Emotional Footprint Awards 2021
Customer Service
SoftwareReviews names SupportCenter Plus and HubSpot Service Hub as Customer Service Emotional Footprint Award Winners.
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Customer Service
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
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.
8.3
CX Score
CX
Score
+83
Net Emotional Footprint
Net Emotional
Footprint
83
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.
8.2
CX Score
CX
Score
+79
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
Other Evaluated Vendors
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.
8.2
CX Score
CX
Score
+83
Net Emotional Footprint
Net Emotional
Footprint
81
Value Index
VALUE INDEX
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
CX Score
CX
Score
+81
Net Emotional Footprint
Net Emotional
Footprint
82
Value Index
VALUE INDEX
Microsoft
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.
8.1
CX Score
CX
Score
+82
Net Emotional Footprint
Net Emotional
Footprint
80
Value Index
VALUE INDEX
Salesforce.Com Inc
Salesforce Service Cloud
Service Cloud customer service software gives you faster, smarter customer support.
7.9
CX Score
CX
Score
+80
Net Emotional Footprint
Net Emotional
Footprint
79
Value Index
VALUE INDEX
Oracle
Oracle CX 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.
7.9
CX Score
CX
Score
+78
Net Emotional Footprint
Net Emotional
Footprint
81
Value Index
VALUE INDEX
For the full press release, click here. For the full list of vendors in this space, click here.
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