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Index › GTM › Function 03 of 6 · November 2026 Edition
November 2026 Edition

Customer

Keeping and growing customers: support, success, onboarding, feedback, education, community. All 13 of its categories are scored, and rescored every edition.

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Standing in customer

First-choice share across the direct, paraphrase, budget and scale prompts, all fourteen models, for the thirteen customer categories scored in the November 2026 Edition.
Customer
Chatbots and conversational AI for support
Mid-market and enterprise share a leader. Small business differs.
TidioContested
SMB
30%▼−8Since October 2026: 38% → 30%, −8 points. Inside the 11-point floor: within noise.
Intercom Fin AI Agent
Mid-market
52%▲+11Since October 2026: 41% → 52%, +11 points. Past the 11-point floor: movement.Clear leader
Enterprise
25%▲+1Since October 2026: 24% → 25%, +1 point. Inside the 11-point floor: within noise.Contested
Customer
Customer success platforms
A different leader in every segment
CustifyContested
SMB
31%▼−13Since October 2026: 44% → 31%, −13 points. Past the 11-point floor: movement.
ChurnZeroClear leader
Mid-market
47%▲+5Since October 2026: 42% → 47%, +5 points. Inside the 11-point floor: within noise.
Gainsight Customer SuccessClear leader
Enterprise
65%▼−4Since October 2026: 69% → 65%, −4 points. Inside the 11-point floor: within noise.
Customer
Customer feedback and surveys
A different leader in every segment
SurveyMonkeyContested
SMB
15%↗new leaderNew leader since October 2026: SurveyMonkey (15%) replaces Google Forms (17% then, 14% now), 1 point clear, inside the 11-point floor.
CustomerGaugeClear leader
Mid-market
45%▲+21Since October 2026: 24% → 45%, +21 points. Past the 11-point floor: movement.
Qualtrics CustomerXMClear leader
Enterprise
42%▲+1Since October 2026: 41% → 42%, +1 point. Inside the 11-point floor: within noise.
Customer
Digital adoption and onboarding
A different leader in every segment
UserGuidingContested
SMB
34%▼−22Since October 2026: 56% → 34%, −22 points. Past the 11-point floor: movement.
UserpilotContested
Mid-market
39%▲+9Since October 2026: 30% → 39%, +9 points. Inside the 11-point floor: within noise.
WhatfixContested
Enterprise
40%▲+4Since October 2026: 36% → 40%, +4 points. Inside the 11-point floor: within noise.
Customer
In-app messaging and customer communications
Small business and mid-market share a leader. Enterprise differs.
IntercomContested
SMB
35%▲+13Since October 2026: 22% → 35%, +13 points. Past the 11-point floor: movement.
Mid-market
38%▲+17Since October 2026: 21% → 38%, +17 points. Past the 11-point floor: movement.
PendoContested
Enterprise
24%▲+9Since October 2026: 15% → 24%, +9 points. Inside the 11-point floor: within noise.
Customer
Customer support and helpdesk
Mid-market and enterprise share a leader. Small business differs.
FreshdeskContested
SMB
25%▼−6Since October 2026: 31% → 25%, −6 points. Inside the 11-point floor: within noise.
Zendesk Support Suite
Mid-market
37%▲+4Since October 2026: 33% → 37%, +4 points. Inside the 11-point floor: within noise.Contested
Enterprise
51%▲+2Since October 2026: 49% → 51%, +2 points. Inside the 11-point floor: within noise.Clear leader
Customer
Client onboarding platforms
One leader in all three segments
Rocketlane tied
SMB
26%↗new leaderNew leader since October 2026: Rocketlane (26%) replaces Dock (18% then, 9% now), 17 points clear, past the 11-point floor.Contested
Mid-market
32%▼−15Since October 2026: 47% → 32%, −15 points. Past the 11-point floor: movement.Contested
Enterprise
51%▲+10Since October 2026: 41% → 51%, +10 points. Inside the 11-point floor: within noise.Clear leader
Customer
Community platforms
A different leader in every segment
CircleContested
SMB
39%▼−4Since October 2026: 43% → 39%, −4 points. Inside the 11-point floor: within noise.
BettermodeContested
Mid-market
25%▼−4Since October 2026: 29% → 25%, −4 points. Inside the 11-point floor: within noise.
Higher Logic VanillaClear leader
Enterprise
55%▲+26Since October 2026: 29% → 55%, +26 points. Past the 11-point floor: movement.
Customer
AI voice agents
A different leader in every segment
Retell AIContested
SMB
15%▼−5Since October 2026: 20% → 15%, −5 points. Inside the 11-point floor: within noise.
CloudTalkContested
Mid-market
25%↗new leaderNew leader since October 2026: CloudTalk (25%) replaces Retell AI (27% then, 17% now), 8 points clear, inside the 11-point floor.
SynthflowContested
Enterprise
19%↗new leaderNew leader since October 2026: Synthflow (19%) replaces PolyAI (21% then, 13% now), 6 points clear, inside the 11-point floor.
Customer
Knowledge base and self-service
A different leader in every segment
NotionContested
SMB
28%▼−13Since October 2026: 41% → 28%, −13 points. Past the 11-point floor: movement.
Document360Contested
Mid-market
24%↗new leaderNew leader since October 2026: Document360 (24%) replaces Notion (21% then, 17% now), 7 points clear, inside the 11-point floor.
Zendesk Guide tiedContested
Enterprise
18%▼−10Since October 2026: 28% → 18%, −10 points. Inside the 11-point floor: within noise.
Customer
Customer education and LMS
Mid-market and enterprise share a leader. Small business differs.
TalentLMSClear leader
SMB
56%▲+7Since October 2026: 49% → 56%, +7 points. Inside the 11-point floor: within noise.
SkilljarContested
Mid-market
22%↗new leaderNew leader since October 2026: Skilljar (22%) replaces LearnUpon (26% then, 20% now), 2 points clear, inside the 11-point floor.
Enterprise
34%▲+3Since October 2026: 31% → 34%, +3 points. Inside the 11-point floor: within noise.
Customer
Contact center platforms
A different leader in every segment
AircallContested
SMB
26%▲+3Since October 2026: 23% → 26%, +3 points. Inside the 11-point floor: within noise.
CloudTalkContested
Mid-market
21%↗new leaderNew leader since October 2026: CloudTalk (21%) replaces Five9 (18% then, 9% now), 12 points clear, past the 11-point floor.
Genesys Cloud CXClear leader
Enterprise
69%▲+14Since October 2026: 55% → 69%, +14 points. Past the 11-point floor: movement.
Customer
Contact center quality assurance
Small business and mid-market share a leader. Enterprise differs.
Voxjar tiedContested
SMB
20%↗new leaderNew leader since October 2026: Voxjar (20%) replaces EvaluAgent (19% then, 11% now), 9 points clear, inside the 11-point floor.
Mid-market
21%↗new leaderNew leader since October 2026: Voxjar (21%) replaces EvaluAgent (28% then, 17% now), 4 points clear, inside the 11-point floor.
MaestroQAContested
Enterprise
16%▲+1Since October 2026: 15% → 16%, +1 point. Inside the 11-point floor: within noise.

Every customer category, every edition

All thirteen are scored in the November 2026 Edition and rescored every month. Each category page carries the leader, the products warned against, every model's answer prompt by prompt, the sources the answers cite, and every judgment made between the raw labels and the numbers. Subscribers receive every edition's files on the day it compiles.
All 112 categories