Vendor Landscape: Customer Service Management Suites
Mobile support is improving, but social continues to underwhelm.
- Customer Service Management (CSM) suites are important for efficient resolution of customer inquiries across all support channels.
- Organizations need to select a product that will allow them to look into the future of customer service in social and mobile areas.
Our Advice
Critical Insight
- Info-Tech evaluated ten competitors in the Customer Service Management market.
- Although this year Info-Tech saw an improvement in mobile capabilities, lack of support of the social channel was underwhelming.
- After testing the market for proactive social media management capabilities, Info-Tech concluded that proactive social customer service delivery will likely require third-party listening and response tools for at least 1-2 more years.
Impact and Result
- Narrowing down top CSM vendors and their products is truly based on your organization’s size, budget, and vision of newer support channels, such as social and mobile.
- Save time and money by comparing and contrasting the major CSM vendors, and then create a shortlist of the most appropriate vendors.
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