Gartner Research

Market Guide for Social Customer Service Applications

Published: 04 October 2017

ID: G00317685

Analyst(s): Jenny Sussin , Guneet Bharaj


The market for social customer service applications is leveling out, with existing vendors expanding capabilities to support messaging and few new entrants. As application leaders supporting CRM adopt long-term strategies, we see social media suites and multichannel providers dominating.

Table Of Contents

Market Definition

Market Direction

Market Analysis

Representative Vendors

  • Astute Solutions
  • Aurea (Jive Software)
  • Brand Embassy
  • Clarabridge
  • Conversocial
  • HelpSocial
  • Hootsuite
  • inSided
  • Lithium
  • Oracle
  • Pegasystems
  • Salesforce
  • Social Touch
  • Sparkcentral
  • Spredfast
  • Sprinklr
  • Vanilla
  • Verint
  • Zendesk

Market Recommendations

  • Appendix

Gartner Recommended Reading

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