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
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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

Badge Winner
155Reviews

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

Badge Winner
43Reviews

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

Badge Winner
76Reviews

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

Badge Winner
18Reviews

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

Badge Winner
70Reviews

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

Badge Winner
61Reviews

Vendor Capability Awards


Availability and Quality of Training

LiveChat

Badge Winner

Breadth of Features

LiveHelpNow Help Desk Suite

Badge Winner

Business Value Created

LiveChat

Badge Winner

Ease of Customization

LiveAgent

Badge Winner

Ease of Data Integration

Five9 Multichannel Contact Center

Badge Winner

Ease of IT Administration

teamworkdesk

Badge Winner

Ease of Implementation

LiveChat

Badge Winner

Product Strategy and Rate of Improvement

teamworkdesk

Badge Winner

Quality of Features

LiveChat

Badge Winner

Usability and Intuitiveness

Salesforce Service Cloud

Badge Winner

Vendor Support

LiveHelpNow Help Desk Suite

Badge Winner

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

66Reviews

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

19Reviews

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

31Reviews

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

18Reviews

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

25Reviews

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

15Reviews

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). The top 5 vendors in a software category are eligible for awards pending composite scores achieve a sufficiently high satisfaction threshold.

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.

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