Customer Support

Customer Support Testing Methodology

How we evaluate help desk, ticketing, live chat, and AI chatbot platforms.

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The 100-Point Scoring Framework

We test support platforms by processing 200 simulated tickets, measuring resolution time, AI chatbot accuracy, and agent efficiency across email, chat, and phone channels.

Support Quality
35 pts
Pricing
25 pts
AI & Automation
20 pts
Usability
20 pts

Our Testing Process

01

Ticket Processing

200 simulated tickets across email, chat, and social.

02

AI Chatbot Test

100 customer queries tested for AI accuracy.

03

Agent Workflow

Evaluate agent interface efficiency and resolution speed.

04

Scoring

Results published transparently.

1. Support Channel Quality

35 points max

Help desk, ticketing, and omnichannel support.

7
Ticketing System
Ticket management, SLA tracking, and routing.
6
Live Chat
Real-time chat widget quality and customization.
6
Knowledge Base
Self-service help center with search and categories.
5
Omnichannel
Email, chat, social, phone in unified inbox.
6
AI Chatbot
AI-powered auto-responses and conversation handling.
5
Reporting
CSAT, NPS, response time, and resolution metrics.

2. Pricing

25 points max

Per-agent pricing and feature access.

7
Free Tier
Agents, tickets, and features available free.
6
Per-Agent Cost
Monthly cost per agent seat.
5
Contact Limits
Monthly active contact or conversation limits.
4
Feature Progression
Value gap between plans.
3
AI Add-on Cost
Additional cost for AI/chatbot features.

3. AI & Automation

20 points max

AI automation, chatbot builder, and smart routing.

5
Bot Builder
Visual chatbot flow builder with branching.
5
AI Accuracy
AI response accuracy and hallucination rate.
4
Smart Routing
Auto-assignment based on skill, language, priority.
3
Canned Responses
Macros, templates, and saved replies.
3
Workflow Automation
Triggered workflows for escalation and follow-up.

4. Usability

20 points max

Agent interface and integration ecosystem.

5
Agent Dashboard
Dashboard clarity, speed, and agent efficiency.
5
Integrations
CRM, Slack, Shopify, and Zapier connections.
4
Mobile App
Mobile agent app for on-the-go support.
3
API / SDK
REST API and widget SDK customization.
3
Onboarding
Setup speed and agent training resources.

Score Grading Scale

Score RangeGradeInterpretation
85 – 100ExcellentBest-in-class. Industry leader in this category.
70 – 84GoodStrong performer for most use cases, minor gaps.
55 – 69SatisfactoryAcceptable but falls behind leaders. Consider alternatives.
0 – 54Needs ImprovementSignificant limitations. Compare alternatives carefully.

Independence & Transparency

Real simulation: Tests based on actual customer support scenarios.

No sponsored rankings: Scores are independent.

Annual re-testing: Full evaluation annually.

Last methodology update: March 2026