Emotional Footprint Awards 2022
Chatbots
SoftwareReviews names Mindsay, Intercom, Birdeye Messaging, and Drift as Chatbots Emotional Footprint Award Winners.
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Chatbots
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.
30+ pages
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
Intercom, Inc.
Intercom
Connecting with customers is more important than ever. We can help with scalable messaging for sales, marketing, and support.
9.2
CX Score
CX
Score
+98
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
Mindsay
Mindsay
Mindsay 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.
9.2
CX Score
CX
Score
+98
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
Drift
Drift
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.
9.2
CX Score
CX
Score
+93
Net Emotional Footprint
Net Emotional
Footprint
91
Value Index
VALUE INDEX
Birdeye
Birdeye Messaging
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 60,000 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
CX Score
CX
Score
+91
Net Emotional Footprint
Net Emotional
Footprint
87
Value Index
VALUE INDEX
Other Evaluated Vendors
Dialogflow
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.
8.6
CX Score
CX
Score
+88
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
Ada Support
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.
8.3
CX Score
CX
Score
+83
Net Emotional Footprint
Net Emotional
Footprint
83
Value Index
VALUE INDEX
Zendesk
Zendesk Chat
Live chat and messaging create a personal connection with customers looking for support. It’s a fast and effective way to offer help—without interrupting their experience.
8.0
CX Score
CX
Score
+82
Net Emotional Footprint
Net Emotional
Footprint
78
Value Index
VALUE INDEX
LiveChat Inc.
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.
7.7
CX Score
CX
Score
+75
Net Emotional Footprint
Net Emotional
Footprint
78
Value Index
VALUE INDEX
LivePerson
LivePerson LiveEngage
Our product, LiveEngage®, now lets you message consumers through the channel of their choice. Whether on your website, app, or mobile web, engagements can be set up anywhere and customized however you want. Consumers can contact you or, more importantly, continue a conversation with you — starting off wherever it’s most convenient for them.
6.8
CX Score
CX
Score
+64
Net Emotional Footprint
Net Emotional
Footprint
72
Value Index
VALUE INDEX
For the full list of vendors in this space, click here.
