Emotional Footprint Awards 2024
Knowledge Management
SoftwareReviews names Bitrix24, Confluence, and Freshdesk as Knowledge Management Emotional Footprint Award Winners.
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Knowledge Management
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
Bitrix24 Ltd
Bitrix24
Bitrix24 is a collaboration platform launched in 2012. Bitrix24 provides a complete suite of social collaboration, communication and management tools for your team, including CRM, files sharing, project management, calendars, and more. Bitrix24 is available in cloud and on premise.
9.2
CX Score
CX
Score
+98
Net Emotional Footprint
Net Emotional
Footprint
92
Value Index
VALUE INDEX
Atlassian
Confluence
Confluence is your remote-friendly team workspace where knowledge and collaboration meet. Confluence turns conversations into action built for lasting knowledge so you never lose great ideas or context in a transient notification or chat. From marketing and sales to development and operations, Confluence has solutions for every type of team and project to get your team doing the real work right away.
8.8
CX Score
CX
Score
+84
Net Emotional Footprint
Net Emotional
Footprint
89
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.
8.7
CX Score
CX
Score
+92
Net Emotional Footprint
Net Emotional
Footprint
89
Value Index
VALUE INDEX
Other Evaluated Vendors
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.
8.6
CX Score
CX
Score
+90
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
Silly Moose (KnowledgeOwl)
KnowledgeOwl
KnowledgeOwl helps organizations of all sizes build better knowledge bases.
8.6
CX Score
CX
Score
+99
Net Emotional Footprint
Net Emotional
Footprint
91
Value Index
VALUE INDEX
Guru Technologies
Guru
Guru is a collaborative knowledge management solution where answers find you--everywhere, every time. By empowering these teams in-context with the knowledge they need to respond to customer questions, they can stop spending time hunting down information and instead focus on what matters most — their customers.
8.5
CX Score
CX
Score
+88
Net Emotional Footprint
Net Emotional
Footprint
88
Value Index
VALUE INDEX
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.
8.5
CX Score
CX
Score
+89
Net Emotional Footprint
Net Emotional
Footprint
86
Value Index
VALUE INDEX
QualityUnit
LiveAgent
LiveAgent help desk is the ultimate solution for providing excellent customer support. Equipped with 175+ support features you'll be able to link every channel of possible support inputs like fetching emails, Facebook comments, Tweets, contact forms, live chat or phone calls. Some of the main help desk features include: Automation, SLA, Ticketing, POP3 accounts, Email piping, Departments, Priorities, Statuses, Tags, Rules, Ticket Routing, Canned/Predefined messages, Macros & many more.
8.3
CX Score
CX
Score
+90
Net Emotional Footprint
Net Emotional
Footprint
88
Value Index
VALUE INDEX
Zendesk
Zendesk Guide
Zendesk Guide is more than just a collection of articles. It’s a smart knowledge base that helps you capture and leverage your team’s know-how. It works natively with Zendesk Support to deliver better self-service for customers and improve agent efficiency.
7.8
CX Score
CX
Score
+75
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
For the full list of vendors in this space, click here.
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