Select a Customer Support Platform

Fenwick Analytics (fictional) has outgrown shared-inbox support. Our four-person leadership panel used Group AHP to choose a platform. Synthetic demonstration decision for the decisionpoint.io blog — vendor names are fictional.

A public Analytic Hierarchy Process (AHP) decision built with decisionpoint.io: 4 criteria, 4 alternatives, and 122 pairwise judgments.

Overall ranking

  1. Helprise — 33.9%
  2. Tandemdesk — 26.2%
  3. Corvello — 22.7%
  4. Replyfox — 17.2%

Criteria weights

Overall consistency ratio: 0.00 (within the 0.1 acceptability threshold).

AI-generated summary

Generated by AI from this decision's data; may not reflect the latest judgments.

Results summary

Helprise comes out with a clear lead of 7.7 percentage points over Tandemdesk. The group of four contributors rated it strongest on Agent Experience, where it holds a 9.7 percentage point advantage over the runner-up. This is the most important factor in the decision, and Helprise's edge here carries most of its overall win. Helprise also scores better on Reporting and Analytics and is slightly cheaper. The main trade-off is Integration Effort, where Tandemdesk pulls ahead, but that advantage is outweighed by Helprise's strength in the user experience domain.

Check the sensitivity analysis to see how robust this ranking is if Integration Effort turns out to matter more or less than the group currently estimates.

Sensitivity summary

Helprise holds a clear lead of 7.7 percentage points over Tandemdesk. The result holds unless weights move substantially. All four criteria would need large shifts to flip the top choice: Integration Effort would have to increase to 45.0% from 28.6%, Agent Experience would have to drop to 7.1% from 27.4%, Reporting & Analytics would have to climb to 47.0% from 26.0%, or Cost would have to rise to 48.4% from 18.0%. Each of these changes would hand the lead to a different challenger. None of the criteria sits on a knife edge, so Helprise's position is reasonably firm unless your priorities change substantially in one direction.

Decision criteria

Alternatives

With JavaScript enabled, this page shows the full interactive decision: the hierarchy, every pairwise comparison on the Saaty 1–9 scale, consistency checking, the calculated priorities, and sensitivity analysis. New to the method? See What is the Analytic Hierarchy Process?