Our methodology
How we test & rank support software
Every tool we cover is evaluated hands-on against the same published framework — never on vendor claims, and never for pay. Here is exactly what we score and how the process works.
The six criteria behind every ranking
Each tool is scored on the same six dimensions so guides stay comparable, honest, and independent. The detailed per-tool scoring publishes alongside each full review.
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Core chat & inbox features
Live chat, shared inbox, routing, canned responses, and the day-to-day agent tooling teams rely on.
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AI & automation depth
Bot quality, AI agents, and how much volume they resolve without frustrating customers.
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Pricing & transparency
Published tiers, per-agent costs, and what actually ships on entry-level plans versus paid add-ons.
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Integrations & ecosystem
CRM, help desk, and ecommerce connectors, plus the breadth of the wider app marketplace.
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Setup & ease of use
Time to launch, admin overhead, and how quickly a new team becomes productive.
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Support & reliability
Vendor support responsiveness, documented uptime, and onboarding for growing teams.
How the process works
- Scope the shortlist from the tools teams actually evaluate in each category.
- Put each tool through the same six-criteria framework, hands-on.
- Record the evidence — vendor pricing pages, product docs, and in-product testing notes.
- Write the verdict: who each tool is best for, and where it falls short.
- Revisit each guide as products and pricing change so rankings stay current.
Staying independent
We may earn an affiliate commission from some links, but placement and ordering are decided independently of any commercial relationship — vendors cannot buy a ranking. Read the full editorial & disclosure policy.
Who writes our reviews
Our guides are written and edited by an independent reviewer who evaluates every tool against this methodology. Meet the editorial team →