A software vendor’s quality of customer support can be the key to your success using the product. How quickly they respond to your questions, how they communicate new functionality, and the level of personalized service you get from them are all crucial in your experience with their product.
But how do you know how their customer support rates without being a current customer? We’ve got your back!
We’ve analyzed tens of thousands of real user reviews to see how people feel about the customer support* provided by vendors of project management tools. After narrowing down the top 4, we scoured the comments and calculated a “Sentiment Score” for each product.
What is a Sentiment Score?
Think of the Sentiment Score as a numerical representation of how real users of the software rate and review it. The score is a rating of how positive the comments for a product or the features of a product are. Rave reviews get a higher score, lukewarm reviews a lower score, poor reviews get a negative score—all on a scale of 1 through 10.
The 4 best in customer support project management solutions
Presented in alphabetical order, here are the top 4 products with the highest customer support sentiment across all reviewed project management solutions.
|Product||Customer Support Sentiment Score (out of a possible 10)|
Basecamp is a real-time communication tool that helps teams stay on the same page. With to-do lists, task assignments by person, due dates with notifications, and file-sharing, Basecamp is a central place (or dare I say “base camp”) for teams to track priorities and tasks.
Although it lacks some traditional project management features that a team running formal projects would need (e.g., resource planning and long-term scheduling), it’s an excellent tool for smaller and agile teams.
Along with praise for the user-friendly interface, reviewers appreciate the quick responses from BaseCamp’s customer support team.
BaseCamp’s customer support sentiment score
Let’s break down how the Sentiment Score for customer support compares to other project management software reviewed, as well as see the exact percentages of sentiments.
The Sentiment Score for BaseCamp (out of a possible 10) as compared to all other products
As BaseCamp has the highest number of user reviews it’s not surprising to see a larger spread in the sentiment. A general theme in comments is that the product is easy to use and hence the reviewer hasn’t reached out for customer support. This could be influencing the 8% of neutral reviews we see below.
ClickUp is a cloud-based collaboration and project management tool suitable for businesses of all sizes and industries. Features include communication and collaboration tools, task assignments and statuses, Agile project dashboards, and a task toolbar.
Reviewers are exceptionally complimentary of ClickUp’s customer service. Their reviews aren’t just mentioning good support, no, people straight up rave about it. Comments about the supportive community ClickUp’s team fosters was a common theme, as well.
ClickUp’s customer support sentiment score
How much do reviewers like ClickUp’s customer support in relation to the project management solutions? To answer this we looked at all of the reviews when customer support and service is mentioned.
ClickUp ranks slightly higher than the average positive sentiment across all other project management tools.
The Sentiment Score for ClickUp (out of a possible 10) as compared to all other products
And what about the not so positive comments? Reviewers have shared zero negative comments about ClickUp’s customer support. This could be an instance where what’s not said could be speaking louder than what is said.
Confluence is a project management solution with a strong knowledge management module and a unique editor tool, both working to make documentation creation and access user friendly. Confluence is often integrated with JIRA for working agile projects or tracking IT service desk tickets.
Supportive and helpful are common sentiments in the reviews about Confluence’s customer service.
Confluence’s customer support sentiment score
Confluence edges ahead of the competition with positive sentiments shared about their customer support.
The Sentiment Score for Confluence (out of a possible 10) as compared to all other products
And the deep dive into the individual reviews for Confluence lead only to happy town. That’s right, there’s zip, zero, no negative comments about the customer support in the reviews. 5% are neutral, but all the rest are positive.
Workfront (formerly AtTask) is a cloud-based project management tool suitable for all business sizes and industries. It provides the ability to switch back and forth from a waterfall to a scrum dashboard for any project.
The quick response from the Workfront technical customer support team is a common theme throughout many of the reviews. Also, the steady stream of product updates and how the support team communicates these releases is praised across the board.
Workfront’s customer support sentiment score
Just as we did with the other products highlighted here, let’s take a look at how Workfront’s customer support ranks against other project management solutions.
Workfront ranks slightly higher than the average positive sentiment across all other project management tools. But in a highly competitive field, that edge is nothing to take for granted.
The Sentiment Score for Workfront (out of a possible 10) as compared to all other products
The breakdown of sentiments from positive to negative show that users are split between negative and neutral comments. But Workfront comes in with a heap of positive sentiments at 94%.
Additional resources for your software search
Our Project Management Software Buyer’s Guide has tons of info on common features, side-by-side product comparisons, and market trends you should know about.
And of course, our expert advisors are here to help walk you through the software search. Take 20 minutes to chat with one and get confidence in your software purchase. Call (844) 680-2046 for a free consultation.
To be considered for inclusion in this report, we required 20 or more unique reviews mentioning “customer support” or related terms.
The products listed in this report had the highest percentage of positive mentions of customer support of eligible products.
To calculate sentiment score, we looked at the specific mentions of customer support in each review and analyzed the terms used to describe customer support. We then scored each term on a scale of 1 – 10, with 10 being the most positive, 5 being neutral, and 0 being the most negative. The score for each snippet was the sum of all descriptive terms in the snippet. Snippet scores were then averaged for the product to determine average sentiment score for the product.
When comparing the average sentiment score of a product to the average score for the entire category, the product’s score was removed for accuracy.