Mixdesk vs Salesmartly: An article to complete the selection of AI customer service system

Author of this article：Fiona

At the moment when cross-border business is deeply bound to private domain operations, the intelligent customer service platform has been upgraded from an “auxiliary tool” to a “growth engine”, not only to undertake customer inquiries, but also to connect the full links of customer acquisition, conversion, and repurchase.

Among the many platforms，Mixdesk And Salesmartly These are two products that are highly discussed in cross-border circles. What is the difference between them? Which one is more suitable for your business?

This article will disassemble the core functions, applicable scenarios and advantages of the two for you, and attach a comparison table for you to make a judgment in 3 minutes.

1. Product Positioning and Core audience: looking at differences from the root cause

The core difference between the two tools stems from the difference between the initial positioning and the target user, which directly determines the focus of the functional design.：

1. Salesmartly: Basic SCRM + Social Marketing Tools

Salesmartly is positioned as a "lightweight social marketing and customer service tool”, and its core capabilities revolve around WhatsApp、Facebook The basic operation of social channels such as is expanded to provide multi-account message aggregation and simplicity.Automatic reply, Customer label remarks and other functions, and comes with a basic marketing technique template.

Its target users are mainly “small teams of less than 5 people”-such as individual cross-border sellers and start-up foreign trade companies. The core demand of such users is “low-cost multi-account message management”, with lower demand for complex AI responses and in-depth data insights, and more attention to “fast start-up and low price”.

2. Mixdesk: Omni-channel intelligent operation + deep SCRM platform

Mixdesk Positioned as an ”enterprise-level omni-channel intelligent operation platform“ with ”AI intelligent customer service + multi-channel integration + in-depth SCRM" as the core, it covers all scenarios such as WhatsApp, Facebook, Instagram, Web chat, and e-mail, and has the capabilities of anti-blocking mechanism, advertising data linkage, and refined team collaboration.

Its target users are “growth-oriented enterprises with more than 10 people and medium- and large-scale teams”-such as cross-border e-commerce brands, multi-product-line foreign trade factories, and overseas service providers that require compliance and control. The core requirement is “full-link efficiency improvement + precipitation of customer assets + controllable risk", which requires tool support.Customer acquisitionThe whole process operation from repurchase to repurchase.

2. Single-point comparison of core functions: See the true chapter for the 5 dimensions

Starting from the core scenarios of the actual operation of the enterprise, we disassemble the specific performance of the two tools from the five dimensions of “multi-channel integration, AI intelligence capabilities, customer capital management, teamwork, and customized expansion”.：

1. Multi-channel integration ability: can it achieve “one background management of all"?

Salesmartly：

Support access to mainstream social channels such as WhatsApp, Facebook, and Instagram, and can realize centralized reply to multi-account messages.

Mixdesk：

Realize the omni-channel integration of “Social + official website + mail + independent station”, including WhatsApp, Facebook, instagram, telegram and other platforms, all channels of news, leads, and customersdataAggregate into one background without switching tools.

Summary of differences: If the team only needs to manage social channels, the basic functions of both tools can meet daily operations. However, for companies that cover multiple contacts such as social networking, official websites, and e-mail at the same time, it is more suitable to choose an integrated platform with "cross-scenario integration capabilities". like Mixdesk Such systems can centralize multi-channel messages in the same background for processing, eliminating the need for teams to switch between different interfaces, thereby maintaining more consistent customer service and operational efficiency.

2. AI intelligent customer service capabilities: Can it replace manual labor to undertake high-frequency needs?

Salesmartly：

It has basic AI automatic response capabilities, and preset speech techniques can be triggered through keyword or rule matching, which is suitable for common standardization issues such as price inquiry and logistics time. The processing power is weak for scenes that require a deeper understanding of context, processing vague expressions, or multiple rounds of continuous dialogue.

Mixdesk：

Integrate ChatGPT, DeepSeek and other top-levelBig language model, AI has the ability of multilingual semantic understanding and cross-session context memory, and can accurately respond to complex inquiries such as ”customized requirements“ and ”after-sales troubleshooting"; it supports intelligent diversion, AI preprocessing and artificial bottoming out, and the AI solution rate of basic consulting can reach more than 90%.

Summary of differences：Mixdesk Based on the large language model, it has semantic understanding, multiple rounds of dialogue, and automatic intent recognition capabilities, and can undertake more basic customer service work in more complex or cross-time zone, high-volume consultation scenarios.

3. Customer capital management and SCRM: Can it be precipitated into reusable assets?

Salesmartly：

It supports manual labeling and annotating basic information for customers, and can export a simple customer list; however, there is no automatic portrait generation ability, and it is impossible to extract in-depth data such as customer needs and purchasing preferences from chat records.

Mixdesk：

AI can automatically extract customer names, needs, regions, purchase history and other information from chat records and form clues to generate multi-dimensionallabelAnd complete customer portraits; customer information is stored in the enterprise's exclusive encrypted cloud, which supports real-time synchronization with the enterprise CRM, and employees' rights are recovered after leaving the company, and the turnover rate of customer information is reduced to less than 0.5%.

Summary of differences: Salesmartly is more suitable for handling relatively simple customer capital management needs；Mixdesk Customer information can be automatically precipitated during the dialogue, and labels can be generated based on the consultation content, supporting finer grouping and reach.

4. Teamwork and rights management: Can it support efficient collaboration among multiple people?

Salesmartly：

Support multiple users to log in to the same account to process messages, and provide basic authority division of "administrator/ordinary customer service"; problems such as accidental deletion of conversations and unauthorized operations are prone to occur when multiple people collaborate.

Mixdesk：

It adopts refined hierarchical authority control, and can assign authority according to the roles of “administrator, operation, customer service, and quality inspection”; it supports session transfer, internal remarks, and operation log audits to avoid misoperation and data leakage.

Summary of differences：Mixdesk It provides finer rights management, session allocation, and cross-departmental collaboration capabilities, which allows the team to maintain clear processes and clear responsibilities during the expansion process, and steadily improve collaborative efficiency.

5. Customization and extensibility: Can it be adapted to the special needs of enterprises?

Salesmartly：

It supports basic customer information management, including labels, session records, customer grouping, and information synchronization, but its system default modules are fixed, customized, and its expansion capabilities are limited.

Mixdesk：

Provide heightCustomizationAbility-Support the full opening of API interfaces, and can be deeply connected with ERP, CRM, logistics systems and other systems to realize the full-link flow of ”consultation-order-after-sales" data; AI model training, compliance database, and data report dimensions can be customized to adapt to e-commerce, foreign trade, services, etc.Industry demand.

Summary of differences: Salesmartly provides standardized functions, suitable for rapid deployment and basic use；Mixdesk It supports a high degree of customization, can be integrated with the enterprise's existing business systems, realize unified management of data and processes, and help improve overall operational efficiency.

3. Comparison table of core functions

Comparative dimensions	Mixdesk	Salesmartly	Core differences
Multi-channel coverage	WhatsApp, Facebook, Instagram, telegram, mail, independent stations	Social channels such as WhatsApp, Facebook, Instagram, etc.	Mixdesk Support non-social channels to achieve full scene integration
AI intelligence ability	Large model blessing, semantic understanding, multi-round dialogue, intelligent diversion, AI solution rate of 90%+	Keyword matching reply	Mixdesk AI Can replace manual undertaking of complex needs, Salesmartly's AI function is relatively basic
Customer capital management	AI automatic portrait, multi-dimensional label generation, CRM synchronization, encrypted storage to prevent loss	Manually note labels and basic information records	Mixdesk To realize the asset-based customer capital, Salesmartly only makes basic records
Teamwork	Hierarchical authority control, session transfer, operation log, data encryption storage	Basic multi-user login, simple permission division	Mixdesk Support refined collaboration, Salesmartly meets basic sharing needs
Customized extensibility	Fully open API, in-depth system docking, and industry-customized solutions	The default module of the system is fixed, the customization and expansion capabilities are limited	Mixdesk Can be adapted to the existing system of the enterprise
Adapt to the team	Large and medium-sized enterprises, medium and large cross-border teams, multi-channel operation brands	Small sellers, start-up teams, and social channel operators	Scale and demand determine adaptability, and avoid “small horses pulling carts” or "overkill”

4. Summary: Tool selection = match the moment + reserve room for growth

Choosing customer service and operation tools depends not only on how many problems can be solved today, but also on how much room for growth can be brought to the company in the future. If you currently only need to deal with a small number of messages and single-channel communication, Salesmartly can get started quickly and meet short-term needs at low cost.

But for those who haveMulti-channel operation, For companies with customer asset precipitation and team expansion plans，Mixdesk It is more like a "growth-oriented power system”. It supports a high degree of customization and system integration, allowing unified management of data, processes, and team collaboration, and maintaining efficient operations even if the business size is doubled.

Build it once and benefit for the long term-let the tools not only help you "cope with the present", but provide an accelerator for your company's future growth.

FAQ

Q1: Mixdesk is so fully functional, can non-technical personnel get started?

A: Yes. Although Mixdesk is fully functional, it adopts visual drag-and-drop operation, and the core functions are triggered with one click; it is equipped with 1-to-1 consultant guidance, and non-technical personnel can also use it proficiently, and the basic configuration can be completed in 3 minutes.

Q2: Is customer data safe in Mixdesk?

A: It is safe and secure. All data is stored in the AWS cloud, which complies with domestic and foreign data privacy regulations. Even if employees leave their jobs or their accounts are abnormal, customer information and chat records can still be kept intact to avoid data loss.

Q3: Can Mixdesk automatically handle common problems?

A: Yes. Mixdesk has a built-in AI automated workflow, which can automatically reply to high-frequency questions according to business rules, and combine intelligent allocation to transfer complex questions to manual customer service, realizing an efficient mode of “AI undertakes basic needs and handles complex issues manually”.

Q4: Can Mixdesk connect to the existing system?

A: Yes. Mixdesk supports API access and can be integrated with the company's existing ERP, order system, advertising backend and other systems to achieve data exchange and business process automation, and avoid tool silos.