Data Quadrant Awards 2020

Customer Service Management


SoftwareReviews names Kayako, Help Scout, LiveChat, and Zendesk Support 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 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
Download Report View Preview
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


Kayako

Kayako

Simple customer service software that scales with your business. Kayako makes it easy to deliver an unrivalled customer support experience.

8.6

Composite
Score

Composite
Score

+94

Emotional
Footprint

Emotional
Footprint

89%

Likeliness to
Recommend

Likeliness
to Recommend

data-quadrant-awards-badge 2020
18Reviews

Help Scout

Help Scout

Help Scout keeps your team on the same page and your customers happy with a host of features designed for managing email at scale.

8.2

Composite
Score

Composite
Score

+91

Emotional
Footprint

Emotional
Footprint

80%

Likeliness to
Recommend

Likeliness
to Recommend

data-quadrant-awards-badge 2020
26Reviews

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.

8.0

Composite
Score

Composite
Score

+87

Emotional
Footprint

Emotional
Footprint

77%

Likeliness to
Recommend

Likeliness
to Recommend

data-quadrant-awards-badge 2020
126Reviews

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.

7.7

Composite
Score

Composite
Score

+84

Emotional
Footprint

Emotional
Footprint

75%

Likeliness to
Recommend

Likeliness
to Recommend

data-quadrant-awards-badge