Emotional Footprint Awards 2019

Customer Service Management


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


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Customer Service Management

Emotional Footprint Awards

SoftwareReviews 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
Badge Winner
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
Badge Winner
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
Badge Winner
19Reviews

Zendesk

Zendesk Support

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

CX Score

CX
Score

+85

Net Emotional Footprint

Net Emotional
Footprint

75

Value Index

VALUE INDEX

3% Negative 88% Positive
Badge Winner
55Reviews

Other Evaluated Vendors


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.

7.8

CX Score

CX
Score

+81

Net Emotional Footprint

Net Emotional
Footprint

76

Value Index

VALUE INDEX

5% Negative 86% Positive
77Reviews

Salesforce.com

Salesforce Service Cloud

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

7.5

CX Score

CX
Score

+79

Net Emotional Footprint

Net Emotional
Footprint

71

Value Index

VALUE INDEX

4% Negative 84% Positive
59Reviews

LiveHelpNow

LiveHelpNow Help Desk Suite

LiveHelpNow help desk software suite facilitates real time, omnichannel customer service communications via Live Chat, SMS, Email, Facebook and Twitter. Top rated by Business.com 8 years running, Inc 500 fastest growing companies list 3 years in a row. 12k+ implementations, with over 2k in the Enterprise arena. Starting only at $18.90 per month per agent on annual contract. Superb multi branding abilities allowing a call center of any size use LiveHelpNow to support multiple brands.

7.2

CX Score

CX
Score

+59

Net Emotional Footprint

Net Emotional
Footprint

83

Value Index

VALUE INDEX

11% Negative 70% Positive
19Reviews

Oracle

Oracle Service Cloud

Differentiate your brand by developing lasting, profitable relationships with unified web, social, and contact center experiences.

7.1

CX Score

CX
Score

+58

Net Emotional Footprint

Net Emotional
Footprint

83

Value Index

VALUE INDEX

10% Negative 67% Positive
20Reviews

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.

7.1

CX Score

CX
Score

+76

Net Emotional Footprint

Net Emotional
Footprint

66

Value Index

VALUE INDEX

6% Negative 81% Positive
33Reviews

Five9

Five9 Multichannel Contact Center

Five9 Multichannel Contact Center Applications—powered by our unique technology layer called Five9 Connect—enable your agents to move seamlessly between social media, mobile care, live chat, email, and voice calls. They'll be able to respond more efficiently and provide customers with a better experience across all channels.

6.6

CX Score

CX
Score

+60

Net Emotional Footprint

Net Emotional
Footprint

72

Value Index

VALUE INDEX

11% Negative 71% Positive
18Reviews

Gnatta

Gnatta

Award-winning multichannel software - improving the customer experience whilst increasing site traffic. Gnatta allows you to talk to your customers however, and wherever they choose to communicate. With multichannel capabilities as well as fast and efficient reporting, you will never need to use another tool for customer service.

6.4

CX Score

CX
Score

+72

Net Emotional Footprint

Net Emotional
Footprint

55

Value Index

VALUE INDEX

6% Negative 79% Positive
25Reviews

For the full list of vendors in this space, click here.

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