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About zendesk.com (Tech Companies)
This page provides details about zendesk.com (Tech Companies) which was ranked #1 out of 230 in the list of sources (52 citations (15.1% share)) in answers from AI models (Perplexity Sonar (with search) (latest),
Anthropic Claude Sonnet (latest),
OpenAI ChatGPT Latest,
Google Gemini Flash (latest),
X.AI Grok (latest)) when they were asked the following 3 questions: "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.", "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 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: Zendesk, Freshdesk, Intercom, Help Scout, Zendesk Relate +11 more.
Used by AI Models
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Pages from zendesk.com (11 links)
| URL Path | Citations | Position |
|---|---|---|
| zendesk.com | 0 | N/A |
| /service/customer-service | 1 | 1 |
| /blog/customer-satisfaction-score-csat | 28 | 2.5 |
| /blog/customer-service-statistics | 13 | 5 |
| /platform/sunshine-platform | 1 | 21 |
| /service/help-center | 1 | 38 |
| /customer-service-institute | 1 | 62 |
| /events | 1 | 77 |
| /relate | 4 | 88.8 |
| /customer-experience-trends | 1 | 139 |
| /blog | 1 | 150 |
Brands Referenced By This Website (16 brands)
| Brand | Voice | Mentions |
|---|---|---|
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100% | 101 |
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20.7% | 55 |
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8.6% | 28 |
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8.2% | 20 |
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3.2% | 26 |
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1.5% | 8 |
| Intercom Blog | 1.2% | 11 |
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1.2% | 8 |
| Zendesk Blog | 0.9% | 8 |
| Zendesk Community | 0.4% | 4 |
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0% | 2 |
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0% | 2 |
| Zendesk Certification | 0% | 1 |
| The Zendesk Blog | 0% | 1 |
| Zendesk Customer Experience Trends Report | 0% | 1 |
| Customer Support Career Guide | 0% | 1 |
Citations from AI Responses
Perplexity Sonar (with search) (latest)
(7 citations)
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.
[...] rd](https://www.textmagic.com/blog/best-customer-service-companies/)[50+ Customer Support Statistics & Trends for 2025 - Pylon](https://www.usepylon.com/blog/50-customer-support-statistics-trends-for-2025) Convin: [Convin](https://convin.ai/) Pylon: [Pylon](https://www.usepylon.com/) Zendesk: [Zendesk](https://www.zendesk.com/) (cited in trends via [Pylon stats](https://www.usepylon.com/blog/50-customer-support-statistics-trends-for-2025)). Trends emphasize **live chat** (preferred by 41% of consumers), **AI autonomy** (resolving 80% of issues), and **voice AI** for call centers.[50+ Customer Support Statistics & Trends [...]
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.
[...] ing in AI and CX tools: - **Zendesk**: Frequently cited for benchmarks, AI copilots, and voice AI leadership; 90% of CX trendsetters see their tools as key for AI adoption.[92 customer service statistics you need to know in 2025 - Zendesk](https://www.zendesk.com/blog/customer-service-statistics/) (https://www.zendesk.com) - **Salesforce**: Noted for self-service solutions, with 80% of high-performers offering them vs. 56% of low-performers.[50+ Customer Support Statistics & Trends for 2025 - Pylon](https://www.usepylon.com/blog/50-customer-support-statistics-trends-for-2025) (https://www.salesforce.com) - **Kayako* [...]
[...] , and scalability.[50+ Customer Support Statistics & Trends for 2025 - Pylon](https://www.usepylon.com/blog/50-customer-support-statistics-trends-for-2025)[Customer Service Trends for 2025 and 2026: What to Expect](https://theofficegurus.com/customer-service-trends-for-2025-and-2026-what-to-expect/)[92 customer service statistics you need to know in 2025 - Zendesk](https://www.zendesk.com/blog/customer-service-statistics/)[8 Key Customer Service trends for 2025 - DevRev](https://devrev.ai/blog/customer-service-trends)[50+ Customer Support Trends to Watch in 2025 - Helply](https://helply.com/blog/customer-support-trends-2025) ### Dominant Market Leaders and Brands Key leaders include established platforms heavily in [...]
[...] g/customer-support-trends-2025) ### Dominant Market Leaders and Brands Key leaders include established platforms heavily investing in AI and CX tools: - **Zendesk**: Frequently cited for benchmarks, AI copilots, and voice AI leadership; 90% of CX trendsetters see their tools as key for AI adoption.[92 customer service statistics you need to know in 2025 - Zendesk](https://www.zendesk.com/blog/customer-service-statistics/) (https://www.zendesk.com) - **Salesforce**: Noted for self-service solutions, with 80% of high-performers offering them vs. 56% of low-performers.[50+ Customer Support Statistics & Trends for 2025 - Pylon](https://www.usepylon.com/blog/50-customer-support-statistics-trends-for-2025) (https://www.s [...]
[...] omer-support-statistics-trends-for-2025)[35 Key Customer Service Industry Statistics & Benchmarks in 2025](https://www.answerconnect.com/blog/business-tips/customer-service-statistics-benchmarks/) - **Voice AI and copilots**: 60% of consumers want adoption; agents using them feel 20% more empowered.[92 customer service statistics you need to know in 2025 - Zendesk](https://www.zendesk.com/blog/customer-service-statistics/) - **Self-service portals**: Essential for deflection and instant resolutions.[50+ Customer Support Statistics & Trends for 2025 - Pylon](https://www.usepylon.com/blog/50-customer-support-statistics-trends-for-2025)[Customer Service Trends for 2025 and 2026: What to Expect](https://theofficegurus.c [...]
[...] anizational leaders rather than individuals: - **CX leaders and CEOs**: 70% see generative AI transforming value delivery (PwC); 80% plan CX investments (Zendesk).[50+ Customer Support Statistics & Trends for 2025 - Pylon](https://www.usepylon.com/blog/50-customer-support-statistics-trends-for-2025)[92 customer service statistics you need to know in 2025 - Zendesk](https://www.zendesk.com/blog/customer-service-statistics/) - **Gartner**, **McKinsey**, **PwC**, **Invesp**, **Salesforce**: Authoritative analysts shaping benchmarks.[50+ Customer Support Statistics & Trends for 2025 - Pylon](https://www.usepylon.com/blog/50-customer-support-statistics-trends-for-2025)[35 Key Customer Service Industry Statistics & Benchm [...]
[...] hmarks.[50+ Customer Support Statistics & Trends for 2025 - Pylon](https://www.usepylon.com/blog/50-customer-support-statistics-trends-for-2025)[35 Key Customer Service Industry Statistics & Benchmarks in 2025](https://www.answerconnect.com/blog/business-tips/customer-service-statistics-benchmarks/)[92 customer service statistics you need to know in 2025 - Zendesk](https://www.zendesk.com/blog/customer-service-statistics/) Deloitte Digital identifies trends like scaled AI adoption.[Customer Service Excellence 2025 - Deloitte Digital](https://www.deloittedigital.com/nl/en/insights/perspective/customer-service-excellence-2025.html) (https://www.deloittedigital.com) ### Emerging Startups and Trends **Trends**: - Auton [...]
Anthropic Claude Sonnet (latest)
(9 citations)
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.
[...] . **Customer Service Summit** - [https://customersummit.co](https://customersummit.co) - Annual customer service and experience event 43. **SupportDriven Expo** - [https://supportdriven.com](https://supportdriven.com) - Community-driven customer support conference 44. **Zendesk Relate** - [https://www.zendesk.com/relate/](https://www.zendesk.com/relate/) - Annual CX conference by Zendesk 45. **Intercom World Tour** - [https://www.intercom.com/events](https://www.intercom.com/events) - Customer engagement events 46. **Customer Response Summit** - [https://www.customerresponsesummit.com](https://www.customerresponsesummit.com) - Annual [...]
# Comprehensive Guide to Customer Support Solutions ## Leading Platforms and Software ### Enterprise Solutions 1. **Zendesk** - [https://www.zendesk.com](https://www.zendesk.com) - Industry-leading omnichannel support platform with ticketing, live chat, and knowledge base 2. **Salesforce Service Cloud** - [https://www.salesforce.com/service-cloud/](https://www.salesforce.com/service-cloud/) - AI-powered customer service platform integrated with CRM 3. **Freshdes [...]
[...] /www.cxpa.org) - Global non-profit for CX professionals 56. **Society of Consumer Affairs Professionals (SOCAP)** - [https://www.socap.org](https://www.socap.org) - Association for customer care professionals ## Publications & Media ### Blogs & Online Publications 57. **Zendesk Blog** - [https://www.zendesk.com/blog/](https://www.zendesk.com/blog/) - Customer service insights and best practices 58. **Intercom Blog** - [https://www.intercom.com/blog](https://www.intercom.com/blog) - Customer engagement and support content 59. **Help Scout Blog** - [https://www.helpscout.com/blog/](https://www.helpscout.com/blog/) - Customer serv [...]
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.
[...] ontact Week)](https://www.customercontactweekdigital.com/)** - Las Vegas - Largest customer contact event - **[Customer Contact West](https://www.customercontactwest.com/)** - California - Regional CX event - **[Support Driven Expo](https://supportdriven.com/expo/)** - Annual support conference - **[Zendesk Relate](https://www.zendesk.com/relate/)** - Customer experience conference - **[ICMI Contact Center Expo](https://www.icmi.com/conference)** - Industry training and networking - **[CustomerServ](https://www.customerservconference.com/)** - Customer service conference - **[The Forrester CX Summit](https://www.forrester.com/event/cx/)** - [...]
[...] **[Remote.co](https://remote.co/)** - Remote customer service positions - **[Customer Success Jobs](https://www.customersuccessjobs.com/)** - CS-specific job listings ### Career Development - **[The Support Career Path](https://www.helpscout.com/blog/support-career-path/)** - Help Scout guide - **[Customer Support Career Guide](https://www.zendesk.com/blog/customer-support-career-path/)** - Zendesk resource ## 📱 Social Media & Newsletters ### Twitter Accounts to Follow - **[@Zendesk](https://twitter.com/Zendesk)** - Customer service insights - **[@HelpScout](https://twitter.com/helpscout)** - Support tips and content - **[@Intercom](https://twitter.com/intercom)** - Customer m [...]
[...] m/en/customer-service-support)** - Magic quadrants and industry analysis - **[Forrester Customer Service Research](https://www.forrester.com/research/customer-service/)** - CX research and reports - **[IDC](https://www.idc.com/)** - Market intelligence and analysis ### Annual Reports to Follow - **[Zendesk Customer Experience Trends Report](https://www.zendesk.com/customer-experience-trends/)** - Annual CX trends - **[State of Customer Service Report](https://www.hubspot.com/state-of-service)** by HubSpot - **[Salesforce State of Service Report](https://www.salesforce.com/resources/research-reports/state-of-service/)** - Service trends and insights - **[Microsoft Global State of Custom [...]
# Comprehensive Guide to Getting Into Customer Support ## 🏢 Most Trusted Brands & Industry Leaders ### Enterprise Customer Support Platforms - **[Zendesk](https://www.zendesk.com/)** - Industry-leading customer service software and support ticketing system - **[Salesforce Service Cloud](https://www.salesforce.com/products/service-cloud/overview/)** - Comprehensive CRM with robust support capabilities - **[Freshdesk](https://www.freshdesk.com/)** (by Freshworks) - Popular clo [...]
[...] s://www.cxnetwork.com/cx-experience/)** - CX insights and trends - **[MyCustomer](https://www.mycustomer.com/)** - Customer experience and engagement resource - **[Contact Center Pipeline](https://www.contactcenterpipeline.com/)** - Contact center industry magazine ### Blogs & Online Resources - **[The Zendesk Blog](https://www.zendesk.com/blog/)** - Customer service trends and tips - **[Intercom Blog](https://www.intercom.com/blog/)** - Customer communication insights - **[Help Scout Blog](https://www.helpscout.com/blog/)** - Customer service content - **[HubSpot Service Blog](https://blog.hubspot.com/service)** - Customer success and sup [...]
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.
# Customer Support Industry Overview 2024 ## Market Leaders & Dominant Brands ### **Zendesk** - [https://www.zendesk.com](https://www.zendesk.com) One of the largest customer service platforms, publicly traded, serving over 100,000 customers globally. Offers omnichannel support, AI-powered automation, and comprehensive ticketing systems. ### **Salesforce Service Cloud** - [https://www.salesforce.com/service-cloud/](https://www.salesforce.co [...]
OpenAI ChatGPT Latest
(16 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.
[...] stomer-service-support-us) (by [Gartner](https://www.gartner.com/)) - [Dreamforce](https://www.salesforce.com/dreamforce/) (by [Salesforce](https://www.salesforce.com/)) - [ServiceNow Knowledge](https://www.servicenow.com/events/knowledge.html) (by [ServiceNow](https://www.servicenow.com/)) - [Zendesk Relate](https://www.zendesk.com/relate/) (by [Zendesk](https://www.zendesk.com/)) - [Qualtrics X4](https://www.qualtrics.com/x4/) (by [Qualtrics](https://www.qualtrics.com/)) - [NICE Interactions](https://www.nice.com/company/nice-interactions) (by [NICE](https://www.nice.com/)) - [Genesys Xperience](https://www.genesys.com/company [...]
[...] al 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.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 [...]
[...] ://www.taskus.com/) - [Genpact](https://www.genpact.com/) - [WNS](https://www.wns.com/) --- ## “Best” products & services (what they’re best *for*) Because “best” depends heavily on channel mix, scale, and systems, here’s how buyers commonly shortlist: - **Mid‑market helpdesk + fast setup:** [Zendesk](https://www.zendesk.com/), [Freshdesk](https://www.freshworks.com/freshdesk/), [Help Scout](https://www.helpscout.com/) - **B2B SaaS messaging + automation workflows:** [Intercom](https://www.intercom.com/) - **Ecommerce support tied to Shopify-type workflows:** [Gorgias](https://www.gorgias.com/) - **Enterprise serv [...]
[...] artner.com/)) - [Dreamforce](https://www.salesforce.com/dreamforce/) (by [Salesforce](https://www.salesforce.com/)) - [ServiceNow Knowledge](https://www.servicenow.com/events/knowledge.html) (by [ServiceNow](https://www.servicenow.com/)) - [Zendesk Relate](https://www.zendesk.com/relate/) (by [Zendesk](https://www.zendesk.com/)) - [Qualtrics X4](https://www.qualtrics.com/x4/) (by [Qualtrics](https://www.qualtrics.com/)) - [NICE Interactions](https://www.nice.com/company/nice-interactions) (by [NICE](https://www.nice.com/)) - [Genesys Xperience](https://www.genesys.com/company/events) (by [Genesys](https://www.genes [...]
[...] over Customer Support - [ICMI Blog](https://www.icmi.com/resources) (by [ICMI](https://www.icmi.com/)) - [CMSWire](https://www.cmswire.com/) - [CustomerThink](https://customerthink.com/) - [CX Network](https://www.cxnetwork.com/) - [Call Centre Helper](https://www.callcentrehelper.com/) - [Zendesk Blog](https://www.zendesk.com/blog/) (by [Zendesk](https://www.zendesk.com/)) - [Intercom Blog](https://www.intercom.com/blog/) (by [Intercom](https://www.intercom.com/)) - [Gartner Insights](https://www.gartner.com/en/insights) (by [Gartner](https://www.gartner.com/)) - [Forrester Blogs](https://www.forrester.com/blogs/) (by [ [...]
[...] mi.com/resources) (by [ICMI](https://www.icmi.com/)) - [CMSWire](https://www.cmswire.com/) - [CustomerThink](https://customerthink.com/) - [CX Network](https://www.cxnetwork.com/) - [Call Centre Helper](https://www.callcentrehelper.com/) - [Zendesk Blog](https://www.zendesk.com/blog/) (by [Zendesk](https://www.zendesk.com/)) - [Intercom Blog](https://www.intercom.com/blog/) (by [Intercom](https://www.intercom.com/)) - [Gartner Insights](https://www.gartner.com/en/insights) (by [Gartner](https://www.gartner.com/)) - [Forrester Blogs](https://www.forrester.com/blogs/) (by [Forrester](https://www.forrester.com/)) [...]
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.
## 1) Core concepts (the “language” of Customer Support) - **Customer support / customer service** basics and workflows (tickets, triage, escalation): [Zendesk – Customer service](https://www.zendesk.com/service/customer-service/) - Key metrics you’ll hear constantly: - **CSAT** (Customer Satisfaction): [Zendesk – CSAT](https://www.zendesk.com/blog/customer-satisfaction-score-csat/) - **NPS** (Net Promoter Score): [Bain & Company – NPS](https://www.bain.com/consulting-services/customer-strategy-marketing/net-promote [...]
[...] e concepts (the “language” of Customer Support) - **Customer support / customer service** basics and workflows (tickets, triage, escalation): [Zendesk – Customer service](https://www.zendesk.com/service/customer-service/) - Key metrics you’ll hear constantly: - **CSAT** (Customer Satisfaction): [Zendesk – CSAT](https://www.zendesk.com/blog/customer-satisfaction-score-csat/) - **NPS** (Net Promoter Score): [Bain & Company – NPS](https://www.bain.com/consulting-services/customer-strategy-marketing/net-promoter-system/) - **CES** (Customer Effort Score): [Qualtrics – Customer Effort Score](https://www.qualtrics.com/experience-management/customer/customer-effort- [...]
[...] ations & service management foundations (useful especially for B2B/IT-style support): - **ITIL**: [AXELOS – ITIL](https://www.axelos.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: [...]
[...] pportdriven.com/) (community + resources for support pros) - [CXPA](https://www.cxpa.org/) (CX community; useful as you move into CX/VoC leadership) - [HDI](https://www.thinkhdi.com/) (support/service management community) - Hands-on playbooks & blogs (tactical and widely referenced): - [Zendesk Blog](https://www.zendesk.com/blog/) - [Intercom Blog](https://www.intercom.com/blog) - [Help Scout Blog](https://www.helpscout.com/blog/) - [Freshworks Blog](https://www.freshworks.com/blog/) - [Atlassian – Jira Service Management resources](https://www.atlassian.com/software/jira/service-management/resources) ## [...]
[...] - Management-level perspective (often relevant for service leadership): - [Harvard Business Review](https://hbr.org/) --- ## 10) A simple “what to learn first” path (if you’re entering the field) 1) Learn ticketing fundamentals + writing skills using one mainstream platform’s free materials: [Zendesk](https://www.zendesk.com/) or [Help Scout](https://www.helpscout.com/). 2) Get comfortable with core KPIs (CSAT/NPS/CES) and SLAs using the primers above: [Zendesk CSAT](https://www.zendesk.com/blog/customer-satisfaction-score-csat/), [Bain NPS](https://www.bain.com/consulting-services/customer-strategy-marketing/net-prom [...]
[...] path (if you’re entering the field) 1) Learn ticketing fundamentals + writing skills using one mainstream platform’s free materials: [Zendesk](https://www.zendesk.com/) or [Help Scout](https://www.helpscout.com/). 2) Get comfortable with core KPIs (CSAT/NPS/CES) and SLAs using the primers above: [Zendesk CSAT](https://www.zendesk.com/blog/customer-satisfaction-score-csat/), [Bain NPS](https://www.bain.com/consulting-services/customer-strategy-marketing/net-promoter-system/), [Qualtrics CES](https://www.qualtrics.com/experience-management/customer/customer-effort-score/), [Atlassian SLA](https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-mana [...]
[...] ect](https://aws.amazon.com/connect/) - [Twilio Flex](https://www.twilio.com/flex) - SMB-friendly voice: - [Aircall](https://aircall.io/) - [RingCentral](https://www.ringcentral.com/) - [Dialpad](https://www.dialpad.com/) ### Knowledge base / help center (deflection + self-serve) - [Zendesk Help Center](https://www.zendesk.com/service/help-center/) - [Intercom Help Center](https://www.intercom.com/help-center) - [Help Scout Docs](https://www.helpscout.com/knowledge-base/) - Standalone options: - [Document360](https://document360.com/) - [Atlassian Confluence](https://www.atlassian.com/software/confluence) - [Notion](https://w [...]
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.
[...] pedia.org/wiki/Call_centre). Below is a comprehensive map of the main options, with leading vendors, providers, experts, events, communities, and media. --- ## 1) Leading software brands & products (by common use case) ### A) Help desk / ticketing + omnichannel 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/cu [...]
[...] s) - [CMSWire](https://www.cmswire.com) (often covers customer experience, service, and related tech) - [CustomerThink](https://customerthink.com) - [CX Network](https://www.cxnetwork.com) - Research + practitioner content from vendors (useful but biased; still high-signal for tactics): - [Zendesk Blog](https://www.zendesk.com/blog/) - [Intercom Blog](https://www.intercom.com/blog) - [Help Scout Blog](https://www.helpscout.com/blog/) --- ## Picking the “best” option for your situation (fast heuristic) - **SMB wanting quick setup:** [Freshdesk](https://www.freshworks.com/freshdesk/), [Help Scout](https://www.helpscout [...]
[...] [Intercom Blog](https://www.intercom.com/blog) - [Help Scout Blog](https://www.helpscout.com/blog/) --- ## Picking the “best” option for your situation (fast heuristic) - **SMB wanting quick setup:** [Freshdesk](https://www.freshworks.com/freshdesk/), [Help Scout](https://www.helpscout.com), [Zendesk](https://www.zendesk.com) - **SaaS with strong in-app support needs:** [Intercom](https://www.intercom.com), plus 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:** [S [...]
Google Gemini Flash (latest)
(4 citations)
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.
[...] sed on helping people grow their careers in CX. * **[HubSpot Academy](https://academy.hubspot.com/courses/customer-service)**: Offers free, reputable certification courses in Customer Service. ### 4. Important Events & Conferences Networking at these events can lead directly to job offers. * **[Zendesk Relate](https://www.zendesk.com/relate/)**: A massive annual conference focused on the future of AI and service. * **[Customer Contact Week (CCW)](https://www.customercontactweek.com/)**: One of the world’s largest customer contact event series. * **[Support Driven Expo](https://www.supportdriven.com/expo)**: A smaller, more intimate [...]
[...] f modern service philosophies. Here is a comprehensive guide to the key players, tools, and resources in the industry. ### 1. Trusted Software Brands & Platforms Modern support is "omnichannel," meaning companies use specialized software to track conversations across email, chat, and phone. * **[Zendesk](https://www.zendesk.com/)**: The industry standard for enterprise-level ticketing systems. * **[Intercom](https://www.intercom.com/)**: A leader in AI-driven chat and proactive customer engagement. * **[Freshdesk](https://freshworks.com/freshdesk/)**: A popular, user-friendly alternative to Zendesk for small-to-medium [...]
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.
[...] driven by AI, omnichannel integration, and proactive service. Below is a comprehensive guide to the current landscape of the customer support industry. ### 1. Leading Software Brands and Products These platforms provide the infrastructure for ticketing, live chat, and knowledge management. * **[Zendesk](https://www.zendesk.com):** The industry standard for enterprise-grade omnichannel support. * **[Salesforce Service Cloud](https://www.salesforce.com/products/service-cloud/overview/):** A powerful CRM-integrated support platform for large organizations. * **[Freshdesk](https://www.freshworks.com/freshdesk/):** An int [...]
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 driven by Generative AI and a shift toward proactive, rather than reactive, service. ### 1. Dominant Market Leaders and Brands The market is divided between traditional CRM giants and legacy helpdesk providers. * **Zendesk**: The market leader for mid-market and enterprise helpdesk solutions. [Zendesk Official Site](https://www.zendesk.com) * **Salesforce Service Cloud**: The dominant force for large enterprises requiring deep CRM integration. [Salesforce Service Cloud](https://www.salesforce.com/products/service-cloud/overview/) * **Freshworks (Freshdesk)**: A primary competitor to Zendesk, known for ease of use. [Freshdesk](htt [...]
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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.
[...] ps://www.g2.com/categories/customer-service), [Capterra's Customer Service Software](https://www.capterra.com/customer-service-software/), and [Gartner's CRM Customer Engagement Center Magic Quadrant](https://www.gartner.com/reviews/market/crm-customer-engagement-center), top products include: - **[Zendesk](https://www.zendesk.com/)**: Comprehensive suite with AI-powered bots (Answer Bot), ticketing, and analytics; leader in G2 and Gartner. - **[Intercom](https://www.intercom.com/)**: Focuses on conversational support, Fin AI agent, and product tours; excels in proactive engagement. - **[Freshworks Freshdesk](https://www.fres [...]
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.
[...] own for reliability, scalability, and positive reviews on sites like G2 [G2 Crowd](https://www.g2.com/categories/customer-service) and Capterra [Capterra](https://www.capterra.com/customer-service-software/): - **Zendesk**: A leader in omnichannel support with ticketing, AI bots, and self-service. [Zendesk](https://www.zendesk.com/) - **Freshworks (Freshdesk)**: Affordable, user-friendly ticketing and automation for SMBs. [Freshworks Customer Service](https://www.freshworks.com/customer-service-software/) - **Intercom**: Focuses on conversational support with chatbots and targeted messaging. [Intercom](https://www.intercom.co [...]
[...] ormed Subscribe for news, case studies, and benchmarks: - **CMSWire**: CX, digital experience coverage. [CMSWire](https://www.cmswire.com/) - **CustomerThink**: Blogs from industry leaders. [CustomerThink](https://customerthink.com/) - **Zendesk Blog**: Trends, benchmarks (e.g., CX Trends Report) [Zendesk Blog](https://www.zendesk.com/blog/) - **Intercom Blog**: Product innovation insights. [Intercom Blog](https://www.intercom.com/blog/) - **Forrester Blogs/Reports**: Research on CX (e.g., Customer Experience Index). [Forrester CX](https://www.forrester.com/customer-experience/) - **Podcasts**: "The CX Cast" [CX Cast](https://thecxcas [...]
[...] adrant for CRM Customer Engagement Center](https://www.gartner.com/en/documents/4023565). ### Recommended Products and Services Essential tools for customer support pros include helpdesk software, knowledge bases, and productivity add-ons: - **Ticketing Systems**: Zendesk Sunshine (API platform) [Zendesk Sunshine](https://www.zendesk.com/platform/sunshine-platform/), Front [Front](https://front.com/). - **AI/Chatbots**: Ada [Ada](https://www.ada.cx/), Drift [Drift](https://www.drift.com/). - **Knowledge Base Builders**: Document360 [Document360](https://document360.com/), Bloomfire [Bloomfire](https://bloomfire.com/). - **Monitoring/Surveys**: Qualtrics XM fo [...]
[...] tomer Experience Professionals." [LinkedIn Search](https://www.linkedin.com/search/results/groups/?keywords=customer%20support) - **Free Resources**: HubSpot Academy Customer Service Course [HubSpot Academy](https://academy.hubspot.com/courses/customer-service), Zendesk's Customer Service Institute [Zendesk CSI](https://www.zendesk.com/customer-service-institute/). Certifications: HDI Support Center Analyst [HDI](https://www.thinkhdi.com/training/certification/sca-hdi.aspx). ### Important Events and Conferences Attend these for learning, networking, and job opportunities: - **ICMI Global Contact Center Conference**: Focus on operations and tech. [ICMI C [...]
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.
[...] nd Brands, Key Companies, and Providers The industry is led by established SaaS platforms offering ticketing, CRM integration, analytics, and AI features. Leaders dominate based on market share, user adoption, and analyst quadrants: - **Zendesk**: Market leader in helpdesk and omnichannel support. [Zendesk](https://www.zendesk.com/). - **Freshworks (Freshdesk)**: Strong in SMBs with affordable ticketing and AI bots. [Freshworks Customer Service](https://www.freshworks.com/customer-service/). - **Salesforce Service Cloud**: Enterprise-grade CRM with AI (Einstein) for case management. [Salesforce Service Cloud](https://www.sale [...]
[...] ### Top Publications and Media - **CMSWire**: Daily CX/support news. [CMSWire](https://www.cmswire.com/). - **CustomerThink**: Blogs/articles from leaders. [CustomerThink](https://customerthink.com/). - **The CX Lead**: Podcasts and trends. [The CX Lead](https://thecxlead.com/). - **Vendor Blogs**: [Zendesk Blog](https://www.zendesk.com/blog/), [Intercom Blog](https://www.intercom.com/blog/), [Help Scout Blog](https://www.helpscout.com/blog/). - **Analyst Sites**: [Gartner Customer Service](https://www.gartner.com/en/customer-service-support), [Forrester CX](https://www.forrester.com/customer-experience/). This snapshot is based on 202 [...]
[...] research/customer-service-startups/). ### Major Conferences and Events Annual events for networking and trends: - **Customer Contact Week (CCW)**: Largest contact center event. [CCW Las Vegas 2024](https://lasvegas.customercontactweek.com/). - **Zendesk Showcase**: Product updates and CX keynotes. [Zendesk Events](https://www.zendesk.com/events/). - **Forrester CX Summit**: North America flagship. [Forrester CX North America](https://www.forrester.com/events/cx/?lang=en-us). - **ICMI Global Contact Center Forum**: Operations-focused. [ICMI Events](https://www.icmi.com/events/). - **CX Network Conferences**: Regional CX summits. [CX Network [...]