{{ domain.value }}
About en.wikipedia.org (Charity & Non-profit)
This page provides details about en.wikipedia.org (Charity & Non-profit) which was ranked #6 out of 131 in the list of sources (9 citations (3.6% share)) in answers from AI models (OpenAI ChatGPT Latest) when they were asked the following 1 question: "What does the Customer Support industry look like right now? Identify the dominant market leaders and brands, best products and services, key companies and providers, influential figures and thought leaders, emerging startups and trends, major conferences and events, active professional communities, and the top publications and media that cover this industry." on Dec 30, 2025 by AI Chat Watch. This source is referenced for brands: SurveyMonkey.
Used by AI Models
| Model | Voice | Position | Citations |
|---|---|---|---|
|
|
{{ getInfluenceForBot(bot.id) }} | {{ getPositionForBot(bot.id) }} | {{ getMentionsForBot(bot.id) }} |
Pages from en.wikipedia.org (8 links)
| URL Path | Citations | Position |
|---|---|---|
| /wiki/Customer_service | 1 | 1 |
| /wiki/Call_centre | 1 | 2 |
| /wiki/Generative_artificial_intelligence | 2 | 3 |
| /wiki/Customer_satisfaction | 1 | 55 |
| /wiki/Net_promoter_score | 1 | 56 |
| /wiki/Omnichannel | 1 | 63 |
| /wiki/Customer_retention | 1 | 65 |
| /wiki/Business_process_outsourcing | 1 | 66 |
Brands Referenced By This Website (1 brand)
| Brand | Voice | Mentions |
|---|---|---|
|
|
0.8% | 3 |
Citations from AI Responses
OpenAI ChatGPT Latest
(9 citations)
What does the Customer Support industry look like right now? Identify the dominant market leaders and brands, best products and services, key companies and providers, influential figures and thought leaders, emerging startups and trends, major conferences and events, active professional communities, and the top publications and media that cover this industry.
[...] rn helpdesks, and (2) **generative AI** copilots/agents layered onto workflows and knowledge. The market is now shaped by a few large “platform” suites (CRM + service + data + AI), a set of dominant best‑of‑breed support tools, and a growing layer of AI automation vendors. Key concepts referenced: [Customer service](https://en.wikipedia.org/wiki/Customer_service), [Customer experience (CX)](https://en.wikipedia.org/wiki/Customer_experience), [Contact center](https://en.wikipedia.org/wiki/Call_centre), [Contact center as a service (CCaaS)](https://en.wikipedia.org/wiki/Contact_center_as_a_service), [Generative artificial intelligence](https://en.wikipedia.o [...]
[...] ites (CRM + service + data + AI), a set of dominant best‑of‑breed support tools, and a growing layer of AI automation vendors. Key concepts referenced: [Customer service](https://en.wikipedia.org/wiki/Customer_service), [Customer experience (CX)](https://en.wikipedia.org/wiki/Customer_experience), [Contact center](https://en.wikipedia.org/wiki/Call_centre), [Contact center as a service (CCaaS)](https://en.wikipedia.org/wiki/Contact_center_as_a_service), [Generative artificial intelligence](https://en.wikipedia.org/wiki/Generative_artificial_intelligence) --- ## Dominant market leaders & major brands (by category) ### 1) Helpdesk / Customer suppor [...]
[...] mer service](https://en.wikipedia.org/wiki/Customer_service), [Customer experience (CX)](https://en.wikipedia.org/wiki/Customer_experience), [Contact center](https://en.wikipedia.org/wiki/Call_centre), [Contact center as a service (CCaaS)](https://en.wikipedia.org/wiki/Contact_center_as_a_service), [Generative artificial intelligence](https://en.wikipedia.org/wiki/Generative_artificial_intelligence) --- ## Dominant market leaders & major brands (by category) ### 1) Helpdesk / Customer support platforms (ticketing + omnichannel + self‑service) These are the most common “systems of record” for support teams: - [Zendesk](https://www.zendesk.com/) - [Salesforce Service Cloud](https://www.sa [...]
[...] ://www.gartner.com/) - [Forrester](https://www.forrester.com/) --- ## Emerging trends shaping the industry right now 1) **AI copilots for agents** (drafting replies, summarizing, routing, knowledge suggestions) and **agentic automation** (AI handling full resolutions with guardrails). (Concept: [Generative artificial intelligence](https://en.wikipedia.org/wiki/Generative_artificial_intelligence)) 2) **Messaging-first omnichannel** (chat, SMS, social, WhatsApp) integrated with voice—not separate queues. (Concept: [Omnichannel](https://en.wikipedia.org/wiki/Omnichannel)) 3) **Knowledge as infrastructure**: moving from ad-hoc articles to operational knowledge programs like **KCS**. (Fram [...]
[...] oC) / surveys (often owned by CX teams but heavily used by Support) - [Qualtrics](https://www.qualtrics.com/) - [Medallia](https://www.medallia.com/) - [SurveyMonkey](https://www.surveymonkey.com/) Common metrics concepts referenced: [CSAT](https://en.wikipedia.org/wiki/Customer_satisfaction), [Net Promoter Score (NPS)](https://en.wikipedia.org/wiki/Net_promoter_score), [Customer Effort Score (CES)](https://en.wikipedia.org/wiki/Customer_Effort_Score) --- ## Influential figures & thought leaders (widely cited in support/CX) - [Shep Hyken](https://hyken.com/) - [Jeff Toister](https://www.toistersolutions.com/) - [Blake Morgan](https://www.blakemorgan.com/) [...]
[...] ntic automation** (AI handling full resolutions with guardrails). (Concept: [Generative artificial intelligence](https://en.wikipedia.org/wiki/Generative_artificial_intelligence)) 2) **Messaging-first omnichannel** (chat, SMS, social, WhatsApp) integrated with voice—not separate queues. (Concept: [Omnichannel](https://en.wikipedia.org/wiki/Omnichannel)) 3) **Knowledge as infrastructure**: moving from ad-hoc articles to operational knowledge programs like **KCS**. (Framework: [KCS Academy](https://www.kcsacademy.org/)) 4) **Support as a revenue protector**: stronger linkage to retention/expansion and to product feedback loops (Support → Produ [...]
[...] edge as infrastructure**: moving from ad-hoc articles to operational knowledge programs like **KCS**. (Framework: [KCS Academy](https://www.kcsacademy.org/)) 4) **Support as a revenue protector**: stronger linkage to retention/expansion and to product feedback loops (Support → Product). (Concept: [Customer retention](https://en.wikipedia.org/wiki/Customer_retention)) 5) **Operational excellence / cost pressure**: BPO usage, deflection, automation, and tighter WFM/QA instrumentation. (Concept: [Business process outsourcing](https://en.wikipedia.org/wiki/Business_process_outsourcing)) 6) **Security, privacy, and compliance** pressures as more customer data [...]
[...] onger linkage to retention/expansion and to product feedback loops (Support → Product). (Concept: [Customer retention](https://en.wikipedia.org/wiki/Customer_retention)) 5) **Operational excellence / cost pressure**: BPO usage, deflection, automation, and tighter WFM/QA instrumentation. (Concept: [Business process outsourcing](https://en.wikipedia.org/wiki/Business_process_outsourcing)) 6) **Security, privacy, and compliance** pressures as more customer data flows into AI tools. (Concept: [General Data Protection Regulation (GDPR)](https://gdpr.eu/)) --- ## Major conferences & events (where the industry meets) - [Customer Contact Week (CCW) Las Vegas](https://www.customercon [...]
[...] [CallMiner](https://callminer.com/) ### Voice of Customer (VoC) / surveys (often owned by CX teams but heavily used by Support) - [Qualtrics](https://www.qualtrics.com/) - [Medallia](https://www.medallia.com/) - [SurveyMonkey](https://www.surveymonkey.com/) Common metrics concepts referenced: [CSAT](https://en.wikipedia.org/wiki/Customer_satisfaction), [Net Promoter Score (NPS)](https://en.wikipedia.org/wiki/Net_promoter_score), [Customer Effort Score (CES)](https://en.wikipedia.org/wiki/Customer_Effort_Score) --- ## Influential figures & thought leaders (widely cited in support/CX) - [Shep Hyken](https://hyken.com/) - [Jeff Toister](https: [...]