Gartner Research

Gartner's Strategic CRM Framework for Web Customer Service

Published: 08 March 2010

ID: G00174174

Analyst(s): Johan Jacobs


This framework provides a structure for the broad set of technologies that make up Web customer service, and offers guidance for companies investing in these products. Use the Gartner framework to build a more complete and integrated Web customer service plan for the contact center.

Table Of Contents
  • Overview
  • WCS Defined
  • The Need for a Framework
  • Using the Framework
  • WCS Suite Versus Best-of-Breed Customer Service Solution
    • Knowledge Base for Self-Service
    • E-mail Response Management System
    • Web Chat
    • Collaborative Browsing
    • Virtual Assistant
    • Mobile Services
    • Interaction Recording

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