The 10 Absolute Best Salesforce Apps for Service on the AppExchange

When it comes to providing world-class support, voice and chat alone are restrictive. That’s why glance is integrating screen sharing, co-browsing and more into a single platform for your customer service team.

From directly within your service console, you can actually see what your users are seeing. This eliminates the long and stressful process of back and forth conversations about technical issues. You know the ones I’m talking about:

• Customer: I’m not able to edit ____.
• Service Rep: What page are you on?
• Customer: I’m on (URL)
• Service Rep: Okay do you see the blue button?
• Customer: No…..
• Service Rep: Here’s a screenshot, can you find it.
• Etc….

You get the point. Glance makes helping your customers easy, and that’s why it’s one of the best Salesforce apps for customer service on the AppExchange.

Watch this demo to learn more:

Pricing:

$399 per user, per year.

What Users Have to Say:

“How did the world run without you? If Glance were a person I would marry you! Glance may be the most important tool that I use on a day to day basis. It is super fast, and easy to use. Thanks, Glance” – Jesse McDonald.

SMS-Magic is the leading two-way conversation text-messaging platform for Salesforce. We may think of SMS messaging as a thing of the past but it’s still the most widespread technology in the world today.

Although automated SMS messaging is usually thought of as a marketing function, SMS-Magic’s platform may be even better for customer service. From directly within your Salesforce service cloud console you can use SMS to schedule appointments, register attendees, and solicit feedback with automated surveys.

Not to mention their native integration with Salesforce opens a world of possibilities in terms of automation and segmentation. With a complete view of your customer, you can create a multi-touch support sequence that ensures your customers feel that they are your top priority.

Pricing:

Starting at $15 per user per month.

What Users Have to Say:

“I am blown away. I am in a trial period for SMS Magic, and he spent a few hours getting me set up in my instance of Salesforce so that I could test all of my known use cases. That is unheard of in the software world to provide that kind of service before I sign a contract. That tells me that this company not only believes in their product but believes that the best way to gain and retain customers is to offer incredible service.” – Jeff Reeves

Customer service is often thought of as a reactionary discipline. A case is opened, you resolve it. A client has a complaint, you work it out. What if, instead of playing defense, you went on offense with your customer service. Instead of simply waiting for a problem to arise, you were able to monitor the health of the relationship you have with each customer.

Gainsight is the only solution on the Salesforce App Cloud that enables you to take this proactive approach to customer success.

Their solution uses analytics to blend key sources of customer data to provide a complete picture of your customers’ health. With this information, you can proactively manage customer retention, eliminate churn, and identify upsell opportunities using reporting and analytics.

Gainsight is your path to playing offense with world-class customer service.

Pricing:

Starting at $5,000 per company per month.

What Users Have to Say:

“Gainsight is the secret weapon in our arsenal when it comes to kicking butt at Customer Success. Through its various tools, we’re able to see so much more data and see it earlier, so that our team can truly be proactive with our customers and help us reduce churn. It’s definitely a steep learning curve at first, but if you put your head down and know what you want to track and how to deal with it, you’ll be improving your customer health scores and increasing retention in no time.” – Casey Hackett

Although not as widely applicable as the other apps you will see here, ServiceMax couldn’t be left off the list. ServiceMax is a complete field-service platform that allows you to manage your entire field-service process from end to end.

With a single ServiceMax license you can manage warranties & contracts, Service Requests & work orders, scheduling & dispatch, and so much more. With a complete field service solution, customers were able to cut costs by 14% while growing revenues by 22%!

This has led companies like Coca-Cola, GE, Medtronic, and Pitney Bowes to implement ServiceMax across their organizations.

Pricing:

Contact required for pricing.

What Users Have to Say:

“The implementation was on time, on budget and they actually delivered more than promised. I could talk all day about it but here is an email i received from a technician the first week of implementation.

I just did my first servicemax job yesterday for a customer and it worked great!!! The program saved me tons of time in the field and back in the office. Attaching photos to the service report saved me from having to fill out a whole separate report per product. I also didn’t have to do tons of photo copying of hotel bills ..etc., I just took a picture of the bill and attached a copy of the photo to the report. I can see this is going to save a lot of time and resources.” – Derek Bairstow

The hottest topic in tech (other than blockchain) seems to be “platforms”. Everyone is trying to be the go-to solution for every business problem. It’s not often that you find products that solve one problem really well.

That’s what Case Merge Premium by Internet Creations has been able to do. As the name suggests, authorized users are able to find duplicate cases in service cloud and merge them together.

Everything from comments, emails, and attachments from each disparate case are brought into one case at the click of a button.

Given what it costs to merge cases manually, this app will pay for itself within weeks.

Pricing:

$1.080 USD per org (first 10 users) per year

What Users Have to Say:

“The implementation was on time, on budget and they actually delivered more than promised. I could talk all day about it but here is an email i received from a technician the first week of implementation.

I just did my first servicemax job yesterday for a customer and it worked great!!! The program saved me tons of time in the field and back in the office. Attaching photos to the service report saved me from having to fill out a whole separate report per product. I also didn’t have to do tons of photo copying of hotel bills ..etc., I just took a picture of the bill and attached a copy of the photo to the report. I can see this is going to save a lot of time and resources.” – Derek Bairstow

Crafting a great customer experience starts with understanding your customers. Nothing makes this easier than GetFeedback, the #1 rated customer survey tool for Salesforce.

With GetFeedback, creating surveys is a breeze. Simply drag and drop the different survey elements and add your custom branding just as quickly. After creating a beautiful on-brand survey you can distribute it with email (through Salesforce, GetFeedback, or your own email provider) or through live chat.

Not only are the surveys mobile friendly, but users have seen response rates improve by 240%+ with HTML and Visualforce templates that bring the first survey question into your customer’s inbox.

As the responses start to pour in, you can monitor the action in real-time with GetFeedback’s analytics dashboard.

I know this sounds a lot like every other survey tool on the AppExchange, so what sets GetFeedback apart?

According to G2Crowd, they have a 7x faster implementation than similar survey applications.

Pricing:

$1.080 USD per org (first 10 users) per year

What Users Have to Say:

“I can’t say enough about how happy I am with our decision to use getfeedback, we are sending out multi-language, surveys around the globe and the data is rolling in. The staff at getfeedback is there to help you so don’t be afraid to give them a call or send them an e-mail you will have a response same day in almost all cases. Love the product and very happy with the tool.” – David Huddleston

It’s 2018, so I shouldn’t have to convince you of the importance of giving your customers the ability to answer their own questions. According to Zendesk, 91% of people would use a knowledge base if it were available and tailored to their needs.

Too often companies implement knowledge bases in what seems to be “check the box” fashion. There’s no real structure, the information isn’t clear, and resolved cases are haphazardly dropped in without a second thought.

Well, if this sounds like your company, Coveo may be just what you need. Coveo is an AI-powered search engine that sources relevant answers to your employees biggest questions.

This out-of-the-box solution analyzes what helps your users self-serve, then optimizes the experience base on successful outcomes. Finding information within your Salesforce org is just the beginning. With more than 50 fully-supported secure search connectors including Dropbox, Gmail, and Jira, you can be sure Coveo will find the right information.

It doesn’t end with search though. Coveo gives support agents access to all the content they need, with proactive recommendations based on their currently active case.

Pricing:

$1,750 per company per month

What Users Have to Say:

“Coveo has done a world of good for our customer’s and support engineers search experience. Coveo can find a needle from the haystack!!! It’s not just a great product for the Salesforce platform but for indexing any content across different sources. Our CSAT score has gone up from 76 to 80% and case deflection up 120%.

This has been a great addition to our technology stack in delivering a great online and search experience to our customers and agents alike!!!” – Pattabhi Raman

Our customers’ expectations have never been higher when it comes to customer service. They want to be able to send a text, email, or get on a call without having to explain their problem again and again.

Maintaining this level of service without powerful software is nearly impossible. That’s why TalkDesk, an intelligent contact center embedded within Service Cloud, deserves special mention here.

With TalkDesk, providing personalized customer interactions is both easy and fast. Your customers will love being able to get support through text or over the phone and have a great experience because support agents can handle both from directly within Salesforce.

Your service reps will fall in love with the powerful automation features that take care of call logging, data entry, and more.

What sets Talkdesk apart from their competition? Unlike technologies of old, Talkdesk is 100% cloud-based and can be implemented without buying any phones, hardware, or custom development on your part.

Pricing:

Starting at $65 per user per month.

What Users Have to Say:

“TalkDesk is extremely sturdy and versatile product….. I’ve looked at other telephony providers but generally find them to be lacking in the sense that they haven’t built a solid product. We’re looking forward to continuing our business relationship with them in 2018 and beyond. Thank you, TalkDesk!” – Eric Seguy

ChronSights is a native Salesforce app that measures actual handle times spent by each user, on each action, on every support case. This allows managers to pinpoint exactly where their case resolution process is failing.

When providing support at scale, every inefficiency can translate to hours of lost productivity. Long wait times, support bottlenecks, or specific case types that are particularly difficult are just some of the things that are often overlooked.

With ChronSights you can take a data-driven approach to improving your customer support to optimize productivity, boost customer satisfaction, and improve overall case handle time.

At such a great value, Chronsights will pay for itself within weeks.

Pricing:

$140 USD per user per year.

What Users Have to Say:

“We worked with Logan at CronSights to get our implementation up and running. We needed a time tracking solution to track time at the case level in SalesForce. Not only does CronSights solve our need flawlessly, but the service we received from Logan and his team was impeccable. I could not speak higher of this firm. Thanks for everything, guys!” – Jesse Snow

Managing employees is hard. Planning and scheduling shifts for your employees? Even harder.

That’s why ShiftExpert, one of the many powerful tools offered by ClickSoftware, is such an incredible tool. Using data from your Salesforce Org, ShiftExpert provides an intelligent way of planning, managing, and scheduling your human resources.

Your employees will love having one simple location to request time off, trade shifts between employees, and review their schedules. While managers can automate shift scheduling, track time for payroll or HR, and plan weeks in advance to take the stress off of shift scheduling.

Pricing:

$140 USD per user per year.

What Users Have to Say:

“Very impressive product, very intuitive, easy to implement and very useful. In couple of days, we implemented a very complex Shift management app. The User Interface is very good and the app is very easy to use. We Strongly recommend this service!” – Yaniv Balink