Customer Service & Support

Achieve your priorities

Customer service and support leaders must deliver high-quality service experiences

Customer service and support leaders must build modern strategies and invest in a range of evolving technologies to continue to deliver tailored, high-quality service experiences when and where customers need them, without breaking the bank to do so.

We provide you with the insights, advice and tools you need to address your mission-critical priorities.

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Resources

Trends in Customer Service Technology

To help navigate the increasingly complex service technology landscape, we worked with nearly 250 customer service and support leaders worldwide to create an objective map of how organizations are adopting tools to augment their live and self-service channels, voice of the customer, infrastructure, customer engagement and employee engagement. The result is a multidimensional graphic known as the Service Technologies Bullseye. 

Research

Customer Service Trends

Make the shift from a live to a self-service dominant function

Gartner research finds that the more channels a company operates, the more contacts customers make to the service center. Despite the intention of simplifying service, more channel offerings create complex customer resolution journeys.

Download this free guide to learn about customer service trends and to better position your service and support strategy for success.

Harness unique expertise

Your priorities are paramount, but delivering them successfully depends on making the right decisions in a complex and uncertain business environment. Give yourself a platform to make the choices that will drive your business forward by taking advantage of expert analysis, peer-based best practices and robust metrics and data.

Strategic advice

Sometimes, information alone isn’t enough. Our global team of more than 2,000 experts, researchers and advisors will equip you with the guidance you need to identify, evaluate and implement your customer service and technology initiatives with accuracy and confidence.

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Peer-powered insights

Don’t leave your success to chance. Rely on proven solutions based on the successful approaches of hundreds of customer service and support organizations. Our best-practice research, tools and frameworks help you to save time and reduce uncertainty in the execution of your critical initiatives.

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Robust metrics and data

The right choices are those that are best informed. Prioritize your resources and solve problems effectively by framing your decisions upon robust data and analytics, in addition to a range of unique performance benchmarks and functional diagnostics.

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

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