Emotional Footprint Awards 2024
Chatbots
SoftwareReviews names Intercom, Tidio, Drift Conversation Cloud, Birdeye, and Laiye Chatbot 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.
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
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.
9.2
CX Score
CX
Score
+95
Net Emotional Footprint
Net Emotional
Footprint
88
Value Index
VALUE INDEX
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
88
Value Index
VALUE INDEX
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
+94
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
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.
8.6
CX Score
CX
Score
+98
Net Emotional Footprint
Net Emotional
Footprint
87
Value Index
VALUE INDEX
Birdeye
Birdeye
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.
8.6
CX Score
CX
Score
+95
Net Emotional Footprint
Net Emotional
Footprint
89
Value Index
VALUE INDEX
Other Evaluated Vendors
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.
8.4
CX Score
CX
Score
+94
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
ManyChat
ManyChat
Automate & combine Facebook Messenger, SMS, and E-mail to grow your business. Build campaigns intuitively with our visual editor.
8.4
CX Score
CX
Score
+86
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
HubSpot
Hubspot Live Chat
Connect with your website visitors in real time to convert new leads, close more deals, and provide better support to your customers.
8.2
CX Score
CX
Score
+91
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
Landbot
Landbot
Engage leads, capture data and personalize client journeys in real-time.
8.0
CX Score
CX
Score
+94
Net Emotional Footprint
Net Emotional
Footprint
80
Value Index
VALUE INDEX
LiveChat
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.
8.0
CX Score
CX
Score
+76
Net Emotional Footprint
Net Emotional
Footprint
80
Value Index
VALUE INDEX
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.
7.9
CX Score
CX
Score
+89
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
Chatfuel
Chatfuel
The leading no-code chatbot platform for Facebook, Instagram, and Messenger
7.9
CX Score
CX
Score
+86
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
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.
7.6
CX Score
CX
Score
+84
Net Emotional Footprint
Net Emotional
Footprint
79
Value Index
VALUE INDEX
Moveworks
Moveworks
Deliver instant help to your employees with Moveworks, the AI platform that automates support at work. Learn how Moveworks lets you focus on what matters.
6.8
CX Score
CX
Score
+67
Net Emotional Footprint
Net Emotional
Footprint
78
Value Index
VALUE INDEX
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.
6.7
CX Score
CX
Score
+72
Net Emotional Footprint
Net Emotional
Footprint
75
Value Index
VALUE INDEX
For the full list of vendors in this space, click here.
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