GetApp has updated its quarterly ranking of the top 25 customer service apps based in the cloud. LiveChat topped the Q1 2016 ranking, with Desk.com in second place, and HappyFox just behind in third.
Aimed at helping small and medium-sized businesses better select a cloud-based customer service app, GetRank bases its ranking on five data points, each of which is scored out of 20 for a possible high score of 100 points. These data points are user reviews, integrations, mobile app availability, social media presence, and security.
User reviews are based on the number and rating of each app’s reviews on GetApp, while social media presence is calculated according to a vendor’s total number of Twitter followers and Facebook fans. Integrations takes into account how many apps each piece of software integrates with, while the mobile app availability score looks at the presence of an app in both the Google Play and the Apple App Store, as well as the rating in each store. The final data point, security, is based on a vendor-completed survey modelled on the Cloud Security Alliance’s Self-Assessment Form.
LiveChat performed strongly in the user review data point, gaining a perfect 20, while tying with Zendesk for best mobile app availability with a score of 18. Zendesk came out on top in integrations, scoring the maximum of 20 points, while heavyweight Salesforce Service Cloud, coming at #22, outstripped the competition with another perfect 20 in social media presence. Meanwhile, Kayako triumphed in the security arena, with yet another score of 20.
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“Customer service is the cornerstone of any organization, no matter what the size or industry,” says James Thornton, Chief Editor of GetApp and AppStorm. “With customers accessing businesses from multiple touchpoints, being able to provide a solution that a customer can access from any traditional or nontraditional channel they choose is imperative. The leaders in our customer service ranking represent app vendors that understand this importance of meeting customers where they already are.”
For more information, check out the entire Q1 2016 ranking of customer service solutions. You can also download a free copy of our report, Customer Success in the Cloud, for industry expertise and commentary on trends in customer service software.
More about GetApp: GetApp, a Gartner company, is the leading premium business app discovery platform on the web. Headquartered in Barcelona (Spain), GetApp serves as a platform for user-generated and editorial reviews of software and apps for businesses.