Data Quadrant Awards 2023
Customer Service - Enterprise
SoftwareReviews names HubSpot Service Hub, Oracle Service, and Freshdesk as Customer Service - Enterprise Data Quadrant Award Winners.
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Customer Service - Enterprise
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
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
HubSpot
HubSpot Service Hub
Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. The result? More time for proactive service that delights, retains, and grows your customer base.
8.4
Composite
Score
Composite
Score
+86
Emotional
Footprint
Emotional
Footprint
88%
Likeliness to
Recommend
Likeliness
to Recommend
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.
8.2
Composite
Score
Composite
Score
+82
Emotional
Footprint
Emotional
Footprint
84%
Likeliness to
Recommend
Likeliness
to Recommend
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.
8.2
Composite
Score
Composite
Score
+84
Emotional
Footprint
Emotional
Footprint
84%
Likeliness to
Recommend
Likeliness
to Recommend
Vendor Capability Awards
Availability and Quality of Training
HubSpot Service Hub
Breadth of Features
Freshdesk
Business Value Created
Oracle Service
Ease of Customization
Microsoft Dynamics 365 for Customer Service
Ease of Data Integration
Freshdesk
Ease of IT Administration
HubSpot Service Hub
Ease of Implementation
Oracle Service
Product Strategy and Rate of Improvement
Oracle Service
Quality of Features
Oracle Service
Usability and Intuitiveness
Freshdesk
Vendor Support
HubSpot Service Hub
Vendor Capability Awards
Availability and Quality of Training
HubSpot Service Hub
Breadth of Features
Freshdesk
Business Value Created
Oracle Service
Ease of Customization
Microsoft Dynamics 365 for Customer Service
Ease of Data Integration
Freshdesk
Ease of IT Administration
HubSpot Service Hub
Ease of Implementation
Oracle Service
Product Strategy and Rate of Improvement
Oracle Service
Quality of Features
Oracle Service
Usability and Intuitiveness
Freshdesk
Vendor Support
HubSpot Service Hub
Other Evaluated Vendors
Salesforce.com Inc
Salesforce Service Cloud
Service Cloud customer service software gives you faster, smarter customer support.
8.0
Composite
Score
Composite
Score
+84
Emotional
Footprint
Emotional
Footprint
81%
Likeliness to
Recommend
Likeliness
to Recommend
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.
8.0
Composite
Score
Composite
Score
+81
Emotional
Footprint
Emotional
Footprint
81%
Likeliness to
Recommend
Likeliness
to Recommend
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.
7.9
Composite
Score
Composite
Score
+80
Emotional
Footprint
Emotional
Footprint
81%
Likeliness to
Recommend
Likeliness
to Recommend
For the full list of vendors in this space, click here.
About Gold Medal Awards and Software Reports
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.
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