Emotional Footprint Awards 2019

Customer Service Management


Software Reviews names Kayako, LiveChat, teamworkdesk, and Zendesk Support as Customer Service Management Emotional Footprint Award Winners.

Customer Service Management

Emotional Footprint Awards

Software Reviews Emotional Footprint Awards evaluate and rank products based on emotional response ratings from IT and business professionals. Using our Emotional Footprint methodology, we aggregate emotional footprint scores across 26 dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.

Emotional Footprint Awards 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.

Read The In-Depth Report

See how each vendor stacks up across each of the 26 dimensions and our thorough evaluation of vendor capabilities, product features, and overall satisfaction.

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Measuring Emotional Footprint

Emotional Footprint is scored using our “Net Emotional Footprint” Index. This index tracks responses across 26 dimensions of emotional footprint that span 5 categories: Purchasing, Service Experience, Product Impact, Vendor Strategy, and Conflict Resolution. Then, the following calculation is done across this index:

% of Positive Reviews - % of Negative Reviews

For clarity, the total percentage of positive, neutral, and negative ratings is shown for each vendor as well.

Emotional Footprint Leaders


Kayako

Kayako

Simple customer service software that scales with your business. Kayako makes it easy to deliver an unrivalled customer support experience.

9.3

CX Score

CX
Score

+94

Net Emotional Footprint

Net Emotional
Footprint

93

Value Index

VALUE INDEX

0% Negative 94% Positive
EMOTIONAL FOOTPRINT EMOTIONAL FOOTPRINT 2019
18Reviews

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.

8.5

CX Score

CX
Score

+86

Net Emotional Footprint

Net Emotional
Footprint

85

Value Index

VALUE INDEX

3% Negative 88% Positive
EMOTIONAL FOOTPRINT EMOTIONAL FOOTPRINT 2019
116Reviews

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.

8.5

CX Score

CX
Score

+84

Net Emotional Footprint

Net Emotional
Footprint

85

Value Index

VALUE INDEX

2% Negative 87% Positive
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