SoftwareReviews Launches Data Quadrant Awards for Customer Service Management Vendors

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Top four vendors for user satisfaction are Kayako, Help Scout, LiveChat, and Zendesk Support, each earning a gold medal from reviews by real users.

Customer service management Data Quadrant reveals top four leaders according to reviews by software users.

Customer service management Data Quadrant reveals top four leaders according to reviews by software users.

In general, customer service management software users were most satisfied with vendors’ ease of implementation features, and gave lowest scores for breadth of features, customization, and training.

SoftwareReviews, a division of world-class IT research and consulting firm Info-Tech Research Group, announces the publication of its 2020 Customer Service Management Data Quadrant Awards today, naming four gold medalists based on reviews by real users. The following vendors are leaders according to software users’ answers to questions focused on user satisfaction with features and capabilities, which have been crafted by seasoned IT industry analysts and backed by 22 years of IT research:

1. Kayako
2. Help Scout
3. LiveChat
4. Zendesk Support

Kayako, with a Net Emotional Footprint score of +94, earned top product in many areas, excelling in ease of IT administration, customer self-service, and ease of implementation. Help Scout also received top product for many areas, scoring particularly high in contact center integration and quality of features, with a Net Emotional Footprint score of +91. LiveChat, with a Net Emotional Footprint score of +87, earned top product for multi-channel support and vendor support. Zendesk Support did consistently well, with second place for ease of IT administration and a Net Emotional Footprint score of +84.

In general, customer service management software users were most satisfied with vendors’ ease of implementation features, and gave lowest scores for breadth of features, customization, and training. Users gave highest scores for ease of implementation capabilities and felt the least satisfied with agent scripting and multi-channel support capabilities.

About the SoftwareReviews Data Quadrant Awards and Software Reports

SoftwareReviews Data Quadrant Awards recognize outstanding vendors in the technology marketplace as evaluated by their users annually. Top vendors in a software category are eligible to receive Data Quadrant Gold Medals, provided their net-promoter scores meet the threshold for sufficiently high user satisfaction across four areas of evaluation: vendor capabilities, product features, likeliness to recommend and vendor experience. In-depth product evaluation reports are available at http://www.softwarereviews.com.

About SoftwareReviews

SoftwareReviews is a division of Info-Tech Research Group, a world-class IT research and analyst firm established in 1997. Backed by two decades of IT research and advisory experience, SoftwareReviews is a leading source of expertise and insight into the enterprise software landscape and client-vendor relationships.
By collecting data from real IT and business professionals, the SoftwareReviews methodology produces the most detailed and authentic insights into the experience of evaluating and purchasing enterprise software.

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Leanne O’Brien
@SW_Reviews
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