Personalized responses Live Chat > Chatbots You have a well-staffed support team that works across business hours solely towards offering customer support and ticket volumes are consistent.You have a lean support team that wears multiple hats and you notice that your ticket volumes are growing, a chatbot can reduce the burden of instant support and only brings complex issues to the team.If you are looking to offer instant support, consider the following: But with canned responses and access to chat scripts your agents deliver instant support with live chat. Wait times can be minimized by live chat if your chat support team is well-equipped and staffed to handle the number of incoming queries. With live chat, customers would have to wait for a few minutes before they get connected to the right agent. Chatbots also help in eliminating wait time for your customers. With a chatbot deployed on your website, it can instantly respond to every customer who reaches out for support at the same time. If your company handles complex issues that require personal attention or one-on-one interaction with the customers, live chat is the best solution.Ĭhatbots take the lead when it comes to delivering instant responses to customers.If your company faces mostly technical issues, including server problems that affect all your customers, then a chatbot would be the right option to simply communicate the message with your customers.If you are looking to solve complex queries, consider the following: Though chatbots are now powered with Artificial Intelligence (AI) and Machine Learning (ML), chatbots aren’t quite there yet to resolve complex customer queries. If a customer raises a complex issue which the chatbots are not trained to answer, it will again redirect you to a live chat agent to get it resolved. Chatbots, on the other hand, are trained to respond accordingly to a specific set of keywords. Live chat agents can collaborate with other teams and discuss with the customers to provide the best solution for the issue. No matter how complex an issue gets, human agents are capable of handling it. When it comes to handling complex issues, we have a clear winner - live chat. Handling complex issues Live Chat > Chatbots If you have a low-volume of tickets that require high human intervention, then a rotation of live chat agents is the best way to go.ģ.If you have large volumes of tickets coming in through the night with routine queries, a chatbot will be your best solution.
If you are looking to offer 24/7 support, consider the following: But this also means that customers will be able to get personal support at any time of the day. While live chat can be made available 24/7, it would mean your human agents will have to work round the clock.
Even if you make changes to their workflow, they iterate in real-time.Īs an automated service, chatbots offer consistent and speedy responses to customers. Offering support 24/7/365 is a fundamental capability of chatbots. But based on your business needs, a live chat, a chatbot, or both might be required to help you meet your goals.
#ONE CHAT ONLINE HOW TO#
How to choose between Live Chat v Chatbot: Feature Face-offīoth live chat and chatbots are used by businesses to help customers resolve their queries and deliver a better support experience.
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