Every category where a model named HubSpot Service Hub 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
Customer success platforms	Customer	10%	3 of 49	26%	27	criticized challenger	▲+6Since September 2026: 5% → 12%, +6 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Knowledge base and self-service	Customer	3%	9 of 88	0%	10	accepted challenger	▲+4Since September 2026: 0% → 4%, +4 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Customer support and helpdesk	Customer	3%	5 of 55	13%	38	accepted challenger	▲+1Since September 2026: 2% → 4%, +1 point. Inside the 11-point floor: within noise. Read over the models both editions asked.
Customer intelligence and data science	GTM data and infrastructure	2%	17 of 142	0%	3	under 10 labels · led by Amplitude at 18%	=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Conversational marketing platforms	Marketing	2%	22 of 87	0%	1	under 10 labels · led by Tidio at 13%
Chatbots and conversational AI for support	Customer	0%	24 of 114	10%	10	accepted challenger	▼−2Since September 2026: 2% → 0%, −2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
Customer feedback and surveys	Customer	0%	25 of 84	0%	5	under 10 labels · led by CustomerGauge at 24%	=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.
In-app messaging and customer communications	Customer	0%	32 of 105	0%	3	under 10 labels · led by Intercom at 21%	=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.

Movement

Since September 2026, HubSpot Service Hub held within the floor in all eight categories: no change cleared 11 points.

Best category · Customer success · by segment

Small business▲+10Since September 2026: 11% → 21%, +10 points. Inside the 11-point floor: within noise. Read over the models both editions asked.

21%from 11% in September 2026

Inside the floor by 1 pointRank 2 of 62, unchanged

Mid-market▲+6Since September 2026: 5% → 12%, +6 points. Inside the 11-point floor: within noise. Read over the models both editions asked.

12%from 5% in September 2026

Inside the floor by 5 pointsRank 4 → 3 of 46

Enterprise=heldSince September 2026: 2% → 2%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.

2%from 2% in September 2026

Inside the floor by 11 pointsRank 6 → 7 of 33

All categories · Mid-market

Category	September 2026	Now	Change	Reading	Rank
Customer success	5%	12%	▲+6Since September 2026: 5% → 12%, +6 points. Inside the 11-point floor: within noise. Read over the models both editions asked.	Within noise	Rank 4 → 3 of 49
Knowledge base	0%	4%	▲+4Since September 2026: 0% → 4%, +4 points. Inside the 11-point floor: within noise. Read over the models both editions asked.	Within noise	Rank 22 → 9 of 88
Support chatbots	2%	0%	▼−2Since September 2026: 2% → 0%, −2 points. Inside the 11-point floor: within noise. Read over the models both editions asked.	Within noise	Rank 8 → 24 of 114
Conversational mktg	0%	2%	newNew since September 2026: not ranked then, 2% now.	New this edition	Rank 22 of 87, unchanged
Helpdesk	2%	4%	▲+1Since September 2026: 2% → 4%, +1 point. Inside the 11-point floor: within noise. Read over the models both editions asked.	Within noise	Rank 5 of 55, unchanged
Customer intel	0%	0%	=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.	Within noise	Rank 130 → 17 of 142
Feedback	0%	0%	=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.	Within noise	Rank 54 → 25 of 84
In-app messaging	0%	0%	=heldSince September 2026: 0% → 0%, ±0 points. Inside the 11-point floor: within noise. Read over the models both editions asked.	Within noise	Rank 54 → 32 of 105

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 HubSpot Service Hub across every prompt where it was named for a mid-market B2B company. Fourteen models, six prompts per category.

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Model	First choice	Alternative	Mention	Negative	Labels
Claude Haiku 4.5	1	3	1	0	5
GPT-5.4 mini	0	3	1	1	5
Gemini 3.5 Flash	2	6	0	3	11
Perplexity Sonar	1	4	1	2	8
Grok 4.1 Fast	2	3	5	1	11
Mistral Small	0	2	1	1	4
DeepSeek V4 Flash	0	4	1	2	7
Llama 4 Maverick	1	0	0	0	1
Qwen 3.7 Flash	1	8	2	2	13
Kimi K2	0	8	2	0	10
GLM 4.7 FlashX	1	4	2	0	7
MiniMax M2.5	2	3	1	1	7
GPT-6 Luna	0	3	0	0	3
Muse Glimmer 30B	1	3	1	0	5

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

Direct53 labels12

Paraphrase61 labels10

Comparative47 labels3not counted in share

Budget-constrained41 labels13

Scale-constrained21 labels1

Negative33 labels1not counted in share

First choiceAlternativeMentionNegative256 labels in all, every segment counted; 36 of the 40 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.

“I'd recommend HubSpot as the safest starting point for most mid-market B2B due to its balance of features, ratings, and ecosystem lock-in avoidance.” Grok 4.1 Fast · Conversational mktg · direct prompt · first choice

“For the tightest budget, Totango's free tier or HubSpot Service Hub's free plan would be the best starting points.” MiniMax M2.5 · Customer success · budget prompt · first choice

“Cited as Best overall customer intelligence platform in a 2025 evaluation: "Best overall: HubSpot Service Hub"” Muse Glimmer 30B · Customer intel · direct prompt · first choice

“the best customer success platform is usually HubSpot Service Hub Starter if you want an all-in-one option” Perplexity Sonar · Customer success · budget prompt · first choice

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.

“Avoid the "Let's Just Build It in Our CRM" Trap (Salesforce / HubSpot Customization)” Gemini 3.5 Flash · Customer success · negative prompt · hard negative

“Zapier notes a steep learning curve, a platform that can feel overwhatever overwhelming, and pricing that is expensive for its value” Perplexity Sonar · Helpdesk · negative prompt · soft negative

“Not a dedicated customer success platform — lacks the deep health scoring, churn prediction, and journey orchestration of the specialists.” DeepSeek V4 Flash · Customer success · comparative prompt · soft negative

“as a standalone helpdesk, it lacks the deep, granular ticketing workflows, robust queue management, and advanced SLA triggers” Gemini 3.5 Flash · Helpdesk · negative prompt · soft negative

Named alongside

The products named in the same answers as HubSpot Service Hub, over the 255 answers that named it. Took the first choice instead counts the answers where the other product was the first choice and HubSpot Service Hub was named but was not.

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ProductSame answerTook the first choice insteadHead to head

Freshdesk98 of 25520Compare →

Custify71 of 25526Compare →

Gainsight Customer Success69 of 2558Compare →

Zendesk Support Suite67 of 25527Compare →

Intercom61 of 2556Not among the top eight

Vitally60 of 25510Compare →

ChurnZero60 of 2555Compare →

Totango57 of 2552Compare →

Help Scout51 of 25512Compare →

Zoho Desk49 of 2559Compare →

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 HubSpot Service Hub. 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 235 of the 255 answers that named HubSpot Service Hub and are not a share of its labels.

Domains cited

blog.hubspot.comYour site101

g2.com82

learn.g2.com75

zendesk.com71

userpilot.com66

intercom.com63

usepylon.com57

zapier.com56

resources.rework.com55

guideflow.com52

577 of the 678 domain citations in answers naming HubSpot Service Hub came from somebody else's page.

Pages cited

userpilot.com/blog/customer-success-tools63

zapier.com/blog/customer-success-tools44

appcues.com/blog/customer-success-software42

intercom.com/learning-center/best-help-desk-software37

guideflow.com/blog/customer-success-software-tools32

learn.g2.com/best-customer-success-software28

workona.com/csm-software/best-customer-success-software28

helpdesk.com/blog/best-customer-service-software27

Pages are listed as the models cited them.

Search and answers

Where HubSpot Service Hub stands in Google search beside where it stands in the models' answers.

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In search

Google, US estimates

Searches for its name, Google: 1,000 a month (“hubspot service hub”)
AI search demand for its name, est.: 23 a month
Its own site: It sits on HubSpot's site (hubspot.com), so there are no site figures for it alone

In answers

This edition

Share of first choices

10%

rank 3 of 49 in customer success

Segment leader

42%

ChurnZero

First choices: 36 across its categories
Named in: 255 answers
Its own site cited: in 235 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.

Names read as HubSpot Service Hub

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

HubSpot 7HubSpot (Breeze AI) 1HubSpot (Chatflows & Breeze AI) 1HubSpot (Service Hub) 1HubSpot Marketing/Service Hub (Conversations Email/Chat) 1HubSpot Service Hub (Customer Agent) 1HubSpot Service Hub (Starter Plan) 1HubSpot Service Hub / HubSpot CRM Platform 1HubSpot Service Hub / Marketing Hub 1HubSpot Service Hub Free 1HubSpot Service Hub Starter 1

Follow HubSpot Service Hub

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

HubSpot is the company behind HubSpot Service Hub.

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On record

Wikidata

Website: hubspot.com
Headquarters: Cambridge, United States
Founded: 2006
Employees: about 8,246 (2024)
Ownership: Public, HUBS on New York Stock Exchange
Also from HubSpot: HubSpot, HubSpot ABM, HubSpot AEO Grader, HubSpot AI, HubSpot Academy, HubSpot Ad Management, HubSpot Ads, HubSpot Ads Management and 77 more

Fetched September 14, 2026. These describe the company, not the product's standing, and a claimed page can dispute any of them. · Wikidata · LinkedIn · Crunchbase

In its own words

Stated by the vendor, not checked

Positioning: Customer service software
academy.hubspot.com/service-hub-admin
Price stated: Free and premium plans academy.hubspot.com/service-hub-admin
Free plan or trial: Free and premium plans academy.hubspot.com/service-hub-integrations
Not stated on the pages read: Who it is for, starting price, integrations, certifications, hosting, customers

What HubSpot Service Hub's own pages state, read September 28, 2026: academy.hubspot.com/service-hub-admin, academy.hubspot.com/service-hub-integrations, academy.hubspot.com/hubspot-service-software, academy.hubspot.com/hubspot-service-hub-software-ja, academy.hubspot.com/foundations-of-hubspot-service-hub-starter. 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 HubSpot Service Hub'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 HubSpot Service Hub, 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 HubSpot Service Hub by email, built from the raw record of the edition. It shows:

where HubSpot Service Hub 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 HubSpot Service Hub, 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.

Badges

Wins only: a badge exists where HubSpot Service Hub is ranked in a category's top three this edition. Three sizes, one file each, light and dark; the code is under each.

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HubSpot Service Hub is among the products AI models recommend first in Customer success platforms this edition. Each badge says so in the buyer's words, names the edition, and links to the standing. The next edition issues a new badge; this one stays true as a record of October 2026.

Wide · 320 × 104 Website, beside other badges

Show the code

<a href="https://gtm-ai-index.com/customer/customer-success-platforms/"><img src="https://gtm-ai-index.com/badges/2026-10/hubspot-service-hub--customer-success-platforms-wide.svg" alt="Among AI models' top three in Customer success platforms, October 2026 Edition, GTM AI Recommendation Index" width="320" height="104"></a>

Copy the code as it is. The link is part of the badge: it points at the Customer success platforms standing, where the claim can be checked.

Square · 240 × 240 LinkedIn, slides

Show the code

<a href="https://gtm-ai-index.com/customer/customer-success-platforms/"><img src="https://gtm-ai-index.com/badges/2026-10/hubspot-service-hub--customer-success-platforms-square.svg" alt="Among AI models' top three in Customer success platforms, October 2026 Edition, GTM AI Recommendation Index" width="240" height="240"></a>

Copy the code as it is. The link is part of the badge: it points at the Customer success platforms standing, where the claim can be checked.

Compact · 200 × 56 Email signature, footer

Show the code

<a href="https://gtm-ai-index.com/customer/customer-success-platforms/"><img src="https://gtm-ai-index.com/badges/2026-10/hubspot-service-hub--customer-success-platforms-compact.svg" alt="Among AI models' top three in Customer success platforms, October 2026 Edition, GTM AI Recommendation Index" width="200" height="56"></a>

Copy the code as it is. The link is part of the badge: it points at the Customer success platforms standing, where the claim can be checked.

Badges read on light and dark pages. Alt text carries the claim, the category, the edition and the index, so it stays a citation where the image does not load.