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.

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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


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

0% Negative 98% Positive
Badge Winner
31Reviews

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

0% Negative 98% Positive
Badge Winner
19Reviews

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

2% Negative 95% Positive
Badge Winner
13Reviews

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

2% Negative 93% Positive
Badge Winner
19Reviews

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

4% Negative 92% Positive
21Reviews

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

4% Negative 87% Positive
18Reviews

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

4% Negative 86% Positive
32Reviews

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

6% Negative 81% Positive
85Reviews

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

8% Negative 72% Positive
19Reviews

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

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