Video Landscape — AI Customer Support

Competitive video audit across 25 companies — YouTube, LinkedIn Ads, LinkedIn organic, website

Black Camel Agency Research — February 2026

Overview

25 AI customer support companies. $3.5B+ in combined funding. We mapped every company’s video operation across YouTube, LinkedIn paid ads, LinkedIn organic video, and website-hosted content — with verified ad library counts, subscriber data, and format analysis. The sector is spending heavily on paid LinkedIn distribution but the vast majority of that spend is static images, PDFs, and whitepapers. Video adoption across the funnel is thin. The companies that are doing video are concentrating it in a single stage (usually consideration) and ignoring the rest. This report shows where everyone sits.

Side-by-Side Comparison — All 25 Companies

YouTube presence, LinkedIn ad volume, and video adoption. Sorted by funding level. All LinkedIn Ad Library counts verified via companyId-specific browser search.

Company	Raised / Rev	Employees	YouTube	LinkedIn Ads	LI Ad Video?	Video Maturity
Sierra AI	$635M / ~$150M	553	No channel	Active	Yes	Emerging
Moveworks	$315M (ServiceNow)	501–1K	3.69K / 319 vids	1,302 ads	Static	Contender
Kore.ai	$300M	501–1K	2.96K / 178 vids	64 ads	Static	Contender
Cresta	$282M	~350	625 / 65 vids	655 ads	Yes	Contender
Observe.ai	$213M	~300	646 / 37 vids	276 ads	Static	Emerging
Gladly	$208M / $47.7M ARR	221	239 / 81 vids	226 ads	Static	Emerging
Front	$204M / ~$100M ARR	201–500	No channel	151 ads	Static	Absent
Aisera	$190M	~350	No channel	344 ads	Yes	Emerging
Capacity	$155M	~250	114 / 130 vids	38 ads	Static	Emerging
Wonderful	$134M	~100	No channel	0 ads	N/A	Absent
Listen Labs	$100M	11–50	166 / 8 vids	165 ads	Static	Absent
Decagon	$100M	~80	290 / 51 vids	220 ads	Yes	Contender
Forethought	$90M	61	284 / 24 vids	261 ads	Yes	Contender
Helpshift	$53.5M	~155	1.09K / 186 vids	255 ads	Yes	Contender
SurveySparrow	~$46.6M rev	424	4.92K / 323 vids	86 ads	Yes	Leader
Neuron7	$44.6M	~120	60 / 12 vids	74 ads	Static	Absent
Dixa	$155M	~200	4.14K	—	—	Contender
Gorgias	$71.3M	~300	2.91K / 371 vids	—	—	Contender
Tidio	—	~200	6.34K	1,525 ads	—	Leader
JustCall	$24M	~200	1.34K / 170 vids	548 ads	Yes	Contender
Ada	$190M	~400	1.11K / 152 vids	—	—	Contender
Help Scout	$36.3M	~175	1.07K / 230 vids	—	—	Contender
Pylon	$26M	~50	1.18K	—	—	Emerging
Kustomer	$174M (Meta)	~200	696 / 540 vids	539 ads	Yes	Contender
Siena	$12.7M	~30	11	—	—	Absent

YouTube — Channel Size & Efficiency

Subscriber counts mapped against video volume. The ratio of subscribers per video published is the strongest signal of content quality.

Channel Size

Sorted by total subscribers — February 2026

Tidio

6.34K subscribers

SurveySparrow

4.92K subs · 323 videos

Dixa

4.14K subs

Moveworks

3.69K subs · 319 videos

Kore.ai

2.96K subs · 178 videos

Gorgias

2.91K subs · 371 videos

JustCall

1.34K subs · 170 videos

Pylon

1.18K subs

Ada

1.11K subs · 152 videos

Helpshift

1.09K subs · 186 videos

Help Scout

1.07K subs · 230 videos

Kustomer

696 subs · 540 videos

Observe.ai

646 subs · 37 videos

Cresta

625 subs · 65 videos

Decagon

290 subs · 51 videos

Forethought

284 subs · 24 videos

Gladly

239 subs · 81 videos

Listen Labs

166 subs · 8 videos

Capacity

114 subs · 130 videos

Neuron7

60 subs · 12 videos

Front · Sierra · Aisera · Wonderful

No channel

Volume does not equal growth — subscriber efficiency matters more

Kustomer has published 540 videos and has 696 subscribers (1.3 subs per video). Capacity has 130 videos and 114 subscribers (0.88 subs per video). Meanwhile, Observe.ai has 37 videos and 646 subscribers (17.5 subs per video) — the highest efficiency ratio in the sector. Forethought (11.8 subs/video) and Kore.ai (16.6 subs/video) also outperform. The pattern: companies producing fewer, more targeted videos outperform companies flooding YouTube with undifferentiated content. Publishing cadence is necessary but not sufficient — content strategy drives subscriber conversion.

Four companies with $100M+ raised have no YouTube at all

Front ($204M), Sierra AI ($635M), Aisera ($190M), and Wonderful ($134M) have zero YouTube presence. Combined that’s $1.16B in funding with no owned video distribution channel. These companies are competing against incumbents like Zendesk (175K YouTube subscribers) and Intercom (38K) that have built substantial video libraries over the past decade.

Top Performing Videos — What Gets Views

Highest-view videos across the sector, pulled from YouTube channel data. View counts verified February 2026. Sorted by total views — these are the content formats and topics that actually break through.

Ada x Checkr: Scaling Support While Boosting CSAT to 76%

Ada · 1.8M views · 10 months ago

Named customer testimonial. Specific metric in the title (76% CSAT). Short-form, outcome-focused.

ada CX | scale your customer service effortlessly with AI

Ada · 1.7M views · 1 year ago

Brand anthem — positions the product promise in one sentence. Paid amplification likely contributing to view count.

Ada x Life360: 5X Increase in Customer Support Capacity with AI

Ada · 341K views · 10 months ago

Another named customer, another specific metric (5X capacity). Ada’s pattern: real company + quantified outcome = high-view content.

Ada x Afterpay: Turning Support into Business Growth with AI

Ada · 328K views · 9 months ago

Third in a series of customer stories. Consistent format: “Ada x [Brand]: [Outcome].” Recognisable naming convention builds binge potential.

Moveworks: The Front Door to Work

Moveworks · 152K views · 4 weeks ago

Brand positioning video. Aspirational framing (“The Front Door to Work”) rather than feature list. Recent upload with rapid view accumulation.

How Supercell Uses Helpshift to Turn Player Feedback into Game Improvements

Helpshift · 124K views · 1 year ago

Named gaming customer with massive brand recognition (Supercell = Clash of Clans). The customer’s audience becomes Helpshift’s audience.

Why Use Tidio? I Turn Your Website Visitors Into Customers

Tidio · 75K views · 3 years ago

Direct value proposition in the title — answers “why should I care?” immediately. Conversion-oriented. Long evergreen tail.

Introducing Real-time AI by Observe.AI | Increase Conversion and Retention in Real-Time

Observe.AI · 43K views · 3 years ago

Product launch announcement. Clear outcome promise in the title. Observe.AI’s highest efficiency channel — 37 videos, 646 subscribers, but their best content pulls outsized views.

Boosting CSAT with Language AI: Huuuge Games’ Multilingual Support Breakthrough

Helpshift · 35K views · 1 year ago

Second gaming customer story. “Multilingual Support Breakthrough” — specific, differentiated problem. Helpshift owns the gaming vertical in video.

Introducing Generative AI Suite by Observe.AI

Observe.AI · 23K views · 2 years ago

Product launch video timed to the Gen AI wave. Riding a macro trend with a specific product announcement — strong combination.

The pattern across the top 10 most-viewed videos in the sector

Ada dominates with four of the top five videos — all following the same formula: “Ada x [Named Customer]: [Quantified Outcome].” Helpshift’s Supercell video (124K) proves that borrowing your customer’s brand recognition works even at smaller channel sizes (1.09K subs). Moveworks’ brand anthem (152K in 4 weeks) shows that aspirational positioning can drive rapid accumulation. Observe.AI’s product launch videos (43K, 23K) demonstrate that tying a product announcement to a macro trend (real-time AI, generative AI) creates lasting search traffic. The common thread: every high-performing video in this sector either features a named customer with a specific metric, or launches a product tied to a moment in time. Generic product overviews and webinar recordings don’t break through.

Ada’s video operation is in a different league

With 1.8M and 1.7M views on their top two videos, Ada has more YouTube views on a single piece of content than most companies in this sector have across their entire channel. Their customer testimonial series (Checkr, Life360, Afterpay) follows a rigid naming convention and consistent production format — this is a repeatable system, not one-off content. Notably, Ada only has 1.11K subscribers and 152 videos — the view counts suggest substantial paid amplification (YouTube ads running against their own content). The implication: these view numbers are partly a media spend story, not purely organic. But the investment in the format is paying off.

Most channels in this sector have zero videos above 5K views

Outside of Ada, Moveworks, Helpshift, Tidio, and Observe.AI, the typical top video for an AI customer support company has fewer than 3K views. Dixa’s best video has 2.5K views. Kore.ai’s recent content sits under 100 views per video. Gorgias, with 2.91K subscribers and 371 videos, has recent content averaging under 250 views. Volume of production does not correlate with view count — the channels producing the most content are not producing the most-watched content.

LinkedIn Ad Library — Volume & Video Adoption

Total ad counts from LinkedIn Ad Library via companyId-specific search. “Video” = play button confirmed via browser verification.

Ad Volume

Total ads found — each entry represents a unique targeting variant (same creative appears multiple times)

Moveworks

1,302 ads · all static/PDF

Cresta

655 ads · has video (customer testimonials)

JustCall

548 ads · has video

Kustomer

539 ads · has video

Aisera

344 ads · has video (Snap Inc. testimonial)

Observe.ai

276 ads · all static

Forethought

261 ads · has video (product demos)

Helpshift

255 ads · has video

Gladly

226 ads · all static

Decagon

220 ads · has video (CEO testimonials)

Listen Labs

165 ads · all static

Front

151 ads · all static

SurveySparrow

86 ads · has video (AI demos)

Neuron7

74 ads · all static

Kore.ai

64 ads · all static

Capacity

38 ads · all static

Wonderful

0 ads

Video in Paid LinkedIn Ads — Sector Split

Companies running
video ads

Companies running
static-only ads

Company with
zero ads

Of the 18 companies with verified LinkedIn ad libraries, 9 include video creative and 8 run exclusively static images, PDFs, and documents. Moveworks (1,302 ads) runs the highest volume in the sector but uses zero video. Cresta (655 ads) is the highest-volume company with video adoption. Companies running video ads — Cresta, Aisera, Forethought, Decagon, Helpshift, JustCall, SurveySparrow, Kustomer, Sierra — tend to concentrate video in the consideration stage (product demos, customer testimonials). Almost nobody runs video at the awareness or conversion stages.

LinkedIn Ad Library — Funnel Stage Heatmap

Where each company’s LinkedIn ad spend concentrates across the buyer journey. Based on creative analysis of verified ad libraries.

Company	Ads	Awareness Brand, thought leadership, press	Consideration Case studies, demos, product proof	Conversion InMail, lead gen, gated content, events
Moveworks	1,302	HEAVY	HEAVY	MODERATE
Cresta	655	LIGHT	HEAVY VIDEO	MODERATE
JustCall	548	MODERATE	HEAVY VIDEO	MODERATE
Kustomer	539	MODERATE	HEAVY VIDEO	LIGHT
Aisera	344	MODERATE	HEAVY VIDEO	LIGHT
Observe.ai	276	HEAVY	MODERATE	LIGHT
Forethought	261	LIGHT	HEAVY VIDEO	LIGHT
Helpshift	255	MODERATE	HEAVY VIDEO	LIGHT
Gladly	226	HEAVY	MODERATE	NONE
Decagon	220	MODERATE VIDEO	HEAVY VIDEO	LIGHT
Listen Labs	165	NONE	LIGHT	HEAVY
Front	151	HEAVY	MODERATE	NONE
SurveySparrow	86	LIGHT	HEAVY VIDEO	MODERATE
Neuron7	74	NONE	HEAVY	NONE
Kore.ai	64	MODERATE	MODERATE	NONE
Capacity	38	NONE	LIGHT	HEAVY
Wonderful	0	—	—	—

The sector over-indexes on consideration — awareness and conversion are thin

Of the 17 companies with verified ad libraries, 12 concentrate their heaviest spend in the consideration stage (case studies, product demos, customer testimonials). Only 4 run substantial awareness campaigns (Moveworks, Observe.ai, Gladly, Front). Only 3 invest meaningfully in conversion (Moveworks, Listen Labs, Capacity). The result: most companies in this sector are fighting over the same mid-funnel buyer with similar static-image case study ads. The companies running video at the consideration stage — Cresta, Forethought, Decagon, Aisera — are differentiating their format even if the funnel position is the same.

Video at the awareness stage is almost nonexistent

Decagon is the only company running video creative for awareness-stage LinkedIn ads (CEO testimonial as brand positioning). Every other company using video confines it to consideration. Brand films, thought leadership video, founder-led storytelling at the top of funnel — none of it is happening in paid distribution across this sector. For comparison, in the GPU cloud sector, CoreWeave runs repurposed CEO media appearances (CNBC, Bloomberg) as paid awareness ads.

What Content Formats Drive Engagement

Cross-sector patterns from YouTube performance and LinkedIn ad creative analysis.

YouTube Subscriber Efficiency

Subscribers gained per video published — the clearest signal of content quality. Higher = each video is pulling its weight.

Observe.ai

17.5 subs per video (646 subs / 37 vids)

Kore.ai

16.6 subs/vid (2.96K / 178)

SurveySparrow

15.2 subs/vid (4.92K / 323)

Forethought

11.8 subs/vid (284 / 24)

Moveworks

11.6 subs/vid (3.69K / 319)

Cresta

9.6 subs/vid (625 / 65)

Gorgias

7.8 subs/vid (2.91K / 371)

JustCall

7.9 subs/vid (1.34K / 170)

Helpshift

5.9 subs/vid (1.09K / 186)

Decagon

5.7 subs/vid (290 / 51)

Neuron7

5.0 subs/vid (60 / 12)

Help Scout

4.7 subs/vid (1.07K / 230)

Gladly

2.9 subs/vid (239 / 81)

Kustomer

1.3 subs/vid (696 / 540)

Capacity

0.88 subs/vid (114 / 130)

The top 3 most efficient channels share a pattern: focused content, not volume plays

Observe.ai (17.5 subs/vid), Kore.ai (16.6), and SurveySparrow (15.2) each take a different approach but share one thing: they publish content with a clear audience in mind rather than trying to cover everything. Observe.ai focuses tightly on conversation intelligence and contact center analytics. Kore.ai targets enterprise service automation buyers. SurveySparrow centres on CX feedback tools. The worst-performing channels — Capacity (0.88) and Kustomer (1.3) — publish broadly, covering everything from product updates to company culture to event recaps, diluting the signal for any specific audience segment.

LinkedIn Ad Formats That Differentiate

Observed creative strategies from verified ad libraries — what stands out from the static-image default

Customer Testimonial Video

Cresta (Lori Bradshaw, Guest Capital), Aisera (Snap Inc., UHG), Decagon (Jesse Zhang CEO). Named people from named companies on camera. The strongest consideration-stage format in the sector — these ads stand out against the static-image default.

Product Demo Video

Forethought (“Turn Support Requests into Executed Workflows”, “Scale Support Without Adding Product Debt”). Product capability shown in motion rather than described in a static image. Rare in this sector — most companies default to screenshot + bullet point statics.

Lead Gen Giveaway (Static)

Listen Labs runs promotional offers with AirPods/DoorDash giveaways — all 165 ads are static. High-volume conversion play but no brand building. Unusual approach for B2B SaaS.

CEO Thought Leadership (Static)

Observe.ai runs CEO thought leadership as PDFs and document ads — 276 ads, all static. These would likely perform better as short video clips (LinkedIn’s algorithm favours native video in the feed), but the company hasn’t made that shift yet.

The playbook that’s working: customer proof on camera + high ad volume

Cresta (655 ads, video), Aisera (344 ads, video), and Helpshift (255 ads, video) combine high ad volume with named customer testimonial video. This is the closest thing to a proven formula in the sector. These companies aren’t just running more ads — they’re using a format (real customer, real name, real company, on camera) that the majority of competitors haven’t adopted. The sector-wide default is still static image + PDF download, which means any company that shifts budget toward video creative in their LinkedIn ads will stand out from the feed.

Methodology

How this data was collected and verified.

YouTube: Subscriber counts and video totals verified via direct channel navigation in February 2026. All channel URLs included and clickable.

LinkedIn Ad Library: Ad counts verified via companyId-specific browser search (linkedin.com/ad-library/search?companyIds=[ID]). Each company’s companyId was extracted from their LinkedIn company page source. Video presence confirmed by visual inspection for play button indicators on ad thumbnails. All ad library URLs included and clickable.

Funnel Stage Mapping: Based on creative analysis of ad content observed in the LinkedIn Ad Library — headlines, imagery, CTAs, and targeting signals. Awareness = brand positioning, press clips, thought leadership. Consideration = case studies, product demos, customer proof, benchmarks. Conversion = InMail, gated content, event registration, product reservation.

Video Maturity Rating: Composite assessment across YouTube (subscribers + video count + efficiency ratio), LinkedIn Ad Library (volume + video adoption), LinkedIn organic video (company page video posts), and website video presence. Leader = active across all channels. Contender = active on 2-3 channels. Emerging = early presence. Absent = minimal or no video.

Ad counts note: LinkedIn Ad Library shows one entry per targeting variant. A single creative can appear 20-50+ times with different audience segments. Counts reflect total entries, not unique creatives.

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