Wave Report

Community Platforms Extend Customer Service Solutions For Increased Satisfaction Ratings

The Forrester Wave™: Community Platforms, Q4 2010

May 25th, 2011

Summary

Organizations strive to differentiate themselves by delivering an outstanding customer service experience. Community platforms allow customers to interact with peers to share information, solve problems, and build loyalty, resulting in increased satisfaction ratings and lower overall customer service costs. This report summarizes key capabilities that business process professionals supporting customer service organizations should be aware of when selecting and partnering with a community vendor in order to enhance the customer service they deliver.

Want to read the full report?

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

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.