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The most visible customer support tools in United Kingdom, October 2026

October 2026 · 15 questions asked from United Kingdom in English · ChatGPT, Google AI Overviews, Gemini and Google AI Mode · 60 answers read

AI: how the engines answer the board's questions; Search: Google's top 10 for the questions' demand keywords; All: both combined. How the Heralded Score works.

Leader

Zendesk

40%of answers name it

Most cited source

zendesk.com

21citations

From Google AI Overviews and ChatGPT

Where engines disagree most

Hiver

1/4engines put it in their top three

Top three on Google AI Mode, not on Gemini, Google AI Overviews and ChatGPT

Brands

Rank Brand Rank change Heralded Score Score trend Mentioned Recommended By engine Mentioned by Change
21 Aircall FR New entry 21 , range 0–72
21
  • : score 21 · #21
 2% 0% None First reading
22 Re:amaze US New entry 20 , range 0–72
20
  • : score 20 · #22
 1% 1% None First reading
23 Gorgias US New entry 17 , range 2–48
17
  • : score 17 · #23
 8% 4% First reading
24 Missive CA New entry 17 , range 2–46
17
  • : score 17 · #24
 9% 1% None First reading
25 Salesforce Agentforce US New entry 16 , range 1–45
16
  • : score 16 · #25
 7% 1% None First reading
26 Sprout Social US New entry 16 , range 0–71
16
  • : score 16 · #26
 1% 1% None First reading
= 27 HelpCrunch UA New entry 14 , range 0–72
14
  • : score 14 · #27
 1% 1% None First reading
= 27 Meta Business Suite US New entry 14 , range 1–71
14
  • : score 14 · #27
 2% 0% None First reading
29 Crisp FR New entry 14 , range 4–48
14
  • : score 14 · #29
 9% 4% None First reading
30 Kayako IN New entry 13 , range 0–71
13
  • : score 13 · #30
 2% 1% None First reading

“=” marks brands whose score ranges overlap, so the test cannot separate them. Every brand named in at least three answers is ranked. By engine has one dot per engine (ChatGPT, Google AI Overviews, Gemini and Google AI Mode), darker the more often it names the brand.

This month's moves

First reading. No comparable previous month yet.

Biggest risers

No clear rise.

Biggest fallers

No clear fall.

New entries

139 new entries

Drop-outs

No drop-outs.

Most cited sources

Rank Source Type Cited in Engines Pages cited Brands its pages mention
11Withheld. Run a full Snapshot to see it.
12 dupple.com Media 6.7% 1 of 4 2 9
13Withheld. Run a full Snapshot to see it.
14Withheld. Run a full Snapshot to see it.
15Withheld. Run a full Snapshot to see it.
16Withheld. Run a full Snapshot to see it.
17Withheld. Run a full Snapshot to see it.
18Withheld. Run a full Snapshot to see it.
19Withheld. Run a full Snapshot to see it.
20Withheld. Run a full Snapshot to see it.

The questions, and who wins each

QuestionLanguageWins it
What’s the best customer support software for support teams? English Freshdesk and Intercom, tied
What customer support tools are best for small teams? English Freshdesk, Help Scout and Intercom, tied
How can a support team respond to customers faster? English Zendesk
How can I manage customer requests without missing any messages? English Zendesk
Should a small team offer customer support by email or chat? English No brand recommended
Is automated or manual customer support better for teams? English No brand recommended
What are some alternatives to managing customer requests by email? English Freshdesk, Freshworks, Help Scout and Jira Service Management, tied
What are some alternatives to manually answering customer questions? English No brand recommended
I manage support on a team of three. How can we handle more requests? English Freshdesk and Zendesk, tied
I run a small business and want to reply to customers via email and chat. What should I use? English Freshdesk, Help Scout and Tidio, tied

Each engine's top three

Method

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.

How the leaderboards are measured