Every category where a model named Freshchat for a mid-market B2B company. Share is first choices across the direct, paraphrase, budget and scale prompts; rank is within every product named in that category.

Category	Function	Share	Rank	Negative rate	Labels	Quadrant
Chatbots and conversational AI for support	Customer	0%	23 of 106	10%	10	accepted challenger
Customer success platforms	Customer	0%	16 of 69	0%	4	under 10 labels · led by ChurnZero at 39%

Movement

This is the first edition on this tier, so no move can be computed for Freshchat yet. The next is due October 1, 2026. From the next edition this section shows, per buyer segment, whether its share moved by more than the measured noise floor.

By model

How each model treated Freshchat across every prompt where it was named for a mid-market B2B company. Twelve models, six prompts per category.

Model	Alternative	Mention	Negative	Labels
Claude Haiku 4.5	1	0	0	1
GPT-5.4 mini	1	0	0	1
Gemini 3.5 Flash	0	0	0	0
Perplexity Sonar	1	0	0	1
Grok 4.1 Fast	2	1	0	3
Mistral Small	1	1	0	2
DeepSeek V4 Flash	0	0	0	0
Llama 4 Maverick	0	1	0	1
Qwen 3.7 Flash	0	0	0	0
Kimi K2	0	1	1	2
GLM 4.7 FlashX	1	1	0	2
MiniMax M2.5	0	1	0	1

By framing

Which of the six questions produced the naming. By model says how often; this says asked what. The first-choice count on the right carries the marks of the models that produced it.

FramingLabels by classFirst choices

Direct5 labelsNone

Paraphrase5 labelsNone

Comparative9 labels2not counted in share

Budget-constrained11 labelsNone

Scale-constrained3 labelsNone

Negative10 labels1not counted in share

First choiceAlternativeMentionNegative43 labels in all, every segment counted; 0 of the 3 first choices count toward share, since the comparative and negative framings do not. The bar is one segment per label class, to scale within the framing.

What the models said for it

Verbatim evidence the judge attached to positive labels.

“Strong omnichannel support and help desk workflow integration; tends to fit teams already in the Freshworks ecosystem.” Perplexity Sonar · Support chatbots · comparative prompt · alternative

“Best for structured ticket automation on a smaller budget: Freshworks/Freshdesk” GPT-5.4 mini · Support chatbots · comparative prompt · alternative

“More affordable option with solid AI capabilities and good customization.” Claude Haiku 4.5 · Support chatbots · paraphrase prompt · alternative

“*Best for Growing Teams* - Paid plans from $17.50/agent/month” Mistral Small · Support chatbots · budget prompt · alternative

And against it

Verbatim evidence attached to negative labels. A warning on a product with few labels is a warning; on a product with many, it is one voice among them.

“Freddy AI described as "just a liar and a waste of time"” Kimi K2 · Support chatbots · negative prompt · soft negative

Named alongside

The products named in the same answers as Freshchat, over the 43 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Freshchat was named but was not.

ProductSame answerTook the first choice insteadHead to head

Intercom34 of 436Not in the top three

Tidio31 of 4314Not in the top three

Zendesk21 of 434Not in the top three

HubSpot Service Hub16 of 431Not in the top three

Drift13 of 432Not in the top three

Crisp13 of 431Not in the top three

Ada11 of 431Not in the top three

Gorgias11 of 430Not in the top three

Freshdesk10 of 430Not in the top three

Zendesk AI7 of 432Not in the top three

A head-to-head page exists where both products are in a category's top three. The other rows are the same fact without a page behind them, so they link to the product instead.

What carried it into the answer

The sites and pages cited by the answers that named Freshchat. A fact about retrieval, not a lever on the model.

Citations exist only for the models that return a source list, four of the twelve in this edition, so these counts come from 5 of the 43 answers that named Freshchat and are not a share of its labels.

Domains cited

zendesk.com4

botpress.com3

capterra.com3

featurebase.app3

fin.ai3

learn.g2.com3

chatbase.co2

eesel.ai2

freshworks.com2

lindy.ai2

Twenty-seven of the twenty-seven domain citations in answers naming Freshchat came from somebody else's page.

Pages cited

zendesk.com/service/ai/chatbots-customer-service4

botpress.com/blog/customer-service-chatbot-platforms3

capterra.com/resources/customer-service-chatbot-platforms3

fin.ai/learn/best-ai-chatbots-customer-support3

eesel.ai/blog/best-ai-customer-support-chatbot2

featurebase.app/blog/best-ai-chatbots2

freshworks.com/customer-service/support/ai2

lindy.ai/blog/best-customer-service-chatbots2

Pages are listed as the models cited them.

Names read as Freshchat

What the judge wrote, as written, with how often. The vendor table decides that these count as Freshchat; a claim can dispute any of them.

Freshchat (Freshworks) 3Freshdesk / Freshchat (Freddy AI) 1Freshdesk/Freshchat 1Freshworks / Freshdesk / Freshchat 1Freshworks/Freshchat 1Intercom/Freshchat 1

Is this your product?

Claim this page

Claiming is free and changes nothing in the data. A claimed page shows a verified contact who is told when each edition publishes and when Freshchat's standing changes by more than the noise floor; the right to propose corrections to the vendor table, meaning names the judge wrote that should or should not read as Freshchat, applied by version and listed in the change log; and a one-line description supplied by the vendor and marked as such.

It does not get any change to labels, shares or verdicts, any preview, or any say over which quotes appear. A verification link goes to your work email; an address at freshchat.io is approved on the spot, any other address is reviewed by hand.

Your name and company appear on the claimed page, or the company alone if you ask below. A title and a LinkedIn address appear there too if you give them, and are left off if you do not. Your email address is never published.