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Zendesk scores highest for B2C in Gartner’s Customer Engagement report

Zendesk scores highest for B2C in Gartner’s Customer Engagement report

Zendesk scores highest for B2C in Gartner’s Customer Engagement report

In this Gartner report, Zendesk is recognised as the highest ranked CRM customer engagement centre (CEC) solution for B2C customer support (scoring 4.09 out of 5). Gartner predicts that by 2019, 85% of customer service and support software will be cloud-based, meaning companies will need a SaaS solution that can meet their needs.

With the many available CEC options to research and choose from, it can be challenging to determine which one is the right fit for a company. It requires buy-in from different departments, careful budgeting, and an effective implementation strategy - but most important, the right solution must be capable of providing optimal support for a specific customer base.

Gartner has published this report as a companion piece to its 2017 Magic Quadrant for the CRM Customer Engagement Centre report. It highlights the eight critical capabilities to look for when choosing CEC software products and vendors.

Zendesk was rated for all eight critical capabilities:

  • Case Management
  • Self-Service/Knowledge Management
  • Integration
  • Digital Engagement Channels
  • Mobile Support
  • Real-Time Guidance/Decision Support
  • Predictive Customer Analytics
  • Social Media Engagement Management

Gartner devised four distinct use cases that appropriately reflect the majority of deployment styles that organisations consider when looking at CRM CEC solutions: Global, Business to Business (B2B), Complex Processes, and Business to Consumer (B2C). Zendesk received the highest score in “Product or Service Scores for Business to Consumer".

Request a demo to see why we’re recognised, or download the full report to learn more.

Gartner, Critical Capabilities for the CRM Customer Engagement Centre, Brian Manusama, Michael Maoz, 19 December 2017
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the USA and internationally, and is used herein with permission. All rights reserved.

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