Top Customer Service - Midmarket Software Awards 2022 | Software

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Emotional Footprint Awards 2022

Customer Service - Midmarket


SoftwareReviews names LiveChat HelpDesk, Front, Zoho Desk, and Issuetrak as Customer Service - Midmarket Emotional Footprint Award Winners.


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Customer Service - Midmarket

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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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


Front

Front

Front is a hub for all things customer communication. Front combines the simplicity of email with the intelligence of a CRM, so you can provide tailor-made service at scale. Front is a hub for customer communication that allows companies to offer tailor-made service at scale. Front looks and feels like your email inbox with a few very important differences: teammates collaborate in the same place where external messages are sent and received, and behind the scenes, robust workflows and integrations power the efficiency and insights typically found in a CRM.

9.4

CX Score

CX
Score

+97

Net Emotional Footprint

Net Emotional
Footprint

91

Value Index

VALUE INDEX

0% Negative 97% Positive
Badge Winner
23Reviews

Issuetrak Inc

Issuetrak

Issuetrak streamlines all of your customer support operations, helping you confidently manage the people and processes that ensure your customers stay satisfied.

9.1

CX Score

CX
Score

+92

Net Emotional Footprint

Net Emotional
Footprint

90

Value Index

VALUE INDEX

1% Negative 93% Positive
Badge Winner
19Reviews

Zoho

Zoho Desk

Use the power of customer context to improve agent productivity, promote self-service, manage cross-functional service processes, and increase customer happiness.

9.0

CX Score

CX
Score

+93

Net Emotional Footprint

Net Emotional
Footprint

87

Value Index

VALUE INDEX

1% Negative 94% Positive
Badge Winner
43Reviews

LiveChat Inc.

LiveChat HelpDesk

Manage all emails from customers in one app. Save time on customer support.

8.8

CX Score

CX
Score

+90

Net Emotional Footprint

Net Emotional
Footprint

87

Value Index

VALUE INDEX

2% Negative 92% Positive
Badge Winner
27Reviews

Other Evaluated Vendors


Kustomer Inc

Kustomer

Kustomer is the customer service CRM platform helping contact centers and businesses reimagine service and support in today’s customer-first world. Kustomer enables personalized, efficient and effortless customer and agent experiences by delivering unprecedented views of a customer's history, facilitating continuous omnichannel conversations and using intelligence to automate repetitive tasks and surface knowledge.

8.5

CX Score

CX
Score

+89

Net Emotional Footprint

Net Emotional
Footprint

82

Value Index

VALUE INDEX

1% Negative 90% Positive
16Reviews

Helpshift

Helpshift

The Conversational Customer Service Platform. Deliver next-generation digital experiences with personalized conversations powered by AI. Helpshift enables you to provide real-time, conversational and messaging-based experiences across the customer journey. By harnessing the power of machine learning, AI, and chatbots, Helpshift enables your team to deliver dramatically better service at scale while improving efficiency and cost.

8.2

CX Score

CX
Score

+80

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

4% Negative 84% Positive
14Reviews

ManageEngine

SupportCenter Plus

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

8.1

CX Score

CX
Score

+77

Net Emotional Footprint

Net Emotional
Footprint

85

Value Index

VALUE INDEX

7% Negative 84% Positive
43Reviews

Kayako

Kayako

Kayako’s helpdesk software comes with powerful out-of-the-box functionality that makes it easy for customer service teams to begin managing requests and conversations that come through any channel. Support customers better, and stay personal as you grow.

7.9

CX Score

CX
Score

+75

Net Emotional Footprint

Net Emotional
Footprint

83

Value Index

VALUE INDEX

4% Negative 79% Positive
14Reviews

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

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