Trends Report

Vendor Landscape: Social Customer Service Solutions

Choose Your Social Tools To Match Your Organization's Style Of Work

November 4th, 2015
With contributors:
Stephen Powers , Erna Alfred Liousas , Danielle Jessee , Claudia Tajima , Ian McPherson

Summary

Customers have made it clear: They want to interact with companies via social media channels. Many customers, especially younger ones, also want to receive customer service via social channels. The social customer service vendor landscape is still young, expanding, and fragmented. Vendors from numerous different service-focused backgrounds have entered the social service arena and several social service specialists have joined the fray. This report details key trends, the market structure, and recommendations on how application development and delivery (AD&D) pros can determine the right social customer service vendor type for their specific needs.

Want to read the full report?

This report is available for individual purchase ($1495).

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.