Actionable insights, guidance and tools to enable you to build effective customer-centric strategies and deliver high-quality service experiences.
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What Is Gartner for Customer Service & Support?
How we support your priorities
Assess Your Current State
Benchmark against peers and diagnose improvement areas to allocate and prioritize resources.
Develop Your Strategic Plan
Make informed decisions and gain C-suite buy-in with expert guidance, objective research and lessons from peers.
Execute and Drive Change
Save time and deliver measurable results by using proven tools, templates and peer examples.
Stay Ahead of the Curve
Keep up to date with the latest trends and what peers are doing with must-attend events and peer connections.
View sample engagement plans
Each sample Gartner engagement plan shows how a mix of peer connections, expert guidance, tools and events will help you put insight into action.
What’s included
- Expert Guidance
- Decision Tools
- Must-Attend Events
- Peer Connections
Gartner’s Customer Service & Support experts advise service and support leaders like you every day on their mission-critical priorities. Tap into their expertise through one-on-one advisory conversations, on-demand research on the client portal and team strategy meetings.
Get benchmarks, assessments and guides to drive stronger performance.
Gartner events cover today’s key issues and emerging trends. Get inspired by thought leaders, discover technology solutions, and connect with peers to share ideas, lessons learned and best practices.
Customer Service & Support Webinars
Live and on-demand virtual events feature Gartner customer service and support experts and peer best practices.
Get access to a community of industry leaders who have the right experience to help. Follow peer-led discussions and polls on best practices, trending topics, and technology ratings and reviews to support your mission-critical priorities.
What are the benefits?
Direct Cost Savings
We review your customer service technology contracts with deep understanding of providers, terms and pricing to uncover risks and cost savings.
Budget Justification
Secure funding for key initiatives and staff using our annual budget and spend benchmarks tailored for your organization.
Execution Speed
Use customizable tools and templates to speed execution of your key initiatives and deliver faster results.
Decision Speed
On average, organizations take eight to nine months to make decisions. We reduce that decision time frame by 30% to 60% with our trusted insight.
Risk Mitigation
Use real-time visibility into evolving approaches, lessons learned and data from peer companies.
Extension of Your Staff
Customer service and support experts are available on demand around the world to support your changing priorities across the year.
How Gartner clients have achieved success
- UGI Utilities Inc
- Northwestern Mutual
- Cox Automotive
Client
UGI Utilities Inc
Energy
11,000 employees
Becky Eshbach
Sr. Director of Customer Success
Achieved an understanding of the employee voice and where the company’s focus should be for the future
Reduced employee turnover by half in comparison to the prior six months
Discovered what areas of the business need additional coaching in order to increase engagement
Client
Northwestern Mutual
Financial Services
6,700+ employees
Developed an intentional change management strategy through use of Gartner insights
Reduced payment call volume by 55% by identifying web or automatic payments as a company preferred channel for accepting payments
Saved nearly $260K by not mailing bills to policyholders
Client
Cox Automotive
Automotive Software
10,000 employees
Matthew Hurst
Senior Director of Client Services
Raised first-contact resolution rates from 62% to 80%, with same-day resolution rates increasing to 90% from 76%
Decreased speed to answer to less than one minute from six and a half minutes
Utilized the Customer Service Rep Experience research to develop a high-quality staff coaching plan