Data Quadrant Awards 2023
Chatbots
SoftwareReviews names Laiye Chatbot, Intercom, Tidio, and Birdeye as Chatbots Data Quadrant Award Winners.
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Chatbots
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
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
LAIYE
Laiye Chatbot
Laiye's (formerly Mindsay) Conversational AI Chatbot makes customer interactions simple and efficient using conversational automation. We help customer service teams overcome common challenges, allowing them to automate customer requests, eliminate time-consuming processes, and optimize their use of human resources. From basic FAQs to complex transactions, we help companies build their customer service automation strategy, allowing for maximum automation of customer interactions and lowest total cost of ownership.
9.0
Composite
Score
Composite
Score
+98
Emotional
Footprint
Emotional
Footprint
89%
Likeliness to
Recommend
Likeliness
to Recommend
Intercom
Intercom
The modern customer communications platform that unifies every aspect of the customer journey, from conversion to engagement to support. Connecting with customers is more important than ever. We can help with scalable messaging for sales, marketing, and support.
8.9
Composite
Score
Composite
Score
+95
Emotional
Footprint
Emotional
Footprint
88%
Likeliness to
Recommend
Likeliness
to Recommend
Tidio
Tidio
Tidio is an all-round marketing and communication tool for growing your online business. Thanks to live chat software, business owners and customers can connect in real-time. Tidio chat offers the fastest and easiest way to support your website visitors. Tidio is a customer experience tool that helps small and medium businesses serve their clients efficiently.
8.9
Composite
Score
Composite
Score
+96
Emotional
Footprint
Emotional
Footprint
89%
Likeliness to
Recommend
Likeliness
to Recommend
Birdeye
Birdeye
The single customer messaging software for your team to connect with leads and customers through texting, live chat and bulk messaging. Birdeye helps businesses grow through happy customers. Over 80,000 businesses use Birdeye every day to attract new leads with Listings, Reviews and Referrals, convert them into customers with Webchat and Appointments, and delight those customers with Surveys, Ticketing, and Insights - all in one place.
8.9
Composite
Score
Composite
Score
+94
Emotional
Footprint
Emotional
Footprint
91%
Likeliness to
Recommend
Likeliness
to Recommend
Vendor Capability Awards
Availability and Quality of Training
Laiye Chatbot
Breadth of Features
Landbot
Business Value Created
Birdeye
Ease of Customization
Landbot
Ease of Data Integration
Landbot
Ease of IT Administration
Intercom
Ease of Implementation
Tidio
Product Strategy and Rate of Improvement
Laiye Chatbot
Quality of Features
Landbot
Usability and Intuitiveness
Intercom
Vendor Support
Laiye Chatbot
Vendor Capability Awards
Availability and Quality of Training
Laiye Chatbot
Breadth of Features
Landbot
Business Value Created
Birdeye
Ease of Customization
Landbot
Ease of Data Integration
Landbot
Ease of IT Administration
Intercom
Ease of Implementation
Tidio
Product Strategy and Rate of Improvement
Laiye Chatbot
Quality of Features
Landbot
Usability and Intuitiveness
Intercom
Vendor Support
Laiye Chatbot
Other Evaluated Vendors
Drift
Drift Conversation Cloud
With Drift any conversation can be a conversion. Instead of traditional marketing and sales platforms that rely on forms and follow ups, Drift connects your business with the best leads in real-time.
8.7
Composite
Score
Composite
Score
+95
Emotional
Footprint
Emotional
Footprint
84%
Likeliness to
Recommend
Likeliness
to Recommend
Dialogflow
Give users new ways to interact with your product by building engaging voice and text-based conversational interfaces, such as voice apps and chatbots, powered by AI.
8.5
Composite
Score
Composite
Score
+93
Emotional
Footprint
Emotional
Footprint
85%
Likeliness to
Recommend
Likeliness
to Recommend
ManyChat
ManyChat
Automate & combine Facebook Messenger, SMS, and E-mail to grow your business. Build campaigns intuitively with our visual editor.
8.5
Composite
Score
Composite
Score
+86
Emotional
Footprint
Emotional
Footprint
89%
Likeliness to
Recommend
Likeliness
to Recommend
Landbot
Landbot
Engage leads, capture data and personalize client journeys in real-time.
8.5
Composite
Score
Composite
Score
+94
Emotional
Footprint
Emotional
Footprint
78%
Likeliness to
Recommend
Likeliness
to Recommend
Ada
Ada
Move beyond basic conversations and provide highly personalized interactions that help customers update information, upgrade their accounts, take advantage of targeted offers, make purchases on their own and so much more.
8.5
Composite
Score
Composite
Score
+89
Emotional
Footprint
Emotional
Footprint
87%
Likeliness to
Recommend
Likeliness
to Recommend
HubSpot
Hubspot Live Chat
Connect with your website visitors in real time to convert new leads, close more deals, and provide better support to your customers.
8.4
Composite
Score
Composite
Score
+88
Emotional
Footprint
Emotional
Footprint
88%
Likeliness to
Recommend
Likeliness
to Recommend
Freshworks
Freshchat
Freshchat, a modern live chat software, by Freshworks, is built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social pages. A leap from legacy live-chat, Freshchat helps businesses and its teams focus on a continuous and context-driven messaging experience. With features like campaigns, sales bot, integrated self-service, and intelligent message routing, responses to visitors’ questions are smarter and faster.
8.1
Composite
Score
Composite
Score
+81
Emotional
Footprint
Emotional
Footprint
84%
Likeliness to
Recommend
Likeliness
to Recommend
LiveChat
LiveChat ChatBot
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.
7.9
Composite
Score
Composite
Score
+76
Emotional
Footprint
Emotional
Footprint
79%
Likeliness to
Recommend
Likeliness
to Recommend
LivePerson
LivePerson Conversational Cloud
Create closer connections with your customers and drive meaningful outcomes, all from one place. Say hello to LivePerson’s Conversational Cloud.
7.3
Composite
Score
Composite
Score
+62
Emotional
Footprint
Emotional
Footprint
79%
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.
