If you’re looking to automate your customer support in community channels like Discord, you might have come across various tools such as Mava or Kapa.ai. In this blog post we will be comparing the two customer support tools to help you find the best fit.

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Overview

Mava enables community-driven companies to scale their support across Discord, Telegram, Web, email and Slack. It enables companies to seamlessly support their community in public and private from one powerful and secure dashboard, and uses AI to automate support in private support tickets and public Discord channels.

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Kapa.ai is focused on helping tech companies let developers query their docs using AI. You can install their bot on your Docs, Slack, Discord, API, Zendesk where developers might be asking questions.

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Features

Kapa.ai is a developer focused AI company, hence many of its features are geared towards querying technical documentation so that DevRels or customer support teams don’t have to. 

Mava started out as a customer support platform for community channels, which means it has more of the typical support platform functionalities, such as a shared inbox and support metrics, in addition to its AI functionalities.

Both companies make use of the latest technologies when it comes to AI, deploying OpenAI’s GPT-4. 

Channels

Both Mava & Kapa.ai are omni-channel support solutions, meaning that they cover multiple support channels, such as Discord, Telegram & Web. Below is an overview of the different support channels covered by the two solutions. 

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Shared Inbox & Ticketing

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One of the biggest differences between Mava and Kapa.ai is Mava’s focus on its shared inbox. Tickets from all channels get aggregated in the Mava Dashboard, and it’s a place for support agents to collaborate. Agents can stay on top of their outstanding issues using status updates, filters, tags and reminders. And they can view user information, blockchain data and chat history straight from the inbox to streamline support queries.

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Pricing

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Mava has a freemium model, with usage-based subscription pricing. Clients get access to a number of support requests (private tickets or public questions answered by the bot) depending on their tier. Moreover, clients get access to certain features on premium plans, such as the ability to customize their web chat, and use more training data for the AI to learn from.

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Kapa.ai has a basic open source free tier, however, no pricing is disclosed on their site and users will need to reach out to their enterprise sales team to discuss pricing.

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Mava’s plans are extremely transparent and significantly better value. 

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Onboarding Process

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Ready to try it out? Mava is a self-serve software product, meaning you can sign up directly on the website with a free account instantly. Each integration (Discord, Telegram, Web chat & Email) will take about 10 mins to complete.

Kapa.ai requires you to reach out to a sales team before you can try the product. 

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Conclusion

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If you’re looking for a support tool to scale up your community support, both Mava and Kapa.ai are relevant tools to check out. The core difference between the two solutions is that Kapa.ai is focused on querying developer docs whereas Mava is a fully powered customer support solution that can be used either just in public Discord channels to help scale support with AI or also across all integrations using AI, human agents or a combination of both.

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