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
30+ pages
Note Software product placement is based on the scores provided by users, recency of the reviews, and review volume. Axes are dynamically adjusted based on the minimum and maximum values in the data set.
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
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
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
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
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
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
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
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
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
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
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
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.
