Most businesses that have been around for long enough will tell you that investing in your customer support is a good way to keep your customers coming back. Giving customers instant support either by making sure someone is always there to take care of their needs or by resolving their issues as fast as possible will help achieve this.
As more and more companies use AI tools to help augment their customer support departments, more tools keep being built, making choosing one harder and harder.
In this case, two AI tools are making a name for themselves: Gorgias AI and eesel AI. Each comes with their own strengths, catering to different audiences. You just have to determine which one is right for your business.
Features of Gorgias AI
The Gorgias customer experience platform has several AI offerings to help keep your customers happy. All with the goal of keeping interactions as short as possible for your customers, these features allow interactions to be as fast as possible on select platforms.
- Centralized Support Management: Gain access to emails, chats, and other customer interactions all on one platform.
- AI workflows: Allows for automated ticket routing, response customization, and follow ups, meaning your live agents can focus on other things.
- Help center automation: High deflection rates for commonly asked questions and concerns, based on the knowledge base you use.
- Seamless platform integrations: With an emphasis on Shopify as well as a couple of other popular ecommerce platforms, Gorgias AI usually works without a hitch within them.
Limitations of Gorgias AI
While Gorgias AI offers many ways to streamline and automate several parts of customer service, it does have its own set of challenges.
- Small pool of platforms: While Gorgias works spectacularly within Shopify, some of its AI features only work within it. While Gorgias supports other platforms like Magento, WooCommerce, and BigCommerce, to get the full benefits of AI, you’d have to stick to Shopify.
- High price point: If you’re looking to use all of Gorgias’ AI tools, you’d have to shell out for it. To get the most of the AI tools, you’d have to shell out for at least a pro plan.
- Limited scope of work: The Gorgias AI has the goal of supporting customers and can’t be made to do other tasks.
- Basic reporting: While there are reports, the data that’s reported is lacking in some areas.
eesel AI: an alternative AI features for Gorgias
eesel AI is a powerful integration tool that was created to enhance you helpdesk and not replace it. Unlike standalone platforms, eesel AI allows for a wide range of integrations and AI customization options all at a competitive price point.
It’s a tool made to be used alongside your helpdesk – and every other platform you work with. This means that it’s flexible enough to be used by a wide range of businesses without any trouble. Because of this, the AI is extremely customizable, allowing your brand voice to be the same on every platform you use it on.
It also allows you to add knowledge bases not natively allowed on the platform of your choice. For example, if you have documents in Google Docs, Confluence, PDFs, and many more, you can use all of those as a knowledge base for your AI. In addition, you could have multiple bots for specific purposes trained on different knowledge bases spread throughout your company.
Customizable automation
You have the ability to finely tune your workflows, tone of voice, and bot behavior to match your specific needs. The way customers experience your brand should be consistent, so customize your AI the way you want it.
Wide range of integrations
eesel AI can connect to a wide range of tools and integrate knowledge bases that aren’t native to certain platforms. Gorgias AI is limited to mainly Shopify – but what if you’re using a different ecommerce platform? AI shouldn’t be stuck with just one integration.
Data-driven AI insights
Provides analytics on details like reply success, knowledge gaps, deflection rates, and why the AI couldn’t deflect certain inquiries.
Transparent pricing
eesel AI offers different packaged deals as well as custom plans that allow for a pay-per-interaction model with no surprise or overage fees. You’ll know exactly how much you pay before the end of each month.
Multiple use case bots
You’re able to create bots for specific purposes such as AI assistants for your live agents to use, customer facing AI agents, as well as livechat bots that integrate into your site.
Pick what’s best for you!
While Gorgias AI delivers so many features, it is relegated to a couple of platforms, with the best features being only on Shopify. If your business is mostly on there, you’d be hard pressed to find a better option.
If your team is already using a wide number of platforms, want more integrations, and a wider range of customization options, then eesel AI should be your go to choice for an AI tool. It’ll save both your customers and live agents time, keeping everyone happy and coming back for more.
If you’re interested in hearing more, contact us at hi@eesel.app, or sign up for a free no hassle, 7 day free trial and get started using eesel AI today!
