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Emotional Footprint Awards 2023

Chatbots


SoftwareReviews names Laiye Chatbot, Tidio, Intercom, and Birdeye Messaging as Chatbots Emotional Footprint Award Winners.


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Chatbots

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.

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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


LAIYE

Laiye Chatbot

Laiye's (formerly Mindsay) Conversational AI Chatbot 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.

9.3

CX Score

CX
Score

+98

Net Emotional Footprint

Net Emotional
Footprint

88

Value Index

VALUE INDEX

0% Negative 98% Positive
Badge Winner
29Reviews

Tidio

Tidio

Tidio is an all-round marketing and communication tool for growing your online business. Thanks to live chat software, business owners and customers can connect in real-time. Tidio chat offers the fastest and easiest way to support your website visitors. Tidio is a customer experience tool that helps small and medium businesses serve their clients efficiently.

9.2

CX Score

CX
Score

+96

Net Emotional Footprint

Net Emotional
Footprint

87

Value Index

VALUE INDEX

0% Negative 96% Positive
Badge Winner
36Reviews

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.

9.1

CX Score

CX
Score

+94

Net Emotional Footprint

Net Emotional
Footprint

88

Value Index

VALUE INDEX

1% Negative 95% Positive
Badge Winner
27Reviews

Intercom

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.

9.1

CX Score

CX
Score

+95

Net Emotional Footprint

Net Emotional
Footprint

87

Value Index

VALUE INDEX

1% Negative 96% Positive
Badge Winner
72Reviews

Other Evaluated Vendors


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.

9.0

CX Score

CX
Score

+95

Net Emotional Footprint

Net Emotional
Footprint

85

Value Index

VALUE INDEX

1% Negative 96% Positive
30Reviews

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.

9.0

CX Score

CX
Score

+93

Net Emotional Footprint

Net Emotional
Footprint

86

Value Index

VALUE INDEX

2% Negative 95% Positive
30Reviews

Landbot

Landbot

Engage leads, capture data and personalize client journeys in real-time.

8.7

CX Score

CX
Score

+94

Net Emotional Footprint

Net Emotional
Footprint

80

Value Index

VALUE INDEX

1% Negative 95% Positive
11Reviews

Ada

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.

8.7

CX Score

CX
Score

+88

Net Emotional Footprint

Net Emotional
Footprint

86

Value Index

VALUE INDEX

3% Negative 91% Positive
24Reviews

ManyChat

ManyChat

Automate & combine Facebook Messenger, SMS, and E-mail to grow your business. Build campaigns intuitively with our visual editor.

8.6

CX Score

CX
Score

+86

Net Emotional Footprint

Net Emotional
Footprint

86

Value Index

VALUE INDEX

3% Negative 89% Positive
30Reviews

Freshworks

Freshchat

Freshchat, a modern live chat software, by Freshworks, is built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social pages. A leap from legacy live-chat, Freshchat helps businesses and its teams focus on a continuous and context-driven messaging experience. With features like campaigns, sales bot, integrated self-service, and intelligent message routing, responses to visitors’ questions are smarter and faster.

7.9

CX Score

CX
Score

+80

Net Emotional Footprint

Net Emotional
Footprint

78

Value Index

VALUE INDEX

3% Negative 83% Positive
20Reviews

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.

7.7

CX Score

CX
Score

+76

Net Emotional Footprint

Net Emotional
Footprint

78

Value Index

VALUE INDEX

7% Negative 83% Positive
104Reviews

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.

6.8

CX Score

CX
Score

+62

Net Emotional Footprint

Net Emotional
Footprint

73

Value Index

VALUE INDEX

8% Negative 70% Positive
22Reviews

For the full list of vendors in this space, click here.

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