Feature | Zoho Desk Business Messaging | Zoho SalesIQ Live Chat |
When to Use It | Structured, ticket-based customer support with SLA tracking across multiple messaging platforms | Real-time customer engagement, sales support, and lead qualification |
Best Suited For | Businesses with dedicated customer support teams managing post-sale inquiries and complex issues | Businesses engaging customers proactively, focusing on pre-sale support and lead conversion |
Communication Mode | Instant Messaging (IM) integrated with ticketing for structured responses and case resolution | Live Chat with visitor tracking to engage customers instantly, resolve queries, and drive conversions |
Automation & AI | Blueprint workflows, SLA tracking, ZIA-powered AI for automated replies and ticket summarization | AI chatbots (Zobot) for lead qualification, proactive messaging, and automated workflows for instant engagement |
Channels Supported | ASAP Widget, IM, Email, Help Center, WhatsApp, Facebook Messenger, Instagram, Telegram, WeChat, Line, Viber, Twitter (X), Apple Messages for Business, Google Business Messages | Live Chat, WhatsApp, Facebook Messenger, Instagram, Telegram, WeChat, LINE |
Integration | Works with Zoho Desk, Zoho CRM, Help Center, and multi-channel messaging platforms | Connects with Zoho CRM, sales automation tools, marketing platforms, and analytics tools for real-time visitor tracking |
Customer Journey Stage | Post-sale support – Managing customer queries, troubleshooting, and ensuring SLA compliance | Pre-sale engagement – Nurturing leads, answering product-related questions, and assisting in conversions |
Scalability | Enterprises handling high-volume customer support operations, multi-team support, and tiered customer service (L1, L2, L3) | Businesses of all sizes requiring proactive customer engagement and instant sales support |
Proactive Engagement | Primarily reactive, responding to customer queries within the ticketing framework | Proactive automated chat triggers, and AI-driven engagement before customers leave a website |
Real-time Visitor Tracking | Focuses on handling existing customer interactions within the support environment | Provides insights on visitor behavior, time spent on pages, and engagement history |
Ticketing and SLA Tracking | Tracks tickets, SLA adherence, and escalation workflows to meet customer service benchmarks | Designed for immediate engagement rather than ticket management |
AI-Powered Lead Qualification | Focuses on structured customer service, not lead generation | Uses AI to qualify leads, segment users, and route them to appropriate sales agents |
Multi-Touchpoint Engagement | Customers can initiate conversations via embedded widgets, messaging apps, mobile apps, websites, and email | Businesses engage website visitors, social media users, and messaging app users in real time |
Mobile & SDK Support | Mobile SDKs to integrate messaging into iOS and Android apps | Live chat SDKs allow for mobile-first engagement and in-app chat experiences |
Chatbots & Self-Service | ZIA-powered virtual assistant can assist agents by providing suggested responses based on tickets | Zobot chatbots handle customer queries, qualify leads, and route them to live agents |
Reporting & Analytics | Tracks agent performance, ticket resolution times, SLA compliance, and customer satisfaction scores | Visitor tracking insights, lead conversion metrics, and engagement heatmaps |
Business Benefit | Improves customer service efficiency, ensures SLA compliance, enhances agent productivity, and centralizes all support interactions across multiple channels | Increases lead conversion rates, automates engagement, prevents sales drop-offs, and helps businesses interact with prospects at the right time |
Impact on Operations | Reduces response time, improves structured workflows, enhances team collaboration, and ensures SLA adherence for customer satisfaction | Reduces abandoned leads, improves customer acquisition rates, boosts sales productivity, and scales engagement efforts |
Business Need | Recommended Solution |
Businesses that focus on structured customer support, ticketing, SLA compliance, and post-sale issue resolution | Zoho Desk Business Messaging |
Businesses that need real-time customer engagement, proactive sales conversations, and lead qualification | Zoho SalesIQ Live Chat |
Companies with high-volume support operations and multi-channel messaging requirements | Zoho Desk Business Messaging |
Companies looking for instant engagement and lead nurturing through chat and visitor tracking through multi-channel messaging requirements | Zoho SalesIQ Live Chat |
Businesses that need both structured support and proactive engagement | Zoho Desk Business Messaging + Zoho SalesIQ Live Chat |
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