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Customer Service Management

Customer service management (CSM) software supports an organization's interaction with current and potential customers. It uses data driven tools designed to help organizations drive sales and deliver exceptional customer experiences.

The Data Quadrant is a thorough evaluation and ranking of all software in an individual category to compare platforms across multiple dimensions.

These include:

  • User Satisfaction Rankings
  • Business Value Scores
  • Vendor Capability Comparisons
  • Product Feature Evaluations

The Emotional Footprint is a powerful indicator of overall user sentiment toward the relationship with the vendor, capturing data across five dimensions.

These include:

  • Strategy and Innovation
  • Service Experience
  • Conflict Resolution
  • Product Impact
  • Negotiation and Contract

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Latest Award: April 2020

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See the most recent winners of our SoftwareReviews Data Quadrant Awards. View our Gold Medalists and compare top vendors using our free downloadable reports.

Latest Research

17
Jan

Author: Ben Dickie (Info-Tech )

SAP’s Digital Interconnect Group recently announced the launch of SAP Contact Center 365. In conjunction with its incumbent solutions for customer experience – particularly SAP Service Cloud – the move expands the viability of SAP as an end-to-end technology partner for contact center and customer service enablement.

Latest Research

7
Jan

Author: Mahmoud Ramin (Info-Tech )

Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.

Customer Service Management Products

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Data QuadrantReport

A thorough evaluation and ranking of all software to compare software across every dimension.

Emotional FootprintReport

A detailed and unique report that captures a powerful indicator of overall user feeling toward the vendor and product.

data-quadrant-awards-badge 2020

Help Scout Inc.

Help Scout

Help Scout keeps your team on the same page and your customers happy with a host of features designed for managing email at scale.

8.2

Composite Score

8.5

CX Score

+91

Emotional Footprint

80%

Likeliness to Recommend

26

Reviews

data-quadrant-awards-badge 2020

Zendesk

Zendesk Support

Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most – better customer service and more meaningful conversations.

7.9

Composite Score

8.3

CX Score

+86

Emotional Footprint

78%

Likeliness to Recommend

71

Reviews

Microsoft

Microsoft Dynamics 365 for Customer Service

To accelerate your digital transformation, you need a new type of business application. One that breaks down the silos between CRM and ERP, that’s powered by data and intelligence, and helps capture new business opportunities. That’s Microsoft Dynamics 365.

7.7

Composite Score

8.0

CX Score

+82

Emotional Footprint

77%

Likeliness to Recommend

104

Reviews

Oracle

Oracle CX Service

Personalize your service engagements across any channel. Oracle CX Service delivers connected experiences to both consumers and businesses with knowledge-driven interactions and automation.

7.6

Composite Score

7.6

CX Score

+71

Emotional Footprint

80%

Likeliness to Recommend

27

Reviews

Salesforce.Com Inc

Salesforce Service Cloud

Service Cloud customer service software gives you faster, smarter customer support.

7.6

Composite Score

7.9

CX Score

+79

Emotional Footprint

77%

Likeliness to Recommend

100

Reviews

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.

7.1

Composite Score

7.6

CX Score

+78

Emotional Footprint

69%

Likeliness to Recommend

36

Reviews

Medallia Inc.

Medallia

Wherever your customers are, however they transact with you, and talk to or about you — Medallia will facilitate a conversation between you and every single one of them.

9.1

Composite Score

8.9

CX Score

+88

Emotional Footprint

97%

Likeliness to Recommend

6

Reviews

TeamSupport LLC

TeamSupport

TeamSupport customer support software works the way your customer support team needs it to. It's easy to install, convenient to scale as your business grows, and offers the security and control required to create smooth and uninterrupted performance. From cross-department collaboration to the ability to monitor and analyze the performance of your service reps - our customer service software provides all the tools necessary to create a solution that works the way YOU do!

8.6

Composite Score

9.2

CX Score

+96

Emotional Footprint

87%

Likeliness to Recommend

11

Reviews

data-quadrant-awards-badge 2020

Kayako

Kayako

Simple customer service software that scales with your business. Kayako makes it easy to deliver an unrivalled customer support experience.

8.5

Composite Score

8.8

CX Score

+91

Emotional Footprint

86%

Likeliness to Recommend

8

Reviews

IBM

IBM Case Manager

IBM Case Manager is a platform that simplifies designing and deploying customized case management solutions that enhance your capacity to resolve complex cases by providing persistent access to information, workflow, tasks, and analytics.

8.2

Composite Score

8.5

CX Score

+86

Emotional Footprint

81%

Likeliness to Recommend

9

Reviews

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.

7.5

Composite Score

7.8

CX Score

+77

Emotional Footprint

75%

Likeliness to Recommend

5

Reviews

TenFold Corporation

Tenfold

Operating in a fast paced sales environment, we are constantly looking for ways to become more efficient. Tenfold has allowed us to do just that with increased call volume, faster navigation through SalesForce, improved customer service through better task management, and increased quality of note taking on calls. Our sales reps are able to identify clients in our database much quicker as they call in using the Tenfold pop-up window. The Tenfold customer service is very responsive which is hard to come by these days.

--

Composite Score

--

CX Score

--

Emotional Footprint

--

Likeliness to Recommend

0

Reviews

Moxie Software Inc

Moxie Platform

Moxie enhances the customer journey on your site by leveraging the latest web technology, big data and predictive modeling to guide customers through the research, purchasing and support process. Moxie responds to customer intent and proactively engages your customers as they browse your site by – nudging them along – with relevant content and guided assistance throughout their digital journey

--

Composite Score

10.0

CX Score

+100

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