Data Quadrant Awards 2019
Customer Service Management
SoftwareReviews names LiveChat, LiveAgent, teamworkdesk, Microsoft Dynamics 365 for Customer Service, Salesforce Service Cloud, and Zendesk Support as Customer Service Management Data Quadrant Award Winners.
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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 SoftwareReviews 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
30+ pages
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
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
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
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
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
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
Vendor Capability Awards
Availability and Quality of Training
LiveChat
Breadth of Features
LiveHelpNow Help Desk Suite
Business Value Created
LiveChat
Ease of Customization
LiveAgent
Ease of Data Integration
Five9 Multichannel Contact Center
Ease of IT Administration
teamworkdesk
Ease of Implementation
LiveChat
Product Strategy and Rate of Improvement
teamworkdesk
Quality of Features
LiveChat
Usability and Intuitiveness
Salesforce Service Cloud
Vendor Support
LiveHelpNow Help Desk Suite
Vendor Capability Awards
Availability and Quality of Training
LiveChat
Breadth of Features
LiveHelpNow Help Desk Suite
Business Value Created
LiveChat
Ease of Customization
LiveAgent
Ease of Data Integration
Five9 Multichannel Contact Center
Ease of IT Administration
teamworkdesk
Ease of Implementation
LiveChat
Product Strategy and Rate of Improvement
teamworkdesk
Quality of Features
LiveChat
Usability and Intuitiveness
Salesforce Service Cloud
Vendor Support
LiveHelpNow Help Desk Suite
Other Evaluated Vendors
SugarCRM
SugarCRM
SugarCRM enables businesses to create extraordinary customer relationships with the most innovative, flexible and affordable CRM solution in the market. The company uniquely places the individual at the center of its solution, helping businesses transform the customer experience and enable highly personalized interactions that drive customer excellence and loyalty throughout the entire customer lifecycle. SugarCRM delivers a fully transformed, personalized user experience that is immersive, engaging and intuitive. Sugar fuses the straightforward simplicity, mobility and social aspects of a consumer app with the business process optimization of conventional CRM.
7.3
Composite
Score
Composite
Score
+74
Emotional
Footprint
Emotional
Footprint
78%
Likeliness to
Recommend
Likeliness
to Recommend
LiveHelpNow
LiveHelpNow Help Desk Suite
LiveHelpNow help desk software suite facilitates real time, omnichannel customer service communications via Live Chat, SMS, Email, Facebook and Twitter. Top rated by Business.com 8 years running, Inc 500 fastest growing companies list 3 years in a row. 12k+ implementations, with over 2k in the Enterprise arena. Starting only at $18.90 per month per agent on annual contract. Superb multi branding abilities allowing a call center of any size use LiveHelpNow to support multiple brands.
7.1
Composite
Score
Composite
Score
+59
Emotional
Footprint
Emotional
Footprint
77%
Likeliness to
Recommend
Likeliness
to Recommend
Freshworks
Freshdesk Customer Support Software
Offering true, multi-channel customer support, Freshdesk brings together every customer conversation into a centralized, user-friendly interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over the phone, via email, through Web chat or comes in from social media channels like Facebook and Twitter, Freshdesk ensures customer support issues get to the right team member right away.
7.0
Composite
Score
Composite
Score
+78
Emotional
Footprint
Emotional
Footprint
70%
Likeliness to
Recommend
Likeliness
to Recommend
Five9
Five9 Multichannel Contact Center
Five9 Multichannel Contact Center Applications—powered by our unique technology layer called Five9 Connect—enable your agents to move seamlessly between social media, mobile care, live chat, email, and voice calls. They'll be able to respond more efficiently and provide customers with a better experience across all channels.
6.9
Composite
Score
Composite
Score
+60
Emotional
Footprint
Emotional
Footprint
68%
Likeliness to
Recommend
Likeliness
to Recommend
Gnatta
Gnatta
Award-winning multichannel software - improving the customer experience whilst increasing site traffic. Gnatta allows you to talk to your customers however, and wherever they choose to communicate. With multichannel capabilities as well as fast and efficient reporting, you will never need to use another tool for customer service.
6.8
Composite
Score
Composite
Score
+73
Emotional
Footprint
Emotional
Footprint
68%
Likeliness to
Recommend
Likeliness
to Recommend
Oracle Financial Services Software
Oracle Service Cloud
Differentiate your brand by developing lasting, profitable relationships with unified web, social, and contact center experiences.
6.8
Composite
Score
Composite
Score
+57
Emotional
Footprint
Emotional
Footprint
76%
Likeliness to
Recommend
Likeliness
to Recommend
For the full press release, click here. For the full list of vendors in this space, click here.
About Gold Medal Awards and Software Reports
SoftwareReviews Gold Medal Awards recognize outstanding vendors in the technology marketplace as evaluated by their users. Gold Medals are the capstone of an in-depth software evaluation report, and awarded using a proprietary, transparent methodology based on a composite satisfaction score that averages four different areas of evaluation: Net Emotional Footprint, Vendor Capabilities, Product Features, and Likeliness to Recommend. The Net Emotional Footprint Score measures user emotional response ratings of the vendor (e.g. trustworthy, respectful, fair).
Software Reports present comprehensive evaluations of software vendors on the above elements. Software buyers can use this data to make more informed, data-driven software purchasing and renewal decisions.
