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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.

Vendor Landscape: Customer Service Management Suites Research & Tools

1. Understand the Customer Service Management market space

Understand CSM solutions' capabilities and costs.

2. Review Customer Service Management solutions

Build a shortlist of best-fit CSM tools for the enterprise.

3. Contrast and evaluate a shortlist of vendors

Select the right CSM Platform vendor.

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

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Author

Anastasia Shteyn

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