Category · Support · live data
| # | Brand | Coverage | Presence | Avg rank | SoV | Score |
|---|---|---|---|---|---|---|
| 01 | Zendesk |     | 95% | 2.1 | 5.9% | 99 |
| 02 | Intercom | | 95% | 2.2 | 5.9% | 98 |
| 03 | Freshdesk | | 95% | 2.2 | 5.9% | 98 |
| 04 | Freshservice | | 68% | 6.4 | 2.7% | 45 |
| 05 | Zendesk AI | | 67% | 6.5 | 2.6% | 44 |
| 06 | Efficy | | 68% | 6.4 | 2.7% | 45 |
| 07 | Crisp | | 67% | 6.6 | 2.6% | 43 |
| 08 | Freddy AI | | 67% | 6.6 | 2.5% | 42 |
| 09 | Pylon | | 66% | 6.8 | 2.4% | 40 |
| 10 | Help Scout | | 65% | 7.0 | 2.3% | 38 |
| 11 | Front | | 65% | 7.0 | 2.3% | 38 |
| 12 | TeamSupport | | 65% | 7.0 | 2.3% | 38 |
| 13 | Salesforce | | 66% | 6.8 | 2.4% | 40 |
| 14 | HubSpot | | 68% | 6.3 | 2.8% | 46 |
| 15 | Plain | | 54% | 7.8 | 1.7% | 28 |
| 16 | Zoho Desk | | 54% | 7.8 | 1.6% | 27 |
| 17 | Jira Service Management | | 54% | 7.8 | 1.7% | 28 |
| 18 | Gainsight | | 54% | 7.8 | 1.6% | 27 |
| 19 | Cobbai | | 54% | 7.8 | 1.7% | 28 |
| 20 | Aircall | | 54% | 8.0 | 1.5% | 25 |
Presence = share of prompts where the brand is cited · Avg rank = mean position when cited · SoV = share of voice across the category · First measured edition; trends begin next edition.
Which customer support brands are most cited by AI assistants?
Zendesk ranks #1 with a score of 99/100, ahead of Intercom (98/100) and Freshdesk (98/100). Measured across ChatGPT, Perplexity, Gemini and Claude for the query “best customer support software for B2B SaaS 2026”.
Do AI assistants agree on which customer support brands to recommend?
3 of 20 brands in customer support are cited consistently across all four engines. Perplexity cites the most engine-exclusive brands not mentioned by the others, suggesting it draws on a different source mix. Consensus brands tend to have stronger third-party coverage (reviews, comparisons, editorial mentions) rather than relying on a single source.
Which customer support brands are invisible to AI assistants?
6 of 20 brands are cited by one engine or fewer, including Plain, Zoho Desk, Jira Service Management. Being functionally invisible to AI assistants ahead of a high-intent buyer query is a growing risk for vendors with otherwise solid market presence.
How is the AI visibility score calculated, and how is it different from SEO?
The score (0–100) combines five dimensions: coverage across engines, presence rate, average rank when cited, share of voice, and citation consistency. Unlike SEO, it measures whether a model names your brand inside its synthesized answer — not whether a link ranks on a results page. Full methodology at /methodology/.