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Methodology

How we test customer support software

[Placeholder] Every ranking on Zazazachat is built from hands-on testing against the criteria below - not vendor decks. This page explains exactly how we evaluate and score each tool.

Daniel Calloway Editorial reviewer - Customer Support software

The metric

The SupportScore

[Placeholder] Each tool earns a composite SupportScore - a single weighted rating from 0 to 100 that rolls up the eight criteria below. It exists so two tools can be compared on the same scale, and it moves only when a product does.

[Placeholder] This section will document the exact weighting applied to each criterion and how edge cases are handled.

The rubric

What we score

Every tool is evaluated against the same eight criteria. Each feeds the composite SupportScore.

  1. Setup & onboarding

    Time to first conversation, guided setup, data import, and how quickly a new team gets live.

  2. Core support features

    Live chat, ticketing, routing, macros, SLAs, and the day-to-day tools agents actually use.

  3. AI & automation

    Bot resolution quality, deflection, agent-assist, and how automation is configured and controlled.

  4. Omnichannel & inbox

    Email, chat, social, and voice in one place - and how consistent the agent experience is across them.

  5. Knowledge & self-service

    Help center, article authoring, search, and how well customers resolve issues without an agent.

  6. Integrations & ecosystem

    CRM, e-commerce, and stack integrations, API depth, and the breadth of the app marketplace.

  7. Reporting & analytics

    CSAT, resolution time, volume, and whether the reporting is usable by both agents and managers.

  8. Pricing & value

    Transparency of pricing, per-seat vs. usage costs, hidden add-ons, and value at each tier.

The process

From account signup to verdict

  1. 01

    Scope

    We define who the tool is for and the jobs a buyer in this category needs it to do.

  2. 02

    Hands-on setup

    We provision an account, configure it as a real team would, and run live conversations through it.

  3. 03

    Score against the rubric

    We rate each tool on every criterion above to produce its composite SupportScore.

  4. 04

    Verdict & re-checks

    We write the verdict, note who it is and is not for, and revisit as products change.

Independence & how we make money

Our rankings are editorial

The order of every ranked list follows the published methodology on this page. Ranking position is decided by the SupportScore - it is not for sale, and a vendor cannot pay to rank higher.

We do make money, and we want to be plain about how. When a vendor pays for placement, that unit is clearly labeled “Sponsored” or “Featured Partner” and is set apart from the editorially ranked list. Some of the links on our site are affiliate links, and we may earn a commission when you sign up or buy through them - at no extra cost to you.

None of this changes a ranking or a verdict. If a paid relationship ever affected our assessment, we would not run it. Full detail lives in our editorial policy.

FAQ

Frequently asked questions

Answers to common questions about our methodology and the SupportScore are on the way. Check back soon.