Leader
59Heralded Score, range 45–65
The most visible customer support tools in Europe, October 2026
Most cited source
31citations
From ChatGPT
Where engines disagree most
1/4engines put it in their top three
Top three on Google AI Overviews, not on Google AI Mode, Gemini and ChatGPT
Brands
| Rank | Brand | Rank change | Heralded Score All | AI | Search | Score trend | Mentioned | Recommended | By engine | Mentioned by | Change |
|---|---|---|---|---|---|---|---|---|---|---|---|
| 11 | | New entry | 15 , range 7–30 | 3#20 | 37#5 | 15
| 4% | 2% | | First reading | |
| 12 | | New entry | 13 , range 6–39 | 9#10 | 19#12 | 13
| 6% | 4% | | First reading | |
| 13 | | New entry | 9 , range 5–42 | 11#9 | 6#27 | 9
| 7% | 3% | | First reading | |
| 14 | | New entry | 7 , range 3–33 | 6#13 | 8#19 | 7
| 6% | 1% | | First reading | |
| 15 | | New entry | 6 , range 2–31 | 4#15 | 9#15 | 6
| 4% | 1% | None | First reading | |
| 16 | | New entry | 6 , range 2–31 | 5#14 | 8#16 | 6
| 4% | 1% | | First reading | |
| 17 | | New entry | 5 , range 2–31 | 4#16 | 7#22 | 5
| 4% | 1% | None | First reading | |
| 18 | | New entry | 5 , range 2–29 | 2#27 | 10#13 | 5
| 2% | 0% | | First reading | |
| 19 | | New entry | 5 , range 1–29 | 2#29 | 10#14 | 5
| 2% | 1% | None | First reading | |
| 20 | | New entry | 4 , range 1–29 | 2#22 | 8#20 | 4
| 2% | 0% | | First reading |
“=” marks brands whose score ranges overlap, so the test cannot separate them. Every brand named in at least three answers is ranked. AI and Search give each brand’s score and rank on that side alone. By engine has one dot per engine (ChatGPT, Google AI Overviews, Gemini and Google AI Mode), darker the more often it names the brand.
Most cited sources
| Rank | Source | Type | Cited in | Engines | Pages cited | Brands its pages mention |
|---|---|---|---|---|---|---|
| 1 | | Directory | 6.2% | 1 of 4 | 5 | 10 |
| 2 | | Social | 5.2% | 2 of 4 | 14 | Not read |
| 3 | | Unclassified | 3.6% | 3 of 4 | 14 | 12 |
| 4 | | Vendor site | 3.8% | 3 of 4 | 3 | 4 |
| 5 | | Community | 3.8% | 2 of 4 | 11 | Not read |
| 6 | | Media | 3.1% | 1 of 4 | 2 | 8 |
| 7 | | Review site | 1.7% | 3 of 4 | 10 | Not read |
| 8 | | Vendor site | 2.6% | 3 of 4 | 1 | 8 |
| 9 | | Consultancy | 1.4% | 1 of 4 | 3 | 3 |
| 10 | | Review site | 2.1% | 1 of 4 | 3 | 18 |
Questions asked
| Question | Language | Most recommended |
|---|---|---|
| ¿Qué es mejor para los equipos: la atención al cliente automatizada o la manual? | Spanish | No brand recommended |
| ¿Qué alternativas hay a gestionar las consultas de los clientes por correo electrónico? | Spanish | |
| ¿Qué alternativas hay a responder manualmente a las preguntas de los clientes? | Spanish | No brand recommended |
| Gestiono el soporte de un equipo de tres personas. ¿Cómo podemos atender más consultas? | Spanish | No brand recommended |
| Tengo una pequeña empresa y quiero responder a mis clientes por correo electrónico y chat. ¿Qué debería usar? | Spanish | |
| best customer support tools for small support teams | English | |
| customer support software for teams answering customer questions | English | |
| how can a support team resolve customer questions faster | English | No brand recommended |
| how to keep customer support requests from getting lost | English | No brand recommended |
| shared inbox vs help desk software for support teams | English | |
Each engine's top three
Google AI Mode
- 1
Freshdesk
- 2
Zendesk
- 3
Help Scout
Gemini
- 1
- 2
- 3
Google AI Overviews
ChatGPT
Related leaderboards
Method
Each leaderboard ranks brands on two sides. AI is how ChatGPT, Gemini, Google AI Overviews and Google AI Mode answer the board's buyer questions. Search is Google's top 10 results for the keywords behind those questions. All combines the two, where Search is measured.
For the AI side, each month Heralded asks every engine the same buyer questions, twice each, and reads every answer. An answer counts 0 for a brand it leaves out, 50 for a brand it names and 100 for a brand it recommends, and the Heralded Score is built from those. A brand named in at least three answers gets a score and a place.