Websites using Salemove

Okay, let s break down Salemove, covering its overview, revenue (though precise figures are difficult to obtain), alternatives, pricing structure, and customer care.

Overview of Salemove

• What it is: Salemove, now part of Salesforce, is a platform designed to improve customer engagement and provide personalized support, primarily for businesses with a strong focus on digital channels (e.g., websites, mobile apps). It focuses on enabling agents to assist customers in real-time through a variety of interaction methods.

• Key Features:

  • Live Chat: Real-time text-based conversations with website visitors or app users.
  • Cobrowsing: Allows agents to view a customer s screen and collaboratively navigate the website or application to provide guidance. This is a standout feature.
  • Video Chat: Face-to-face interactions for more personalized assistance.
  • Screen Sharing: Customers can share their screens with agents.
  • Mobile App Support: SDKs (Software Development Kits) for integrating Salemove into iOS and Android apps.
  • Analytics & Reporting: Data on agent performance, customer interactions, and overall engagement to identify areas for improvement.
  • Integrations: Integrates with CRM systems (like Salesforce itself), knowledge bases, and other business tools.
  • Agent Workspace: A unified interface for agents to manage conversations, access customer information, and leverage tools.
  • AI-Powered capabilities: may include chatbot integration for initial support and routing, and sentiment analysis of conversations.

• Target Audience: Primarily larger enterprises in industries like financial services, insurance, retail, and healthcare, who need robust customer engagement tools.

Revenue

• Privately Held (Part of Salesforce): Salemove was acquired by Salesforce. Therefore, they don t release independent financial figures. The specific revenue generated by Salemove is folded into Salesforce s overall revenue reporting.

• Estimates: It s extremely difficult to provide an accurate estimate. Revenue would depend on the number of clients, seat licenses, usage, and services purchased.

Alternatives to Salemove

Many platforms offer similar features to Salemove. Here s a list of popular alternatives:

• For Cobrowsing Feature

  • Surfly: A strong cobrowsing-focused platform, often considered a direct competitor due to its core strength in visual collaboration.
  • TeamViewer: Well-known for remote access, but also provides cobrowsing functionality.
  • Zoho Assist: Offers remote support and cobrowsing, integrated into the Zoho ecosystem.
  • FullStory: A digital experience intelligence platform that includes session replay (though not true cobrowsing).

• For General Customer Engagement (Live Chat, etc.)

  • Intercom: Focuses on proactive engagement, personalized messaging, and support.
  • Zendesk: A comprehensive customer service platform with live chat, ticketing, and knowledge base features.
  • LiveAgent: Another robust customer service solution with various channels and features.
  • HubSpot Service Hub: Integrated with HubSpot s marketing and sales tools, offering live chat, ticketing, and help desk functionality.
  • Salesforce Service Cloud: Salesforce s own customer service platform, now incorporating Salemove features.
  • Glia: Focused on digital customer service, offering chat, voice, and collaboration features.

When choosing an alternative, consider your specific needs, such as:

• Cobrowsing Emphasis: How critical is cobrowsing functionality to your support strategy?
• Integration Requirements: Does the platform need to integrate with specific CRM, marketing automation, or other systems?
• Budget: Pricing varies considerably.
• Scalability: Can the platform handle your growing customer base and support team?
• Ease of Use: How easy is the platform for both agents and customers to use?

Pricing

• Custom Pricing: Salemove (now within Salesforce) does not have publicly available, fixed pricing tiers. Their pricing is custom-quoted based on the following factors:

  • Number of Agents/Seats: How many agents will be using the platform?
  • Features Required: The specific features you need (e.g., cobrowsing, video chat, mobile app support).
  • Integration Requirements: Complexity of integrations with other systems.
  • Service Level Agreement (SLA): The level of support and uptime guarantee.
  • Contract Length: Longer contracts often result in better pricing.

• How to Get a Quote: Contact Salesforce sales directly to discuss your requirements and get a customized quote. Be prepared to provide details about your business needs and the number of users you anticipate.

• Expectation: Generally, Salemove (now Salesforce) is positioned as an enterprise-grade solution, so the pricing tends to be higher than some of the smaller, more SMB-focused alternatives.

Customer Care

• Through Salesforce: Since the acquisition, customer care for Salemove is handled through Salesforce s customer support infrastructure.

• Support Channels:

  • Salesforce Help Portal: Extensive documentation, knowledge base articles, and community forums.
  • Ticketing System: Submit support requests online.
  • Phone Support: Available based on your Salesforce support plan.
  • Account Management: Dedicated account managers for larger enterprise clients.

• Level of Support: The quality and responsiveness of customer care will depend on your Salesforce support plan. Higher-tier plans typically offer faster response times and more personalized support.

• Implementation Support: Salesforce provides implementation services to help businesses integrate Salemove and configure it to their specific needs.

In summary:

Salemove is a powerful customer engagement platform, now part of Salesforce, with strong features like cobrowsing. While pricing is custom and revenue figures are not public, it s a solution aimed at larger enterprises. Consider the alternatives carefully based on your specific needs and budget. Customer care is provided through Salesforce s robust support channels.