Relay Designated a Gartner Cool Vendor in CRM Customer Service and Support
Mar 04, 2019
Leading analyst firm selects Relay as an innovative, impactful, and intriguing vendor in their annual customer service and support report.
Relay Network, the company taking the guesswork out of customer service, today announced that it has been recognized as a 2017 “Cool Vendor” in the CRM Service and Support report by Gartner, Inc. The research provides application leaders and customer service business buyers with a view of five Cool Vendors that bring innovation to the customer service and support space. Gartner’s report points out, “Make the customer journey transparent not only to your staff, but also to your customers. Consider Relay to create a continuous CX across multiple channels and devices.” The report also provides a number of key findings including the following:
- Innovators are taking a unified approach to turn SMS, in-app communications and consumer messaging apps into platforms for businesses to use to engage with their customers.
- Technology is emerging to create a cross-channel engagement experience that persists, and is transparent to both customers and the providers."
Providing superior service and support is the new competitive battleground for companies as expectations for how customers want to interact with businesses continue to rise. Customers want easy and effective interactions, but businesses haven’t been able to meet such expectations despite the billions of dollars invested in multiple customer facing tools, apps, and portals.
Relay takes a different approach by connecting companies with their customers on a single, private web app built for service. Using Relay's platform, businesses can easily create, deliver, and automate guided service experiences that proactively direct the right customer, through the right process, with the right tools. Unlike existing self-service solutions, Relay accelerates a business’ mobile user adoption to extend their service and support capabilities beyond apps, portals, and emails.