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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 Research

SAP Makes Moves Into the Cloud Contact Center Space With an Eye to Enhance Omnichannel Service Delivery
January 17, 2020

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.

Author: Ben Dickie (Info-Tech)

CRM Users Are Not Happy With What AI Provides: They Want More Out of It
January 07, 2020

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

Author: Mahmoud Ramin (Info-Tech)

Krow Adds New Features to Improve Its Performance and Augment User Experience
November 27, 2019

Krow, a customer-centric professional services automation (PSA) solution, announced new features in its fall 2019 release, improving its customer experience and extending service delivery.

Author: Mahmoud Ramin (Info-Tech)

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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.

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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.


Composite Score


CX Score


Emotional Footprint


Likeliness to Recommend



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