Gartner Research

Market Guide for Social Customer Service Applications

Published: 28 September 2016

ID: G00292500

Analyst(s): Jenny Sussin , Guneet Bharaj


IT application leaders must evaluate social customer service applications that go beyond reactive engagement to proactive customer services. These enhance customer satisfaction, increase brand loyalty, and can make social media an integral part of a multichannel customer engagement center strategy.

Table Of Contents

Market Definition

Market Direction

Market Analysis

Representative Vendors

  • Brand Embassy
  • Clarabridge
  • Conversocial
  • Dimelo
  • Five9
  • Genesys
  • HelpSocial
  • Hootsuite
  • Jive
  • Lithium
  • Oracle
  • Pegasystems
  • RightAnswers
  • Salesforce
  • Social Touch
  • Sparkcentral
  • Sprinklr
  • Verint
  • Zendesk

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