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Emotional Footprint Awards 2022

Knowledge Management


SoftwareReviews names Document360, Guru, KnowledgeOwl, and Zoho Desk as Knowledge Management Emotional Footprint Award Winners.


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Knowledge 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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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


Kovai Limited

Document360

Document360 is the leading cloud-based Knowledge management platform, bringing together collaboration and knowledge. It allows organizations to create a public and private knowledge base to help employees and customers. You can create online FAQ pages, publish SOP's, centralize information, create product documentation and user manuals. Integrated with many 3rd party tools to fit your ecosystem. Integrations including Freshdesk, Zendesk, Intercom, Drift, Teams, Chrome, Slack, and many more.

9.6

CX Score

CX
Score

+97

Net Emotional Footprint

Net Emotional
Footprint

96

Value Index

VALUE INDEX

1% Negative 98% Positive
Badge Winner
12Reviews

Silly Moose (KnowledgeOwl)

KnowledgeOwl

KnowledgeOwl helps organizations of all sizes build better knowledge bases.

9.5

CX Score

CX
Score

+99

Net Emotional Footprint

Net Emotional
Footprint

91

Value Index

VALUE INDEX

0% Negative 99% Positive
Badge Winner
29Reviews

Guru Technologies

Guru

Guru is a collaborative knowledge management solution where answers find you--everywhere, every time. By empowering these teams in-context with the knowledge they need to respond to customer questions, they can stop spending time hunting down information and instead focus on what matters most — their customers.

9.5

CX Score

CX
Score

+97

Net Emotional Footprint

Net Emotional
Footprint

92

Value Index

VALUE INDEX

0% Negative 97% Positive
Badge Winner
16Reviews

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

+94

Net Emotional Footprint

Net Emotional
Footprint

86

Value Index

VALUE INDEX

1% Negative 95% Positive
Badge Winner
13Reviews

Other Evaluated Vendors


Atlassian

Confluence

Confluence is your remote-friendly team workspace where knowledge and collaboration meet.

9.0

CX Score

CX
Score

+88

Net Emotional Footprint

Net Emotional
Footprint

91

Value Index

VALUE INDEX

1% Negative 89% Positive
31Reviews

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.

8.8

CX Score

CX
Score

+88

Net Emotional Footprint

Net Emotional
Footprint

89

Value Index

VALUE INDEX

4% Negative 92% Positive
24Reviews

QualityUnit

LiveAgent

LiveAgent help desk is the ultimate solution for providing excellent customer support. Equipped with 175+ support features you'll be able to link every channel of possible support inputs like fetching emails, Facebook comments, Tweets, contact forms, live chat or phone calls. Some of the main help desk features include: Automation, SLA, Ticketing, POP3 accounts, Email piping, Departments, Priorities, Statuses, Tags, Rules, Ticket Routing, Canned/Predefined messages, Macros & many more.

8.7

CX Score

CX
Score

+87

Net Emotional Footprint

Net Emotional
Footprint

87

Value Index

VALUE INDEX

2% Negative 89% Positive
15Reviews

HubSpot

HubSpot Service Hub

Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. The result? More time for proactive service that delights, retains, and grows your customer base.

8.3

CX Score

CX
Score

+83

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

4% Negative 87% Positive
20Reviews

Stack Overflow

Stack Overflow for Teams

Keep all your team’s information in a private, up-to-date knowledge management software.

8.0

CX Score

CX
Score

+81

Net Emotional Footprint

Net Emotional
Footprint

79

Value Index

VALUE INDEX

5% Negative 86% Positive
16Reviews

Zendesk

Zendesk Guide

Zendesk Guide is more than just a collection of articles. It’s a smart knowledge base that helps you capture and leverage your team’s know-how. It works natively with Zendesk Support to deliver better self-service for customers and improve agent efficiency.

7.9

CX Score

CX
Score

+75

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

8% Negative 83% Positive
20Reviews

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

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