Author of this article: Marshall Fu, content marketing expert
自从2022年11月OpenAI推出ChatGPT以来，智能客服领域迎来了飞速发展，AI Agent也在客服应用中扮演着越来越重要的角色。然而，面对市场上层出不穷的智能客服解决方案，企业要如何找到最适合自己需求的产品呢？为了帮您解答这个难题，我们参考了G2、Capterra、TrustRadius等国际知名评测平台，并结合了Gartner和Forrester的行业报告，最终盘点出了2024年最值得使用的8款AI智能客服软件，希望为您的选择提供一些启发和指引。
Quick view in one picture
- Mixdesk
Product introduction：Mixdesk YesMeiqia推出的子品牌，美洽2014年成立，专注细分智能客服领域，与宝洁、字节跳动及当地政府等40W+企业都有深度合作，曾获新经济之王年度最具影响力企业。新产品Mixdesk主要为跨境电商和出海企业提供AI智能客服服务。产品聚合 Livechat、WhatsApp、Facebook、Instagram、Line、Email、Telegram 等多个渠道，提高企业客服效率。并通过AI大语言模型技术加持，AI 赋能营销&服务。最终帮助企业实现自动化客户沟通、多语言支持、团队协作和数据分析，从而优化客户体验并提升品牌的全球影响力。
Main functions: multi-channel aggregation, AI employees, multi-language communication, automated workflow, active marketing mass distribution, AI data insight, etc.
Region: Hong Kong, China
Advantages: The long-term brand development is more guaranteed, the multi-channel aggregation function of the product and the AI Agent function are more mature than competing products, the interface is friendly, in line with the Chinese language logic, and the official customer service responds quickly, which is particularly suitableOverseas companies in Hong Kong, Macao, Taiwan and China。
Price: Starting at$39 per month, it supports free trial, unlimited seats, and free translation function.
Applicable enterprises: cross-border enterprises in Hong Kong, Macao, Taiwan and China, large, medium and small-scale are suitable.
Mixdesk
AI Agent
- Salesforce
Product introduction: When it comes to customer service products, I have to mention Salesforce. As the world's leading CRM platform, it was established in 1999. The goal is to help enterprises carry out comprehensive management at all stages of the customer life cycle (from marketing and sales to customer service and support), mainly serving large and medium-sized enterprises. Its deep industry accumulation and feature richness have made it score high scores in Gartner's CRM score many times.
Main functions: CRM system, marketing automation, cloud services
Region: San Francisco, USA
Advantages: The brand has been precipitated for 25 years, has a long history, customized products and services are good, and its functions are very comprehensive and extensive, which can meet the needs of complex enterprises.
Disadvantages: The operation platform is complex and requires the support of a professional technical team in the company. In addition, its learning cost is extremely high, so it is not suitable for small and medium-sized enterprises.
Price: The price is extremely high, starting at$300 per year for the basic version, and the AI function requires an additional high-end package, which can cost hundreds of thousands of US dollars.
Applicable enterprises: large and medium-sized enterprises, especially suitable for companies with professional technical teams.
- Zendesk
Product introduction: Zendesk was founded in 2007. It is a veteran player in the intelligent customer service industry and supports multi-channel integration and automated configuration. Over the years, Zendesk has developed into a comprehensive platform covering intelligent customer service, CRM systems, and messaging integration.
Main functions: multi-channel integration, CRM integration, automated workflow
Region: San Francisco, USA
Advantages: The brand has deep accumulation, can integrate multiple channels such as email, social media, and telephone, and supports integration with Salesforce, Shopify, Slack and other applications, which are widely applicable.
Disadvantages: The customer service response time is long, the charges are charged according to the agent, and the AI function is more expensive and needs to be charged according to the number of messages, the Chinese interface is not perfect, and it is not very friendly to Chinese users.
Price: Starting at$55 per user per month, and the AI function package is$169 per user per month.
Applicable enterprises: suitable for medium-sized enterprises that require multi-channel integration and sufficient budget.
- Intercom
Product introduction: Since its establishment in 2011, Intercom has integrated tools such as chatbots, customer support, marketing, and user data analysis into one platform, and is committed to helping companies interact with customers at all stages of the customer life cycle. Its AI-driven deep automation function is very popular among small and medium-sized enterprises, and it is particularly good at integrating AI into multiple functional modules such as customer support and marketing.
Main functions: multi-channel message aggregation, data analysis, AI-driven automation
Region: San Francisco, USA
Advantages: Strong multi-channel integration capabilities, comprehensive coverage of AI functions, and multi-faceted support from pre-sales to after-sales.
劣势：和Zendesk类似，在G2中收到大量客户反馈客服响应较慢的问题，中文界面和支持不足。缺乏对大型企业的深度定制服务，缺少成熟的CRM系统。网络要求高。
Price: Starting at$39 per user per month, advanced functions such as automation modules need to be upgraded for a fee. Usually, small businesses spend more than月度200 per month.
Applicable enterprises: Especially suitable for small and medium-sized enterprises that need AI support.
- Salesmartly
产品介绍：成立于2021年，Salesmartly专注于中国跨境电商，提供从社交引流到客户管理的一站式沟通平台。
Main functions: omni-channel customer service integration, AI support
Region: Guangzhou, China
Advantages: It is suitable for cross-border e-commerce in China and can support message aggregation on multiple social platforms.
Disadvantages: AI functions are weak and not yet implemented based on large models, international applicability is limited, and a complete CRM system is lacking.
Price: The starting price is$9 per user per month, which is suitable for start-ups with a limited budget.
Applicable companies: Cross-border e-commerce in the Chinese market is particularly suitable for start-ups.
- Freshdesk
Product introduction: Freshdesk is a product launched by Freshworks. It supports multi-channel customer service and can integrate requests received through e-mail, telephone, chat and other channels into work orders for unified management.
Main functions: ticket management, multi-channel integration, data analysis
Region: San Francisco, USA
Advantages: The interface is simple and intuitive, the learning cost is low, and you can get started without a lot of training. The data analysis function is slightly better than competing products, and can monitor performance, identify patterns, and visualize various indicators in real time.
Disadvantages: The AI function is still being improved, and the response speed is not fast enough under high traffic. Some large-scale components may require additional setup or technical support, which may cause inconvenience to teams without dedicated IT help.
Price: Starting at$15 per user per month, team use needs to be upgraded to$49 per user per month.
Applicable enterprises: suitable for small and medium-sized enterprises, especially teams that require ticket management and data analysis.
- ActiveCampaign
Product introduction: ActiveCampaign was established in 2003. It is a customer experience platform that integrates email marketing, automated marketing, CRM and sales automation. It is mainly aimed at small and medium-sized enterprises. It is particularly suitable for enterprise users who need to combine email marketing and customer management.
Main functions: email marketing, automated marketing, CRM, sales automation
Region: Chicago, USA
Advantages: Excellent performance in email marketing, widely serving users in the US market.
Disadvantages: It often takes a long time to get feedback when using consulting customer service. AI functions are still in the development stage, and some functions are designed to be complex and costly to learn.
Price: The pricing is complicated, and it is charged according to the number of contacts, starting at$15 per month. The minimum package does not support social media or SMS integration, and the AI function needs to be upgraded to a monthly package of$79.
Applicable enterprises: It is particularly suitable for small and medium-sized enterprises that have a high demand for email marketing customer management.
- Zoho Desk
Product Introduction: Zoho Desk is a multi-channel support and AI customer service platform launched by Zoho, an Indian company established in 1996, in 2016. It supports compatibility and linkage with other Zoho products.
Main functions: multi-channel support, customized service desk, AI function
Region: Chennai, India
Advantage: It can seamlessly connect with other Zoho products and provide comprehensive multi-channel aggregation capabilities.
Disadvantages: The AI function is in its infancy and is relatively imperfect, the low-cost version has more basic functions, and some advanced functions (such as advanced analysis and AI support) are only available in high-end packages.
Price: The AI function package is$40 per user per month, which is suitable for companies that need a full set of Zoho product support.
Applicable enterprises: It mainly serves small and medium-sized enterprises, especially companies that have used other Zoho products.
Summary and recommendation
Mixdesk
AI Agent
References：
- Gartner，2024年度CRM市场报告，链接：Gartner
- TrustRadius，智能客服软件对比分析，链接：TrustRadius
- G2，Salesforce评分页面，链接：G2
- Capterra，Zendesk产品评测，链接：Capterra
- G2，Intercom产品评价页面，链接：G2
- 美洽科技Mixdesk官方网站，链接：Mixdesk
- Salesmartly官网，链接：Salesmartly
- Zoho Desk官方页面，链接：Zoho Desk
