Data Quadrant Awards 2022

Chatbots

SoftwareReviews names Mindsay, Birdeye Messaging, and Intercom as Chatbots Data Quadrant Award Winners.

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Chatbots

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

28Reviews

LAIYE

Mindsay

Mindsay makes customer interactions simple and efficient using conversational automation. We help customer service teams overcome common challenges, allowing them to automate customer requests, eliminate time-consuming processes, and optimize their use of human resources. From basic FAQs to complex transactions, we help companies build their customer service automation strategy, allowing for maximum automation of customer interactions and lowest total cost of ownership.

9.0

Composite
Score

+98

Emotional
Footprint

91%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

25Reviews

Birdeye

Birdeye Messaging

The single customer messaging software for your team to connect with leads and customers through texting, live chat and bulk messaging. Birdeye helps businesses grow through happy customers. Over 80,000 businesses use Birdeye every day to attract new leads with Listings, Reviews and Referrals, convert them into customers with Webchat and Appointments, and delight those customers with Surveys, Ticketing, and Insights - all in one place.

8.9

Composite
Score

+94

Emotional
Footprint

92%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

40Reviews

Intercom, Inc.

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.

8.9

Composite
Score

+94

Emotional
Footprint

89%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

Vendor Capability Awards

Availability and Quality of Training

Mindsay

Breadth of Features

Mindsay

Business Value Created

Birdeye Messaging

Ease of Customization

Intercom

Ease of Data Integration

Mindsay

Ease of IT Administration

Intercom

Ease of Implementation

Birdeye Messaging

Product Strategy and Rate of Improvement

Mindsay

Quality of Features

Intercom

Usability and Intuitiveness

Intercom

Vendor Support

Birdeye Messaging

Vendor Capability Awards

Availability and Quality of Training

Mindsay

Breadth of Features

Mindsay

Business Value Created

Birdeye Messaging

Ease of Customization

Intercom

Ease of Data Integration

Mindsay

Ease of IT Administration

Intercom

Ease of Implementation

Birdeye Messaging

Product Strategy and Rate of Improvement

Mindsay

Quality of Features

Intercom

Usability and Intuitiveness

Intercom

Vendor Support

Birdeye Messaging

Other Evaluated Vendors

25Reviews

Google

Dialogflow

Give users new ways to interact with your product by building engaging voice and text-based conversational interfaces, such as voice apps and chatbots, powered by AI.

8.6

Composite
Score

+91

Emotional
Footprint

86%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

17Reviews

Drift

Drift Conversation Cloud

With Drift any conversation can be a conversion. Instead of traditional marketing and sales platforms that rely on forms and follow ups, Drift connects your business with the best leads in real-time.

8.6

Composite
Score

+90

Emotional
Footprint

86%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

22Reviews

Ada

Move beyond basic conversations and provide highly personalized interactions that help customers update information, upgrade their accounts, take advantage of targeted offers, make purchases on their own and so much more.

8.4

Composite
Score

+87

Emotional
Footprint

88%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

40Reviews

Zendesk

Zendesk Chat

Live chat and messaging create a personal connection with customers looking for support. It’s a fast and effective way to offer help—without interrupting their experience.

8.2

Composite
Score

+84

Emotional
Footprint

83%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

88Reviews

LiveChat Inc.

LiveChat ChatBot

LiveChat turns support teams into customer service rockstars. Customers love answers to their questions coming within seconds. Win hearts of customers with amazing customer service using LiveChat.

7.8

Composite
Score

+77

Emotional
Footprint

80%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

20Reviews

LivePerson

LivePerson Conversational Cloud

Create closer connections with your customers and drive meaningful outcomes, all from one place. Say hello to LivePerson’s Conversational Cloud.

7.1

Composite
Score

+57

Emotional
Footprint

80%

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.