Best customer support software for ecommerce

AI's answer · live, with web access

Gorgias

Owned

97/100 slot score

100% of answers name it

1st avg. position

+29 ahead of Zendesk

Gorgias owns this question, appearing in 100% of answers at average position 1 with a slot score of 97 — no other brand comes close.

Gorgias earned a perfect mention rate across all three models (ChatGPT, Gemini, Perplexity, 4 mentions each) and consistently landed first, with the answers citing its native ecommerce integrations and order-context visibility as the core reason it fits ecommerce brands specifically rather than general support teams. Zendesk is the only other brand in every answer, but its average position of 5 and score of 68 put it firmly in a supporting role. The slot is owned, meaning a challenger would need to close a 29-point score gap and unseat Gorgias from the top position across all models — a significant structural disadvantage for any competitor trying to enter this conversation.

AI-generated analysis of the July 2026 measurements.

The full field

Every brand recommended for this question, from 12 answers across ChatGPT, Perplexity, and Gemini.

#	Brand	Slot score	Appears in	Avg. position
1	Gorgias	97	100%	1st
2	Zendesk	68	100%	#5
3	eDesk	59	75%	#4
4	Re:amaze	52	75%	#5
5	Gladly	52	67%	#4
6	Freshdesk	40	67%	#6
7	Richpanel	31	50%	#6
8	Help Scout	28	50%	#6

Slot score is position-weighted, 0 to 100: being recommended first counts far more than a trailing mention. "Appears in" is the share of answers naming the brand at all.

How this was measured

ChatGPT, Perplexity, and Gemini each answered this question in two phrasings, several times each, with live web access and citations: the closest API-reachable version of the real assistant experience (no personalization or account memory, which no vendor can provide). Model-memory answers (no web) are measured separately and shown above as a comparison surface. A brand counts once per answer that recommends it. The exact questions:

• "What's the best customer support software for an ecommerce brand?"
• "We're a direct-to-consumer ecommerce brand doing most of our volume on our own store. Which customer support software should we use?"

Part of the Customer Support ranking. Method details on the methodology page. Rankings reflect measured AI answers, not paid placement.

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