Trends Report

Market Overview: Customer Service Specialty Solutions

Twenty-Four Solutions For Delivering Differentiated Customer Experiences

December 10th, 2010
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributor:
William Band

Summary

Customers demand superior service and support as the price for their ongoing loyalty and patronage. To help you navigate the complex solution landscape to fill your customer interaction management capabilities gaps, Forrester investigated 24 specialty customer service solution providers in five categories: cross-channel customer service delivery; knowledge management for customer service; business process management for customer service; customer communities; and customer feedback management. We recommend that you use a methodical approach to customer service solution vendor selection: Dig deep to pinpoint your real customer service issues, measure the cost of the problems, evaluate solutions against balanced set of criteria, and demand reference customers to validate vendor claims.

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