Understand The Customer Service Specialty Solutions Vendor Landscape To Plug Capabilities Gaps

In 2011, organizations will ramp up their multichannel customer service initiatives. This will be harder to do than in the past, as customers now expect more: They are increasingly online, want self-service options, and demand responses in real time, often through their mobile devices. Social media, such as Twitter and Facebook, has also grown to be an important new channel for interacting with customers and engaging in innovative ways.

 Navigating the complex customer service solution ecosystem is difficult, as there are many good solutions available. One category of solutions to consider is the customer service capabilities provided by leading CRM suite software solutions providers. These vendors provide core customer service transactional and data management capabilities. There are also many specialty solution providers that provide best-of-breed capabilities that are good options to fill specific gaps in your customer service technology infrastructure.

To help you sort though the choices, I recently investigated 24 specialty customer service solution providers that offer solutions for cross-channel interaction management, knowledge management for customer service, business process management for customer service, customer communities, and customer feedback management, both traditional and via social listening platforms. In summary, I found that:

  • eGain, Genesys, Moxie, Parature, and RightNow offer mature and comprehensive solutions for multichannel management. LivePerson and FrontRange also provide multichannel communications capabilities, if your needs match their offering.
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Forrester's Top 10 Trends For Customer Service In 2011

With 2011 still bright and full of hope for most of us, what are the key trends that customer service professionals need to pay attention to as you plan for success this year?

Here are the top trends that I am tracking. My full report will be published in January.

Trend 1: Organizations Standardize Customer Service Across Communication Channels

In 2011 and beyond, customer service management professionals will continue to work on standardizing the resolution process and customer service experience across communication channels (e.g., web self-service, chat, email, Twitter, phone).

Trend 2: The Universal Customer History Record Becomes A Reality

Management of the universal customer history record will evolve to include customer communications done over traditional and social channels such as Facebook and Twitter. This will involve mapping of, at times, multiple social identities to a traditional customer record.

Trend 3: Knowledge Management Becomes The Linchpin For Outstanding Service

Companies will be either offering for the first time or realigning their customer- and agent-facing knowledge management offerings with best practices. The focus will be on contextual, personalized knowledge delivery during the service resolution process, as well as leveraging customer input to evolve knowledge to make it more in line with customer demand.

Trend 4: Business Process Management Extends Its Reach To The Front Office

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