Web chat is becoming an increasingly important feature in sales and customer service. Consumers expect instant gratification when they have a question or problem, and a chat feature allows them to get a quick response from a business.
There are a number of web chat approaches to consider. From chatbots to a fully staffed live chat, there are pros and cons to each type. Read on as we weigh the options and help you find the live chat solution for business that’s best for you.
Chatbots are the most basic choice when it comes to web chat. These programs offer users a series of menus with various options, aimed at delivering a standard response to their question.
For those on a shoestring budget, chatbots are a live chat solution for business that offers web chat technology at a low price. The technology itself is less costly, and it allows you to offer chat without having to keep a customer service representative on chat duty.
But as with most things in life, you get what you pay for. These bots are very obviously computers, not humans. For those consumers with simple questions or problems, these bots can get the job done.
However, if a customer is looking for a thoughtful response to an issue they have, a chatbot will not be able to provide that. And if your customer is already frustrated, getting the runaround from a bot could make them more upset.
In sum, if you're looking for a live chat solution for business that is best suited to handle basic questions, then chatbots are a valid choice. If your customers will be expecting a more sophisticated response, you may want to consider another option.
The next step up the chat ladder is an AI chatbot. These bots are able to recognize keywords or key phrases and then formulate responses from a series of pre-programmed options to answer the query.
AI chat is definitely more advanced than your basic chatbot. The benefit is that these bots can be confused for a real person. They’re able to generate answers more quickly and efficiently than a menu-based bot. You simply need to provide some information to help them get started.
If you rely solely on AI chat, you may be missing out on the nuances of peoples' questions. But, you should receive a transcript so you can see what chat came in and provide additional information to help close the loop on the interaction.
AI chat can be thought of as the live chat solution for business that occupies the middle ground. You still get automated customer service, but it is a little more textured than what you get from a typical chatbot.
The final live chat solution for business is to engage a chat service so that your customers will always be greeted by a real person. For most small businesses, a customer service team that can staff a chat line around the clock is not realistic. Chat services allow businesses to provide seamless customer service without building out their full-time staff.
Additionally, live chat services provide that human touch. If a customer turns to your chat function with a complex problem, a customer service professional is a lot more likely to be able to fix the issue.
Incorporating live chat for business into your website is a smart move for any business owner. It provides customers with another way to get in touch, and it’s much more seamless than phone or email.
If you think a live chat solution for business might be right for you, we’re here to help! Reach out to learn more about LOCALiQ’s live chat for business service.