Research · Live multi-brand
Live multi-brand pilot — real AI responses
6 tracked brands · 72/72 answers · 3 runs per prompt · OpenAI only · bare buyer prompts. Cross-engine comparison comes later — this panel measures within-OpenAI consistency.
AI visibility benchmark: customer support tools (OpenAI × 3)
We measure where brands are consistently recommended across repeated unbranded buyer-prompt runs — not a one-shot mention check.
Leader: Intercom — stable unbranded coverage 56%
Recommended in at least 2 of 3 runs on 10/18 unbranded prompts.
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Machine-readable evidence for this dated snapshot. Customer audits and private data are never included.
Stable recommendation coverage
Share of 18 unbranded prompts where the brand was recommended in ≥2 of 3 independent OpenAI runs.
| Brand | Stable (≥2/3) | Mention | Recommendation |
|---|---|---|---|
| Intercom | 56% (10/18) | 52% | 52% |
| Zendesk | 50% (9/18) | 57% | 52% |
| Help Scout | 50% (9/18) | 48% | 44% |
| Freshdesk | 39% (7/18) | 46% | 43% |
| Gorgias | 28% (5/18) | 31% | 24% |
| Front | 28% (5/18) | 24% | 20% |
Where the leader flips between runs
Unbranded prompts whose top recommended brand changed across the 3 repeats — high-value publish opportunities.
- “which helpdesk should a B2B SaaS team use” — Front / Intercom / Zendesk (modal: Intercom)
- “affordable help desk for small teams” — Freshdesk / Help Scout (modal: Freshdesk)
Citation domains
From OpenRouter url_citation annotations (53/72 answers).
- intercom.com34
- zendesk.com34
- freshworks.com26
- hubspot.com16
- gorgias.com13
- docs.helpscout.com12
- front.com8
- zoho.com8
- atlassian.com6
- plain.com4
- salesforce.com4
- helpscout.com4
- support.zendesk.com4
- crisp.chat3
- ada.cx3
- missiveapp.com3
Prompt-level evidence
Each row is one buyer prompt () across repeat runs when available. Top recommended is the modal pick across runs (any brand).
| Buyer prompt | Intercom | Top recommended | Evidence |
|---|---|---|---|
Category · unbranded “best customer support software for SaaS” | Rec 3/3 | Intercom | |
Category · unbranded “top help desk tools 2026” | Rec 3/3 | Freshdesk | |
Category · unbranded “best customer service platforms” | Rec 3/3 | Zendesk | |
Category · unbranded “recommended ticketing systems for support teams” | Rec 3/3 | Freshdesk | |
Category · unbranded “leading customer support products for startups” | Rec 3/3 | Intercom | |
Category · unbranded “which helpdesk should a B2B SaaS team use” | Rec 3/3 | Intercom | |
Segment · unbranded “best customer support tool for startups” | Rec 3/3 | Intercom | |
Segment · unbranded “affordable help desk for small teams” | Miss 0/3 | Freshdesk | |
Segment · unbranded “enterprise customer support platform” | Rec 2/3 | Zendesk | |
Segment · unbranded “best support software for ecommerce brands” | Rec 2/3 | Gorgias | |
Segment · unbranded “AI-powered customer support tools for SaaS” | Rec 3/3 | Intercom | |
Segment · unbranded “lightweight shared inbox for support agencies” | Miss 0/3 | Help Scout | |
Problem · unbranded “how to reduce support ticket backlog without hiring more agents” | Miss 0/3 | — | |
Problem · unbranded “how to improve first response time for customer support” | Miss 0/3 | — | |
Problem · unbranded “how can I deflect repetitive support questions with self-serve” | Miss 0/3 | — | |
Problem · unbranded “ways to keep support quality high as ticket volume grows” | Miss 0/3 | — | |
Problem · unbranded “how do teams unify email chat and tickets in one inbox” | Miss 0/3 | — | |
Problem · unbranded “how to measure and improve customer support CSAT” | Miss 0/3 | — | |
Comparison · branded “alternatives to Intercom” | Men 3/3 | Freshdesk | |
Comparison · branded “Intercom vs Zendesk” | Rec 3/3 | Intercom | |
Comparison · branded “Freshdesk vs Zendesk for small teams” | Miss 0/3 | Freshdesk | |
Comparison · branded “is Intercom worth it for startups” | Rec 3/3 | Intercom | |
Comparison · branded “Intercom competitors for customer support” | Men 3/3 | Zendesk | |
Comparison · branded “Help Scout vs Intercom” | Rec 3/3 | Help Scout |
Reproducibility
Run: BP-SUP-20260816-01 Started: 2026-08-15 23:10:46 UTC Published: 2026-08-15 23:20:06 UTC Prompt set: support-v1 Tracked brands: Zendesk, Intercom, Help Scout, Freshdesk, Gorgias, Front Runs per prompt: 3 Model requested: openai/gpt-5.6-luna Model returned: openai/gpt-5.6-luna Provider: OpenAI Web search: openrouter:web_search (engine=native) Parser: google/gemini-3.1-flash-lite (research-parse-v3) Temperature: 0.7 Locale / market: en / GLOBAL Successful responses: 72/72 Failed: 0 · retried slots: 0 Answers with citations: 53 · annotation hits: 249
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