Customer Service and Support

Service leaders must improve the customer experience while containing costs

Customer service and support must deliver high-quality service experiences

The customer service and support function is vital to the satisfaction and loyalty of your company’s customer base. Even as customer expectations change, you must maintain a high-quality customer experience while managing down the cost of service operations.

How we address your top challenges

Customer satisfaction and loyalty live and die by the decisions you make. That’s why we provide you with the indispensable insights, advice and tools needed to achieve your mission-critical priorities, improve the customer experience and contain costs. Our research, advice and best practices equip you to:

Reduce customer effort

Providing an effortless service interaction is your key to mitigating disloyalty. The most successful service and support organizations seek to create service experiences that require minimal customer effort.

Optimize service channel strategy

Your customers’ service channel preferences are continually shifting. But adding channels to keep up with demand leads to confusion and channel switching, increasing customer effort and company costs.

Hire, develop and retain high-potential frontline staff

The job of the service rep has gotten exponentially more complex, as simpler issues are handled in self-service. You must build a front line with the skills and perspectives needed to deliver tailored, high-quality service experiences.

More Insights


Panel Discussion: Emerging Trends in Customer Service & Support Technology


Boost the Service Rep Experience


Improve the Customer Experience by Reducing Customer Effort

Smarter with Gartner

Featured Press


Harvard Business Review: Kick-Ass Customer Service


CRM Magazine: Customers Come With Baggage


Inc: Stop Exceeding Customer Expectations: To Create Immediate Loyalty Do This Instead

Gartner is a trusted advisor and an objective resource for more than 15,000 organizations in 100+ countries.

Learn more about how we can help you achieve your mission-critical priorities.