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New App Hub is a One Stop Shop for Customer Service Apps

TMCnews Featured Article


November 25, 2014

New App Hub is a One Stop Shop for Customer Service Apps

By Laura Stotler, TMCnet Contributing Editor


These days, apps aren’t just for games and photo editors on smartphones. Apps are bringing business tools into the palms of workers on the go. The mobile workforce is growing, and apps allow companies to offer everyone access to the same tools and resources with hosted solutions.


Understanding this, Salesforce has launched its Desk.com App Hub and with it come more than 50 partner apps designed to enhance the customer service experience and promote growth. The App Hub is a one-stop shop geared toward SMBs that is part of a growing trend toward centralized marketplaces through which hosted and cloud-based applications and services may be easily purchased and implemented.

Salesforce is one of many giant companies to realize one of the best ways to help companies better serve their customers is to let them help themselves. Increasingly, SMBs want to be able to pick and choose the apps and services that work best for them, and they want service no matter where they are located and no matter which device they happen to be on. This age of BYOD has prompted many companies to create centralized application hubs through which customers can directly find the apps, services and support that best fit their needs.

The result is that Salesforce customers can now shop for and deploy apps through a single, centralized hub. The new App Hub displays third-party apps directly in the Desk.com agent console, so that toggling among different apps becomes unnecessary. SMBs may also easily add telephone support to their customer service offerings, which apps from a variety of telephony vendors.

Utilizing partner apps that manage everything from e-commerce and email marketing, to telephony and text messaging support, Desk.com customers can deliver greater levels of customer engagement and have a single, comprehensive view of the customer. With the App Hub, SMBs now have a single, trusted location where they can quickly deploy apps that enhance customer service, without the cost and hassle of building one-off integrations.

"SMB sized firms already drive more than half of global cloud consumption, since they recognize the benefits of using low cost, effectively hosted applications," said Chris Chute, vice president of SMB Cloud and Mobility Practice, IDC (News - Alert). "IDC forecasts global SMB cloud revenue growth of 22 percent over the next five years, as more SMBs utilize a wider set of cloud apps. However, they will quickly realize they need cost effective ways to integrate and manage these alongside their existing environments. Desk.com App Hub will help SMBs focus on growing the business, rather than dealing with these integration hassles and the high IT costs to manage them."

The new App Hub follows Verizon’s (News - Alert) Cloud Marketplace rollout last week, and the launch of Anapalan’s App Hub for financial planners the previous week. 




Edited by Alisen Downey







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