AI customer support agent features & capabilities compared: Tawk vs. SalesIQ (Zoho)
Tawk and SalesIQ (Zoho) are both AI customer support platforms designed to streamline customer interactions and deflect support tickets through automated solutions. Tawk offers a pricing structure of $20 per 1,000 tickets/chats, with usage tiers ranging from Hobby (100 messages per month) to Enterprise (20,000 messages per month). Key features include human handover capabilities, comprehensive analytics and insights, and email lead capture, although it lacks an AI email assistant.
SalesIQ (Zoho), on the other hand, provides pricing on a per-quote basis (POA) and offers a range of usage tiers from a free plan (100 chat sessions per month) to professional and enterprise plans with unlimited chat sessions. Similar to Tawk, SalesIQ (Zoho) includes human handover, analytics and insights, and email lead capture, but it also does not feature an AI email assistant. The flexibility in usage tiers and the provision of unlimited sessions in higher plans position SalesIQ (Zoho) as a scalable solution for businesses with varying customer support needs.
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Full breakdown: All available features and pricing
| Feature | Tawk | SalesIQ (Zoho) | + My AskAI |
|---|---|---|---|
| Offers AI Customer Support Features? | Yes | Yes | Yes |
| Offers AI Features for Support Agents? | No | Yes | Yes |
| AI Price Per 1,000 tickets/chats | $20 | POA | $99 |
| Usage Tiers | Hobby - 100 messages/mo Growth- 1,000 messages/mo Enterprise- 20,000 messages/mo |
Free - 100 chat sessions/mo Basic - 1000 chat sessions/mo Professional - unlimited chat sessions Enterprise - unlimited chat sessions |
Essentials - 200 conversations/mo Pro - 1,000 conversations/mo Enterprise - Unlimited $0.10 per conversation beyond limits |
| Human Handover | Yes | Yes | Yes |
| Conversation Analytics/Insights | Yes | Yes | Yes |
| AI Email Assistant | No | No | Yes |
| Email Lead Capture | Yes | Yes | Yes |
| Pricing Page | Tawk pricing page | SalesIQ (Zoho) pricing page | My AskAI pricing page |
| Content Limits | Based on features | Basic plan upto - 100 articles Professional - 1000 articles Enterprise - 2000 articles |
Essentials - Unlimited webpages & documents Pro - Unlimited webpages & documents Enterprise - Unlimited webpages & documents Updated automatically |
| Number of Chatbots/Agents | Not provided | Free - 0 Basic - 1 chatbot Professional - 5 chatbots Enterprise - 10 chatbots |
Essentials - 1 (2 modes: public and private) Pro - 1 (2 modes: public and private) Enterprise - Unlimited |
| Hosted Help Centre | Yes | No | No |
| Chatbot Flow Builder | Yes | No | No |
| Integrations (Content/Knowledge) | Your website Shortcuts Documents Knowledge Base Plain text |
Files Help Center |
Websites Files (PDF, Docx, txt, CSV, pptx, mp3, mp4 (audio), xlsx) Google Drive Notion Confluence SharePoint Gitbook OneDrive Dropbox Zendesk Intercom Salesforce |
| Integrations (End Users) | Tawk marketplace / app store | SalesIQ (Zoho) marketplace / app store | Website Zendesk (app) Intercom (app) HubSpot (app) Slack (app) Teams (app) Zapier Tidio LiveChat Crisp SalesIQ (Zoho) Tawk Freshchat WhatsApp (via Intercom/Zendesk) Instagram (via Intercom/Zendesk) Messenger (via Intercom/Zendesk) X/Twitter (via Intercom/Zendesk) |
| GDPR Compliant | Yes | Yes | Yes |
| SOC-2 Compliant | No | Yes | No |
| Support | Hobby - AI Assist, Live Chat Growth- Ai Assist, Priority Live Chat Enterprise- custom message limits, priority support, and the option to purchase additional "overage" credits |
Not provided | Essentials - Web, email Pro - Priority web, email, video Enterprise - Slack, Success manager |
| AI Models Available | Hobby - Apollo AI Bot Growth- Apollo AI Bot Enterprise- Apollo AI Bot |
Free - Basic - Professional - Enterprise - GPT-4 |
Essentials - GPT-4o Pro - GPT-4o Enterprise - GPT-4o/Claude/Gemini |
| API Access | Yes | Yes | Yes |
Overview
This analysis compares the AI customer support features of three platforms: Tawk, SalesIQ (Zoho), and My AskAI. The focus is on their capabilities in deflecting support tickets, pricing, and key functionalities.
AI Customer Support Features
All three platforms offer AI customer support features aimed at deflecting support tickets. Tawk and SalesIQ (Zoho) provide robust AI capabilities, but My AskAI stands out with additional features like an AI Email Assistant, which neither Tawk nor SalesIQ offers. This feature can significantly enhance customer support by automating email responses.
AI Features for Support Agents
SalesIQ (Zoho) and My AskAI both offer AI features for support agents, aiding in more efficient handling of customer queries. Tawk lacks this capability, potentially limiting its effectiveness in streamlining agent workflows.
Pricing
For AI customer support, Tawk charges $20 per 1,000 tickets/chats, while SalesIQ (Zoho) pricing is POA (Price on Application). My AskAI has a higher rate at $99 per 1,000 conversations but offers more comprehensive features, including AI Email Assistant.
Usage Tiers
Tawk offers three tiers: Hobby (100 messages/mo), Growth (1,000 messages/mo), and Enterprise (20,000 messages/mo). SalesIQ (Zoho) has a free tier (100 chat sessions/mo) and scales up to unlimited chat sessions in its Enterprise plan. My AskAI starts with Essentials (200 conversations/mo), Pro (1,000 conversations/mo), and Enterprise (unlimited), with an additional $0.10 per conversation beyond these limits.
Human Handover
All three platforms support human handover, ensuring that complex queries can be escalated to live agents when necessary.
Conversation Analytics/Insights
Each platform provides conversation analytics and insights, helping businesses understand customer interactions and improve support strategies.
AI Email Assistant
Only My AskAI offers an AI Email Assistant, which can automate email responses and streamline support operations. This unique feature can be a significant advantage for businesses with high email support volumes.
Email Lead Capture
All three platforms support email lead capture, facilitating the collection of customer information for follow-up and marketing purposes.
Content Limits
SalesIQ (Zoho) has content limits based on the plan, ranging from 100 to 2,000 articles. My AskAI offers unlimited webpages and documents across all tiers, automatically updated, providing more flexibility. Tawk's content limits are based on features.
Number of Chatbots/Agents
SalesIQ (Zoho) offers a varying number of chatbots depending on the plan, from 0 in the free tier to 10 in the Enterprise plan. My AskAI provides one chatbot in Essentials and Pro, with unlimited chatbots in the Enterprise tier. Tawk does not specify the number of chatbots/agents.
Hosted Help Centre and Chatbot Flow Builder
Tawk offers a hosted help center and a chatbot flow builder, while SalesIQ (Zoho) and My AskAI do not provide these features.
Integrations (Content/Knowledge)
My AskAI supports a wide range of integrations, including websites, various file types, and platforms like Google Drive, Notion, and Salesforce. Tawk and SalesIQ (Zoho) offer more limited integrations.
Integrations (End Users)
My AskAI integrates with multiple end-user platforms such as Zendesk, Intercom, HubSpot, Slack, and more. Tawk and SalesIQ (Zoho) also offer integrations but through their respective marketplaces.
Compliance and Support
All three platforms are GDPR compliant. SalesIQ (Zoho) is also SOC-2 compliant, which Tawk and My AskAI are not. Support varies, with My AskAI offering priority support in higher tiers, including a dedicated success manager in the Enterprise plan.
AI Models Available
Tawk uses Apollo AI Bot across all plans. SalesIQ (Zoho) offers GPT-4 in the Enterprise plan, while My AskAI provides GPT-4o across all plans, with options for Claude and Gemini in the Enterprise tier.
API Access
All three platforms offer API access, enabling businesses to integrate their AI support functionalities with other systems.
Conclusion
My AskAI offers comprehensive AI customer support features, including unique capabilities like the AI Email Assistant and extensive integrations, making it a robust choice for businesses seeking advanced AI-driven support solutions.
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