Data Quadrant Awards 2019

Customer Service Management


Software Reviews names LiveChat, LiveAgent, Microsoft Dynamics 365 for Customer Service, teamworkdesk, Zendesk Support, and Salesforce Service Cloud as Customer Service Management Data Quadrant Award Winners.

Customer Service Management

Data Quadrant

Data Quadrants 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.

The Software Reviews Data Quadrant evaluates and ranks products based on feedback from IT and business professionals. The placement of a software in the Data Quadrant indicates its relative ranking as well as its categorization.

Read The In-Depth Report

A thorough evaluation and ranking of all software in an individual category to compare software across every dimension.

  • user satisfaction rankings
  • |
  • vendor capability comparisons
  • |
  • business value scores
  • |
  • individual feature evaluations
  • |
  • emotional connection to products
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Customer Service Management Data Quadrant

Note The axes ranges are dynamically adjusted based on minimum and maximum values in the dataset

Evaluate the Complete

Software Experience

When distilled down, the software experience is shaped by both the experience with the software and the relationship with the vendor. Evaluating enterprise software along these two dimensions provides a comprehensive understanding of the product and helps identify vendors that can deliver on both.

Product Features and Satisfaction

The satisfaction is captured in the overall satisfaction score, which is driven by the likelihood of users to recommend the software, combined with user satisfaction across top product features.

Vendor Experience and Capabilities

The vendor relationship is calculated in a weighted average of the satisfaction scores tied to vendor capabilities (e.g. software implementation, training, customer support, product roadmap) as well as emotional response ratings toward the vendor (e.g. trustworthy, respectful, fair).

Gold Medalists


LiveChat

LiveChat

LiveChat turns support teams into customer service rockstars. Customers love answers to their questions coming within seconds. Win hearts of customers with amazing customer service using LiveChat.

8.4

Composite Score

Composite
Score

+85

Emotional Footprint

Emotional
Footprint

80%

Likeliness to Recommend

Likeliness
to Recommend

155Reviews
Gold Award 2019

QualityUnit

LiveAgent

LiveAgent help desk is the ultimate solution for providing excellent customer support. Equipped with 175+ support features you'll be able to link every channel of possible support inputs like fetching emails, Facebook comments, Tweets, contact forms, live chat or phone calls. Some of the main help desk features include: Automation, SLA, Ticketing, POP3 accounts, Email piping, Departments, Priorities, Statuses, Tags, Rules, Ticket Routing, Canned/Predefined messages, Macros & many more.

8.2

Composite Score

Composite
Score

+83

Emotional Footprint

Emotional
Footprint

84%

Likeliness to Recommend

Likeliness
to Recommend

43Reviews
Gold Award 2019

Microsoft

Microsoft Dynamics 365 for Customer Service

To accelerate your digital transformation, you need a new type of business application. One that breaks down the silos between CRM and ERP, that’s powered by data and intelligence, and helps capture new business opportunities. That’s Microsoft Dynamics 365.

7.9

Composite Score

Composite
Score

+81

Emotional Footprint

Emotional
Footprint

78%

Likeliness to Recommend

Likeliness
to Recommend

76Reviews
Gold Award 2019

Teamwork.com

teamworkdesk

Help Desk Software Your Team Can Rely On. Teamwork Desk is at the heart of all your customer interactions, making communication effortless and seamless, ensuring nothing falls through the cracks. A robust solution like Teamwork Desk increases efficiency and improves satisfaction for your customer as well as providing a structured workflow and hassle-free way to manage customer queries which, stands to enhance team performance.

7.9

Composite Score

Composite
Score

+84

Emotional Footprint

Emotional
Footprint

69%

Likeliness to Recommend

Likeliness
to Recommend

18Reviews
Gold Award 2019

Zendesk

Zendesk Support

Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most – better customer service and more meaningful conversations.

7.6

Composite Score

Composite
Score

+79

Emotional Footprint

Emotional
Footprint

78%

Likeliness to Recommend

Likeliness
to Recommend

70Reviews
Gold Award 2019

Salesforce

Salesforce Service Cloud

Service Cloud customer service software gives you faster, smarter customer support.

7.6

Composite Score

Composite
Score

+80

Emotional Footprint

Emotional
Footprint

76%

Likeliness to Recommend

Likeliness
to Recommend

61Reviews
Gold Award 2019

Vendor Capability Awards


Availability and Quality of Training

LiveChat

2019

Breadth of Features

LiveHelpNow Help Desk Suite