Gartner Research

A Collaborative Approach to Customer Service Will Drive Higher Customer Satisfaction

Published: 17 December 2019

ID: G00451078

Analyst(s): Simon Harrison , Nadine LeBlanc , Steve Blood


Collaborative customer service is primarily a policy and process initiative, but an underpinning platform that supports collaboration between customers and employees is key to its success. Application leaders responsible for customer service should use digital workplace initiatives to support this.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • Improvements In Customer Satisfaction Are More Achievable When Using Digital Workplace Practices to Engage Teams With Collaboration Tools
  • Collaboration in Digital Channels Makes It Easier for Subject Matter Experts to Support First-Contact Resolutions
  • Marketplace Availability of Connectors Between Customer Service Applications and Workstream Collaboration Platforms Will Be Key to Enabling Effortless Collaborative Customer Service

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