Data Quadrant Awards 2023

Customer Service - Midmarket

SoftwareReviews names LiveChat HelpDesk, Front, Zoho Desk, and Issuetrak as Customer Service - Midmarket Data Quadrant Award Winners.

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Customer Service - Midmarket

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

Customer Service - Midmarket Data Quadrant

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

33Reviews

LiveChat

LiveChat HelpDesk

Manage all emails from customers in one app. Save time on customer support.

9.1

Composite
Score

+91

Emotional
Footprint

94%

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.

8.9

Composite
Score

+98

Emotional
Footprint

88%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

62Reviews

Zoho

Zoho Desk

Use the power of customer context to improve agent productivity, promote self-service, manage cross-functional service processes, and increase customer happiness.

8.8

Composite
Score

+94

Emotional
Footprint

90%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

23Reviews

Issuetrak

Issuetrak streamlines all of your customer support operations, helping you confidently manage the people and processes that ensure your customers stay satisfied.

8.8

Composite
Score

+95

Emotional
Footprint

88%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

Vendor Capability Awards

Availability and Quality of Training

LiveChat HelpDesk

Breadth of Features

LiveChat HelpDesk

Business Value Created

Front

Ease of Customization

Issuetrak

Ease of Data Integration

Front

Ease of IT Administration

Issuetrak

Ease of Implementation

Front

Product Strategy and Rate of Improvement

LiveChat HelpDesk

Quality of Features

LiveChat HelpDesk

Usability and Intuitiveness

LiveChat HelpDesk

Vendor Support

LiveChat HelpDesk

Vendor Capability Awards

Availability and Quality of Training

LiveChat HelpDesk

Breadth of Features

LiveChat HelpDesk

Business Value Created

Front

Ease of Customization

Issuetrak

Ease of Data Integration

Front

Ease of IT Administration

Issuetrak

Ease of Implementation

Front

Product Strategy and Rate of Improvement

LiveChat HelpDesk

Quality of Features

LiveChat HelpDesk

Usability and Intuitiveness

LiveChat HelpDesk

Vendor Support

LiveChat HelpDesk

Other Evaluated Vendors

17Reviews

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.

8.3

Composite
Score

+82

Emotional
Footprint

89%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

45Reviews

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.

8.2

Composite
Score

+79

Emotional
Footprint

85%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

19Reviews

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.

8.2

Composite
Score

+90

Emotional
Footprint

85%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

60Reviews

Help Scout Inc.

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

Composite
Score

+78

Emotional
Footprint

82%

Likeliness to
Recommend

Likeliness
to Recommend

Write a Review

Product Report

15+
pages

18Reviews

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

Composite
Score

+64

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.