This page provides details about ServiceNow (organization,product) which was ranked #17 out of 175 in the list of brands (13 mentions (2.8% share)) in answers from AI models (Anthropic Claude Sonnet (latest), OpenAI ChatGPT Latest, X.AI Grok (latest)) when they were asked the following 3 questions: "If I'm looking to get into Customer Support, who and what should I know about? Include the most trusted brands, recommended products and services, reputable companies and providers, influential experts and reviewers to follow, helpful communities and resources, important events and conferences, notable startups disrupting the space, and key publications and media channels to stay informed.", "What are the best Customer Support options available today? Please provide a comprehensive overview including: the leading brands and products, top companies and service providers, recognized experts and thought leaders, promising startups and new market entrants, major industry events and conferences, active communities and forums, and influential publications and media covering this space.", "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.
If I'm looking to get into Customer Support, who and what should I know about? Include the most trusted brands, recommended products and services, reputable companies and providers, influential experts and reviewers to follow, helpful communities and resources, important events and conferences, notable startups disrupting the space, and key publications and media channels to stay informed.
[...] Support team productivity tools
- **[Fullview](https://www.fullview.io/)** - Cobrowsing and session replay for support
## 🛠️ Essential Tools by Category
### Helpdesk Ticketing Systems
- **[Jira Service Management](https://www.atlassian.com/software/jira/service-management)** - ITSM solution
- **[ServiceNow](https://www.servicenow.com/)** - Enterprise service management
- **[Kayako](https://www.kayako.com/)** - Customer service software
### Customer Feedback & Survey Tools
- **[Qualtrics](https://www.qualtrics.com/)** - Experience management platform
- **[SurveyMonkey](https://www.surveymonkey.com/)* [...]
December 30, 2025
What are the best Customer Support options available today? Please provide a comprehensive overview including: the leading brands and products, top companies and service providers, recognized experts and thought leaders, promising startups and new market entrants, major industry events and conferences, active communities and forums, and influential publications and media covering this space.
[...] mnichannel service (core system of record)
- [Zendesk](https://www.zendesk.com) – broad help desk + messaging + knowledge + marketplace ecosystem
- [Salesforce Service Cloud](https://www.salesforce.com/products/service-cloud/overview/) – enterprise service platform tightly tied to Salesforce
- [ServiceNow Customer Service Management](https://www.servicenow.com/products/customer-service-management.html) – strong for enterprise workflows and service operations
- [Freshdesk (Freshworks)](https://www.freshworks.com/freshdesk/) – popular SMB/mid-market help desk suite
- [HubSpot Service Hub](https:// [...]
December 30, 2025
[...] en.com) (membership community for support leaders/practitioners)
- Product communities (useful for implementation and operations):
- [Zendesk Community](https://support.zendesk.com/hc/en-us/community/topics)
- [Salesforce Trailblazer Community](https://trailblazercommunitygroups.com)
- [ServiceNow Community](https://www.servicenow.com/community/)
- [Freshworks Community](https://community.freshworks.com)
- [HubSpot Community](https://community.hubspot.com)
- Broad public forums:
- [Reddit r/customerservice](https://www.reddit.com/r/customerservice/)
- [Reddit r/CustomerSuccess] [...]
December 30, 2025
[...] lus a KB like [Document360](https://document360.com) or [Notion](https://www.notion.com)
- **Ecommerce with heavy order inquiries:** [Gorgias](https://www.gorgias.com)
- **Enterprise + complex workflows:** [Salesforce Service Cloud](https://www.salesforce.com/products/service-cloud/overview/), [ServiceNow CSM](https://www.servicenow.com/products/customer-service-management.html), or [Microsoft Dynamics 365 Customer Service](https://www.microsoft.com/en-us/dynamics-365/products/customer-service)
- **Contact center transformation (voice + digital at scale):** [NICE CXone](https://www.nice.com/produc [...]
December 30, 2025
If I'm looking to get into Customer Support, who and what should I know about? Include the most trusted brands, recommended products and services, reputable companies and providers, influential experts and reviewers to follow, helpful communities and resources, important events and conferences, notable startups disrupting the space, and key publications and media channels to stay informed.
[...] s.com/best-practice-solutions/itil)
## 2) Most-used tools & platforms to know (by category)
### Help desk / customer service platforms (ticketing + omnichannel)
- [Zendesk](https://www.zendesk.com/)
- [Salesforce Service Cloud](https://www.salesforce.com/products/service-cloud/overview/)
- [ServiceNow Customer Service Management](https://www.servicenow.com/products/customer-service-management.html)
- [Freshdesk (Freshworks)](https://www.freshworks.com/freshdesk/)
- [Help Scout](https://www.helpscout.com/)
- [Intercom](https://www.intercom.com/)
- [Jira Service Management (Atlassian)](htt [...]
December 30, 2025
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.
[...] forms (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.salesforce.com/products/service-cloud/overview/) (part of [Salesforce](https://www.salesforce.com/))
- [ServiceNow Customer Service Management (CSM)](https://www.servicenow.com/products/customer-service-management.html) (part of [ServiceNow](https://www.servicenow.com/))
- [Microsoft Dynamics 365 Customer Service](https://www.microsoft.com/en-us/dynamics-365/products/customer-service) (part of [Microsoft](htt [...]
December 30, 2025
[...] ttps://www.zendesk.com/)
- [Salesforce Service Cloud](https://www.salesforce.com/products/service-cloud/overview/) (part of [Salesforce](https://www.salesforce.com/))
- [ServiceNow Customer Service Management (CSM)](https://www.servicenow.com/products/customer-service-management.html) (part of [ServiceNow](https://www.servicenow.com/))
- [Microsoft Dynamics 365 Customer Service](https://www.microsoft.com/en-us/dynamics-365/products/customer-service) (part of [Microsoft](https://www.microsoft.com/))
- [Freshdesk](https://www.freshworks.com/freshdesk/) (part of [Freshworks](https://www.freshworks. [...]
December 30, 2025
[...] s](https://www.gorgias.com/)
- **Enterprise service suite + CRM + field/service processes:** [Salesforce Service Cloud](https://www.salesforce.com/products/service-cloud/overview/), [Microsoft Dynamics 365 Customer Service](https://www.microsoft.com/en-us/dynamics-365/products/customer-service), [ServiceNow CSM](https://www.servicenow.com/products/customer-service-management.html), [SAP Service Cloud](https://www.sap.com/products/crm/service-cloud.html) (part of [SAP](https://www.sap.com/))
- **Large-scale omnichannel contact center:** [Genesys Cloud](https://www.genesys.com/platform), [NICE CXone]( [...]
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.
[...] rs. [Intercom](https://www.intercom.com/).
- **HubSpot Service Hub**: Free tier for SMBs, integrates with marketing/sales CRM. [HubSpot Service Hub](https://www.hubspot.com/products/service).
- **Genesys Cloud CX**: Cloud contact center for voice/AI routing. [Genesys](https://www.genesys.com/).
- **ServiceNow Customer Service Management**: ITIL-aligned for enterprise workflows. [ServiceNow CSM](https://www.servicenow.com/products/customer-service-management.html).
**Analyst Validation**:
- [Gartner Magic Quadrant for CRM Customer Engagement Center 2023](https://www.gartner.com/en/documents/4023452) (le [...]
December 30, 2025
[...] r SMBs, integrates with marketing/sales CRM. [HubSpot Service Hub](https://www.hubspot.com/products/service).
- **Genesys Cloud CX**: Cloud contact center for voice/AI routing. [Genesys](https://www.genesys.com/).
- **ServiceNow Customer Service Management**: ITIL-aligned for enterprise workflows. [ServiceNow CSM](https://www.servicenow.com/products/customer-service-management.html).
**Analyst Validation**:
- [Gartner Magic Quadrant for CRM Customer Engagement Center 2023](https://www.gartner.com/en/documents/4023452) (leaders: Salesforce, Microsoft Dynamics 365, Genesys, NICE).
- [Forrester Wave: Cust [...]