Emotional Footprint Awards 2024
Customer Service - Enterprise
SoftwareReviews names HubSpot Service Hub, Freshdesk, and Salesforce Service Cloud as Customer Service - Enterprise Emotional Footprint Award Winners.
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Customer Service - Enterprise
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
HubSpot
HubSpot Service Hub
To increase customer retention, you need to focus on delivering customer value. Service Hub turns your customer experience from a cost center to a revenue driver. Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. More time for proactive service that delights, retains, and grows your customer base.
8.9
CX Score
CX
Score
+88
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
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.
8.6
CX Score
CX
Score
+82
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
Salesforce.com Inc
Salesforce Service Cloud
Service Cloud customer service software gives you faster, smarter customer support. Personalise every conversation and surface intelligent recommendations using trusted CRM data that's natively integrated with the Salesforce Platform. Boost productivity for customer service agents and field service teams by giving them one, AI-powered workspace to manage support cases, major incidents, and jobs in the field with a complete view of every customer. Automatically route work to the best team member for the job and seamlessly support customers across any channel - email, phone, chat, messaging, self-service portals, in-person, and more.
8.4
CX Score
CX
Score
+82
Net Emotional Footprint
Net Emotional
Footprint
83
Value Index
VALUE INDEX
Other Evaluated Vendors
Zendesk
Zendesk for Service
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. Zendesk helps companies empower their customer service agents and sales teams with the tools they need to get the job done right.
8.3
CX Score
CX
Score
+79
Net Emotional Footprint
Net Emotional
Footprint
81
Value Index
VALUE INDEX
Oracle
Oracle 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. Deliver efficient service outcomes at scale when and where customers engage. Oracle Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.
8.2
CX Score
CX
Score
+87
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
Microsoft Corporation
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.
8.1
CX Score
CX
Score
+81
Net Emotional Footprint
Net Emotional
Footprint
83
Value Index
VALUE INDEX
For the full list of vendors in this space, click here.
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