Alex McKenzie

I tested 10 prompts like "best tool for X" in ChatGPT, Perplexity and Gemini. Our product came up in 2 of 30 answers, and a competitor with less traffic showed up in 14.

Curious how others approach this:

• Do you track AI mentions at all, or is it too early to matter?

• Has anything you changed (docs, reviews, comparison pages) actually moved the needle?

• Is "AI search visibility" a real channel yet, or mostly hype?

The more AI customer support projects I work on, the more I feel support is only the starting point. Most teams begin with fairly obvious use cases: answering FAQs, handling tickets, updating orders, or triggering refunds.

That makes sense. These problems are easy to define and the value is easy to measure.

But once the AI is connected to customer data, CRM, billing, product usage, and other systems, its role can become much broader.

We tested 6 onboarding formats with 5,200 new users.

Interactive product tour: 34% completion, 41% activation

Text walkthrough: 28% completion, 38% activation

5-minute narrated video: 19% completion, 36% activation