Data Quadrant Awards 2024

Customer Success

SoftwareReviews names Intercom, Front, and HubSpot Service Hub as Customer Success Data Quadrant Award Winners.

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Customer Success

Data Quadrant

Data Quadrants 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.

The SoftwareReviews Data Quadrant evaluates and ranks products based on feedback from IT and business professionals. The placement of a software in the Data Quadrant indicates its relative ranking as well as its categorization.

Read The In-Depth Report

A thorough evaluation and ranking of all software in an individual category to compare software across every dimension.

user satisfaction rankings
|
vendor capability comparisons
|
business value scores
|
individual feature evaluations
|
emotional connection to products

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30+ pages

Note Software product placement is based on the scores provided by users, recency of the reviews, and review volume. Axes are dynamically adjusted based on the minimum and maximum values in the data set.

Evaluate the Complete

Software Experience

When distilled down, the software experience is shaped by both the experience with the software and the relationship with the vendor. Evaluating enterprise software along these two dimensions provides a comprehensive understanding of the product and helps identify vendors that can deliver on both.

Product Features and Satisfaction

The satisfaction is captured in the overall satisfaction score, which is driven by the likelihood of users to recommend the software, combined with user satisfaction across top product features.

Vendor Experience and Capabilities

The vendor relationship is calculated in a weighted average of the satisfaction scores tied to vendor capabilities (e.g. software implementation, training, customer support, product roadmap) as well as emotional response ratings toward the vendor (e.g. trustworthy, respectful, fair).

Gold Medalists

47Reviews

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.

8.8

Composite
Score

+89

Emotional
Footprint

90%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

30Reviews

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.

8.7

Composite
Score

+95

Emotional
Footprint

94%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

30Reviews

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.

8.5

Composite
Score

+94

Emotional
Footprint

92%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

Vendor Capability Awards

Availability and Quality of Training

Intercom

Breadth of Features

HubSpot Service Hub

Business Value Created

Front

Ease of Customization

HubSpot Service Hub

Ease of Data Integration

HubSpot Service Hub

Ease of IT Administration

HubSpot Service Hub

Ease of Implementation

Front

Product Strategy and Rate of Improvement

Intercom

Quality of Features

Front

Usability and Intuitiveness

Front

Vendor Support

UserGuiding

Vendor Capability Awards

Availability and Quality of Training

Intercom

Breadth of Features

HubSpot Service Hub

Business Value Created

Front

Ease of Customization

HubSpot Service Hub

Ease of Data Integration

HubSpot Service Hub

Ease of IT Administration

HubSpot Service Hub

Ease of Implementation

Front

Product Strategy and Rate of Improvement

Intercom

Quality of Features

Front

Usability and Intuitiveness

Front

Vendor Support

UserGuiding

Other Evaluated Vendors

17Reviews

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.

7.9

Composite
Score

+90

Emotional
Footprint

91%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

12Reviews

ClientSuccess

ClientSuccess is a simple yet sophisticated solution that both the front-line CSMs and the Executive team will love. For the CSMs, we bring together the tools, best practices, insights and analytics they need to proactively manage their customers. For the Executives, we deliver the deep analytics, metric and reports to provide a comprehensive view of the health of their SaaS business.

7.5

Composite
Score

+96

Emotional
Footprint

84%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

20Reviews

Custify

Custify is a customer success platform designed for your B2B SaaS business. It helps you better meet customers' needs, reduce churn and increase lifetime value. You can see in-product usage insights as well as data from CRM, support, billing, and other systems in one place. Relevant customer success KPIs and client interactions are displayed in an easy-to-understand dashboard. Custify also identifies clients that get stuck during onboarding, those whose trial is about to expire, and those whose usage has decreased.

7.5

Composite
Score

+88

Emotional
Footprint

76%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

18Reviews

Planhat

Planhat is a customer platform with a comprehensive, extensible data foundation. Powered by a series of flexible, horizontally-built modules, it combines UI elegance with best-in-class performance. We've always planned on becoming the CRM you run your entire business on. To achieve this, we haven't created a suite of specialized tools out of point solutions like hardcoded filters. Instead, we've built a distinct set of generic, interoperable building blocks that can be combined and recombined to meet specialized use cases.

7.4

Composite
Score

+81

Emotional
Footprint

85%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

10Reviews

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.

7.1

Composite
Score

+73

Emotional
Footprint

81%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

14Reviews

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.

7.1

Composite
Score

+73

Emotional
Footprint

81%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

20Reviews

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.

7.0

Composite
Score

+77

Emotional
Footprint

80%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

14Reviews

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.

7.0

Composite
Score

+61

Emotional
Footprint

82%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

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

SoftwareReviews Gold Medal Awards recognize outstanding vendors in the technology marketplace as evaluated by their users. Gold Medals are the capstone of an in-depth software evaluation report, and awarded using a proprietary, transparent methodology based on a composite satisfaction score that averages four different areas of evaluation: Net Emotional Footprint, Vendor Capabilities, Product Features, and Likeliness to Recommend. The Net Emotional Footprint Score measures user emotional response ratings of the vendor (e.g. trustworthy, respectful, fair).

Software Reports present comprehensive evaluations of software vendors on the above elements. Software buyers can use this data to make more informed, data-driven software purchasing and renewal decisions.