Skip to main content

Save or Share this Report

For Application Development & Delivery Professionals

The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020

The 13 Providers That Matter Most And How They Stack Up

April 13, 2020

Primary author headshot

Authors

Why Read This Report

In Forrester's evaluation of the emerging market for digital-first customer service, we identified the 13 most significant providers — [24]7.ai, Astute, Comm100, Conversocial, eGain, Glia, Helpshift, Khoros, Kustomer, LivePerson, LogMeIn, Nuance Communications, and Quiq — and evaluated them. This report details our findings about how well each vendor scored against 10 criteria and where they stand in relation to each other. Customer service operations pros can use this review to select the right partner for their pre- and postpurchase customer engagement needs.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($2995 USD).

Purchase

Table of Contents

  • Digital-First Customer Service Is An Emerging, Yet Fleeting, Category
  • Digital-First Customer Service Solutions Evaluation Overview
  • Vendor QuickCards
  • Supplemental Material
  • Related Research Documents

Recommended Research