Get Customer Service Applications

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GetRank Q1 Research for Customer Service


Along with the ranking, GetApp has released a research report on trends in the CRM, Customer Service, and Call Center industries. The report provides valuable information to business owners and decision makers to make the initial task of finding a cloud-based business application easier.

In the report, you’ll find:

  • Industry trends in the CRM, Customer Service & Support, and Call Center industries, with expert analysis and industry commentary.
  • Unique insights from data collected through GetApp’s research program, GetData.
  • The Q1 2015 ranking for CRM, Customer Service & Support, and Call Center software.
  • An explanation of GetRank and the five data points used to calculate an app’s GetRank score.

Sign in with Linkedin to download a free copy of the report.

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How is the GetRank score calculated?


User Reviews

The GetRank score for user reviews is calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against other apps in the category. This raw number is then scaled to represent a value between 1 and 20.

Integrations

Integration scores are calculated by scaling and adding two different averages for the number of listed integrations on GetApp: the first 15 points are awarded for the total number of integrations scaled against the average for the top 25 percent of apps in the category, while the final 5 points are awarded for the total number of integrations scaled against the leader in the category.

Mobile Platforms

Mobile platform scores are calculated using data pulled from Google Play and the Apple App Store. In this case, a maximum of 5 points is attributed for having an Android App, and another 5 for an iOS app. The additional 10 points are calculated based on the ratings of the app in each store, rated out of 5, for a total of 20 points.

Media Presence

Using Brandwatch as a source of data, GetApp analyzed the number of social media mentions of each application and vendor over the course of the quarter. In order to scale the volume of mentions and filter for irrelevant content, the Twitter handle of the vendor was used as the query search in Brandwatch. Similar to the scoring for integrations, the first 15 points are awarded for the total mentions scaled against the average of the top 25 apps in the category, while the final 5 points are awarded for total mentions scaled against the category leader.

Security

Security is calculated with data collected from the GetRank security survey. The survey and scoring were developed in collaboration with Microsoft. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With roughly 70 questions, each question is weighted for importance, and each answer is given a score. Security certifications are also scored and weighted based on importance. The raw score is calculated by totaling the app’s certification score and the questionnaire score, then benchmarking it against other apps in the category with a security score.

1-25 of 131 results
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  • InvGate Service Desk  

    Modern Intuitive IT Service Desk Software
    Use InvGate to manage, automate & assess your IT service support with ticket management, workflow automation, self-service, gamification, analytics and more.
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  • Vision Helpdesk    32 reviews

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  • Samanage    20 reviews

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    Use Samange's IT service desk module to manage service requests from customers, send satisfaction surveys, create a customer self-service portal and more.
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  • Help Scout    14 reviews

    Web-based help desk designed for a great customer experience
    Help Scout lets you manage all customer support emails in one place with features such as automated workflows, knowledge base, collision detection, and reports.
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  • HelpOnClick Live Chat Software    14 reviews

    Live Chat Software
    Increase sales and customer satisfaction with HelpOnClick state of the art Live Chat Software. This Live Chat Software helps you to see exactly who is on your website right now and what they do using a real time traffic monitor. Invite your visitors for a chat and convert them into a paying and happy customers! With HelpOnClick live chat software you can get started with live support and chat in just 5 minutes! Installing HelpOnClick software could not be easier, you only need to copy the HTML code and paste it into your website and you're done. Also, there is no need to keep the browser open as the desktop tray application instantly notifies you about the new chats and messages. Above all, you can also customize the chat window to match your website look.
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  • Vocalcom Contact Center Software    6 reviews

    Omnichannel Contact Center Software & "Social First" Solutions
    Vocalcom's contact center software aids customer service through features such as IVR, ACD, routing, case management, call recording, agent monitoring, & more.
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  • Zopim Live Chat    4 reviews

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  • Salesforce Sales Cloud    7 reviews

    Cloud-based CRM & sales automation
    Small Business solutions from the worldwide leader in CRM. No software to install. It's simple and quick! Built on the Salesforce1 Platform, Sales Cloud connects the next generation of apps, devices, and customers. It’s an instant connection to your leads, contacts, accounts, and critical business information. It’s everything you need to close deals quicker. Wherever you are. Whenever you want. On any device. Salesforce, combined with your custom apps and AppExchange mobile apps, turns your mobile device into a portable sales office. You can log calls, respond to hot leads, work opportunities, or check dashboards no matter where you are. And collaborate across teams, from anywhere.
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  • Cayzu Help Desk    3 reviews

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  • Zoho Assist    1 review

    Remote support. Simpler. Faster.
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  • KronoDesk    1 review

    Take Your Customer Support to the Next Level
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  • ManageEngine SupportCenter Plus    1 review

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    SupportCenter Plus is a web-based CRM application and customer support tool that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience. It enables you to manage multiple service contracts and related support plans to service your customers on time and bill accordingly. The self-service portal and allow your customers to submit tickets, track them, search the knowledge base and run reports.
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