Freshdesk
www.freshworks.com/freshdesk/omni/ · Customer service software
Track how visibility, competitor wins, citations, and personas change across audits.
Headline visibility over time
Brand visibility, Organic discovery, Brand share of voice, and Owned citations across published audits.
Appearance by discovery bucket
How often the brand appeared in each discovery path (organic, competitor-led, prompted, category-led organic, and unbranded where available).
Organic appearance by provider
When buyers did not name your brand, how often each AI provider mentioned you across audits.
Appearance by intent
Brand appearance rate across buyer intents.
Displacement by intent
Share of brand-absent conversations where competitors displaced the brand, by intent.
Appearance by response mode
Brand appearance rate by how the assistant framed the answer.
Organic appearance by persona
When buyers did not name your brand, how often your brand appeared for each buyer persona across audits.
Top displacing competitors
Share of brand-absent conversations where each competitor surfaced, ranked by average displacement rate across audits.
Non-brand citation influence
When the brand was not cited, share of citations that were competitor-owned vs third-party.
Brand citation share by context
Brand-owned share of citations within each context slice.
Brand citation share by provider
Brand-owned citation share in each provider’s answers.