Small business=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
0%from 0% in September 2026
Inside the floor by 11 pointsRank 28 → 32 of 107
4 categories · RankedHelp Scout
135Judge labels
15First choices
14Negative labels
14 / 14Models named it
4Categories
October 2026 Edition. Every number here is derived from the raw labels under vendor table v2026-10-05.2, every buyer segment counted.
Best standing
20% in Helpdesk for small business buyers
Rank 16 of 105 in the mid-market standing
0 of 14 models made it the first choice on the direct prompt; 0% of its 3 labels there were negative.
What the models named instead of Help Scout →By buyer segmentRead the same way at every buyer size.
Small business25 of 108
0%8 labels
under the label threshold
Mid-market16 of 105
2%3 labels
under the label threshold
Enterprisenot named
0%
No model named it for this buyer.
In in-app messaging · each standing computed within its segment · bars are 0 to 100 · the accent bar is the product's own best reading
Standing by category
Every category where a model named Help Scout 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 | Since September 2026 |
|---|---|---|---|---|---|---|---|
| In-app messaging and customer communications | Customer | 2% | 16 of 105 | 0% | 3 | under 10 labels · led by Intercom at 21% | ▲+2Since September 2026: 0% → 2%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked. |
| Customer support and helpdesk | Customer | 2% | 8 of 55 | 8% | 36 | accepted challenger | ▲+2Since September 2026: 0% → 2%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked. |
| Contact center platforms | Customer | 0% | 50 of 86 | 0% | 1 | under 10 labels · led by Five9 at 18% | |
| Customer success platforms | Customer | 0% | 44 of 49 | 100% | 1 | under 10 labels · led by ChurnZero at 42% | newNew since September 2026: not ranked then, 0% now. |
Movement
Since September 2026, Help Scout held within the floor in all four categories: no change cleared 11 points.
Best category · In-app messaging · by segment
Mid-market▲+2Since September 2026: 0% → 2%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
2%from 0% in September 2026
Inside the floor by 9 pointsRank 27 → 16 of 96
All categories · Mid-market
| Category | September 2026 | Now | Change | Reading | Rank |
|---|---|---|---|---|---|
| In-app messaging | 0% | 2% | ▲+2Since September 2026: 0% → 2%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked. | Within noise | Rank 27 → 16 of 105 |
| Helpdesk | 0% | 2% | ▲+2Since September 2026: 0% → 2%, +2 points. Inside the 11-point floor: within noise. Read over the models both editions asked. | Within noise | Rank 9 → 8 of 55 |
| Contact center | 0% | 0% | newNew since September 2026: not ranked then, 0% now. | New this edition | Rank 50 of 86, unchanged |
| Customer success | 0% | 0% | newNew since September 2026: not ranked then, 0% now. | New this edition | Rank 44 of 49, unchanged |
Shares here are read over the models both editions asked, so they can differ by a point or two from the standing above, which counts every model in this edition.
The floor is 11 points of share, measured: how far the models move a leader on their own when the same questions are asked twice with nothing changed. A larger change is movement; a smaller one is noise, and both are shown. Movement is read over the twelve models both editions asked; GPT-6 Luna, Muse Glimmer 30B joined this edition and are in the standing but not yet in the comparison. How the floor is measured · The editions
By model
How each model treated Help Scout across every prompt where it was named for a mid-market B2B company. Fourteen models, six prompts per category.ShowHide
By model
How each model treated Help Scout across every prompt where it was named for a mid-market B2B company. Fourteen models, six prompts per category.
ShowHide| Model | First choice | Alternative | Mention | Negative | Labels |
|---|---|---|---|---|---|
| Claude Haiku 4.5 | 1 | 1 | 1 | 0 | 3 |
| GPT-5.4 mini | 0 | 0 | 0 | 0 | 0 |
| Gemini 3.5 Flash | 0 | 1 | 1 | 1 | 3 |
| Perplexity Sonar | 0 | 2 | 0 | 2 | 4 |
| Grok 4.1 Fast | 0 | 4 | 1 | 1 | 6 |
| Mistral Small | 1 | 2 | 2 | 0 | 5 |
| DeepSeek V4 Flash | 0 | 2 | 2 | 0 | 4 |
| Llama 4 Maverick | 0 | 0 | 0 | 0 | 0 |
| Qwen 3.7 Flash | 0 | 3 | 0 | 0 | 3 |
| Kimi K2 | 0 | 1 | 1 | 0 | 2 |
| GLM 4.7 FlashX | 0 | 4 | 0 | 0 | 4 |
| MiniMax M2.5 | 0 | 2 | 1 | 0 | 3 |
| GPT-6 Luna | 0 | 2 | 0 | 0 | 2 |
| Muse Glimmer 30B | 0 | 1 | 1 | 0 | 2 |
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
Direct23 labels5
Paraphrase25 labels7
Comparative32 labels12not counted in share
Budget-constrained17 labels1
Scale-constrained13 labels2
Negative25 labels4not counted in share
First choiceAlternativeMentionNegative135 labels in all, every segment counted; 15 of the 31 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.
“For the most features at a reasonable cost, Help Scout or Freshdesk are excellent choices.” Claude Haiku 4.5 · Helpdesk · budget prompt · first choice
“Help Scout is frequently highlighted as a top choice for small to mid-sized B2B companies” Mistral Small · In-app messaging · paraphrase prompt · first choice
“Help Scout is a good mid-range option for teams wanting a balance between price and functionality.” Mistral Small · Helpdesk · budget prompt · alternative
“Cheaper shared inboxes with multi-channel (~$20-50/user/mo); lighter on advanced product messaging” Grok 4.1 Fast · In-app messaging · paraphrase 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.
“good if ease of use matters most, but its starting price is higher at about $25/user/month” Perplexity Sonar · Helpdesk · budget prompt · soft negative
“You have likely outgrown simple shared inbox tools (like basic Gmail or entry-tier Help Scout)” Gemini 3.5 Flash · Helpdesk · scale prompt · soft negative
“it lacks some dedicated CS features like health scoring and renewals” Perplexity Sonar · Customer success · budget prompt · soft negative
“Help Scout (Watch for performance and billing)” Grok 4.1 Fast · Helpdesk · negative prompt · soft negative
Named alongside
The products named in the same answers as Help Scout, over the 135 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Help Scout was named but was not.ShowHide
Named alongside
The products named in the same answers as Help Scout, over the 135 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and Help Scout was named but was not.
ShowHideProductSame answerTook the first choice insteadHead to head
A head-to-head page exists where both products are among a category's top eight. 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 Help Scout. A fact about retrieval, not a lever on the model.
Citations exist only for the models that return a source list, five of the fourteen in this edition, so these counts come from 127 of the 135 answers that named Help Scout and are not a share of its labels.
Domains cited
intercom.com62
helpdesk.com55
capterra.com44
freshworks.com44
zendesk.com37
g2.com33
hiverhq.com33
learn.g2.com33
cloudtalk.io27
kayako.com27
395 of the 395 domain citations in answers naming Help Scout came from somebody else's page.
Pages cited
Pages are listed as the models cited them.
Search and answers
helpscout.com is not in Google's top ten for any of the category's searches. In the answers, Help Scout takes 2% of first choices and Intercom takes 21%.ShowHide
Search and answers
helpscout.com is not in Google's top ten for any of the category's searches. In the answers, Help Scout takes 2% of first choices and Intercom takes 21%.
ShowHideIn search
Google, US estimatesPosition for “in-app messaging platform”
–
not in the top ten
Position for “best in-app messaging platform”
–
not in the top ten
- Searches for its name, Google
- 8,100 a month (“help scout”)
- AI search demand for its name, est.
- 173 a month
- Organic visits to its site
- about 37,899 a month
- Searches its site ranks for
- 9,325 · 424 in the top three
- Sites linking to it
- 27,100
- Paid Google search
- No ads found in the estimate; that does not mean it runs none
In answers
This editionShare of first choices
2%
rank 16 of 105 in in-app messaging
Segment leader
21%
Intercom
- First choices
- 15 across its categories
- Named in
- 135 answers
- Its own site cited
- in 127 of the answers that named it
Search figures are US estimates from DataForSEO, read September 28, 2026; AI search demand is its modeled, directional estimate, not a count of queries to any assistant. The answers are this edition's. Two measurements side by side: neither is read as the cause of the other.
What it publishes
ShowHide
What it publishes
ShowHideAddresses on helpscout.com
951
subdomains included
Content
347
counted in the table below
Documentation
313
Product · Integration
1 · 0
| Kind | Pages | Last 90 days | 2025-10 to 2026-09 | Latest | Categories named |
|---|---|---|---|---|---|
| Blog | 287 | undated | |||
| Comparison | 27 | undated | |||
| Webinar or virtual event | 11 | undated | |||
| Glossary or explainer | 10 | undated | |||
| Report or ebook | 5 | undated | |||
| Case study | 2 | undated | |||
| Template or tool | 2 | undated | |||
| Podcast or video | 2 | undated | |||
| News or press | 1 | undated |
How it is countedHide how it is counted
Every page helpscout.com exposes, subdomains included. Kind is read from the address and title. The last 90 days, the latest date and the twelve months count pages by when they were published, from the site's feeds, a date in the address, or the page's own publication date, read from up to a hundred of its most recently changed pages; a page that says only when it last changed is counted in its kind but not in when, so the recent counts are a floor, and a kind none of whose pages gives a publication date reads undated. An event counts as online when its address or title says so (webinar, on demand, virtual or online summit); a conference, summit, trade show, expo or roadshow that does not say so is counted as a conference or event, which on a vendor's site is mostly in person. Read September 29, 2026.
Names read as Help Scout
What the judge wrote, as written, with how often. The vendor table decides that these count as Help Scout; a claim can dispute any of them.
HelpScout 2
Follow Help Scout
An email the morning each edition publishes: where this product moved, where it held, and by how much against the noise floor. One address, confirmed by a click; a stop link in every email.
Already following? Everything you follow, with a stop for each.
The company
Help Scout.ShowHide
The company
Help Scout.
ShowHideOn record
Wikidata- Website
- helpscout.com
- Headquarters
- Boston, United States
- Founded
- 2011
Fetched September 14, 2026. These describe the company, not the product's standing, and a claimed page can dispute any of them. · Wikidata · Crunchbase
In its own words
Stated by the vendor, not checked- Positioning
- The AI-driven support platform for customer-first brands
- For
- customer-first brands
- Price stated
- at a fraction of the cost of other customer service platforms helpscout.com
- Starting price
- 0 helpscout.com/pricing
- Free plan or trial
- Start for Free helpscout.com
- Integrations claimed
- 100 helpscout.com
- Certifications
- HIPAASOC 2 Type II compliantHIPAA complianceSSO/SAML
- Customers named
- eCatholicFreightzyKing Arthur FlourMixmaxBrain.fmLitmusGeorge Washington UniversityOnePageCRM
- Not stated on the pages read
- Hosting
What Help Scout's own pages state, read September 28, 2026: helpscout.com, helpscout.com/pricing, trust.helpscout.com, helpscout.com/platform, helpscout.com/customers. A claimed page can correct any of them.
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 Help Scout'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 Help Scout, applied by version and listed in the change log; and a one-line description supplied by the vendor and marked as such.
What a new claim receivesHide what a new claim receives
A new claim receives the current edition's vendor brief for Help Scout by email, built from the raw record of the edition. It shows:
- where Help Scout is named, by buyer and by framing, and which cells hold its first choices;
- the claims the models make when they name it, ranked, with the strongest and the weakest quoted;
- its vocabulary against the segment leader's, and the pages the models cited;
- who was chosen in the answers that did not name Help Scout, and every reason the record gives;
- a battlecard for each top rival: the head-to-head split, why they win, and the reservation quoted against them;
- one page of published figures cleared to show a buyer.