Data Quadrant Awards 2021

Customer Service Management


SoftwareReviews names HubSpot Service Hub, Issuetrak, and SupportCenter Plus 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


HubSpot

HubSpot Service Hub

Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. The result? More time for proactive service that delights, retains, and grows your customer base.

8.7

Composite
Score

Composite
Score

+91

Emotional
Footprint

Emotional
Footprint

91%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
26Reviews

ManageEngine

SupportCenter Plus

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

8.5

Composite
Score

Composite
Score

+87

Emotional
Footprint

Emotional
Footprint

88%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
33Reviews

Issuetrak Inc

Issuetrak

Issuetrak streamlines all of your customer support operations, helping you confidently manage the people and processes that ensure your customers stay satisfied.

8.5

Composite
Score

Composite
Score

+90

Emotional
Footprint

Emotional
Footprint

87%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
15Reviews

Vendor Capability Awards


Availability and Quality of Training

HubSpot Service Hub

Badge Winner

Breadth of Features

SupportCenter Plus

Badge Winner

Business Value Created

SupportCenter Plus

Badge Winner

Ease of Customization

SupportCenter Plus

Badge Winner

Ease of Data Integration

SupportCenter Plus

Badge Winner

Ease of IT Administration

Issuetrak

Badge Winner

Ease of Implementation

SupportCenter Plus

Badge Winner

Product Strategy and Rate of Improvement

HubSpot Service Hub

Badge Winner

Quality of Features

SupportCenter Plus

Badge Winner

Usability and Intuitiveness

HubSpot Service Hub

Badge Winner

Vendor Support

SupportCenter Plus

Badge Winner

Vendor Capability Awards


Availability and Quality of Training

HubSpot Service Hub


Breadth of Features

SupportCenter Plus


Business Value Created

SupportCenter Plus


Ease of Customization

SupportCenter Plus


Ease of Data Integration

SupportCenter Plus


Ease of IT Administration

Issuetrak


Ease of Implementation

SupportCenter Plus


Product Strategy and Rate of Improvement

HubSpot Service Hub


Quality of Features

SupportCenter Plus


Usability and Intuitiveness

HubSpot Service Hub


Vendor Support

SupportCenter Plus


Other Evaluated Vendors


Help Scout Inc.

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

26Reviews

Zendesk

Zendesk for Service

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.

8.0

Composite
Score

Composite
Score

+88

Emotional
Footprint

Emotional
Footprint

78%

Likeliness to
Recommend

Likeliness
to Recommend

79Reviews

Oracle

Oracle CX Service

Personalize your service engagements across any channel. Oracle CX Service delivers connected experiences to both consumers and businesses with knowledge-driven interactions and automation.

7.8

Composite
Score

Composite
Score

+76

Emotional
Footprint

Emotional
Footprint

83%

Likeliness to
Recommend

Likeliness
to Recommend

31Reviews

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.

7.7

Composite
Score

Composite
Score

+82

Emotional
Footprint

Emotional
Footprint

77%

Likeliness to
Recommend

Likeliness
to Recommend

105Reviews

Salesforce.Com Inc

Salesforce Service Cloud

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

7.6

Composite
Score

Composite
Score

+79

Emotional
Footprint

Emotional
Footprint

77%

Likeliness to
Recommend

Likeliness
to Recommend

100Reviews

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.

7.4

Composite
Score

Composite
Score

+82

Emotional
Footprint

Emotional
Footprint

73%

Likeliness to
Recommend

Likeliness
to Recommend

43Reviews

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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