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Emotional Footprint Awards 2024

Customer Success


SoftwareReviews names Front, HubSpot Service Hub, Intercom, and ClientSuccess as Customer Success Emotional Footprint Award Winners.


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Customer Success

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.

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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


Front

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.

9.2

CX Score

CX
Score

+95

Net Emotional Footprint

Net Emotional
Footprint

94

Value Index

VALUE INDEX

1% Negative 96% Positive
Badge Winner
28Reviews

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.

8.9

CX Score

CX
Score

+94

Net Emotional Footprint

Net Emotional
Footprint

89

Value Index

VALUE INDEX

0% Negative 94% Positive
Badge Winner
29Reviews

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.

8.7

CX Score

CX
Score

+86

Net Emotional Footprint

Net Emotional
Footprint

88

Value Index

VALUE INDEX

3% Negative 89% Positive
Badge Winner
35Reviews

ClientSuccess

ClientSuccess

ClientSuccess is customer success software that helps you build relationships that last. The platform helps SaaS companies manage customers, reduce churn & maximize revenue.

8.3

CX Score

CX
Score

+96

Net Emotional Footprint

Net Emotional
Footprint

86

Value Index

VALUE INDEX

0% Negative 96% Positive
Badge Winner
12Reviews

Other Evaluated Vendors


Totango, Inc

Totango

Totango enables you to reduce churn, grow revenue, drive adoption, and scale your customer success. Totango is the customer success solution designed to help your team achieve their goals. Our customer data platform actively monitors all customer health signals and proactively engage at scale, resulting in focused, proactive customer success teams, increased productivity, and a lower churn rate.

8.0

CX Score

CX
Score

+89

Net Emotional Footprint

Net Emotional
Footprint

84

Value Index

VALUE INDEX

1% Negative 90% Positive
16Reviews

Custify

Custify

Custify is a Customer Success Platform engineered for B2B SaaS companies. The platform centralizes data from multiple systems into an intuitive dashboard, highlighting key KPIs and customer health scores. From flagging at-risk accounts to automating workflows, Custify enables you to proactively manage customer relationships, reduce churn, and maximize lifetime value. Designed for scalability, it's a dynamic solution that evolves with your business needs, freeing your Customer Success Managers to focus on high-impact, strategic activities.

7.7

CX Score

CX
Score

+87

Net Emotional Footprint

Net Emotional
Footprint

77

Value Index

VALUE INDEX

3% Negative 90% Positive
19Reviews

Planhat

Planhat

Planhat is a customer platform built to give insights, manage workflow and drive customer experience. Planhat combines an elegant user experience with powerful enterprise architecture to offer simple solutions to complex business problems. From customer success to sales to marketing to product to finance, Planhat helps you help your customers achieve their goals.

7.6

CX Score

CX
Score

+81

Net Emotional Footprint

Net Emotional
Footprint

81

Value Index

VALUE INDEX

5% Negative 86% Positive
18Reviews

Gainsight

Gainsight Customer Success

Gainsight CS is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers. Easily access customer insights in a centralized view. Utilize all survey types for a best-in-class customer feedback program.

7.3

CX Score

CX
Score

+76

Net Emotional Footprint

Net Emotional
Footprint

81

Value Index

VALUE INDEX

10% Negative 86% Positive
18Reviews

ChurnZero

ChurnZero

ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn. ChurnZero allows businesses to understand how their customers use their product, assess their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints.

6.9

CX Score

CX
Score

+73

Net Emotional Footprint

Net Emotional
Footprint

76

Value Index

VALUE INDEX

10% Negative 83% Positive
14Reviews

YNOT Partners INC.

UserGuiding

UserGuiding improves product adoption rates through 'no coding needed' interactive user onboarding flows. With this simple lightweight tool, just about anyone can quickly create step-by-step product walkthroughs on-screen. UserGuiding comes with great analytics as well to track the performance of walkthroughs, tours, tutorial popups, and more to help create personalized experiences.

6.8

CX Score

CX
Score

+73

Net Emotional Footprint

Net Emotional
Footprint

73

Value Index

VALUE INDEX

8% Negative 81% Positive
10Reviews

Catalyst Software

Catalyst

Catalyst is a Customer Success Platform (CSP), that integrates with all the tools you’re already using to provide one centralized view of customer data. Customer Success Managers can proactively take the right actions to prevent churn, such as receiving automated alerts when a customer is not using certain features that are critical to their success.

6.7

CX Score

CX
Score

+63

Net Emotional Footprint

Net Emotional
Footprint

79

Value Index

VALUE INDEX

13% Negative 76% Positive
14Reviews

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

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