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Data Quadrant Awards 2022

Knowledge Management


SoftwareReviews names Guru, KnowledgeOwl, Bitrix24, and LiveAgent as Knowledge Management Data Quadrant Award Winners.


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Knowledge 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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30+ pages

Knowledge 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


Guru Technologies

Guru

Guru is a collaborative knowledge management solution where answers find you--everywhere, every time. By empowering these teams in-context with the knowledge they need to respond to customer questions, they can stop spending time hunting down information and instead focus on what matters most — their customers.

9.3

Composite
Score

Composite
Score

+97

Emotional
Footprint

Emotional
Footprint

96%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
19Reviews

Silly Moose (KnowledgeOwl)

KnowledgeOwl

KnowledgeOwl helps organizations of all sizes build better knowledge bases.

9.2

Composite
Score

Composite
Score

+99

Emotional
Footprint

Emotional
Footprint

94%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
30Reviews

Bitrix24 Ltd

Bitrix24

Bitrix24 is a collaboration platform launched in 2012. Bitrix24 provides a complete suite of social collaboration, communication and management tools for your team, including CRM, files sharing, project management, calendars, and more. Bitrix24 is available in cloud and on premise.

9.0

Composite
Score

Composite
Score

+98

Emotional
Footprint

Emotional
Footprint

88%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
17Reviews

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.

9.0

Composite
Score

Composite
Score

+90

Emotional
Footprint

Emotional
Footprint

91%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
21Reviews

Vendor Capability Awards


Availability and Quality of Training

KnowledgeOwl

Badge Winner

Breadth of Features

LiveAgent

Badge Winner

Business Value Created

Guru

Badge Winner

Ease of Customization

LiveAgent

Badge Winner

Ease of Data Integration

Bitrix24

Badge Winner

Ease of IT Administration

Guru

Badge Winner

Ease of Implementation

LiveAgent

Badge Winner

Product Strategy and Rate of Improvement

Bitrix24

Badge Winner

Quality of Features

Bitrix24

Badge Winner

Usability and Intuitiveness

KnowledgeOwl

Badge Winner

Vendor Support

KnowledgeOwl

Badge Winner

Vendor Capability Awards


Availability and Quality of Training

KnowledgeOwl


Breadth of Features

LiveAgent


Business Value Created

Guru


Ease of Customization

LiveAgent


Ease of Data Integration

Bitrix24


Ease of IT Administration

Guru


Ease of Implementation

LiveAgent


Product Strategy and Rate of Improvement

Bitrix24


Quality of Features

Bitrix24


Usability and Intuitiveness

KnowledgeOwl


Vendor Support

KnowledgeOwl


Other Evaluated Vendors


Zoho

Zoho Desk

Use the power of customer context to improve agent productivity, promote self-service, manage cross-functional service processes, and increase customer happiness.

8.6

Composite
Score

Composite
Score

+91

Emotional
Footprint

Emotional
Footprint

87%

Likeliness to
Recommend

Likeliness
to Recommend

22Reviews

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.

8.6

Composite
Score

Composite
Score

+90

Emotional
Footprint

Emotional
Footprint

90%

Likeliness to
Recommend

Likeliness
to Recommend

29Reviews

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.

8.5

Composite
Score

Composite
Score

+89

Emotional
Footprint

Emotional
Footprint

87%

Likeliness to
Recommend

Likeliness
to Recommend

32Reviews

Zendesk

Zendesk Guide

Zendesk Guide is more than just a collection of articles. It’s a smart knowledge base that helps you capture and leverage your team’s know-how. It works natively with Zendesk Support to deliver better self-service for customers and improve agent efficiency.

8.1

Composite
Score

Composite
Score

+78

Emotional
Footprint

Emotional
Footprint

89%

Likeliness to
Recommend

Likeliness
to Recommend

24Reviews

Stack Overflow

Stack Overflow for Teams

Keep all your team’s information in a private, up-to-date knowledge management software.

8.1

Composite
Score

Composite
Score

+82

Emotional
Footprint

Emotional
Footprint

82%

Likeliness to
Recommend

Likeliness
to Recommend

16Reviews

Atlassian

Confluence

Confluence is your remote-friendly team workspace where knowledge and collaboration meet.

8.1

Composite
Score

Composite
Score

+80

Emotional
Footprint

Emotional
Footprint

85%

Likeliness to
Recommend

Likeliness
to Recommend

50Reviews

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.

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