Today’s customers seek instant gratification, a new expectation for superior customer experience. That creates the need for organizations to support every customer, every time, anytime and anywhere. Sound cumbersome yet?

In the brand new e-book, 7 Apps to Supercharge Your Customer Service Experience, there’s a clear solution to this growing challenge: customer service technology. Today, Service Cloud and AppExchange enable you to tap apps to address your customer service challenges.

But don’t take my word for it. Here are five exciting apps that give Customer Service departments the agility to continuously deliver that instant-gratification, always-on experience that drives customer loyalty.

Qualtrics

“When we first utilized this integration, Qualtrics was extremely helpful in providing all the necessary support to help us get it up and running! Once everything was mapped correctly, we were good to go! Our surveys are triggered by a transactional order from our customers, and are automatically sent once the order is invoiced. Once the customer completes the survey, the survey link is stored in the contacts page, which is helpful to have it there so multiple channels within our company can review the customer information. We also get notified when a customer is a detractor by creating a case in Salesforce so it can be routed to the appropriate person and taken care of ASAP.” - AppExchange Review

Relevant and timely surveys can help service reps improve customer satisfaction or can help sales reps close more deals. Collect, analyze and act on customer, employee, and market insights with this survey app. Qualtrics sends surveys automatically based on workflows within Salesforce. Create and sends surveys, and report on that survey data...all from within Salesforce. The Qualtrics-Salesforce integration makes it easy to gather insights at every stage of the customer journey.

FinancialForce PSA

“We've been running our company on a combination of FinancialForce PSA for five years. The amount of real time information about the health of our company have been invaluable. The tools are intuitive, highly customizable and incredibly feature rich. No more trying to manage a growing services business on antiquated tools and spreadsheets!” - AppExchange Review

Manage your customers and projects all in one integrated services app. Get visibility into customer status, process and resources. You’ll manage projects to deliver on promise to your customers. In addition, schedule the right people onto the right projects at the right time and always know who is working where and when.

Gainsight

“We have implemented a customer health score system and new cases are automatically created in Service Cloud based on the customer’s renewal data, including health score metrics - allowing us to engage with customers in a more relevant and timely way, which results in higher NPS and retention rates.” - Scott Romasser, VP Sales and Service Operations, Citrix Online

Gainsight’s Customer Success Management solution enables businesses to proactively manage their post-sales customer activity by identifying customer risks, expansion & revenue opportunities and by optimizing customer operations. Gainsight blends key sources of customer data to generate a comprehensive view of the customer’s health. By proactively tracking and managing customer health scores, companies mitigate risk, drive customer satisfaction and adoption and create customer advocates by ensuring their success.

HeyWire

“Anyone looking to engage with their customer in a more personal way, should be signing up for HeyWire LiveText.” - Robert Cahill, Northwestern Technical Institute

HeyWire connects your business with your mobile customers using two-way, conversation texting. Your agents can initiate or respond to text sessions with customers directly from their Salesforce consoles.

NewVoiceMedia

“The integration of caller line identification with Salesforce Service Cloud has reduced call lengths by up to 20%.” - Mike McCarron, VP Customer Success, MobileIron

NewVoiceMedia uses computer telephony integration (CTI) with Salesforce ensures every customer interaction is personalized and efficient. Customers are automatically routed to the best agent, and agents can easily handle every call through a single Service Cloud desktop.

For even more apps, check out the ebook and the full customer service apps collection on the AppExchange.