Overview Leaderboard Methodology
Industry Report

Customer Messaging Platforms

Omnichannel messaging suites that combine SMS, email, in-app, and social messaging to deliver personalized customer conversations and automation.

Brands tracked: 38
Brands analyzed: 38
Last updated: 2026-04-22
Model: OpenAI GPT-5
Prompts: 293
Total responses: 1,505
Top Brand Overall?
Intercom
93/100

Highest overall AI Visibility Score in this industry.

LBA Leader?
HubSpot
88

Highest score on the LBA metric in this industry.

Authority Leader?
Intercom
94

Highest score on the Authority metric in this industry.

TOM Leader?
Intercom
100

Highest score on the TOM metric in this industry.

Intercom is the default answer in AI responses for Customer Messaging Platforms

When users ask ChatGPT, Claude, or Gemini about Customer Messaging Platforms, Intercom is the brand that surfaces first - unprompted, consistently, and usually at the top of any list the model generates. Zendesk is a close second, but the gap between them is meaningful. If you're competing in this space and you're not in the top handful, you're effectively invisible to AI-driven discovery.

Brand Leaderboard All 38 Customer Messaging Platforms brands ranked

Ranked by overall AI Visibility Score (smoothed geometric mean of LBA, Authority, and TOM with an LBA-based floor on Authority and TOM, see methodology). Click any brand for the full report.

# Brand LBA Authority TOM Overall
1
Intercom
intercom.com
 86
94
100
93
2
Zendesk
zendesk.com
 78
55
82
70
3
Twilio
twilio.com
 86
41
52
57
4
HubSpot
hubspot.com
 88
19
67
49
5
Salesforce
salesforce.com
 78
19
40
40
6
Freshworks
freshworks.com
 76
13
47
37
7
Front
front.com
 79
11
43
35
8
Braze
braze.com
 84
15
30
34
9
Drift
drift.com
 77
12
30
32
10
Gorgias
gorgias.com
 75
8
38
30
11
Customer.io
customer.io
 75
8
22
25
12
Klaviyo
klaviyo.com
 83
8
17
25
13
Kustomer
kustomer.com
 73
7
17
23
14
Crisp
crisp.chat
 75
8
14
22
15
Ada
ada.cx
 74
7
11
20
16
Airship
airship.com
 77
8
8
19
17
Help Scout
helpscout.com
 70
7
10
19
18
Iterable
iterable.com
 79
8
8
19
19
MoEngage
moengage.com
 78
8
8
19
20
OneSignal
onesignal.com
 80
8
8
19
21
Podium
podium.com
 78
8
8
19
22
Sendbird
sendbird.com
 77
8
8
19
23
CleverTap
clevertap.com
 75
8
8
18
24
Emarsys
emarsys.com
 75
7
7
18
25
LivePerson
liveperson.com
 72
7
7
18
26
Tidio
tidio.com
 71
7
9
18
27
Infobip
infobip.com
 72
7
7
17
28
Insider
useinsider.com
 72
7
7
17
29
MessageBird
messagebird.com
 71
7
7
17
30
Sinch
sinch.com
 70
7
7
17
31
Sprinklr
sprinklr.com
 71
7
7
17
32
Khoros
khoros.com
 66
7
7
16
33
respond.io
respond.io
 66
7
7
16
34
SleekFlow
sleekflow.io
 64
6
6
16
35
WebEngage
webengage.com
 64
6
6
16
36
Netcore
netcorecloud.com
 61
6
6
15
37
Trengo
trengo.com
 60
6
6
15
38
Bird
bird.com
 54
5
5
14

How is this calculated? Methodology

Every brand in this leaderboard is scored against the same set of 293 shared Customer Messaging Platforms prompts. The same prompts, same model, same iterations. So differences in scores reflect actual differences in AI visibility, not differences in measurement.

Overall AI Visibility Score
Smoothed geometric mean of LBA, Authority and TOM. Authority and TOM are floored at LBA × 0.1 before the geometric mean (the same floor used in the per-metric cards above, so brand cards and the composite tell the same story). Formula: composite = ((LBA + 5)(Authority + 5)(TOM + 5))^(1/3) - 5. The floor keeps brands the model clearly recognises but doesn't yet recommend from collapsing to zero, while a single genuinely weak metric still pulls the composite down. Full methodology.
Shared industry prompts
For Authority and TOM, all brands in the industry are scored against the same 293 category prompts (e.g. "best SEO tools for agencies"). This makes brand-to-brand comparisons valid - everyone faces identical inputs. LBA prompts are per-brand because they ask brand-specific questions.
Latent Brand Association (LBA)
5 brand probes + 1 control prompt, each run 5 times in recall mode (no web search). LBA = quality × meta × stability × share × recognition × 100. Read the full LBA methodology →
LLM Authority
50 organic category prompts (discovery, comparison, problem and transactional intents), each run once in recall mode and once in retrieval mode. Score = frequency × log-decayed prominence × intent weight, then 50/50 averaged across the two modes. Read the full Authority methodology →
Top of Mind (TOM)
15 high-volume discovery prompts (sourced from Keywords Everywhere search-volume data), each run 5 times in pure recall mode (no web). Score = frequency × (0.5 + 0.5 × log-prominence), volume-weighted. Read the full TOM methodology →