The Forrester Social Suites Wave is a comprehensive and respected assessment of the key vendors in our industry. 

Brandwatch has been named a Strong Performer by Forrester in 2024 and given the highest possible scores in four categories: Social Listening, Customer Service, Privacy & Security, and Supporting Services & Offerings. 

"Customers praise Brandwatch for their excellent customer service — citing response times from customer support and their account manager as “very fast and helpful”." – Forrester Social Suites Wave, 2024

We’re particularly proud of this achievement because while Brandwatch provides leading data and network coverage and an outstanding AI-powered technology suite, what truly sets us apart is our people. 

Today’s world moves at the speed of social and whether you’re an analyst, a marketer, or a social media manager there’s an increased expectation from your business for insights, reports, or actions now. Our support teams combine decades of experience with deep technical knowledge to ensure that our customers are always a step ahead, can resolve issues quickly, and are able to anticipate demands. 

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The Forrester Wave™: Social Suites, Q4 2024

What does it take to receive the highest score for customer services by Forrester?

Forrester sets a high benchmark for what makes a differentiated customer service offering and these are some of the key benefits that helped Brandwatch achieve the highest possible scores: 

  • Our outstanding onboarding process. With dedicated global teams we can get customers up and running fast. This includes account creation and set up, coaching and support on query and dashboard creation, and technical and strategic guidance on how to get the most value out of the vital use cases Brandwatch supports.
  • Dedicated ongoing technical support. Our teams are always ready to help via web form, chat, or email, with a customer satisfaction score of 97%.
  • On demand education. The Brandwatch Academy is our self-serve resource where users can learn the basics or take advanced courses on specific use cases to deepen understanding, personalize setups, get inspiration, and gain certifications. 
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The power of our platform + our experts

While our technologies are best-in-class, what truly sets us apart is our people.

Forrester also gave Brandwatch the highest possible score for our supporting services and offerings. 

Our global team of industry specialists are experts at transforming data into insights. With over 600 analysts globally, we help teams make smarter, data-driven decisions tied to strategic business objectives across a wide variety of use cases. These include brand management, PR and content marketing, market research, stakeholder management, risk mitigation, and customer care. 

We build top-tier programs tailored to our clients’ distinct needs, leveraging subject-matter experts who help our customers keep pace with industry best practices. Through our professional services teams we help customers take their insights and social media management strategies to the next level.