This month Forrester published Kate Leggett’s “Market Overview: Customer Service Specialty Solutions“, which looks at 24 solutions for delivering differentiated customer experiences across five categories. Of the 24 vendors evaluated RightNow received the best overall scores!
Customer expectations are getting higher. Customers are increasingly online, want self-service options, and demand responses in real time, often through their mobile devices. In addition, social media, such as Twitter and Facebook, has grown to be an important new channel for interacting with customers and engaging in innovative ways. To meet these challenges, organizations of all sizes continue their search for solutions to address their most pressing customer interaction management problems. Purchasers of software solutions aren’t sure what they need; however, they continue to tell Forrester they want to strengthen five key capabilities:
To help their clients navigate the complex solution landscape to fill their customer interaction management capabilities gaps, Forrester investigated 24 specialty customer service solution providers. Analysts at Forrester suggest customers “dig deep to pinpoint their real customer service issues, measure the cost of the problems, evaluate solutions against balanced set of criteria, and demand reference customers to validate vendor claims.”
Kate Leggett is our lead analyst at Forrester. She was extremely positive on RightNow and told us RightNow has the best solution for multichannel management.
RightNow received “Very Strong” scores in two categories: Standardized cross channel customer service deliver; and Customer communities.
RightNow received “Strong” scores in all the other categories: Knowledge management; Business process management capabilities; Enterprise feedback tradition; Enterprise feedback social; and mobile capabilities.
The following quotes are excerpted from her report and can be added to your external client correspondence:
WHY WILL MY CUSTOMERS/PROSPECTS CARE ABOUT THIS REPORT?
We know prospects and customers will talk with Kate. We can assume Forrester clients who read this report will contact Kate to discuss her findings in more details and to help identify solutions to fill their customer interaction management capabilities gaps. This report, along with follow up conversations that clients will have with Kate, will lead to shortlist recommendations for RightNow as RightNow has the best scores across the categories and vendors evaluated in this report.
Figure 1: Specialty Solutions For Customer Service
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