How Do I Find the Right Service Solutions?

Extending the power of your customer service team with solutions from AppExchange is possible today more than ever before. You can support every customer with ease — anytime and anywhere with AppExchange solutions. With over 5,000 solutions in inventory, here’s how to zero in on the ones that are right for your business.

SERVICE SOLUTION BEST PRACTICES

Guide your search

• What business challenge do you want to solve?
• What’s your budget?
• What’s your time frame?
• What business processes will be impacted?

Discover and evaluate

• Read customer reviews.
• Browse the service categories on appexchange.com.
• Ask your peers via user groups, Trailblazer Community.
• Check out Demo Jams to learn about apps in 3-minute pitches.
• View the latest app trends on AppExchange Resources.
• Test drive the solution or install in the sandbox.

Make your decision

• Involve your stakeholders in the process.
• Check price, security, and compatibility with your Salesforce edition and other AppExchange solutions.
• Install and configure based on your business needs.

COMMON SERVICE PAIN POINTS

Can I connect my call center to the rest of my company?

Yes. Create a single source of truth. Give agents a 360-degree view so they know whom customers are when they call. Make sure calls are automatically attached to cases in Salesforce.

How can I deliver omni-channel customer service?

Meet customers wherever they are. Provide service options across SMS, phone, live chat, and more.  Just remember to staff more agents when deploying omni-channel service.

Is there a way to elevate my customer service?

Explore new technology and processes. From AI to enhanced workflows, embrace new ways of delivering service. Remember to leave lots of time to train agents on new processes and workflows.

Can I better manage my service and support agents?

Understand their satisfaction. Use tools to drive agent empowerment and happiness. Surveys are a great way to understand where employees need help.

Can I help my service agents be more productive?

Provide information at their fingertips. Help agents easily find information to make solving cases more efficient. Use Salesforce to give agents a single source of truth around customers.

Is there a better way to measure customer satisfaction?

Sure. Seek customer feedback at every turn. Use survey tools to measure performance at every customer touch point. Set surveys to automatically track results back to into Salesforce.

Check out a number of helpful services apps and read customer recommendations in this free guide.