Want to deploy a WhatsApp chatbot for your business? Confused about whether you should choose Engati or WATI?
We’re covering all the differentiators across these two platforms so that you can make an informed decision.
Channels
While WATI only allows you to engage your customers on WhatsApp, Engati empowers you to go omnichannel, engaging your customers on 15+ channels, including WhatsApp, Facebook Messenger, Instagram, and Telegram.
Engaging your customers on WhatsApp is important, but it isn’t the best idea to limit yourself to just WhatsApp. You need to give your customers the option to reach you on whichever channel they prefer, and their preferences can change, even during the course of the day. They might want to reach you on WhatsApp in the morning, and Instagram in the evening. Engati makes that possible and even stitches these conversations together across all channels so that your chatbot and your customer service agents always have context about previous conversations and interactions.
Live chat
Chatbots can handle 80% of your inbound support queries, but you need live agents to deal with the 20% of queries which are so complex or situational that your bot can't handle them. Unlike WATI, Engati lets you do all that with a OneView Inbox that pulls conversations across all your channels. Your agents even get to support your customers directly from their mobile phones via Engati's mobile app.
Languages
Engati enables you to go globally local, supporting conversations in 50+ languages including English, Spanish, German, French, Hindi, and Indonesian Bahasa. WATI, on the other hand, only supports English, Spanish, and Chinese (traditional).
If you have your customers speak regional languages or you have your sights set on international markets, Engati would be a better option for localization, making it easier for you to win your customers’ trust.
Thought that’s all we bring to the table when it comes to languages? Think again!
We’ve even got a neat new feature called ‘two-way auto-translation’ on Engati. This means that when you’re providing live chat support, you won’t have to hire separate teams of agents to take care of customer queries in different languages. Let’s say you have a customer who speaks French, but your agents only speak English. The customer would send their query in French and Engati would translate it so that your agents can read it in English. Now your agents can reply in English and the system would translate it so that your customer can read the reply in French.
Ease of use
Both Engati and WATI offer no-code chatbot builders. But Engati even gives you the option to add your own custom code via HTML and CSS when you use the Custom Card Node in our conversation modeler.
Some of WATI’s clients have even said that it isn’t easy to build complex chatbots on their platform. That’s where Engati excels, we’ve got everything you need to build powerful bots of varying complexity, and even help you with customizations to incorporate technologies like optical character recognition (OCR) into your chatbot.
In fact, we’ve taken an extra step so that you don’t need to create your bot from scratch. We’ve prepared bot templates for a wide range of use cases - all the way from customer service to HR, as well as domain-specific templates. All you need to do is customize these templates according to your business goals and your customers' needs. Of course, if you do have a rather unique or complex use case, you can choose to start with a blank canvas (and reach out to us if you need help with anything).
Broadcasts and notifications
Both platforms allow you to automate shipping and delivery notifications on WhatsApp and even send out broadcast messages to your customers, but Engati goes a step further, allowing you to segment your customers and create separate campaigns for them. Depending on the actions your customers take on template messages, you can also categorize your users or subscribe them to campaigns. This lets you send out messages, offers, and other content that is actually relevant to your customers and matches their interests. This is great when you carry different types of products, it wouldn’t really make sense to send out offers about healthy superfoods to someone who came into your store to satisfy their sweet tooth.
Integrations
WATI offers integrations with Google Sheets, Shopify, Hubspot, Woocommerce, Zoho CRM, Integromat, and Pabbly. Engati offers native integrations to Google Sheets, Google Calendar, Google Analytics, Salesforce, Zendesk, Freshdesk, Shopify, JSON API, and much more. Both platforms allow you to integrate with the Zapier integration hub.
Conversational Intelligence
Both Engati and WATI make it possible for you to build your chatbots using artificial intelligence. But if you want a more intelligent solution, you’d want to go with a solution that has been internationally recognized for its artificial intelligence capabilities. At Engati, our AI-powered chatbots are driven by our proprietary NLP (Natural Language Processing) engine and are trusted all over the world by brands like Jack Daniels, PwC, Larsen & Toubro, GSK, and Cipla.
In fact, Engati even won the 2021 CODiE Award (also known as the Oscars of the technology world) for the Best Artificial Intelligence Driven Technology Solution.
Shopify bots
Engati and WATI both allow you to integrate WhatsApp chatbots with Shopify to interact with your customers, send order shipment and delivery notifications, and even send promotional offers to recover abandoned carts on WhatsApp.
But WATI’s bots are only deployed on WhatsApp, your customers can’t use them directly on your Shopify store. Engati, on the other hand, gives your customers the choice to interact with you on the channel they prefer (WhatsApp, Instagram, Facebook Messenger, Telegram, and 10+ other channels), thus reducing customer effort and increasing satisfaction.
Engati’s Shopify chatbots also help you increase your revenue substantially in another way. We help you tempt your customers with offers at just the right time, in the right place, so that they make the purchase.
When you deploy an Engati chatbot on Shopify, you have the option to set up Conversion Triggers. These triggers send promotional offers to your customer with discount codes when they land on your product pages, scroll through them, spend a certain amount of time on them, or are about to exit them. You can even configure the bot to trigger these messages when your shoppers add an item to their cart or remove it from their carts. These triggers could increase your conversion rate by up to 70%.
Our Shopify bots also come pre-configured with domain intelligence for eCommerce, and your customers can use the bots for queries related to products, order status, etc. You can also train your bot really easily by just uploading your store policies and letting the bot pull answers from them, instead of needing to manually upload FAQs.
Calling
WATI only offers support for WhatsApp, but you can’t have WhatsApp alls over a WhatsApp chatbot. So what happens when your customers face a complex issue and need help over a call?
Engati solves that issue. We offer a number of chat channels, which means that we even make video calls possible with your support agents. If a customer is facing a complex issue and needs help over a video call (for example, if screen sharing is required), then your live chat agent can initiate a video call directly from Engati, without needing to use an external tool.
Engati vs WATI: Feature comparison
Conclusion
While WATI might be decent for WhatsApp, if you really want to serve your customers well and win their trust, you need to have an omnichannel customer engagement strategy, and Engati makes that possible with 15+ chat channels and a OneView Inbox.
Localization is also a big deal for customers and the 50+ languages supported by Engati make it a much better option for you
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