Engati - Detailed Review
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Engati - Product Overview
Engati Overview
Engati is an AI-driven chatbot builder that serves as a comprehensive tool for businesses to automate and enhance their customer service and engagement processes. Here are the key points about Engati:Primary Function
Engati is designed to help businesses build, deploy, and manage chatbots across multiple channels such as WhatsApp, Facebook, Messenger, and Telegram. It aims to automate customer support, reduce response times, and improve customer experiences.Target Audience
Engati’s primary target audience includes businesses of various sizes, particularly those with 20-49 employees and 0-9 employees, although it also serves larger enterprises. The platform is popular in regions like India, the United States, and the United Kingdom.Key Features
Low-Code Bot Builder
Allows users to create chatbots without extensive coding knowledge, simplifying the development and deployment process.eSenseGPT
Leverages Generative AI to enable chatbots to provide human-like responses, enhancing conversational quality.Natural Language Processing (NLP)
Enables chatbots to fully understand and interpret user inputs, providing timely and accurate responses.Multi-Channel Support
Supports deployment on various platforms, ensuring a seamless user experience across different channels.Integration Capabilities
Integrates with CRM systems like Salesforce, Zendesk, and Freshdesk, as well as tools like Google Sheets, Google Calendar, and Zapier.Analytics and Insights
Provides detailed analytics dashboards and integration with Google Analytics to help businesses understand customer behavior and improve customer experience.Use Cases
WhatsApp Marketing
Creates campaigns to interact with customers directly on their phones, maximizing conversion and interaction.AI Chatbot
Automates routine tasks, answers customer inquiries, and helps in order management and product recommendations.Shopify Integration
Integrates with Shopify stores for product inquiries, order management, and recommendations.Pricing
Engati offers different pricing plans, including the Accelerator, Growth, and Enterprise plans, each with unique capabilities to suit various business needs. The pricing varies, with custom pricing available for the Growth and Enterprise plans. Overall, Engati is a versatile and user-friendly platform that helps businesses automate customer service, enhance customer engagement, and streamline their processes efficiently. Engati - User Interface and Experience
The User Interface of Engati
Engati, an AI-driven customer experience platform, is crafted to be user-friendly and efficient, making it easy for users to create, manage, and deploy chatbots.
Ease of Use
Engati’s platform is notable for its no-code approach, which allows users to build and deploy chatbots without requiring extensive technical expertise. The interface is intuitive, with a newly upgraded navigation system that ensures smooth and efficient management of chatbot building processes.
Key Features
- Dashboard and Home Panel: The new user interface includes a revamped home panel that provides an overview of all your chatbots, along with details on their engagement, content, and channels. This allows users to get a quick glance at their bots’ performance.
- Top Panel: The top panel has been enhanced with easy access to features such as bot switching, support, knowledge base, help videos, contact information, and news tabs. This streamlines the user experience by reducing the need to switch between different dashboards.
- Conversational Modeler: Engati’s conversational modeler is highly user-friendly, allowing users to construct complex path flows easily. Features like copying paths or nodes and testing paths as you build them enhance the chatbot building experience.
- Live Chat: The live chat feature has been improved with a wider screen and repositioned action buttons on the right side of the live chat window, making interactions smoother.
- Training and Deployment: The platform includes a new section for training options based on interaction history and a “Deploy” section for deploying bots across various channels. The “Configure” section allows users to adjust the basic behavior of the bot, such as response delays and contextual conversation settings.
User Experience
The overall user experience is highly engaging and efficient. Here are some key aspects:
- Personalized Interactions: Engati’s AI Assistants enable personalized engagement with users across multiple channels like WhatsApp, voice calls, and websites, driving lead generation, qualification, and higher customer satisfaction.
- 24/7 Availability: The chatbots provide instant support and are available 24/7, ensuring users receive prompt and efficient support.
- Streamlined Navigation: The platform offers streamlined navigation and assistance, making it easier for users to find what they need quickly.
- Seamless Integration: Engati integrates seamlessly with third-party applications and CRMs, making it easy to manage customer interactions across various digital channels.
Feedback and Support
Users have praised Engati for its ease of use and efficiency. The platform’s support service is appreciable, with users noting that the dashboard manages all user inputs effectively and provides useful reports. The intuitive interface and swift access to features have been highlighted as significant improvements.
In summary, Engati’s user interface is designed to be user-friendly, efficient, and highly engaging, making it an excellent choice for businesses looking to enhance their customer experience through AI-driven chatbots.
Engati - Key Features and Functionality
Engati Overview
Engati is a comprehensive AI-driven customer engagement platform that offers a wide range of features and functionalities to enhance customer interactions and business operations. Here are the main features and how they work:
Multi-Channel Communication
Engati allows you to build and deploy chatbots across multiple platforms, including Facebook Messenger, WhatsApp, Instagram, Kik, Telegram, Line, Viber, Skype, Slack, WeChat, Twitter, and your business website or mobile app. This multi-channel capability ensures that you can engage with customers wherever they are most active.
AI and Machine Learning
Engati leverages machine learning and natural language processing (NLP/NLU) to create responsive chatbots. These AI-powered chatbots can learn from user interactions, improve their responses over time, and communicate naturally with customers. This integration of AI enables the chatbots to handle a wide range of customer queries without human intervention.
Code-Free Development
Engati offers a no-code flow builder, allowing users to create and customize chatbots without any programming knowledge. This feature makes it easy for businesses to build intelligent bots quickly and deploy them across various channels.
Customizable Branding and Conversations
You can customize the chatbots with your brand’s identity and create custom conversation flows. This includes integrating custom FAQs, supporting multiple languages, and designing the chatbot’s interactions to align with your business needs.
Third-Party Integrations
Engati seamlessly integrates with various third-party applications, including CRMs like Salesforce, Agile CRM, Zoho CRM, and HubSpot. It also integrates with helpdesk software such as Freshdesk, Google Workspace tools like Google Sheets and Google Calendar, and other services via JSON API. These integrations help in synchronizing data, managing leads, and automating tasks across different systems.
Analytics and Reporting
The platform provides in-depth analytics on metrics such as the most frequently asked questions, analysis of specific cohorts, number of conversations per day, and average length of conversations. This real-time analytics feature helps businesses to better train their chatbots and make informed decisions.
Live Chat and Escalation
While chatbots handle most interactions, Engati also supports live chat between agents and customers. The platform allows for the takeover and escalation of a bot chat mid-conversation if needed, ensuring that complex issues can be handled by human agents.
Multi-Language Support
Engati chatbots can be trained to support multiple languages, making it easier for businesses to engage with a global customer base. This feature ensures that customers can interact with the chatbot in their preferred language.
Workflow Management and Automation
Engati enables the automation of defined customer interactions, such as FAQs, lead qualification, and instant support. The platform also supports proactive chat features, where the chatbot can initiate conversations with customers based on predefined criteria.
Customer Experience Management
Engati helps in delivering personalized engagement to users at scale. It uses an intuitive and secure eSenseGPT, assisted by a large language model (LLM), to drive lead generation, qualification, assistance, and higher customer satisfaction across all digital channels.
Conclusion
In summary, Engati’s features are designed to streamline customer engagement, automate routine tasks, and provide valuable insights through AI-driven interactions, making it a versatile tool for businesses of all sizes.
Engati - Performance and Accuracy
Evaluating Performance and Accuracy
Evaluating the performance and accuracy of Engati’s AI-driven chatbot platform involves looking at several key aspects, including its analytics capabilities, user engagement metrics, and the overall efficiency of its chatbots.
Performance Metrics
Engati provides a comprehensive analytics dashboard known as the OneView Dashboard, which offers detailed insights into various performance metrics. Here are some key points:
Engagement Metrics
The platform tracks interaction metrics, such as new vs. active users, and the occurrences of certain messages or actions within the bot user journeys. This helps in measuring user engagement and identifying trends.
Answered vs. Unanswered Queries
Engati provides a trend analysis of answered and unanswered queries, allowing you to monitor any increasing trends in unanswered queries and train the bot accordingly.
Response and Resolution Times
The analytics include metrics such as average first response time, average resolution time, and the percentage of inbound requests resolved within the Service Level Agreement (SLA) timeframes. These metrics help in assessing the efficiency of both the bot and human agents.
Accuracy and Factual Response
Training and FAQs
Engati allows you to easily upload FAQs from a CSV sheet and train the chatbot in real-time. This feature ensures that the bot can cater to common customer queries accurately. You can also filter and add responses to unanswered questions directly from the FAQ Analytics screen.
Real-Time Adjustments
The platform enables real-time adjustments to the bot’s responses based on user interactions. This helps in maintaining the accuracy and relevance of the bot’s answers.
Limitations and Areas for Improvement
Bias and Data Quality
While Engati does not specifically address bias in its documentation, it is a general challenge in AI development. Ensuring that the training data is unbiased and representative is crucial for maintaining fairness and accuracy in the bot’s responses.
Technical Issues
Developing and maintaining reliable AI agents can be complex, especially in areas like real-time decision-making and integrating with legacy systems. Ensuring accuracy, stability, and consistency is an ongoing technical challenge.
User Feedback and Continuous Improvement
Engati relies on user feedback to improve the bot’s performance. The platform provides user feedback metrics, but continuous monitoring and improvement based on this feedback are essential to maintain high accuracy and engagement levels.
Integration and Customization
Integration Capabilities
Engati integrates seamlessly with various popular messaging channels, such as Facebook Messenger, WhatsApp, and Slack. This ensures that the bot can reach customers through their preferred communication channels, enhancing its overall performance and user engagement.
Customization
The platform offers high customization options, allowing businesses to tailor the chatbot to their brand’s voice and image. This customization can help in maintaining a consistent and engaging user experience.
Conclusion
In summary, Engati’s performance and accuracy are supported by its comprehensive analytics, real-time training capabilities, and integration with multiple platforms. However, like any AI-driven system, it is not immune to challenges such as data bias and technical stability, which need ongoing attention to ensure optimal performance.
Engati - Pricing and Plans
Engati Pricing Plans
Engati, a versatile chatbot and live chat platform, offers a range of pricing plans to cater to different business needs. Here’s a breakdown of their pricing structure and the features included in each plan:
Free Plan (Starter)
- Unlimited conversations up to 50 Monthly Active Users (MAU).
- This plan is ideal for small businesses or those just starting out, providing basic features to get you started.
Professional Plan
- Price: $79 per month.
- Features:
- Unlimited conversations up to 500 MAU.
- 1 live chat agent included.
- Additional MAU and live chat agents can be added at extra cost.
- Chatbot, live chat, and NLP support.
- Pre-built and DIY integrations.
- Email support.
Business Plan
- Price: $249 per month, with a yearly billing option that includes 3 months free.
- Features:
- Unlimited conversations up to 2000 MAU.
- 5 live chat agents included.
- Additional MAU and live chat agents can be added at extra cost.
- WhatsApp integration.
- Full feature set on chatbot, live chat, and NLP support.
- Pre-built and custom integrations.
Enterprise Plan
- Price: Custom pricing available upon request.
- Features:
- Unlimited conversations up to 10,000 MAU.
- 7 live chat agents included.
- Additional MAU and live chat agents can be added at extra cost.
- Multi-language support.
- Custom reports.
- Priority support.
- Dedicated Customer Success Manager (CSM).
- Full feature set on chatbot, live chat, and NLP support.
- Pre-built and custom integrations.
Partner Plan
- This plan is specifically for partners who want to leverage Engati’s platform to promote their own offerings.
- Features:
- Dedicated, customizable partner portal.
- Personalized training.
- Extended bot building and customization support.
- Co-marketing and pre-sales support.
Additional Notes
- Engati offers a free trial for all plans, allowing you to test the features before committing to a plan.
- The platform supports integration with multiple messaging platforms such as Messenger, Slack, Kik, Viber, Skype, and more.
By choosing the right plan, you can ensure that Engati’s features align with your business needs, whether you’re just starting out or looking to scale up your operations.
Engati - Integration and Compatibility
Engati: A Comprehensive Conversational AI Platform
Engati stands out for its seamless integrations with a wide range of tools and services, making it highly compatible across various platforms and devices.
Integrations with Business Tools
Engati integrates effortlessly with several popular business applications, including:
- CRM Systems: It connects with leading CRM platforms such as Salesforce, Agile CRM, Zoho CRM, HubSpot, LeadSquared, Zendesk Sell, Pipedrive, and Microsoft Dynamics 365. This integration allows for the centralized management of customer relationships and leads, enabling businesses to create or update contacts directly within the chatbot.
- Helpdesk Software: Engati integrates with helpdesk systems like Freshdesk and Jira, facilitating efficient ticket management and project synchronization. This streamlines project management by enabling teams to manage tickets, enhance collaboration, and track issues seamlessly.
- Productivity Tools: Integrations with Google Sheets and Google Calendar enable the chatbot to pull data from spreadsheets and add calendar appointments, respectively. This enhances the chatbot’s ability to access and utilize data across different platforms.
- Email Marketing: Engati integrates with email automation tools like MailChimp, transforming chatbots into powerful email marketing tools. This allows businesses to conduct email marketing campaigns and gain insights into subscriber interactions directly from the chatbot.
Compatibility Across Platforms
Engati’s omnichannel capability ensures that customers can engage with businesses seamlessly across multiple communication channels, including:
- Websites: Engati chatbots can be deployed on websites to interact with customers.
- Social Media: Integrations with platforms like Facebook Messenger, Telegram, and Skype enable customer engagement through social media channels.
- Messaging Apps: Support for apps such as Slack, Microsoft Teams, Line, Kik, and Viber expands the reach of the chatbot.
- Mobile Apps: Engati chatbots can be integrated into mobile applications, providing a consistent customer experience across different devices.
Technical Compatibility
From a technical standpoint, Engati offers:
- Cloud, On-Premise, and Hybrid Deployment: Businesses can choose from various deployment options, ensuring flexibility in how they implement the platform.
- JSON API Integration: Engati allows connections to any external API via JSON API integration, making it versatile and adaptable to different business needs.
- Multi-Language Support: The platform supports conversations in over 50 languages, making it suitable for global businesses.
User-Friendly Interface
Engati’s integration process is user-friendly and does not require technical expertise. The platform uses Integration Nodes to connect with other platforms, simplifying the configuration process for users.
Conclusion
In summary, Engati’s extensive integration capabilities and compatibility across various platforms and devices make it a versatile and powerful tool for enhancing customer interactions and streamlining business operations.
Engati - Customer Support and Resources
Engati Customer Support Options
Engati offers a comprehensive suite of customer support options, ensuring that users can effectively manage and enhance their customer engagement strategies. Users can get help whenever they need it through multiple channels:Customer Support Channels
- Email/Help Desk: Users can reach out via email for support.
- Phone Support: Engati offers 24/7 phone support with live representatives.
- Knowledge Base: A detailed knowledge base is available, containing answers to frequently asked questions and other helpful information.
- Chat Support: Live chat options are available for immediate assistance.
- Training Options: Engati offers webinars, live online training, videos, and documentation to help users get the most out of the platform.
Additional Resources
Analytics and Insights
Engati provides in-depth analytics to help businesses understand their customers’ needs better. This includes metrics such as the most frequently asked questions, analysis of specific cohorts, number of conversations per day, and average length of conversations. These analytics help in training chatbots more effectively and improving customer engagement.Integration and Automation
The platform integrates with various applications like Telegram, Zapier, Salesforce.org Nonprofit Cloud, Freshdesk, and Slack. This allows for seamless automation of customer interactions, FAQs, lead qualification, and instant support across multiple digital channels. Engati also supports the integration of ticket management systems, making it easier to automate, personalize, and scale customer support.Chatbot Customization and Training
Users can create and customize chatbots using Engati’s no-code flow builder. The platform supports training chatbots with custom conversation flows, multiple languages, and custom FAQ integration. The DocuSense technology allows for efficient training by parsing through documents to provide accurate responses to customer queries.Live Chat and Escalation
Engati facilitates the transition from automated chatbot responses to live agent interactions. This ensures that complex issues can be handled by human agents while keeping the customer experience smooth and uninterrupted.Mobile and Voice Support
The platform supports mobile devices (Android, iPad, iPhone) and offers Mobile SDKs for extending conversational intelligence to mobile apps. Additionally, Engati includes voice bots, enabling businesses to leverage voice conversations for customer engagement.Other Features
- Broadcast & Campaigns: Engati allows users to build automated campaigns to reach out to prospects and keep them engaged.
- Intent & Entity Recognition: The platform uses enhanced intent and entity recognition for better conversational accuracy.
- Bot Templates: Engati offers an extensive library of over 150 bot templates for various use cases, helping users get started quickly.
Engati - Pros and Cons
Advantages of Engati
Engati offers several significant advantages that make it a compelling choice for businesses looking to implement AI-driven chatbots:Ease of Use
Engati is a no-code platform, making it accessible to users without any programming background. It features a visual flow builder with a drag-and-drop interface, allowing users to build intelligent chatbots quickly and easily.Multichannel Support
Engati supports deployment across multiple channels, including WhatsApp, Telegram, Instagram, and more, enabling businesses to engage customers through their preferred touchpoints.Localization and Language Support
The platform allows businesses to engage customers in over 50 languages, making it ideal for global operations. Users can create conversation flows that work across multiple languages without needing separate flows for each language.Integration Capabilities
Engati integrates seamlessly with various third-party applications and CRMs such as Salesforce, Zendesk, Freshdesk, Google Sheets, and more. It also supports integration through Zapier, expanding its compatibility with a wide range of cloud services.Continuous Training and Improvement
Users can continuously train their chatbots by adding new FAQs at any time, even uploading them in bulk. The platform also features DocuSense, which allows chatbots to parse documents and deliver answers directly from them.Human and Automated Support
Engati combines the speed of automation with the warmth of human interaction. The platform allows for seamless transitions between chatbot interactions and live chat with human agents, ensuring that complex queries are handled efficiently.Performance and Efficiency
Engati’s chatbots can handle a significant portion of customer queries, reducing wait times and resolution times. For example, Etihad Water and Electricity saw a 95% reduction in customer wait times and a 96.6% reduction in resolution times.Customer Support
The platform is praised for its excellent customer support. Users have access to bot experts who provide assistance via chat, email, and video calls, ensuring that support tickets are resolved quickly.Disadvantages of Engati
While Engati offers many benefits, there are also some drawbacks to consider:Pricing
Engati’s pricing can be on the higher end, and users may need to upgrade to higher payment plans to access certain features like Google Sheets integration or WhatsApp support.Limited Free Tier
There is no free tier version available, which can make it difficult for some businesses to test the platform without committing to a paid plan.Customization Limitations
Some users have reported that certain types of questions are not entirely customizable, and they may have to adapt to the pre-existing templates provided by the platform.Navigation and Usability Issues
A few users have mentioned issues with navigation and usability, although these seem to be minority opinions compared to the overall positive feedback on ease of use.Cost of Customizations
While Engati offers customization options, some custom features may incur a nominal charge, which could add to the overall cost. By weighing these advantages and disadvantages, businesses can make an informed decision about whether Engati is the right fit for their customer engagement and support needs. Engati - Comparison with Competitors
When considering AI-driven customer experience platforms like Engati
It’s essential to evaluate its unique features and compare them with those of its competitors. Here’s a breakdown of how Engati stands out and some of the notable alternatives:
Unique Features of Engati
- Omnichannel Capabilities: Engati allows businesses to engage customers across multiple channels, including WhatsApp, voice calls, websites, and other social media platforms. This ensures seamless and contextual conversations to acquire, nurture, convert, and retain customers.
- Agentic AI Framework: Engati uses its proprietary Agentic AI framework, assisted by Large Language Models (LLMs), to deliver personalized engagement and drive lead generation, qualification, and higher customer satisfaction.
- No-Code Flow Builder: Engati offers a no-code flow builder and key app integrations, making it easier for businesses to automate defined customer interactions, FAQs, and lead qualification without requiring extensive technical expertise.
- Engati Pulse: This is a Customer Data Platform (CDP) that helps in analyzing customer interactions and optimizing nurture and conversion journeys.
Alternatives to Engati
Drift
- Drift is often highlighted as a top alternative to Engati. It offers a Conversation Cloud that includes Conversational Marketing, Conversational Sales, and Conversational Service. Drift helps businesses engage buyers at every stage of their journey, from research to post-sales support, using personalized real-time conversations.
- Drift’s platform is particularly strong in connecting marketers with website visitors, qualifying buyers, and providing unified real-time buyer insights for sales teams.
Intercom
- Intercom is another significant competitor that offers a comprehensive platform for customer engagement. It focuses on messaging, automation, and personalization to help businesses grow and retain customers.
- Intercom is known for its ability to segment audiences, automate workflows, and provide in-app messaging and support.
3CX
- 3CX is a communication platform that includes live chat, chatbots, and other customer engagement tools. It is known for its ease of use and integration capabilities with various channels.
- 3CX offers features like video and voice calling, which can be integrated into the chatbot functionality, similar to Engati.
Tidio
- Tidio is a live chat and chatbot platform that focuses on ease of use and affordability. It offers automated chatbots, live chat support, and email marketing integration.
- Tidio is a good option for businesses looking for a more straightforward and cost-effective solution without compromising on key features.
LiveChat
- LiveChat is a well-known platform for live chat and customer support. It offers chatbots, ticketing systems, and integration with various CRM and marketing tools.
- LiveChat is particularly strong in providing real-time customer support and automating routine inquiries.
Freshdesk
- Freshdesk is a customer support platform that includes chatbot functionality, ticketing systems, and automation tools. It is known for its ease of setup and use.
- Freshdesk offers a comprehensive suite of tools for managing customer support, including AI-powered chatbots to handle initial customer queries.
Key Considerations
When choosing between Engati and its alternatives, consider the following:
- Channel Integration: If you need a platform that can handle multiple channels seamlessly, Engati and Drift are strong contenders.
- Ease of Use: For businesses without extensive technical expertise, Engati’s no-code flow builder and platforms like Tidio and LiveChat might be more appealing.
- Advanced AI Features: If you are looking for advanced AI capabilities, Engati’s Agentic AI framework and Drift’s Conversational AI might be more suitable.
- Cost and Scalability: Evaluate the cost and scalability of each platform based on your business needs. Platforms like Tidio and Freshdesk are often more cost-effective for smaller businesses.
Each of these alternatives offers unique strengths, so it’s crucial to assess your specific business requirements before making a decision.
Engati - Frequently Asked Questions
Frequently Asked Questions about Engati
1. What are the different pricing plans offered by Engati?
Engati offers several pricing plans to cater to various business needs. Here are the main plans:
- Standard Plan: Ideal for those just starting out, it includes ready-to-use platform capabilities, chatbot, live chat, and NLP support, pre-built and DIY integrations, and email support.
- Professional Plan: This plan costs $79 per month and includes unlimited conversations up to 500 Monthly Active Users (MAU), 1 live chat agent, and additional features like live chat and NLP support.
- Business Plan: Priced at $249 per month, it offers unlimited conversations up to 2000 MAU, 5 live chat agents, and additional features such as custom reports and priority support.
- Enterprise Plan: This is a custom plan that includes a full feature set, multi-language support, custom integrations, custom reports, priority support, and a dedicated Customer Success Manager (CSM).
- Partner Plan: Designed for partners, it includes a dedicated partner portal, personalized training, extended bot building and customization support, and co-marketing and pre-sales support.
2. Does Engati offer a free plan?
Yes, Engati does offer a free plan. The Starter Plan is free and includes unlimited conversations up to 50 MAU. It is a good option for small businesses or those who want to test the platform before committing to a paid plan.
3. How do I build a chatbot using Engati?
To build a chatbot using Engati, you start by going to the build section of the platform. Here, you can create conversational flows and add automated responses using FAQs and paths. Paths are complex responses that can handle various nodes and tasks. You can also integrate your bot with third-party sources using tools like JSON API, Salesforce, Google Calendar, Google Sheets, and Zapier.
4. What kind of integrations does Engati support?
Engati supports a wide range of integrations to help you connect your chatbot with other tools and services. These include integrations with JSON API, Salesforce, Google Calendar, Google Sheets, and Zapier. This allows you to automate tasks and sync data across different platforms.
5. How secure is the data on Engati?
Engati takes data security seriously. All servers are protected by HTTPS, and the data is encrypted. Access to the data is restricted and based on a case-to-case basis. You can also add IT-based and domain-based restrictions to further secure your data.
6. Can I use FAQs to train my chatbot on Engati?
Yes, you can use FAQs to train your chatbot on Engati. FAQs are standard query-response combinations that help train your bot to handle customer queries. You can add any number of variations in each FAQ set to make the training as broad as possible. This feature is available in all plans except for the WhatsApp Growth and Rapid plans.
7. Does Engati support multi-language chatbots?
Yes, Engati supports multi-language chatbots, particularly in the Enterprise Plan. This feature allows you to cater to a global audience by providing support in multiple languages.
8. What kind of support does Engati offer?
Engati offers various levels of support depending on the plan you choose. The Standard Plan includes email support, while the Business and Enterprise Plans offer priority support. The Enterprise Plan also includes a dedicated Customer Success Manager (CSM).
9. Can I customize the chatbot and live chat features on Engati?
Yes, Engati allows for customization of chatbot and live chat features. The platform offers pre-built and custom integrations, and the Enterprise Plan provides extensive customization options to fit your specific business needs.
10. Is there a free trial available for Engati?
Yes, Engati offers a free trial. You can start using the platform without providing a credit card, allowing you to test its features before deciding on a plan.
Engati - Conclusion and Recommendation
Final Assessment of Engati
Engati is a comprehensive AI-driven customer experience platform that offers a wide range of tools and features to help businesses engage, retain, and support their customers effectively.Key Features
- Paths and FAQs: Engati allows you to create defined paths or workflows for your chatbot, along with various FAQs to handle different user queries. This is particularly useful for businesses looking to automate common customer interactions, such as ordering, tracking orders, or viewing menus in the case of a restaurant bot.
- Omnichannel Support: The platform supports interactions across multiple channels, including WhatsApp, voice calls, websites, and social media. This ensures that customers can be engaged and supported through their preferred communication methods.
- Live Chat and NLP: Engati integrates live chat capabilities, allowing for human interactions when needed, and leverages Natural Language Processing (NLP) through its eSenseGPT engine to provide intelligent and personalized responses.
- Custom Integrations and Reports: The platform offers pre-built and custom integrations, as well as custom reports, which are particularly beneficial for businesses needing detailed analytics and seamless integration with their existing systems.
Who Would Benefit Most
Engati is highly suitable for a variety of businesses, especially those in customer care, general support, and post-purchase notifications. Here are some specific groups that would benefit:- Customer Support Teams: Companies looking to automate customer support at scale and provide 24/7 availability will find Engati’s features particularly useful.
- E-commerce Platforms: Businesses like Hola BB, which uses Engati to handle a high percentage of conversations, can simplify shopping experiences and improve customer engagement.
- Educational Institutions: Engati can be used in education to help teach students, evaluate papers, update curriculums, and coordinate admission processes, making it a valuable tool for educational support.
Pricing and Plans
Engati offers flexible pricing plans:- Standard Plan: Ideal for businesses just starting out with simple workflows, providing ready-to-use platform capabilities, chatbot, live chat, and NLP support.
- Enterprise Plan: Suitable for businesses needing full feature sets, multi-language support, custom integrations, and priority support. This plan includes a dedicated Customer Success Manager (CSM).
- Partner Plan: Designed for partners who want to leverage Engati’s community to promote their own offerings, with a dedicated partner portal, personalized training, and co-marketing support.