What are our data sources?
We use the data sources on the side for ranking solutions and awarding badges in customer communications management software category. Our data sources in customer communications management software category include;
Customer communications management software helps businesses aggregate all customer interactions across different platforms such as emails, phone calls, social media, online reviews, etc.
Customer communictions management tools provide a central hub where companies can view, evaluate, engage and manage all interactions with its target audience, enabling consistent customer service across different mediums.
If you’d like to learn about the ecosystem consisting of Customer Communications Management Software and others, feel free to check AIMultiple Customer Success / Customer Service.
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We use the data sources on the side for ranking solutions and awarding badges in customer communications management software category. Our data sources in customer communications management software category include;
review websites
social media websites
search engine data for branded queries
According to the weighted combination of 7 data sources
Podium
Zoho Desk
LiveAgent
Viber
Taking into account the latest metrics outlined below, these are the current customer communications management software market leaders. Market leaders are not the overall leaders since market leadership doesn’t take into account growth rate.
Zoho Desk
LiveAgent
Viber
Podium
These are the number of queries on search engines which include the brand name of the solution. Compared to other Customer Success / Customer Service categories, Customer Communications Management Software is more concentrated in terms of top 3 companies’ share of search queries. Top 3 companies receive 98%, 28% more than the average of search queries in this area.
106 employees work for a typical company in this solution category which is 85 more than the number of employees for a typical company in the average solution category.
In most cases, companies need at least 10 employees to serve other businesses with a proven tech product or service. 59 companies with >10 employees are offering customer communications management software. Top 3 products are developed by companies with a total of 40k employees. The largest company building customer communications management software is Adobe with more than 20,000 employees.
Taking into account the latest metrics outlined below, these are the fastest growing solutions:
Podium
Zoho Desk
LiveAgent
Help Scout
We have analyzed reviews published in the last months. These were published in 4 review platforms as well as vendor websites where the vendor had provided a testimonial from a client whom we could connect to a real person.
These solutions have the best combination of high ratings from reviews and number of reviews when we take into account all their recent reviews.
This data is collected from customer reviews for all Customer Communications Management Software companies. The most positive word describing Customer Communications Management Software is “Easy to use” that is used in 10% of the reviews. The most negative one is “Difficult” with which is used in 2.00% of all the Customer Communications Management Software reviews.
According to customer reviews, most common company size for customer communications management software customers is 1-50 Employees. Customers with 1-50 Employees make up 56% of customer communications management software customers. For an average Customer Success / Customer Service solution, customers with 1-50 Employees make up 28% of total customers.
These scores are the average scores collected from customer reviews for all Customer Communications Management Software. Customer Communications Management Software is most positively evaluated in terms of "Overall" but falls behind in "Likelihood to Recommend".
This category was searched on average for 395 times per month on search engines in 2022. This number has decreased to 320 in 2023. If we compare with other customer success / customer service solutions, a typical solution was searched 769 times in 2022 and this decreased to 720 in 2023.