AI customer support features comparison: Watermelon vs Customerly

Introduction

Watermelon, Customerly, and My AskAI are AI customer support tools designed to streamline customer interactions and deflect support tickets. Each platform offers unique features, pricing plans, and capabilities, catering to different business needs. Below is a comparison of these three tools to highlight their strengths and differences.

AI Customer Support Features

All three platforms—Watermelon, Customerly, and My AskAI—offer AI customer support features to help businesses manage and automate their customer service operations. They provide functionalities that can handle customer inquiries, reducing the workload on human support agents.

AI Features for Support Agents

Watermelon and My AskAI both offer AI features specifically designed to assist support agents, enhancing their efficiency and productivity. Customerly, on the other hand, does not provide AI features tailored for support agents, focusing more on direct customer interaction.

Pricing Plans

Watermelon's pricing tiers range from €149 to €1499 per month, depending on the plan selected. Customerly offers more affordable options starting at $9 and going up to $299 per month. My AskAI's pricing is positioned between the two, with plans starting at $60 and going up to customized enterprise pricing. Notably, My AskAI offers a 30-day free trial on all plans without requiring a credit card.

AI Price Per 1,000 Tickets/Chats

In terms of cost efficiency, My AskAI stands out with a rate of $99 per 1,000 tickets/chats, significantly lower than Watermelon's $522 and Customerly's $300. This makes My AskAI a more cost-effective solution for handling high volumes of customer interactions.

Usage Tiers

Watermelon's pricing is based on feature sets, while Customerly uses a usage-based billing model for its higher-tier plans. My AskAI offers clear usage tiers with the Essentials plan allowing 200 conversations per month, the Pro plan 1,000 conversations, and the Enterprise plan offering unlimited conversations. Additional conversations are billed at $0.10 each, providing transparent and scalable pricing.

Human Handover

All three platforms—Watermelon, Customerly, and My AskAI—support human handover, ensuring that complex queries can be seamlessly transitioned from AI to human agents when necessary.

Conversation Analytics/Insights

Each platform provides conversation analytics and insights, enabling businesses to monitor and optimize their customer support interactions. This feature is crucial for understanding customer behavior and improving service quality.

AI Email Assistant

Both Customerly and My AskAI include an AI email assistant feature, which is absent in Watermelon. This capability allows for automated email responses, further enhancing the efficiency of customer support operations.

Email Lead Capture

All three platforms offer email lead capture functionalities, helping businesses to gather and manage potential customer leads effectively.

Content Limits

Watermelon offers unlimited channels across all its plans, while Customerly's content limits vary by plan, ranging from 1,000 to 50,000 interactions. My AskAI provides unlimited webpages and documents across all plans, with automatic updates, ensuring comprehensive content management.

Number of Chatbots/Agents

Watermelon's chatbot availability increases with higher-tier plans, from no chatbots in the Basic plan to 10 in the Enterprise plan. Customerly does not specify the number of chatbots/agents. My AskAI offers one chatbot with dual modes (public and private) in the Essentials and Pro plans, and unlimited chatbots in the Enterprise plan.

Hosted Help Centre

Watermelon and Customerly both offer a hosted help center, whereas My AskAI does not include this feature. This could be a consideration for businesses looking for an integrated help center solution.

Chatbot Flow Builder

Customerly provides a chatbot flow builder, a feature not available in Watermelon and My AskAI. This tool allows businesses to create customized chatbot interactions, enhancing user experience.

Integrations (Content/Knowledge)

Watermelon integrates with websites and documents, while Customerly focuses on help center integration. My AskAI offers extensive integrations with various platforms, including websites, files, Google Drive, Notion, Confluence, SharePoint, Gitbook, OneDrive, Dropbox, Zendesk, Intercom, and Salesforce, providing a robust and flexible solution.

Integrations (End Users)

Watermelon plans to expand its end-user integrations significantly by early 2024, including popular platforms like Facebook Messenger, WhatsApp, Instagram, and more. Customerly offers integrations with Wordpress, Zapier, and several marketing and analytics tools. My AskAI supports a wide range of integrations, including website, Zendesk, Intercom, HubSpot, Slack, Teams, and various chat platforms, ensuring seamless connectivity with existing systems.

Compliance and Support

All three platforms are GDPR compliant, but none are SOC-2 compliant. My AskAI offers tiered support options, including web, email, priority support, and dedicated success managers for enterprise clients. Watermelon provides comprehensive support across all plans, with additional services like custom onboarding and prompt engineering training for higher tiers. Customerly's support details are not provided.

AI Models and API Access

Watermelon uses different AI models depending on the plan, with higher tiers accessing more advanced models like GPT-4o. Customerly and My AskAI both utilize GPT-4o, with My AskAI also offering access to Claude and Gemini models in the Enterprise plan. All three platforms provide API access, allowing for custom integrations and extended functionalities.

Conclusion

In summary, while Watermelon, Customerly, and My AskAI all offer robust AI customer support solutions, My AskAI stands out with its cost-effective pricing, extensive integrations, and comprehensive support options. Its clear usage tiers and additional AI models make it a versatile choice for businesses looking to enhance their customer support operations.