The last time you interacted with a live chat agent, it probably didn’t feel “live”. Often, live chats leave you hanging without a response or ask for your email address only to get back to you later (which isn’t in the next 48 hours). This increases the turnaround time, while increasing frustration!
Why do live chats fail?
With endless queries streaming in and having to employ many humans to take care of those interactions, live chats are often difficult to work with. The customer is kept on hold which becomes irritating, to say the least. Not to mention the repetitive questions like ‘Can I have your order number / shipment id?’. The complex interface also adds to the problem. The whole procedure of contacting a live chat becomes daunting and laborious for the customer as well as for the agent.
With the innovation in technology, chatbots are now taking up the virtual interactive space, and rightly so. Chatbots have simplified the aspect of user engagement and customer retention. How? Let’s find out!
A human answering the live chat can only handle a handful of chats at a given time. Others would have to wait or be met with the response “Please leave your email id, we’ll get back to you.” Either way, you are making them wait for the answers they are looking for.
Chatbots are a clear winner when it comes to scalability. Chatbots engage with thousands of customers at the same time, in a personalized and optimized manner. This gives the customers instant answers, without them having to wait.
2. No Human Supervision
Live chats require humans to individually respond to every chat. This requires businesses to hire people specifically for this tiring and repetitive task. Plus, onboarding and training people to perfect the job can take months, but with your conversation flow in place, a chatbot is ready to be deployed within a few minutes.
Enter chatbots and that problem is solved!
Once trained, chatbots cater to each and every chat smoothly without any human supervision required. Does this mean chatbot replaces the employees? Absolutely not! Chatbots simply automate the routine tasks so that your team can focus on more complex tasks.
3. Savings galore
With live chat, you need to hire multiple agents to answer many customers at the same time. Prior to that, you also need to make sure your agents are well-trained and have good communication skills to speak to the customers. This means you have to spend monthly to talk to visitors coming to your website. This is both a time-consuming process and an expensive one.
But chatbots are pocket-friendly versions of live chats. You need to invest just once in your chatbot and it is there to stay!
Also, by adding chatbots into your business, you’ll be increasing your revenue, as your current employees will be given time to focus on nurturing leads and closing sales, while chatbots perform the day-to-day activities.
4. 24*7 Availability
Live chat cannot function round the clock, as humans are bound by time. If a visitor wants to talk to your business at the end of the day, live chat will not be able to cater to their queries. This contributes to bad customer experience which in turn is a loss for your business. According to Forbes, businesses lose $75 billion due to poor customer service.
But chatbots are available 24 hours, 7 days a week to engage with your customers, without incurring you any extra cost, unlike live chat.
5. Ease Of Use
Anyone who has used live chat from the side opposite to that of the customer will tell you that it is no piece of cake. A live chat comes with two-fold interfaces: a chatbox for the visitor and a dashboard cluttered with live and past visitor data. This complicates the simple process of conversation.
Chatbots come with a clean and unified interface on which your website visitor talks to the bot and it replies. With this, you still have complete control on your bot via the same interface where you train it and make it smarter.
One might argue that chatbots have no human touch and hence cannot be better than live chat. And we agree. Because chatbots are not made with the purpose of being better than their human counterparts.
Chatbots are here to assist their human counterparts in getting more done. If the customer needs to talk to an agent, the right chatbot solution will notify the agent about the same, thus eliminating the need to constantly monitor the conversation.
Chatbots are emerging as the next step in filling the gaps in business processes. Chatbots are assisting humans to drive more sales by improving marketing, customer engagement and customer retention. Wouldn’t you want to make the most of the chatbot revolution?!