AI customer support agent features & capabilities compared: SalesIQ (Zoho) vs. Tawk

Introduction

This analysis focuses on the AI customer support features of three platforms: SalesIQ (Zoho), Tawk, and My AskAI. Each platform aims to deflect support tickets and enhance customer service through AI-driven solutions.

AI Customer Support Features

All three platforms offer AI customer support features designed to streamline customer interactions and deflect tickets. SalesIQ (Zoho) and Tawk provide comprehensive AI capabilities directly, while My AskAI can be integrated within both SalesIQ (Zoho) and Tawk to enhance their existing functionalities.

AI Features for Support Agents

SalesIQ (Zoho) and My AskAI both offer AI features specifically designed to assist support agents, helping them resolve queries more efficiently. In contrast, Tawk does not provide AI features targeted at support agents, focusing more on direct customer interactions.

Pricing

The cost per 1,000 tickets/chats varies significantly between the platforms. SalesIQ (Zoho) uses a "Price on Application" (POA) model, which requires potential customers to contact them for a quote. Tawk is more transparent, charging $20 per 1,000 messages. My AskAI is priced at $99 per 1,000 conversations, reflecting its advanced capabilities and integrations.

Usage Tiers

SalesIQ (Zoho) offers a range of usage tiers from a free plan with 100 chat sessions per month to an enterprise plan with unlimited sessions. Tawk provides three tiers: Hobby (100 messages/month), Growth (1,000 messages/month), and Enterprise (20,000 messages/month). My AskAI also has three tiers: Essentials (200 conversations/month), Pro (1,000 conversations/month), and Enterprise with unlimited conversations, with additional conversations priced at $0.10 each.

Human Handover

All three platforms support human handover, ensuring that complex queries can be escalated to human agents when necessary. This feature is crucial for maintaining high customer satisfaction and resolving issues that AI might not handle effectively.

Conversation Analytics/Insights

SalesIQ (Zoho), Tawk, and My AskAI all provide conversation analytics and insights, enabling businesses to monitor and optimize their customer support performance. These insights help in understanding customer behavior and improving service quality.

AI Email Assistant

My AskAI stands out with its AI Email Assistant feature, which neither SalesIQ (Zoho) nor Tawk offer. This feature can assist in managing and automating email responses, further reducing the workload on support teams.

Email Lead Capture

All three platforms offer email lead capture capabilities, helping businesses to collect and manage leads efficiently. This feature is essential for converting website visitors into potential customers.

Content Limits

SalesIQ (Zoho) has varying content limits based on the plan, ranging from 100 articles in the Basic plan to 2,000 articles in the Enterprise plan. Tawk's content limits are based on the features selected. My AskAI provides unlimited content across all plans, automatically updating to ensure the latest information is available.

Number of Chatbots/Agents

SalesIQ (Zoho) offers up to 10 chatbots in its Enterprise plan, while Tawk does not specify the number of chatbots. My AskAI provides flexibility with one chatbot in the Essentials and Pro plans (with public and private modes) and unlimited chatbots in the Enterprise plan.

Hosted Help Centre

Tawk offers a hosted help center, which SalesIQ (Zoho) and My AskAI do not. This feature can be beneficial for businesses looking to provide a centralized knowledge base for their customers.

Chatbot Flow Builder

Tawk includes a chatbot flow builder, allowing businesses to create customized chat flows. This feature is not available in SalesIQ (Zoho) or My AskAI, which may limit the customization options for some users.

Integrations (Content/Knowledge)

SalesIQ (Zoho) integrates with files and help centers, while Tawk supports website, shortcuts, documents, knowledge bases, and plain text. My AskAI offers extensive content and knowledge integrations, including websites, various file types, and popular platforms like Google Drive, Notion, Confluence, SharePoint, and more.

Integrations (End Users)

SalesIQ (Zoho) and Tawk have their respective marketplaces/app stores for end-user integrations. My AskAI supports a wide range of integrations, including websites, Zendesk, Intercom, HubSpot, Slack, Teams, Zapier, Tidio, LiveChat, Crisp, SalesIQ (Zoho), Tawk, Freshchat, and various social media platforms via Intercom/Zendesk.

Compliance

All three platforms are GDPR compliant, ensuring they meet the necessary data protection regulations. SalesIQ (Zoho) is also SOC-2 compliant, providing additional assurance regarding data security practices.

Support

Support options vary, with Tawk offering different levels based on the plan, including AI Assist and priority live chat. My AskAI provides web and email support in the Essentials plan, priority web, email, and video support in the Pro plan, and Slack and a success manager in the Enterprise plan. Specific support details for SalesIQ (Zoho) are not provided.

AI Models Available

SalesIQ (Zoho) offers access to GPT-4 in its Enterprise plan. Tawk uses the Apollo AI Bot across all its plans. My AskAI provides GPT-4o in the Essentials and Pro plans, with the Enterprise plan offering a choice of GPT-4o, Claude, or Gemini models.

API Access

All three platforms offer API access, enabling businesses to integrate their AI customer support features with other systems and customize their functionality as needed.

Conclusion

In summary, SalesIQ (Zoho), Tawk, and My AskAI each offer robust AI customer support features, with My AskAI providing unique advantages such as an AI Email Assistant and extensive integrations. The choice between these platforms will depend on specific business needs, budget, and desired features.