Data Quadrant Awards 2020

Customer Service Management


SoftwareReviews names Kayako, Help Scout, LiveChat, 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
Buyer's Guide 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

Badge Winner
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

Badge Winner
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

Badge Winner
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

Badge Winner
63Reviews

Vendor Capability Awards


Availability and Quality of Training

Kayako

Badge Winner

Breadth of Features

Help Scout

Badge Winner

Business Value Created

Kayako

Badge Winner

Ease of Customization

teamworkdesk

Badge Winner

Ease of Data Integration

Help Scout

Badge Winner

Ease of IT Administration

Kayako

Badge Winner

Ease of Implementation

Kayako

Badge Winner

Product Strategy and Rate of Improvement

Kayako

Badge Winner

Quality of Features

Help Scout

Badge Winner

Usability and Intuitiveness

Kayako

Badge Winner

Vendor Support

LiveChat

Badge Winner

Vendor Capability Awards


Availability and Quality of Training

Kayako


Breadth of Features

Help Scout


Business Value Created

Kayako


Ease of Customization

teamworkdesk


Ease of Data Integration

Help Scout


Ease of IT Administration

Kayako


Ease of Implementation

Kayako


Product Strategy and Rate of Improvement

Kayako


Quality of Features

Help Scout


Usability and Intuitiveness

Kayako


Vendor Support

LiveChat


Other Evaluated Vendors


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.

7.6

Composite
Score

Composite
Score

+81

Emotional
Footprint

Emotional
Footprint

76%

Likeliness to
Recommend

Likeliness
to Recommend

102Reviews

Salesforce.com

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

98Reviews

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.

7.6

Composite
Score

Composite
Score

+84

Emotional
Footprint

Emotional
Footprint

67%

Likeliness to
Recommend

Likeliness
to Recommend

21Reviews

Oracle

Oracle Service Cloud

Differentiate your brand by developing lasting, profitable relationships with unified web, social, and contact center experiences.

7.4

Composite
Score

Composite
Score

+69

Emotional
Footprint

Emotional
Footprint

79%

Likeliness to
Recommend

Likeliness
to Recommend

26Reviews

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

+62

Emotional
Footprint

Emotional
Footprint

72%

Likeliness to
Recommend

Likeliness
to Recommend

20Reviews

Freshworks

Freshdesk

Freshworks' cloud-based customer support software, Freshdesk, makes customer happiness refreshingly easy. With powerful features, an easy to use interface, and a freemium pricing model, Freshdesk enables companies of all sizes to provide a seamless multi-channel support experience across email, phone, web, chat, forums, social media, and mobile apps. Freshdesk’s capabilities include robust ticketing, SLA management, smart automations, intelligent reporting, and game mechanics to motivate agents.

7.0

Composite
Score

Composite
Score

+77

Emotional
Footprint

Emotional
Footprint

69%

Likeliness to
Recommend

Likeliness
to Recommend

35Reviews

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.

6.9

Composite
Score

Composite
Score

+72

Emotional
Footprint

Emotional
Footprint

65%

Likeliness to
Recommend

Likeliness
to Recommend

25Reviews

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.

6.7

Composite
Score

Composite
Score

+59

Emotional
Footprint

Emotional
Footprint

64%

Likeliness to
Recommend

Likeliness
to Recommend

18Reviews

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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