Emotional Footprint Awards 2025
Chatbots
SoftwareReviews names Intercom and Tidio as Chatbots Emotional Footprint Award Winners.
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Chatbots
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
Tidio
Tidio
Tidio is an all-round marketing and communication tool for growing your online business. Thanks to live chat software, business owners and customers can connect in real-time. Tidio chat offers the fastest and easiest way to support your website visitors. Tidio is a customer experience tool that helps small and medium businesses serve their clients efficiently.
9.4
CX Score
CX
Score
+98
Net Emotional Footprint
Net Emotional
Footprint
88
Value Index
VALUE INDEX
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.
9.3
CX Score
CX
Score
+96
Net Emotional Footprint
Net Emotional
Footprint
88
Value Index
VALUE INDEX
Other Evaluated Vendors
Salesloft, Inc
Drift Conversation Cloud
With Drift any conversation can be a conversion. Instead of traditional marketing and sales platforms that rely on forms and follow ups, Drift connects your business with the best leads in real-time. Elevate buyer engagement and deliver experiences with AI that listens, understands, and learns from your site visitors. As a pioneer in Conversational Marketing, Drift's patented AI capabilities transform website visitors into loyal customers.
8.7
CX Score
CX
Score
+95
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
Dialogflow
Give users new ways to interact with your product by building engaging voice and text-based conversational interfaces, such as voice apps and chatbots, powered by AI. Build hybrid conversational agents with both deterministic and generative AI functionality. This allows you to have strict controls and use generative AI to better meet customer needs. Dialogflow CX is generally available (GA) and Conversational Agents is currently in Preview.
8.7
CX Score
CX
Score
+91
Net Emotional Footprint
Net Emotional
Footprint
84
Value Index
VALUE INDEX
Birdeye
Birdeye
The single customer messaging software for your team to connect with leads and customers through texting, live chat and bulk messaging. Birdeye helps businesses grow through happy customers. Over 80,000 businesses use Birdeye every day to attract new leads with Listings, Reviews and Referrals, convert them into customers with Webchat and Appointments, and delight those customers with Surveys, Ticketing, and Insights - all in one place.
8.6
CX Score
CX
Score
+96
Net Emotional Footprint
Net Emotional
Footprint
87
Value Index
VALUE INDEX
LiveChat
LiveChat
LiveChat turns support teams into customer service rockstars. Customers love answers to their questions coming within seconds. Win hearts of customers with amazing customer service using LiveChat. LiveChat combines AI efficiency with human expertise. Let AI resolve most queries automatically so your team can focus on top-tier clients.
8.5
CX Score
CX
Score
+84
Net Emotional Footprint
Net Emotional
Footprint
80
Value Index
VALUE INDEX
Laiye
Laiye Chatbot
Laiye's (formerly Mindsay) Conversational AI Chatbot makes customer interactions simple and efficient using conversational automation. We help customer service teams overcome common challenges, allowing them to automate customer requests, eliminate time-consuming processes, and optimize their use of human resources. From basic FAQs to complex transactions, we help companies build their customer service automation strategy, allowing for maximum automation of customer interactions and lowest total cost of ownership.
8.4
CX Score
CX
Score
+95
Net Emotional Footprint
Net Emotional
Footprint
84
Value Index
VALUE INDEX
ManyChat
Manychat
Manychat is a Chat Marketing platform. ManyChat enables businesses and creators to drive more sales and conversions on messaging apps, such as Instagram, WhatsApp, Facebook Messenger, and Telegram, using automation. Automate & combine Facebook Messenger, SMS, and E-mail to grow your business. Build campaigns intuitively with their visual editor.
8.3
CX Score
CX
Score
+92
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
HubSpot
Hubspot Live Chat
Connect with your website visitors in real time to convert new leads, close more deals, and provide better support to your customers. Use live chat to automatically connect chatters to the right people on your team, route customer inquiries to your services team, and pass leads to the sales team.
8.3
CX Score
CX
Score
+93
Net Emotional Footprint
Net Emotional
Footprint
85
Value Index
VALUE INDEX
Infobip
Infobip Conversations
Close more deals by offering real-time access to information and answers via a chatbot or live agent directly from your website or mobile app. Connect with customers and deliver outstanding support experiences via chatbot or live agent directly from your website or mobile app.
8.3
CX Score
CX
Score
+98
Net Emotional Footprint
Net Emotional
Footprint
89
Value Index
VALUE INDEX
Jio Haptik Technologies Limited
Haptik
Jio Haptik has pioneered AI-powered innovation since 2013, processing 15 billion+ conversations and 10 million+ transactions in 100+ languages for businesses globally. Haptik has two lines of products - Contakt & Interakt - that respectively enable enterprises and SMBs to solve their customers’ biggest pain points. Contakt is an LLM-first customer experience suite comprising AI Assistant, Agent Co-Pilot, and Intelligent Analytics. Interakt is an AI-enabled CRM for SMBs to manage their business on WhatsApp. The company recently won the award for “Tech Startup of the Year” in the AI category at Entrepreneur India Awards 2023.
8.1
CX Score
CX
Score
+93
Net Emotional Footprint
Net Emotional
Footprint
83
Value Index
VALUE INDEX
Qualified
Qualified
Zero in and engage instantly with your hottest visitors. Maximize conversion with live view, live chat, and voice calls.
8.1
CX Score
CX
Score
+99
Net Emotional Footprint
Net Emotional
Footprint
83
Value Index
VALUE INDEX
Ada
Ada
Ada is an AI customer service automation platform on a mission to make customer service extraordinary for everyone. Ada envisions a world where every customer interaction is resolved by AI, and makes it easy for businesses to automatically resolve the greatest number of customer service conversations — across channels and languages — with the least amount of effort. Since 2016, Ada has powered more than 4 billion automated customer interactions for brands like Meta, Verizon, AirAsia, YETI, and Square. Born in Toronto, Ada serves companies and their customers worldwide. For more information, visit www.ada.cx.
7.8
CX Score
CX
Score
+81
Net Emotional Footprint
Net Emotional
Footprint
84
Value Index
VALUE INDEX
Freshworks
Freshchat
Freshchat, a modern live chat software, by Freshworks, is built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social pages. A leap from legacy live-chat, Freshchat helps businesses and its teams focus on a continuous and context-driven messaging experience. With features like campaigns, sales bot, integrated self-service, and intelligent message routing, responses to visitors’ questions are smarter and faster.
7.7
CX Score
CX
Score
+83
Net Emotional Footprint
Net Emotional
Footprint
79
Value Index
VALUE INDEX
Chatfuel
Chatfuel
Chatfuel is a #nocode chatbot solution for WhatsApp, Facebook, Instagram, and Messenger. Chatfuel is a global team on a mission to simplify the way businesses communicate with their customers via conversational marketing and messaging.
7.1
CX Score
CX
Score
+79
Net Emotional Footprint
Net Emotional
Footprint
80
Value Index
VALUE INDEX
LivePerson
LivePerson Conversational Cloud
LivePerson is a platform that enables businesses to communicate with their customers through various channels, including messaging, chat, and voice. LivePerson works hard to ensure that our customers around the world can safely and securely use our platform. Create closer connections with your customers and drive meaningful outcomes, all from one place.
7.1
CX Score
CX
Score
+77
Net Emotional Footprint
Net Emotional
Footprint
78
Value Index
VALUE INDEX
Moveworks
Moveworks
Moveworks is the enterprise copilot for employee support. It is a secure platform that allows you to deploy, manage, and improve a copilot that works across all of your business applications. Moveworks provides a secure conversational interface for employees to take action, search for information, query data, receive notifications, and create content across hundreds of enterprise applications. It is powered by constantly improving generative models, AI-powered analytics to measure performance, and developer tools to customize use cases.
6.8
CX Score
CX
Score
+67
Net Emotional Footprint
Net Emotional
Footprint
78
Value Index
VALUE INDEX
For the full list of vendors in this space, click here.
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