Gartner Research

Market Guide for Social Customer Service Applications

Published: 22 September 2015

ID: G00276081

Analyst(s): Jenny Sussin , Michael Maoz


Social media will emerge as a central pillar of customer service. IT application leaders supporting customer service must understand the differences between providers of components versus comprehensive solutions, prior to making a purchasing decision.

Table Of Contents

Market Definition

Market Direction

Market Analysis

Representative Vendors

  • Clarabridge
  • Conversocial
  • Hootsuite
  • Jive
  • Lithium Technologies
  • Salesforce
  • Sparkcentral
  • Sprinklr

Market Recommendations

Gartner Recommended Reading

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