Fully aware of how important communicating with clients is, organizations provide a number of tools to optimize communications. They have implemented different methods to respond to any doubts or queries. That is why they have relied on technology to use customer service tools such as chatbots or live chats.
Regardless of the sector, every enterprise is constantly improving communication with its clients. However, it is not enough just to have different types of customer service available. Businesses must make sure that each customer receives prompt and effective responses. A chatbot or a live chat will be required depending on the company’s strategy. Here, you will know more about them. Watch out! They are not the same. Discover what differentiates chatbots from live chats.
What Is A Chatbot?
A chatbot is an automated chat where the user interacts with a machine. How is this possible? Technology has advanced so far that machines may learn to behave like humans. So much so that human-robot interactions may go unnoticed. It is very likely that you have had contact with one of these robots without knowing it. Especially because most companies use this tool to communicate with customers.
Usually, companies set the chatbot based on customer’s frequently asked questions. In this way, the robot will know what to answer when a customer has a query. And no matter what time is it, it will always be able to help you. Chatbots are available at any time of the day. This is one of the main reasons why companies rely on this technology.
Small companies or startups may think that deploying such technology across the organization, as part of customer service, can be costly. But they are wrong. Despite being an advanced machine learning technology, it is completely affordable for any budget. There are even some chatbots with free plans to start testing them.
What Is A Live Chat?
A live chat is a manual chat where a person in charge answers the user’s questions or queries. Some companies continue to use this classic tool to serve customers. Here, the interaction is from human to human. When you use the live chat on any website, you are talking directly to a customer service representative.
Every customer needs to be immediately assisted. To do this, companies need qualified agents available 24 hours a day, 7 days a week. Of course, only if they want to give clients an excellent customer service like Spin Sports, a casino recommended by Arabian Betting. This site only recommends casinos that have passed a strict review process. This process includes, for example, that casinos must have a positive reputation. Their recommended online casinos are also staffed by trained professionals ready to provide you with timely solutions to any of your problems.
Having a human team available for users any time that it is needed implies a high cost for companies: companies have to hire many agents to assist their customers without delay. But that’s not all! As the company grows up, more specialized agents will need to be recruited to be able to assist any customer who asks for help. Therefore, having a live chat is a luxury that many cannot afford.
The Customer Experience Is Different
When customers turn to support services, it is usually because they have a problem to solve. And if the issue is not resolved, they may feel unhappy and dissatisfied with the apparent absence of attention to and knowledge about their matters. As a result, companies can easily lose customers.
Providing good customer support is a competitive advantage for enterprises. For this reason, how client friendly a business truly is will make a difference.
Whether it is a chatbot or live chat, all customers expect a good quality of service. It is true that a machine such as a chatbot can help to minimize costs, but the experience generated by a live chat person will always be different. The response of the human interlocutor is imbued with irreplaceable empathy. That is why it should be taken into consideration that a chatbot might not be as useful for very particular cases or specific problems.