Emotional Footprint Awards 2024
Customer Service - Midmarket
SoftwareReviews names Zoho Desk, LiveChat HelpDesk, Front, and Issuetrak as Customer Service - Midmarket Emotional Footprint Award Winners.
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Customer Service - Midmarket
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
Zoho
Zoho Desk
Zoho Desk's knowledge management software is known for the built-in setup of a customizable multi-brand help center and a multi-lingual Knowledge Base. It serves as a platform to manage and share knowledge online in a way that is beneficial for both customers and businesses.
9.2
CX Score
CX
Score
+94
Net Emotional Footprint
Net Emotional
Footprint
87
Value Index
VALUE INDEX
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.
8.8
CX Score
CX
Score
+98
Net Emotional Footprint
Net Emotional
Footprint
91
Value Index
VALUE INDEX
LiveChat
LiveChat HelpDesk
HelpDesk is a solution designed to simplify how your team handles customer communication. Personalized and precise messages will upgrade your customer experience. HelpDesk gives you the tools you need to manage your communication in one app.
8.6
CX Score
CX
Score
+94
Net Emotional Footprint
Net Emotional
Footprint
89
Value Index
VALUE INDEX
Issuetrak
Issuetrak
Issuetrak streamlines all of your customer support operations, helping you confidently manage the people and processes that ensure your customers stay satisfied. Streamline your customer & employee complaint management process with effortless, automated ticket assignment, escalation rules, and notifications that keep everyone informed from submission to resolution.
8.3
CX Score
CX
Score
+95
Net Emotional Footprint
Net Emotional
Footprint
91
Value Index
VALUE INDEX
Other Evaluated Vendors
Kustomer
Kustomer
Kustomer is the customer service CRM platform helping contact centers and businesses reimagine service and support in today’s customer-first world. Kustomer enables personalized, efficient and effortless customer and agent experiences by delivering unprecedented views of a customer's history, facilitating continuous omnichannel conversations and using intelligence to automate repetitive tasks and surface knowledge.
7.9
CX Score
CX
Score
+93
Net Emotional Footprint
Net Emotional
Footprint
82
Value Index
VALUE INDEX
Help Scout
Help Scout
Help Scout is designed with your customers in mind. Provide email and live chat with a personal touch, and deliver help content right where your customers need it, all in one place, all for one low price. The customer experience is simple and training staff is painless, but Help Scout still has all the powerful features you need to provide great support at scale. With best in-class-reporting, an integrated knowledge base, 50+ integrations and a robust API, Help Scout lets your team focus on what really matters: your customers.
7.8
CX Score
CX
Score
+81
Net Emotional Footprint
Net Emotional
Footprint
81
Value Index
VALUE INDEX
ManageEngine
SupportCenter Plus
SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.
7.4
CX Score
CX
Score
+82
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
Kayako
Kayako
Kayako’s helpdesk software comes with powerful out-of-the-box functionality that makes it easy for customer service teams to begin managing requests and conversations that come through any channel. Support customers better, and stay personal as you grow.
7.4
CX Score
CX
Score
+77
Net Emotional Footprint
Net Emotional
Footprint
80
Value Index
VALUE INDEX
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.
7.1
CX Score
CX
Score
+74
Net Emotional Footprint
Net Emotional
Footprint
83
Value Index
VALUE INDEX
HappyFox
HappyFox
Meet HappyFox, a practical help desk and customer support software solution. Reduce chaos and bring order to your support process with a robust support ticket system, self-service knowledge base and community forums. Bring email, web, chat and phone requests together painlessly.
7.0
CX Score
CX
Score
+67
Net Emotional Footprint
Net Emotional
Footprint
88
Value Index
VALUE INDEX
For the full list of vendors in this space, click here.
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