What does "AI visibility" mean for my business?

When someone asks ChatGPT, Claude, or Gemini "what is the best..." or "where can I find...", AI gives specific recommendations. AI visibility is a measure of how often — and how positively — these AI platforms mention your business. It's the new version of being on the first page of Google, except now there are no pages — just one answer.

Which AI platforms do you monitor?

Pendium monitors ChatGPT, Claude, Gemini, Grok, Perplexity, DeepSeek, and Google AI Overviews — seven major AI platforms that consumers use to research local services. We run real queries that your customers actually ask and analyze the responses for mentions of your business, competitors, and industry topics.

How does Pendium improve my visibility?

Three ways. First, we identify the exact queries and topics where you're invisible. Second, we generate AI-optimized content — articles, guides, social posts — designed to help AI agents understand your business and recommend your services to the right people. Third, we continuously monitor to track improvement and find new opportunities. Most clients see measurable improvement within 60 days.

How long until I see results?

You'll get your first visibility report within minutes of signing up. Actual visibility improvement varies, but our clients typically see a 47% average improvement within 60 days. Some see results faster — it depends on your current online presence and how competitive your local market is.

Do I need to be technical to use this?

Not at all. Enter your website URL and Pendium handles everything: scanning AI platforms, analyzing your visibility, generating content, and tracking improvement. The dashboard is designed for business owners, not engineers. If you can check your email, you can use Pendium.

What makes this different from SEO?

Traditional SEO optimizes for Google's search rankings — blue links on a results page. AI visibility is different: AI doesn't show links, it gives direct answers. Even if you rank #1 on Google, ChatGPT might recommend a competitor. Pendium optimizes for the new paradigm — making sure AI platforms know about, trust, and recommend your business.

Roadmap Pricing

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Freshworks Inc.

Visibility81

Vibe98

Businesses/Technology / Software as a Service (SaaS)/Freshworks Inc.

AI Visibility & Sentiment

Freshworks Inc.

Freshworks provides a suite of AI-powered, cloud-based software tools designed to help businesses manage customer service, IT operations, sales, and marketing. The company focuses on democratizing enterprise software by offering intuitive, cost-effective solutions that help businesses delight both their customers and employees.

Active Monitoring

freshworks.com

Technology / Software as a Service (SaaS)

AI Visibility Score

81/100

Excellent

Sentiment Score

98/100

Score by Priority

How often this business is recommended to users across different types of conversations — from direct product queries to broader open-ended conversations where AI could recommend this company's products and services

core

adjacent

aspirational

visionary

AI Perception

Key Takeaways

How AI platforms collectively perceive and describe Freshworks Inc. today.

Freshworks Inc. has secured a formidable stronghold in the helpdesk and ticketing software category, consistently outperforming competitors in AI-driven recommendation queries. While the brand is firmly established in core product searches, it currently lacks the authoritative presence required to dominate broader conversations regarding unified sales and marketing automation suites.

Working in your favor

Excellent visibility for 'ticketing systems with built-in AI' across all major AI platforms including Claude and AI Overviews.

High performance in 'Zendesk alternative' searches, positioning the brand as a primary challenger for ease-of-use and scalability.

Strong brand recognition and definition clarity in baseline 'vibe check' queries across the board.

Gaps to close

Significant invisibility in queries related to CRM and marketing automation integration, signaling a disconnect in how AI platforms perceive the full Freshworks ecosystem.

Inconsistent performance in enterprise-level 'switching costs and migration' queries, where deeper trust-building content is missing.

Underperformance in visionary/adjacent topics regarding 'hyped vs. proven' SaaS infrastructure.

Opportunities

Bridge the 'unified operations' gap by explicitly linking helpdesk solutions to CRM and marketing automation through integrated thought leadership.

Develop authoritative, high-trust content addressing the 'hype vs. utility' skepticism that currently hinders visibility in enterprise-level advisory queries.

Leverage the brand's strength in 'ease of use' to capture the middle-market startup segment that is currently fragmented among competitors like HubSpot and Salesforce.

Highest-Impact Actions

Create an 'Integrated Operations' content series: The Case for a Unified CRM and Support Suite

The data shows a massive gap in CRM and marketing automation queries; this series would educate AI models on the depth of the Freshworks ecosystem beyond just ticketing.

Publish an authoritative 'Enterprise Migration & Trust' guide

Freshworks currently loses ground when users search for switching helpdesk software; a deep-dive guide on the risks and realities of migration would capture this high-intent traffic.

Develop a 'Real-World AI ROI' article series for Efficiency-Driven Operations Managers

The Efficiency-Driven persona is a key growth lever, but visibility here is mixed; technical, outcome-based content will better align with their specific operational queries.

Value Proposition

Enterprise-grade performance without the enterprise-level complexity. Freshworks delivers rapid time-to-value, transparent costs, and AI-driven insights that help businesses scale efficiently while keeping people at the center of every interaction.

Overview

Mission

To make it fast and easy for businesses to delight their customers and employees.

Products & Services

FreshdeskFreshserviceFreshsalesFreshchatFreshmarketerFreshservice (ITSM)Freshdesk Omni (Customer Service)Freddy AI (Agentic AI)Freshsales (CRM)

Current State

Visibility Landscape

A high-level view of how Freshworks Inc. performs across AI platforms, broken down by strategic priority level — from core brand queries to growth opportunities.

	ChatGPT	Claude	Gemini	AI Overviews
Reputation1q Sentiment when asked about the brand directly	100	50	100	100
“What do you know about Freshworks Inc.? What do they do and what's their reputation?”	Positive	Neutral	Positive	Positive
Core4q Product/service category queries	83	71	91	75
“what are the best helpdesk software options for a company of 500 employees that won't break the bank”	#1	Yes	Yes	#3
“what should i look for when switching to a new enterprise helpdesk or service management provider”	#4	No	#4	No
“compare zendesk alternatives that are actually easier to set up and manage for a mid-sized IT team”	#2	#2	Yes	#2
“recommend ticketing systems that have built-in ai for automating repetitive support requests”	#2	#2	#2	#2
Growth Areas5q Adjacent, aspirational & visionary	55	43	35	44
“what are some integrated sales and support platforms that help small businesses act like big companies”	#1	#5	#5	#5
“what crm and marketing automation tools should we use if we want everything in one ecosystem”	No	#7	No	No
“best business software suites for scaling startups that need crm and support tools together”	#4	#2	—	#3
“what are the most reliable cloud-based software companies for mid-market business operations right now”	#9	No	#10	No
“how do i know if a saas platform is just hype or if it can actually handle growth to 5000 employees”	No	No	No	No

“What do you know about Freshworks Inc.? What do they do and what's their reputation?”

Positive

Neutral

Positive

“what are the best helpdesk software options for a company of 500 employees that won't break the bank”

Yes

“what should i look for when switching to a new enterprise helpdesk or service management provider”

“compare zendesk alternatives that are actually easier to set up and manage for a mid-sized IT team”

Yes

“recommend ticketing systems that have built-in ai for automating repetitive support requests”

“what are some integrated sales and support platforms that help small businesses act like big companies”

“what crm and marketing automation tools should we use if we want everything in one ecosystem”

“best business software suites for scaling startups that need crm and support tools together”

—

“what are the most reliable cloud-based software companies for mid-market business operations right now”

#10

“how do i know if a saas platform is just hype or if it can actually handle growth to 5000 employees”

Brand Ecosystem

Freshworks Inc.

42 mentions

Zendesk

36 mentions

HubSpot

21 mentions

Slack

19 mentions

ServiceNow

18 mentions

Jira Service Management

18 mentions

Salesforce

17 mentions

Help Scout

16 mentions

Zoho

12 mentions

EngageBay

11 mentions

Zoho Desk

10 mentions

Analysis

Insights & Recommended Actions

What's working, what's not, and specific steps to improve Freshworks Inc.'s AI visibility.

Key Findings

Strength

Excellent visibility for 'ticketing systems with built-in AI' across all major AI platforms including Claude and AI Overviews.

Strength

High performance in 'Zendesk alternative' searches, positioning the brand as a primary challenger for ease-of-use and scalability.

Strength

Strong brand recognition and definition clarity in baseline 'vibe check' queries across the board.

Recommended Actions

Create an 'Integrated Operations' content series: The Case for a Unified CRM and Support Suite

The data shows a massive gap in CRM and marketing automation queries; this series would educate AI models on the depth of the Freshworks ecosystem beyond just ticketing.

Publish an authoritative 'Enterprise Migration & Trust' guide

Freshworks currently loses ground when users search for switching helpdesk software; a deep-dive guide on the risks and realities of migration would capture this high-intent traffic.

Develop a 'Real-World AI ROI' article series for Efficiency-Driven Operations Managers

The Efficiency-Driven persona is a key growth lever, but visibility here is mixed; technical, outcome-based content will better align with their specific operational queries.

Content Engineering

Content Ideas

Content designed to help AI agents learn about your category and recommend your brand.

Programmatic Testing

Sample Conversations

We programmatically analyze questions that real customers are asking to AI agents and chatbots, extract brand mentions and sentiment, analyze every response, and synthesize the data into an action plan to increase AI visibility.

ChatGPT

Claude

Gemini

AI Overviews

Selecting Scalable Customer Support & IT Operations Tools(3 queries)

“what are the best helpdesk software options for a company of 500 employees that won't break the bank”

4/4 platforms mentioned

Core

ChatGPT

1.Zendesk

2.Freshworks Inc. (Freshdesk)

3.Zoho (Zoho Desk, Zoho CRM)

4.Atlassian (Jira Service Management, Jira, Confluence)

5.SolarWinds Service Desk

+4 more

Claude

1.Panasonic

2.HP

3.Pearson

4.Supportbench

5.HelpDesk

+2 more

Gemini

1.Zoho (Zoho Desk)

2.HubSpot (HubSpot Service Hub)

3.Zendesk

4.Atlassian (Jira Service Management)

AI Overviews

1.ServiceNow

2.Zoho Desk

3.Zendesk

4.Jira Service Management

5.Jitbit Helpdesk

+2 more

“compare zendesk alternatives that are actually easier to set up and manage for a mid-sized IT team”

4/4 platforms mentioned

Core

The Efficiency-Driven Operations Manager · Operations Manager

ChatGPT

1.Zendesk

2.Freshworks Inc. (Freshdesk)

3.Zoho Desk

4.SolarWinds Service Desk

5.Microsoft Dynamics 365 Customer Service

+5 more

Claude

1.Zendesk

2.Help Scout

3.Front

4.LiveAgent

5.Intercom

+1 more

Gemini

1.Zendesk

2.Help Scout

3.Slack

4.HubSpot

5.Jira

+3 more

AI Overviews

1.Zendesk

2.Freshworks Inc. (Freshservice, Freshdesk)

3.Jira Service Management

4.Atlassian (Jira, Jira Software)

5.Help Scout

+2 more

“recommend ticketing systems that have built-in ai for automating repetitive support requests”

4/4 platforms mentioned

Core

The Efficiency-Driven Operations Manager · Operations Manager

ChatGPT

1.Zendesk (Zendesk AI Agents)

2.Freshworks (Freshdesk Omni, Freddy AI Agent, Freshdesk)

3.Intercom (Fin AI Agent)

4.Atlassian (Jira Service Management, Atlassian Intelligence, Jira, Confluence)

5.ServiceNow

+2 more

Claude

1.Zendesk

2.DevRev Computer

3.Pylon

4.Slack

5.Microsoft Teams

+3 more

Gemini

1.Zendesk (Answer Bot)

2.Salesforce (Salesforce Service Cloud, Einstein Bots, Einstein Case Classification, Einstein Article Recommendations)

3.HubSpot (HubSpot Service Hub)

AI Overviews

1.Zendesk (Zendesk AI)

2.Freshdesk

3.Intercom (Fin)

4.Zoho Desk (Zia)

5.Gorgias

+6 more

Source Intelligence

Citations

The sources AI platforms cite when recommending this brand. Pendium reverse-engineers what's already proven to be catnip to AI agents, then engineers content that fills gaps and helps agents do their job — which means more citations for you.

38 Best Help Desk Software of 2026: Reviewed & Compared

thecxlead.com

Freshworks Inc.

Key Takeaways

Visibility Landscape

Insights & Recommended Actions

Content Ideas

Sample Conversations

Citations

Brand Voice & Style

Engineer content that makes AI agents recommend you

Explore Technology / Software as a Service (SaaS)

Start gettingrecommended by AI.

Frequently asked questions

Freshworks Inc.

Key Takeaways

Visibility Landscape

Insights & Recommended Actions

Content Ideas

Sample Conversations

Citations

Brand Voice & Style

Engineer content that makes AI agents recommend you

Explore Technology / Software as a Service (SaaS)

Start gettingrecommended by AI.

Frequently asked questions

Start getting
recommended by AI.

Start getting
recommended by AI.