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The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014

Due Diligence Required: These Vendors Are Great At Supporting Small And Midsize Teams

April 7, 2014

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Why Read This Report

In Forrester's 84-criteria evaluation of customer service vendors for enterprise organizations, we identified the 11 most significant solution providers — Astute Solutions, eGain, Kana Software, Microsoft, Moxie Software, Oracle (Oracle Service Cloud), Parature, salesforce.com, SAP (SAP Cloud for Service), SugarCRM, and Zendesk— in the category and researched, analyzed, and scored them. This report details our findings about how well each vendor fulfills our criteria and where they stand in relation to each other to help customer service professionals select the right partner for their customer service initiatives.

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  • Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 '14

Table of Contents

  • Good Customer Service Boosts Revenue, Poor Service Increases Costs
  • The Customer Service Market Is On The Cusp Of Significant Change
  • Customer Service Vendors Focus On Market Segments For Success
  • The Customer Service Vendor Evaluation Process Explained
  • The Results: Buyers Have Many Choices To Sift Through
  • The Results: Vendor Profiles
  • Supplemental Material

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