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Forrester’s Vendor Landscape: ITSM SaaS Solutions Article

Forrester’s Vendor Landscape: ITSM SaaS Solutions

Many organizations in the infrastructure and operations (I&O) space rely on IT service management (ITSM) tools…

Forrester Research: Use Digital Technologies to Improve Employee Engagement Article

Forrester Research: Use Digital Technologies to Improve Employee Engagement

Increasing and measuring employee engagement is a priority for most companies, and yet how to achieve…

Forrester’s Predictions 2016: The eCommerce Gap Widens Article

Forrester’s Predictions 2016: The eCommerce Gap Widens

As anyone who’s ever developed or marketed a website knows, the Internet can be both a…

Forrester’s Top 10 Customer Service Trends for 2016 Article

Forrester’s Top 10 Customer Service Trends for 2016

In this January 2016 report from Forrester Research, Inc., analyst Kate Leggett states, “In the age…

Gartner: Best Practices for Making Live Chat a Must-Have Engagement Channel Article

Gartner: Best Practices for Making Live Chat a Must-Have Engagement Channel

Edmunds.com, a customer of Zopim (now Zendesk Chat), was featured in this Gartner report. Read on…

Gartner: Why You Need To Rethink Your Customer Self-Service Strategy White Paper

Gartner: Why You Need To Rethink Your Customer Self-Service Strategy

Regardless of the industry, businesses everywhere are investing in customer self-service options to improve the customer…

Forrester report: The Six Key Elements of Proactive Chat Article

Forrester report: The Six Key Elements of Proactive Chat

In this October 2014 report from Forrester Research, Inc., analyst Kate Leggett explains why chat is…

The New Face of Customer Service White Paper

The New Face of Customer Service

Successful customer service is no longer about “handling” customer complaints and questions. Instead, it requires building…

Forrester Names Zendesk a ‘Strong Performer’ Article

Forrester Names Zendesk a ‘Strong Performer’

Zendesk was cited in The Forrester Wave™: Customer Service Solutions for Midsize Teams, Q4 2015 Customer…

Omnichannel customer service report White Paper

Omnichannel customer service report

Consumers are becoming more comfortable interacting with companies across a growing number of channels, and as…

The business impact of customer service on customer lifetime value Article

The business impact of customer service on customer lifetime value

Irritating issues affect customers daily. In every industry, a customer will inevitably contact customer service to…

White Paper

Matchmaking in the cloud: a perfect marriage of sales and support

This paper describes why integrations of best-of-breed tools in the cloud will outperform standard all-in-one platforms.…