In this Gartner report, Zendesk has been recognized as the highest ranked CRM customer engagement center (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 importantly, 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 Center 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 organizations 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”.

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