Author of this article: Marshall Fu, content marketing expert
Since November 2022OpenAIlaunchChatGPTSince then, the field of intelligent customer service has ushered in rapid development, and AI Agent has also played an increasingly important role in customer service applications. However, facing the endless supply of intelligent customer service solutions on the market, how can companies find the product that best suits their needs? In order to help you answer this difficult question, we have referred toG2、Capterra、TrustRadiusAnd other internationally renowned evaluation platforms, combined withGartnerandForresterThe industry report finally took stock of the 8 AI intelligent customer service software that are most worthy of use in 2024, hoping to provide some inspiration and guidance for your choice.
Quick view in one picture
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.
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.
Product introduction：Mixdesk YesMeiqiaThe launched sub-brand, Meiqia was established in 2014, focusing on the field of intelligent customer service, andProcter & Gamble、Byte beatingAnd 40W+ enterprises such as the local government have in-depth cooperation, and have wonThe King of the New Economy, the most influential company of the year。 The new product Mixdesk mainly provides AI intelligent customer service services for cross-border e-commerce and overseas enterprises. Product aggregation Livechat、WhatsApp、Facebook、Instagram、Line、Email、Telegram And other channels to improve the efficiency of corporate customer service. And passAI Big Language Model Technology Blessing, AI-enabled marketing & service. Ultimately, it helps companies automate customer communication, multilingual support, teamwork, and data analysis to optimize the customer experience and enhance the global influence of the brand.
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。
Disadvantages: Due to full-time marketing and customer service links, there is a lack of a mature CRM system.
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.
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.
Disadvantages: Similar to Zendesk, inG2We have received a large number of customer feedback on the slow response of customer service, and the Chinese interface and support are insufficient. There is a lack of in-depth customized services for large enterprises and a mature CRM system. High network requirements.
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.
Product introduction: Established in 2021，SalesmartlyFocus on Chinese cross-border e-commerce, providing a one-stop communication platform from social drainage to customer management.
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.
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.
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.
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
Recommended options for different enterprise sizes and needs：
- Large and medium-sized enterprises：SalesforceProvide a fully functional solution, suitable for enterprises that require complex management.
- Overseas companies in Hong Kong, Macao, Taiwan and mainland China：MixdeskIt is user-friendly to Chinese, and has a layout for large, medium and small enterprises of different sizes, especially suitable for overseas enterprises in Hong Kong, Macao, Taiwan and mainland China.
- SME：IntercomAre suitable for small and medium-sized enterprises with limited budgets
- Combination of email marketing and customer management：ActiveCampaignIt is the best choice and can provide perfect mail and CRM automation support.
References：
- Gartner, 2024 CRM Market Report, Link：Gartner
- TrustRadius, comparison and analysis of intelligent customer service software, link：TrustRadius
- G2, Salesforce rating page, link：G2
- Capterra, Zendesk product review, link：Capterra
- G2, Intercom product evaluation page, link：G2
- Mixdesk official Website, link：Mixdesk
- Salesmartly official website, link：Salesmartly
- Zoho Desk official page, link：Zoho Desk
