Emotional Footprint Awards 2024
Customer Success
SoftwareReviews names Front, HubSpot Service Hub, Intercom, and ClientSuccess as Customer Success Emotional Footprint Award Winners.
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Customer Success
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
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.
9.2
CX Score
CX
Score
+95
Net Emotional Footprint
Net Emotional
Footprint
94
Value Index
VALUE INDEX
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.
8.9
CX Score
CX
Score
+94
Net Emotional Footprint
Net Emotional
Footprint
89
Value Index
VALUE INDEX
Intercom
Intercom
The modern customer communications platform that unifies every aspect of the customer journey, from conversion to engagement to support. Connecting with customers is more important than ever. We can help with scalable messaging for sales, marketing, and support.
8.7
CX Score
CX
Score
+86
Net Emotional Footprint
Net Emotional
Footprint
88
Value Index
VALUE INDEX
ClientSuccess
ClientSuccess
ClientSuccess is customer success software that helps you build relationships that last. The platform helps SaaS companies manage customers, reduce churn & maximize revenue.
8.3
CX Score
CX
Score
+96
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
Other Evaluated Vendors
Totango, Inc
Totango
Totango enables you to reduce churn, grow revenue, drive adoption, and scale your customer success. Totango is the customer success solution designed to help your team achieve their goals. Our customer data platform actively monitors all customer health signals and proactively engage at scale, resulting in focused, proactive customer success teams, increased productivity, and a lower churn rate.
8.0
CX Score
CX
Score
+89
Net Emotional Footprint
Net Emotional
Footprint
84
Value Index
VALUE INDEX
Custify
Custify
Custify is a Customer Success Platform engineered for B2B SaaS companies. The platform centralizes data from multiple systems into an intuitive dashboard, highlighting key KPIs and customer health scores. From flagging at-risk accounts to automating workflows, Custify enables you to proactively manage customer relationships, reduce churn, and maximize lifetime value. Designed for scalability, it's a dynamic solution that evolves with your business needs, freeing your Customer Success Managers to focus on high-impact, strategic activities.
7.7
CX Score
CX
Score
+87
Net Emotional Footprint
Net Emotional
Footprint
77
Value Index
VALUE INDEX
Planhat
Planhat
Planhat is a customer platform built to give insights, manage workflow and drive customer experience. Planhat combines an elegant user experience with powerful enterprise architecture to offer simple solutions to complex business problems. From customer success to sales to marketing to product to finance, Planhat helps you help your customers achieve their goals.
7.6
CX Score
CX
Score
+81
Net Emotional Footprint
Net Emotional
Footprint
81
Value Index
VALUE INDEX
Gainsight
Gainsight Customer Success
Gainsight CS is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers. Easily access customer insights in a centralized view. Utilize all survey types for a best-in-class customer feedback program.
7.3
CX Score
CX
Score
+76
Net Emotional Footprint
Net Emotional
Footprint
81
Value Index
VALUE INDEX
ChurnZero
ChurnZero
ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn. ChurnZero allows businesses to understand how their customers use their product, assess their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints.
6.9
CX Score
CX
Score
+73
Net Emotional Footprint
Net Emotional
Footprint
76
Value Index
VALUE INDEX
YNOT Partners INC.
UserGuiding
UserGuiding improves product adoption rates through 'no coding needed' interactive user onboarding flows. With this simple lightweight tool, just about anyone can quickly create step-by-step product walkthroughs on-screen. UserGuiding comes with great analytics as well to track the performance of walkthroughs, tours, tutorial popups, and more to help create personalized experiences.
6.8
CX Score
CX
Score
+73
Net Emotional Footprint
Net Emotional
Footprint
73
Value Index
VALUE INDEX
Catalyst Software
Catalyst
Catalyst is a Customer Success Platform (CSP), that integrates with all the tools you’re already using to provide one centralized view of customer data. Customer Success Managers can proactively take the right actions to prevent churn, such as receiving automated alerts when a customer is not using certain features that are critical to their success.
6.7
CX Score
CX
Score
+63
Net Emotional Footprint
Net Emotional
Footprint
79
Value Index
VALUE INDEX
For the full list of vendors in this space, click here.
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