Customer Service - Midmarket
SoftwareReviews names LiveChat HelpDesk, Front, Zoho Desk, and Issuetrak as Customer Service - Midmarket Emotional Footprint Award Winners.
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SoftwareReviews Emotional Footprint Awards evaluate and rank products based on emotional
response ratings from IT and business professionals. Using our Emotional Footprint methodology,
we aggregate emotional footprint scores across 26 dimensions of the vendor-client relationship
and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
Emotional Footprint Awards are proudly founded in 100% user review data and are free of
traditional “magical” components such as market presence and analyst opinion, which are
opaque in nature and may be influenced by vendor pressure, financial or otherwise.
Emotional Footprint is scored using our “Net Emotional Footprint” Index. This index tracks responses
across 26 dimensions of emotional footprint that span 5 categories: Purchasing, Service Experience,
Product Impact, Vendor Strategy, and Conflict Resolution. Then, the following calculation is done
across this index:
% of Positive Reviews - % of Negative Reviews
For clarity, the total percentage of positive, neutral, and negative ratings is shown for each vendor as well.
Emotional Footprint Leaders
Front
Front is a hub for all things customer communication. Front combines the simplicity of email with the intelligence of a CRM, so you can provide tailor-made service at scale. Front is a hub for customer communication that allows companies to offer tailor-made service at scale. Front looks and feels like your email inbox with a few very important differences: teammates collaborate in the same place where external messages are sent and received, and behind the scenes, robust workflows and integrations power the efficiency and insights typically found in a CRM.
+98
Net Emotional Footprint
Net Emotional
Footprint
91
Value Index
VALUE INDEX
Zoho
Use the power of customer context to improve agent productivity, promote self-service, manage cross-functional service processes, and increase customer happiness.
+95
Net Emotional Footprint
Net Emotional
Footprint
87
Value Index
VALUE INDEX
LiveChat
Manage all emails from customers in one app. Save time on customer support.
+92
Net Emotional Footprint
Net Emotional
Footprint
89
Value Index
VALUE INDEX
Issuetrak
Issuetrak streamlines all of your customer support operations, helping you confidently manage the people and processes that ensure your customers stay satisfied.
+95
Net Emotional Footprint
Net Emotional
Footprint
91
Value Index
VALUE INDEX
Kustomer
Kustomer is the customer service CRM platform helping contact centers and businesses reimagine service and support in today’s customer-first world. Kustomer enables personalized, efficient and effortless customer and agent experiences by delivering unprecedented views of a customer's history, facilitating continuous omnichannel conversations and using intelligence to automate repetitive tasks and surface knowledge.
+90
Net Emotional Footprint
Net Emotional
Footprint
81
Value Index
VALUE INDEX
Help Scout Inc.
Help Scout is designed with your customers in mind. Provide email and live chat with a personal touch, and deliver help content right where your customers need it, all in one place, all for one low price. The customer experience is simple and training staff is painless, but Help Scout still has all the powerful features you need to provide great support at scale. With best in-class-reporting, an integrated knowledge base, 50+ integrations and a robust API, Help Scout lets your team focus on what really matters: your customers.
+78
Net Emotional Footprint
Net Emotional
Footprint
79
Value Index
VALUE INDEX
Helpshift
The Conversational Customer Service Platform. Deliver next-generation digital experiences with personalized conversations powered by AI. Helpshift enables you to provide real-time, conversational and messaging-based experiences across the customer journey. By harnessing the power of machine learning, AI, and chatbots, Helpshift enables your team to deliver dramatically better service at scale while improving efficiency and cost.
+82
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
ManageEngine
SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.
+79
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
HappyFox
Meet HappyFox, a practical help desk and customer support software solution. Reduce chaos and bring order to your support process with a robust support ticket system, self-service knowledge base and community forums. Bring email, web, chat and phone requests together painlessly.
+66
Net Emotional Footprint
Net Emotional
Footprint
90
Value Index
VALUE INDEX
Kayako
Kayako’s helpdesk software comes with powerful out-of-the-box functionality that makes it easy for customer service teams to begin managing requests and conversations that come through any channel. Support customers better, and stay personal as you grow.
+63
Net Emotional Footprint
Net Emotional
Footprint
77
Value Index
VALUE INDEX
For the full list of vendors in this space, click here.
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