Recommendations

Snapshot

Freshdesk

Freshdesk

www.freshworks.com/freshdesk/omni/ · Customer service software

Track how visibility, competitor wins, citations, and personas change across audits.

Trend analysis · Latest audit: Aug 30, 2026 · 190 conversations · ChatGPT · Claude · Gemini · Google AI Overview · Perplexity

14 audits tracked since Jun 2, 2026

Headline visibility over time

Brand visibility, Organic discovery, Brand share of voice, and Owned citations across published audits.

Brand visibility
Current 53%Max 71%Min 53%Avg 62%
Brand share of voice
Current 57%Max 88%Min 47%Avg 62%
Organic discovery
Current 37%Max 64%Min 37%Avg 50%
Owned citations
Current 12%Max 26%Min 5%Avg 13%

Qualified visibility over time

Qualified visibility, visibility gap rate, and Evaluation coverage. Compared only across runs with matching policy versions.

Evaluation coverage
Current 97%Max 97%Min 97%Avg 97%
Visibility gap rate
Current 52%Max 52%Min 52%Avg 52%
Qualified visibility
Current 46%Max 46%Min 46%Avg 46%

Appearance by discovery bucket

How often the brand appeared in each discovery path (organic, competitor-led, prompted, category-led organic, and unbranded where available).

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All providers

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Prompted
Current 100%Max 100%Min 100%Avg 100%
Competitor-led
Current 73%Max 94%Min 73%Avg 79%
Category-led organic
Current 49%Max 82%Min 46%Avg 63%
Organic
Current 37%Max 64%Min 37%Avg 50%
Unbranded
Current 10%Max 34%Min 10%Avg 21%

Qualified visibility by discovery bucket

Qualified visibility rate by discovery path for runs with matching measurement and routing policy versions.

Prompted
Current 100%Max 100%Min 100%Avg 100%
Competitor-led
Current 74%Max 74%Min 74%Avg 74%
Organic
Current 27%Max 27%Min 27%Avg 27%

Organic appearance by provider

When buyers did not name your brand, how often each AI provider mentioned you across audits.

Claude
Current 60%Max 76%Min 56%Avg 65%
Gemini
Current 28%Max 52%Min 28%Avg 41%
ChatGPT
Current 16%Max 56%Min 16%Avg 40%
Perplexity
Current 48%Max 52%Min 20%Avg 38%
Google AI Overview
Current 32%Max 32%Min 32%Avg 32%

Appearance by intent

Brand appearance rate across buyer intents.

Brand-Aware
Current 100%Max 100%Min 100%Avg 100%
Transactional / Vendor Selection
Current 90%Max 100%Min 90%Avg 98%
Comparison
Current 52%Max 83%Min 52%Avg 65%
Tactical / How-To
Current 47%Max 75%Min 47%Avg 58%
Problem-Aware
Current 20%Max 50%Min 20%Avg 41%
Diagnostic
Current 32%Max 45%Min 25%Avg 36%
Educational
Current 7%Max 50%Min 0%Avg 14%

Displacement by intent

Share of visibility-gap conversations where competitors displaced the brand, by intent.

Educational
Current 43%Max 75%Min 17%Avg 52%
Comparison
Current 56%Max 71%Min 17%Avg 52%
Diagnostic
Current 33%Max 60%Min 10%Avg 40%
Tactical / How-To
Current 50%Max 63%Min 17%Avg 38%
Transactional / Vendor Selection
Current 0%Max 63%Min 0%Avg 35%
Problem-Aware
Current 8%Max 50%Min 0%Avg 21%
Brand-Aware
Current 0%Max 5%Min 0%Avg 1%

Appearance by response mode

Brand appearance rate by how the assistant framed the answer.

Recommendation seeking
Current 87%Max 96%Min 77%Avg 91%
Informational
Current 33%Max 56%Min 33%Avg 46%

Organic appearance by persona

When buyers did not name your brand, how often your brand appeared for each buyer persona across audits.

Customer Service Leader Comparing Omnichannel Support Platforms
Current 57%Max 88%Min 57%Avg 71%
Support Operations Manager Setting Up Routing, SLAs, and Automation
Current 60%Max 81%Min 56%Avg 67%
Support Agent Evaluating Daily Workspace and AI Assistance
Current 51%Max 71%Min 51%Avg 65%
Support Team Evaluating AI Automation and Self-Service Coverage
Current 53%Max 69%Min 50%Avg 59%
Support Leader or Analyst Investigating Service Metrics and Bottlenecks
Current 40%Max 57%Min 40%Avg 49%

Top displacing competitors

Share of brand-absent conversations where each competitor surfaced, ranked by average displacement rate across audits.

Zendesk
Current 33%Max 52%Min 22%Avg 43%
Intercom
Current 18%Max 41%Min 11%Avg 25%
Salesforce Service Cloud
Current 16%Max 38%Min 9%Avg 23%
Front
Current 8%Max 24%Min 4%Avg 11%
Pylon
Current 7%Max 13%Min 7%Avg 9%
Kustomer
Current 2%Max 17%Min 0%Avg 8%

Non-brand citation influence

When the brand was not cited, share of citations that were competitor-owned vs third-party.

Third-party share
Current 85%Max 86%Min 41%Avg 74%
Competitor-owned share
Current 15%Max 59%Min 14%Avg 26%

Brand citation share by context

Brand-owned share of citations within each context slice.

Context

By intent

Context

Brand-aware
Current 57%Max 68%Min 23%Avg 50%
Problem-aware
Current 1%Max 57%Min 0%Avg 9%
Tactical / how-to
Current 2%Max 25%Min 0%Avg 9%
Diagnostic
Current 2%Max 40%Min 0%Avg 8%
Transactional / vendor selection
Current 4%Max 14%Min 4%Avg 7%
Comparison
Current 2%Max 7%Min 0%Avg 3%
Educational
Current 0%Max 4%Min 0%Avg 1%

Brand citation share by provider

Brand-owned citation share in each provider’s answers.

ChatGPT
Current 27%Max 35%Min 14%Avg 27%
Google AI Overview
Current 19%Max 19%Min 19%Avg 19%
Claude
Current 10%Max 23%Min 5%Avg 11%
Gemini
Current 12%Max 12%Min 4%Avg 9%
Perplexity
Current 10%Max 10%Min 1%Avg 5%

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