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

Highest score on the LBA metric.

Authority Leader?

Intercom

Highest score on the Authority metric.

TOM Leader?

Intercom

100

Highest score on the TOM metric.

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	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	48
5	Salesforce salesforce.com	78	17	40	37
6	Braze braze.com	84	15	30	33
7	Front front.com	79	11	43	33
8	Drift drift.com	77	12	30	30
9	Gorgias gorgias.com	75	7	38	27
10	Customer.io customer.io	75	8	22	24
11	Klaviyo klaviyo.com	83	8	17	22
12	Crisp crisp.chat	75	5	14	17
13	Tidio tidio.com	71	1	9	8
14	Help Scout helpscout.com	70	0	10	6
15	Iterable iterable.com	79	1	3	6
16	OneSignal onesignal.com	80	1	1	3
17	Ada ada.cx	74	0	11	2
18	Freshworks freshworks.com	76	0	12	2
19	Kustomer kustomer.com	73	0	17	2
20	MessageBird messagebird.com	71	0	7	2
21	Sprinklr sprinklr.com	71	0	5	2
22	Bird bird.com	54	0	1	1
23	Insider useinsider.com	72	0	1	1
24	LivePerson liveperson.com	72	0	3	1
25	respond.io respond.io	66	0	1	1
26	Sinch sinch.com	70	0	4	1
27	SleekFlow sleekflow.io	64	0	1	1
28	Airship airship.com	77	0	0	0
29	CleverTap clevertap.com	75	0	0	0
30	Emarsys emarsys.com	75	0	0	0
31	Infobip infobip.com	72	0	0	0
32	Khoros khoros.com	66	0	0	0
33	MoEngage moengage.com	78	0	0	0
34	Netcore netcorecloud.com	61	0	0	0
35	Podium podium.com	78	0	0	0
36	Sendbird sendbird.com	77	0	0	0
37	Trengo trengo.com	60	0	0	0
38	WebEngage webengage.com	64	0	0	0

Overall AI Visibility Score

Geometric mean of LBA, Authority and TOM: (LBA × Authority × TOM)^(1/3). Geometric mean is used so that any single weak metric pulls the overall score down, rather than being masked by strength elsewhere.

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 →

Customer Messaging Platforms

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

Brand Leaderboard All 38 Customer Messaging Platforms brands ranked

How is this calculated? Methodology

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