI solution, CloudCall is cloud-based and enhances organizations’ customer service operations with click to call, screen pop, and call recoding.

 

Key Features:

  • Integrates with Salesforce Enterprise, Unlimited, and Professional editions
  • Contact center functionality available from your CRM and the Salesforce1 app
  • Works with any phone system
  • Click to call directly from Salesforce
  • Dashboards to monitor users’ performance in real time
  • Inbound screen pops with links to customer records
  • Manage communications from anywhere, any time using CloudCall’s integration with Salesforce1
  • Supervisor controls include monitor, whisper, and barge to monitor outgoing calls

 

Cost: FREE trial available for 14 days; Contact for a quote

 

17. DialSource for Salesforce

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@DialSource

 

 

Native to Salesforce, DialSource is a cloud telephony and automation solution that can help to elevate your customer service reps ‘ productivity with multi-line dialing and powerful task automation. Organizations choose DialSource because it accelerates, manages, and automates their service cycle and is designed for customization.

 

Key Features:

  • Post-call automation eliminates manual Salesforce.com updates after calls, as agents are able to click a single button and move on
  • Increase customer contacts per hour
  • Whisper mode allows managers to drop in and coach agents on live calls

 

Cost: Contact for a quote; Discounted for nonprofits

 

18. Case Merge Premium

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@icsfdc

 

 

Internet Creations, Salesforce consultants and technology experts, offer several customer service apps on the AppExchange. Case Merge Premium is their customer service app that finds duplicate cases and merges them, to create more streamlined customer service operations.

 

Key Features:

  • Purpose-built add-on for Salesforce
  • Provides access for authorized users only
  • Merges case data plus related standards and custom objects
  • Automatically re-associates comments, emails, and attachments on duplicated cases
  • Flexible configuration

 

Cost: FREE trial available for 21 days; Contact for a quote

 

19. InGenius Connector Enterprise

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@InGeniusSW

 

 

InGenius Connector Enterprise integrates with Salesforce, thanks to the power of OpenCTI, and enables your organization to enjoy the benefits of call logging, screen pop, and click to dial with your existing phone system. This out-of-the-box solution works with both Sales Cloud and Service Cloud and gives users unobstructed views in either of those Salesforce solutions.

 

Key Features:

  • Easily integrate with your custom objects to relate calls to existing records or create new records with auto-populating fields based on called ID information
  • Works with all browsers
  • Leverage your existing phone system and its established call queue and routing

 

 

Cost: Contact for a quote

 

20. Callinize Sales Acceleration

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@callinize

 

 

Callinize bills themselves as “the best thing to happen to making and taking phone calls since touch tone dialing,” and their Callinize Sales Acceleration app on the AppExchange helps to make your customer service operations more efficient by tracking all of your calls and logging every customer call to your CRM automatically. Enable your customer service call center reps to dial faster with click to dial, with Callinize Sales Acceleration.

 

Key Features:

  • Click to dial, CTI integration, automated voicemails, call analytics, call tracking, and more
  • Start recognizing callers with the inbound screen popup
  • Works with over 100 popular phone providers so you don’t have to switch your phone system

 

Cost: $19/user/month

  • Discounted for nonprofits; Contact for a quote

 

21. Skype Click-to-Call for Mac and PC

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@VersatileCap

 

 

Sometimes, customer service is best delivered face-to-face. That’s where Skype Click-to-Call for Mac and PC, an AppExchange app by VersatileCapitalist, Inc., comes in. With Skype Click-to-Call for Mac and PC, customer service reps can make Skype calls directly from Salesforce.

 

Key Features:

  • Make Skype calls from within Salesforce
  • PC and Mac compatible
  • Call logging in activity history

 

Cost: $19/user/month

  • Discounted for nonprofits; Contact for a quote

 

22. Take Ownership for Cases

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@icsfdc

 

 

This AppExchange customer service app, offered by Internet Creations, makes it incredibly fast and easy to take ownership for cases in Salesforce. With Take Ownership for Cases, customer service reps can reduce the number of clicks required to claim cases from 5 to 1 by adding a custom button to the Case Page layout.

 

Key Features:

  • Takes just a few minutes to install
  • Start using the app in just seconds after installation
  • Reduce clicks from 5 to 1 to make customer service reps more efficient and productive

 

Cost: FREE

 

23. Fonality CRM Link for Salesforce

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@Fonality

 

 

Fonality delivers cloud-based and hybrid-hosted solutions for business communications that increase mobility and enhance productivity. Their customer service app on the AppExchange, Fonality CRM Link for Salesforce, integrates your Fonality unified communications with Salesforce to improve customer service rep productivity, increase call efficiency, and revolutionize the entire customer experience.

 

Key Features:

  • Embedded on-screen dial pad, automated notes, caller ID, and call records available within a single dashboard
  • Gain intelligent control of customer contact data and connect to any customer by clicking on his phone number within the record
  • Dial any phone number without switching browser tabs and automatically store notes logged during a call with comments in the customer’s activity history
  • Enable fast, superior customer service with incoming call screen pops that display matching contact records

 

Cost: Contact for a quote

 

24. PhoneBurner

Visit website

@PhoneBurner

 

 

PhoneBurner is a power dialer that boosts customer service by helping organizations to reach more customers. The power dialing platform dials contacts, leaves voicemails, and sends follow-up emails, so that you can reach your customers more easily than with a simple click-to-call app. Sales professionals love PhoneBurner, but customer service reps also benefit from the live client interactions and increased productivity that this app from the AppExchange has to offer.

 

Key Features:

  • Instant voicemails, emails, and reporting to increase productivity
  • Cost effective and easy to use
  • Instantly dials contacts from Salesforce live
  • Send prerecorded voicemail and personalized email with one click

 

Cost: Starts at $67/user/month

 

25. Case Merge for Salesforce

Visit website

@ForcebyDesign

 

 

Force by Design are experts at cloud computing, especially that associated with Salesforce.com apps and Force.com development. That’s why their Case Merge for Salesforce is a popular customer service app on the AppExchange; it’s simple to use yet beneficial for organizations that find themselves wasting time and energy with duplicate cases. Case Merge for Salesforce merges your duplicate cases with one click.

 

Key Features:

  • Use custom settings to automate your method of merging, in the way that best fits your use of Salesforce, such as choosing to carry over comments, history, or attachments
  • Select which version of a case field takes precedence with a single click
  • Choose which updates are added in every instance

 

Cost: FREE

 

26. SMSupport

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A 100% native Salesforce app on the AppExchange, SMSupport allows customer service reps to engage in real-time, two-way conversations via SMS. With SMSupport, your agents will respond to customers in a more convenient way that is interactive and engaging, via text message.

 

Key Features:

  • Send text messages to Contacts or Leads or send multiple texts at once to all Campaign members
  • Engage in real-time conversations via SMS with multiple Twilio numbers
  • Receive incoming texts in Salesforce, just as you would on a mobile phone
  • Use your own Twilio account, making SMSupport an affordable choice
  • Uses Twilio’s API to send text messages to 1,000 carrier networks in more than 150 countries, with other gateways available

 

Cost: $19/user/month

  • Discounted for nonprofits; Contact for a quote

 

27. CTI Data Connector

Visit website

@miragecomputer

 

 

CTI Data Connector is a telephony application from Mirage Computer Systems that is easy to use as an integrated service with your Salesforce account. All of your call information automatically saves as an activity, with a call history list that includes quick access to recent calls, making CTI Data Connector a great customer service tool.

 

Key Features:

  • Supports any PBX (VOIP, hosted, or standard)
  • Works with Sales Cloud and Service cloud
  • You keep your existing phone system and phone provider
  • Click to dial,
  • Caller ID from Salesforce.com accounts, contacts, and leads

 

Cost: Starts at $14/user/month

  • Discounted for nonprofits; Contact for a quote

 

28. LiveChat

Visit website

@LiveChat

 

 

LiveChat is chat software with help desk features that is suited for ecommerce. LiveChat helps companies provide outstanding customer service by chatting live with website visitors to improve customer support and satisfaction. This real-time, live chat and help desk app on the AppExchange is used by more than 11,000 businesses from small to large.

 

Key Features:

  • Chat and help online visitors make purchase decisions to close more deals
  • Identify, reach, and chat instantly with the best prospects and customers directly on your site
  • Build trusting relationships with your online visitors through live chat

 

Cost: FREE trial available; Contact for a quote

 

29. LiveOps Voice Advantage

Visit website

@LiveOps

 

 

LiveOps is a global leader in cloud contact center and customer service solutions. Their LiveOps Voice Advantage is a native telephony application that employs Open CTI for seamless voice interactions within Salesforce.com. Provide better service with LiveOps’ real-time screen pop for complete visibility into customer record data and complete interaction history.

 

Key Features:

  • Ensure every call is routed to the best agent, regardless of location
  • Use Open CTI to enable agents to see who is calling and instantly view customer records
  • Complete call recording and instant access to calls directly through Service Cloud

 

Cost: Contact for a quote

 

30. Medallia for Salesforce

Visit website

@Medallia

 

 

The best brands rely on Medallia to deliver the best experiences, and you can, too, with Medallia for Salesforce. This customer service app on the AppExchange makes it possible for organizations to use the voice of the customer analytics, in order to drive loyalty. Provide your customer service teams with tailored insights and prioritized actions so that they can improve customer experience from within Salesforce.com with Medallia for Salesforce.

 

Key Features:

  • Provide your sales and support teams with the customer feedback they need to improve customer experience
  • Survey customers immediately after interactions
  • Deliver tailored insights to the frontline, and highlight customers at risk
  • Trigger recovery actions to create Salesforce cases and workflows
  • Sync Salesforce case management tickets with Medallia
  • Get a complete view of customer satisfaction, along with customer case history
  • Illustrate the impact of loyalty by linking satisfaction and revenue

 

Cost: Contact for a quote

 

31. Tango Card

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@TangoCard

 

 

Tango Card is the customer service app for AppExchange that gives organizations the ability to send real gifts to build customer relationships and loyalty. Because of the seamless integration with Salesforce, Tango Card for Salesforce helps companies give rewards and track gift cards right from their Salesforce accounts. Save time while making rewards, incentives, and gift cards easy with Tango Card for Salesforce.

 

Key Features:

  • Give, manage, and track gift cards from within your Salesforce account
  • Zero fees
  • Integrated with Concur for easy expense reports and Treat.com to send physical greeting cards as easily as sending email
  • Simply look up a contact or lead, choose a gift card or physical greeting card, write a message, and click “Send”
  • Purchase history is stored in activity history for easy tracking and follow up
  • Chatter users can automatically post the information to their Chatter feeds

 

Cost: Contact for a quote

 

32. Vocalcom

Visit website

@Vocalcom

 

 

To date, more than 3,500 companies have chosen Vocalcom contact center software to raise productivity and customer satisfaction. Vocalcom for Salesforce enables companies to run their entire contact center in Salesforce in order to maximize productivity, customer engagement, and business agility, plus deliver the best experience for agents and customers alike.

 

Key Features:

  • Salesforce CTI, skill-based routing, integrated IVR
  • Includes predictive dialer, power dialer, progressive dialer, inside sales, telesales, and click to call
  • Call recording and multi-channel call center software CTI

 

Cost: $99/user/month

 

33. Case Timer for Salesforce

Visit website

@arxxus

 

 

Arxxus, a strategic Salesforce.com partner, offers Case Timer for Salesforce. This customer service app on the AppExchange delivers a one-click solution for users to track and log elapsed time while resolving cases. System administrators also generate reports to calculate the time required to resolve cases.

 

Key Features:

  • Agents log their time for resolving cases
  • Mangers track the time taken to resolve the cases
  • Populate reports with the total time in seconds to track agents’ performance
  • User-friendly interface

 

Cost: FREE

 

34. Coveo

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@coveo

 

 

Coveo is a top enterprise search solution for Salesforce. Fully integrated with Salesforce, Coveo helps companies boost case deflection and maximize agent productivity. Coveo automatically suggests case-resolving content and experts from all sources to streamline customer service operations.

 

Key Features:

  • More than 50 secure connectors to cloud and on-premise systems so agents and customers can view all case-resolving content from their Salesforce user interfaces
  • Real-time analysis of all knowledge sources to deliver up-to-date recommendations of relevant content and experts
  • Advanced filtering capabilities give agents and customers the ability to find answers quickly and easily
  • Agents curate content with one click to make sure it is findable and usable
  • Fully-integrated search analytics generate customizable dashboards and reports to give agents the insights necessary for driving customer service KPIs

 

Cost: Contact for a quote

 

35. ShoreTel Sky Connect for Salesforce

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@shoretel

 

 

ShoreTel Sky Connect for Salesforce connects the telephone and Salesforce so that users can click to dial any number within the application. Screen pops identify callers, note taking is automated, and real-time analytics are available to make customer service operations more efficient.

 

Key Features:

  • Management has access to a complete view of critical business metrics with dashboards that serve as an early indication of sales performance
  • Inbound screen pops deliver instant visibility into callers and display relevant lead or contact information before the call even is answered
  • Representatives save 15-30 seconds per dial, to save more time for service
  • Automates the process of entering call records into Salesforce

 

Cost: Contact for a quote

 

36. SightCall Visual Support Agent

Visit website

@sightcall

 

 

SightCall works to help organizations deliver better customer experience by adding real-time interaction tools to web and mobile apps. SightCall Visual Support Agent for Salesforce is their customer service app on the AppExchange that adds a video customer support chat button to web pages or mobile apps so that customers can connect to support agents.

 

Key Features:

  • Enrich customer experience through real-time features such as video, co-browse, annotations, and more
  • Video chat face-to-face with customers in real time
  • Improve customer experience and increase customer satisfaction with a more personalized approach to customer service
  • Compatible with all major browsers, including mobile support for Android and iOS

 

Cost: Contact for a quote

 

37. Case Flags

Visit website

@icsfdc

 

 

A native app for Salesforce, Case Flags gives organizations the ability to monitor their response times with Cases at a glance via color-coded flags. Case Flags gives real-time visibility to cases that require responses to customers.

 

Key Features:

  • Eliminate case neglect
  • Avoid service level agreement (SLA) violations
  • Measure initial response, even in business hours
  • Quickly prioritize cases needing attention
  • Highly configurable using formula fields
  • Emails and case comments automatically set and clear flags
  • Flags display based on administrator-defined intervals

 

Cost: $720/organization for the first 10 users/year

  • Discounted for nonprofits; Contact for a quote

 

38. Feedbox

Visit website

@FeedboxCEM

 

 

Feedbox seeks to provide omni-channel customer feedback solutions that empower companies to engage with customers everywhere, including in-store, online, and via mobile apps. When integrated with your Salesforce account, Feedbox helps companies create and deploy short, customizable surveys directly from Salesforce.

 

Key Features:

  • Multi-channel surveys to engage with customers wherever they are
  • Create your first surveys within minutes, easily
  • SaaS that completely integrates into Salesforce

 

Cost: Starts at $50/user/month

  • Discounted for nonprofits; Contact for a quote

 

39. Team Support

Visit website

@TeamSupport

 

 

An award-winning, cloud-based customer support and help desk solution, Team Support makes use of collaboration so that teams are able to deliver an extraordinary customer experience. Team Support for Salesforce is designed especially for B2B software and technology companies to refocus customer support on the actual customer, as a seamless bi-directional integration of customer and case information.

 

Key Features:

  • Superior customer database
  • Responses to customers can include rich media text, screen recordings, and in-line images
  • Powerful, easy to use customer portal
  • Knowledge base and wiki allow for knowledge-centered support
  • Integrated chat for customer interactions
  • Collaborative tools allow your entire company to support customers

 

Cost: Starts at $35/user/month

 

40. MindTouch

Visit website

@MindTouch

 

 

businesses support customer success as a result. Their customer service app on the AppExchange delivers a customer engagement platform that transforms product and support content into a valuable customer engagement channel because it provides a complete view of the customer for sales, marketing, and support teams.

 

Key Features:

  • Take control of your brand by turning your existing help content into the hallmark of a branded SEO strategy to meet buyers’ and customers’ needs as they look to validate and self-serve
  • Transform customers into product experts who in turn improve retention, increase value, and become brand advocates
  • Engage users at any time, anywhere

 

Cost: Contact for a quote

 

41. Wirefast Enterprise Messaging

Visit website

@Wirefastcloud

 

 

Wirefast Enterprise Messaging for Salesforce is a solution that provides SMS, 2-way SMS, eFax, and Text-to-Voice functionality to your Salesforce environment. Enhance the way in which your company communicates with customers to increase customer satisfaction and improve productivity, with Wirefast Enterprise Messaging.

 

Key Features:

  • Complete integration with Salesforce for inbound and outbound SMS, fax, and email messaging
  • Templates and free text messages can be sent to single recipients and lists
  • Enable mass messaging using your standard “Views”

 

Cost: Contact for a quote

 

42. GoToAssist Corporate Integration for Salesforce

Visit website

@gotoassist

 

 

GoToAssist enables your customer support professionals to see the customer’s screen, control it, and fix the problem. By instantly delivering remote support to customers’ computers, your organization increases customer satisfaction and reduces support costs.

 

Key Features:

  • Smoothly integrates with your Salesforce account
  • Initiate remote support sessions directly from Salesforce case records
  • All session details are automatically captured at Activity History
  • Integrated remote support for customers on Windows and Mac

 

Cost: Contact for a quote

 

43. Toucan – The Twitter Client for Salesforce

Visit website

@toucancrm

 

 

As customers are taking their satisfaction and dissatisfaction with customer service issues to social media, Toucan – The Twitter Client for Salesforce saves the day for companies seeking to find and view those tweets from customers, leads, and contacts. Toucan integrates Salesforce users, leads, and contacts with their Twitter profiles and then enables organizations to drill down and discover what their customers are tweeting.

 

Key Features:

  • View and follow tweets, post updates, and send replies to users, contacts, and leads
  • Run a Tweet campaign and track click-through metrics to identify your tweet effectiveness
  • Save a tweet as an activity on a contact or a lead, create a support case, and respond via Twitter

 

Cost: Contact for a quote; Discounted for nonprofits

 

44. 3CLogic

Visit website

@3CLogic

 

 

3CLogic provides easy cloud-based contact center solutions with seamless CRM integration. 3CLogic helps organizations deliver superior customer service through the latest in customer communications while seamlessly integrating with your business and needs.

 

Key Features:

  • Allow customers to contact you any time and in any way with multichannel communications
  • Enhance client retention and satisfaction with efficient call routing
  • Use the call prioritization feature to favor your most important customers
  • Maintain consistent customer service with the advanced agent scripting engine to guide your agents
  • Remote agent capabilities allow you to keep a flexible workforce

 

Cost: Contact for a quote

 

45. RapidCase for the Service Cloud

Visit website

@aptaria_icno

 

 

Aptaria is a Salesforce and cloud consulting company that specializes in integrating Salesforce and other cloud applications with enterprise software. Their RapidCase for the Service Cloud is a customer service app on the AppExchange that enables call center support reps to handle calls from both first-time and existing callers much more quickly with one-click case creation and excellent information retrieval.

 

Key Features:

  • 1-clice record creation to create accounts, contacts, and cases
  • Custom search to search only those fields that are relevant to your organization
  • All-inclusive console allows reps to see critical customer information
  • Streamlined record creation process so that reps can create an account, contact, and case with a single click, all on the same screen to speed calls for new customers

 

Cost: Contact for a quote

 

46. KXEN’s Predictive Offers

Visit website

@SAP

 

 

KXEN’s Predictive Offers is a customer service app on the AppExchange that delivers cloud-native predictive analytics and incorporates the next best activity, business rules, and self-learning. The app collects all of the information your organization has gathered about your customers to deliver personalized offer recommendations. Give your customer service agents the advantage of knowing that they will make the next best offer every time with KXEN’s Predictive Offers.

 

Key Features:

  • Packaged with Salesforce Service Cloud
  • Add multiple offers or promotions in clicks
  • Custom offer models for every organization’s unique data
  • Simplified rule-based constraints
  • Offer call scripts

 

Cost: $50/user/month

 

47. eGain for Salesforce

Visit website

@eGain

 

 

eGain, a leading provider of cloud customer engagement solutions, offers this customer service app on the AppExchange that integrates eGain’s award-winning knowledge management and customer engagement apps with Salesforce CRM. This integration of services enables contact center agents to quickly resolve a broad range of customer queries using eGain Knowledge from within Salesforce.

 

Key Features:

  • Use eGain Multisearch to enhance search experiences and improve answer findability
  • Chat and email interaction are recorded end to end in eGain and Salesforce
  • Customer profiles are stored in Salesforce and can also be leveraged from within eGain for multichannel engagement

 

Cost: Contact for a quote

 

48. FuzeAnswers for Salesforce

Visit website

@FuzeAnswers

 

 

FuzeAnswers for Salesforce uses the power of human insights to provide “better self-service, better assisted support, and better purposeful knowledge sharing with support, sales, and all staff.” Boost the productivity and quality of your support staff inside Salesforce while getting more people to help themselves with FuzeAnswers, an app on the AppExchange that blends the knowledge base, online community, and gamification technology to enhance customer service.

 

Key Features:

  • Improve self-service and assisted support
  • Easy, fast, and affordable
  • Unique blend of knowledge management, online community, and gamification

 

Cost: $50/user/month

 

49. Service & Support Dashboards

Visit website

@salesforce

 

 

An app from Salesforce Labs, Service & Support Dashboards gives Salesforce Service and Support users the dashboards necessary for analyzing company performance. The dashboards deliver visual representations of companies’ real-time operations, agent workload and productivity, critical customer information, and key performance indicators, so that you know exactly how to improve customer service.

 

Key Features:

  • Custom reports based exclusively on the out-of-the-box application
  • Dashboards for an at-a-glance view of important customer, representative or agent, and KPI metrics
  • Executive Dashboard provides quick access to critical real-time and historical operational data

 

Cost: FREE

 

50. Case Age In Business Hours

Visit website

@salesforce

 

 

Case Age In Business Hours, an app by Salesforce Labs in the AppExchange, gives organizations the ability to report the amount of time a case has spent with support, the time it has spent awaiting the customer, and its total age in business hours. This information will help your organization to identify customer service bottlenecks and make improvements to provide more efficient customer service and increase customer satisfaction.

 

Key Features:

  • Measures the case age in business hours of closed cases
  • Distinguishes between time spent by your support team and time spent awaiting the customer
  • Know exactly how long cases have been waiting for a resolution

 

Cost: FREE

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