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For Application Development & Delivery Professionals

WEBINAR: Use The Forrester Wave™ To Select The Ideal Customer Service Solution

March 23, 2016

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In the age of the customer, executives don't decide how customer-centric their companies are — customers do. And providing good customer service is a win-win for customers and companies. In fact, recent Forrester data shows that customer service technology investments are one of the top five most focused on investments that companies are making. Why? Because good customer service boosts long-term loyalty. Conversely, poor customer service leads to increased operational costs, customer defection, and revenue loss.

To help customer service professionals select the right partner for their critical customer service initiatives, Forrester produced two reports to assist in vendor selection. In our customer service solutions Forrester Wave, we identified the 11 most significant customer service solutions for enterprise organizations and the 11 most significant customer service solutions for midsized teams. We researched, analyzed, and scored them.

This webinar discusses our view of the trends in the customer service market with the greatest impact on tool and vendor selection, our findings on how well each vendor fulfills our criteria, and where it stands in relation to other vendor solutions.


  • Customer Service And Support: The Heart Of Your Customer Obsession Strategy
  • The Vendor Landscape
  • How To Use The Forrester Wave
  • The Results

Key takeaways:

  • Change your purchasing behavior.
  • Learn how to determine which vendors best suit your customer service technology needs.

Vendors mentioned: Astute Solutions, eGain, Freshdesk, Microsoft, Moxie, Oracle, Pegasystems, Salesforce, SAP, SugarCRM, Verint, and Zendesk.

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