DIGITAL COMMUNICATION KELLY BENTUBO GINA MARQUES Salesforce Architect, CCG IQ Director, CRM & Business Apps, OwnBackup I look at the ratings, any mentions of difficulty to install, if Whether free or paid, I read the reviews for the good the functionality is working as expected, if questions are and bad. I take any review as 50/50, as everyone’s org posted are they answered, and when the last time the has different issues. I look to see if key features I am app was updated. That indicates to me that the app is looking to do with that app can be done. If it’s a paid growing with the platform, and that if I used it what kind app, it’s a good place to gather POC questions if a key of experience can I expect with functionality and support. feature is questionable. NADINA D. LISBON PHIL WALTON Systems Capability & Salesforce Architect, Tradeshift CEO, Cloud Galacticos For free apps, besides looking at the good reviews, I like I review apps, read reviews, and also receive reviews, so I to look at the bad responses and see how they were take a lot of notice of them. When I give reviews, I tend to addressed. Based on the date and time [of the response] start at 5 star and work down if they do not do what I expect I can determine how helpful the package creator will be they should do. Reviews with comments/replies by the app and if it’s actively maintained. For paid apps, I am usually owner show that they are responsive and open. Several recent doing a POC and directly engaging with the vendor, reviews with negative feedback/bugs and no response by the which usually has a trial I can test my use cases against. owner is a worrying trend that would put me off installing. I try to leave reviews for those hidden gem apps so they can get more visibility. JEAN-MICHELE MOUGEOLLE CEO, SharinPix DAN MARTIN What I’m looking for in reviews is not only the overall Associate Guest Service Manager Musical Instrument Museum number of stars, but: I normally keep an eye out for ease of setup, responsive- - How fast questions are answered, or reaction made ness of the developer, and if the app is actually solving - How old are the latest reviews the issue it was intended to solve. Another thing I look for is clusters of bad reviews around updates/new feature - And of course if well-known community members releases. For me that’s a good warning sign that it might be have made reviews (MVPs or others ... ) a bigger time investment than I was initially planning for. We know that customers like you lean on our 98K+ AppExchange listing reviews to help ANIL S VADDADI make the best install decisions for your organization. As a result, this past March we launched JOHAN YU Admin/Developer, Riverbed Trusted Reviews on AppExchange to make reviews that much more impactful. I always go through reviews and ratings. It helps Trusted Reviews are reviews written by select Trailblazers: Trailhead Rangers, Salesforce It depends on the product. me check and understand what are the pros and MVPs, and AppExchange Top Reviewers. These reviews are time savers, helping you zero in cons before using the app. Ratings also help in - For free items, reviews make a lot of difference; we can’t understanding how it matched user expectations. on feedback from our community’s most active, knowledgeable, and helpful members. We contact the maker for a demo, so it plays a big part here. I see versions and what the latest version offers and indicate group membership with an icon next to the community member’s name. - For pay items, we can reach out to the vendor, and fixed as part of the app enhancements. In honor of the undeniable power of reviews, we asked members of our community how they usually, they are more than happy to demo, POC, etc., have used AppExchange customer reviews. Here are some of their responses. although reviews for this type of product also tell us Our community wants to know what you think. how many of their customers are happy/unhappy with Leave a review today. the product. How is the support, are they hearing and responding to customers/prospects? 25