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Removing Friction and Four Digital Trends to Improve Contact Center CX

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Removing Friction and Four Digital Trends
to Improve Contact Center CX


Business communications play a huge role in Customer Experience (CX). Meanwhile, contact centers and CX travel on the same road progressing towards better customer service. There are many reasons that influence your customer’s perception of a brand and few are more important than the contact center.

The right contact center environment acts as the essential connection between you and your clients. It’s how you reach out to sales prospects and deliver the service that makes customers want to stick with your brand not only for months but years ahead.

Today, CX is one of the most important areas for any business to focus on if they want to ensure longevity. Customers are expecting more than ever from the companies they work with. Survival in this space means quick investment in the right technology, processes and for sure, people. Now, let’s dive deeper into the evolution of CX in the year 2022. How can contact centers remove the friction customers often face when seeking solutions to their challenges?

 

4 Essential Digital Trends To Improve Contact Center CX

Engaging customers where their journeys begin

Meeting customers at their digital footsteps has never been easier but you need to know this fact, your customers love searching for information online before talking to your agents. Customers have adapted to a digital-first experience.

Delivering frictionless resolution

Matching the speed of the customer is necessary. When it comes to customer service, you really want to go the extra mile and make people feel appreciated. This is even more important in a time where customers are used to getting what they want and when they want it without any friction in between.

Focusing on the positive

One of the best ways to keep customers coming back to buy from you? It’s surely the act of being focused on positivity. Your contact center agents should be the people with high Emotional Quotient(EQ). Their high levels of emotional intelligence can help deliver exceptional CX.

Enhancing employee experience

Always bear in mind that the agent experience mirrors Customer Experience. How your contact center agents feel about their jobs will affect the customer service experience. The question is, AI and automation makes the other tasks simpler but what about the more difficult challenges? You need to hire agents that are truly passionate about helping people and delivering high quality support. Intervene by giving your agents the tools they require to answer customers quickly.

Here’s your turn at adapting more flexibly to an environment where customers’ demands are changing but they’re met on a daily basis. Take different routes for better and amazing CX. Find the right digital cloud platform, high powered data and AI solutions to ensure you and your team get smarter with every interaction, adapt to customer needs and exceed customer expectations.

Customer service has been tough but you can make a difference by adopting the cloud and enabling your employees to work from anywhere and anytime. Discover how Accordia Cloud Contact Center can give you the edge over competitors and help you earn more loyal customers either days or months.

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5 Amazing Ways Chatbots Can Enhance Your Customer Experience

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5 Amazing Ways Chatbots Can Enhance Your Customer Experience


Like the chatbot, ever wondered why almost everyone loves Ironman? Ironman is a superhero with powerful abilities and he used those abilities to combat terrorism and win against his enemies. In the movie, he creates a unique weaponized suit of armor to fight evil. This is also what the bots can do for your business. They don’t have to wear a suit to win over your unhappy customers, instead they can ensure to remove bad and disappointed customers from bad-mouthing your business while providing quick answers to your customers’ queries.

Chatbots are in essence automation for human conversation or rather automated programs that can simulate a human conversation. The bots use Natural Language Processing (NLP) to understand human communication in the accurate context and provide relevant answers to questions. From the customer’s point of view, they’re speaking to an actual human being, or at least, so it seems.

Sometimes, CX can be really frustrating and complicated. You often face situations you have never faced before and end up clueless on what your customers want from you. It’s even more troublesome when your customers damage your reputation on social media after they don’t get a proper solution from your team.

 

5 Amazing Ways Chatbots Enhance Your Customer Experience

1. Impactful business insights.

2. Reduce wait time.

3. Always-on customer service.

4. Personalized human interaction.

5. Encourage employees.

 
Chatbots can help you reduce customers’ wait time and get them where they want to be quicker. Remember that cringe worthy on-hold music especially the computerized ding-dong sounds, ugh! – these could now be a thing of the past. The surprising benefit to AI can be to encourage support staff to focus on more challenging tasks. It also has the potential to mimic human behaviour and can be helpful to support reps in terms of focusing on more high-value activities rather than routine tasks.

One of the best features of a chatbot is that it can even distinguish human emotions such as anger, confusion, fear and joy. If the bot detects that the customer is angry, it transfers the interaction to a human to take over, which will provide relief to the said customer.

Get a chatbot to help you in myriad ways in providing instant satisfaction for customers, especially customers who don’t have the patience to wait for a response. A sleepless chatbot is able to offer 24/7 customer support.

Find out how Accordia chatbot can be a cost-efficient way to provide basic support and be your best ally in making new or loyal customers stick with your brand for years.

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Why Is The Chatbot A Must-Have? 6 Intriguing Reasons To Consider Using A Chatbot On Your Website

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Why Is The Chatbot A Must-Have?
6 Intriguing Reasons To Consider Using A Chatbot On Your Website


Around the world today, chatbots are chosen frequently because they’re simpler than conversational agents. One of the reasons why people love the bots? They make work and life easier. It automates just about everything possible. Think about some of the everyday services we now rely on to make it through our ever so-difficult lives. For instance, we don’t have to go through the hassle of paying over the counter for the food we purchase; it can be done online, faster and quicker.

And, you can get a ride to just about anywhere in just a few clicks on your smartphone without ever talking to the driver nor pulling out any form of payment. You can now buy a car and have it delivered to your house, totally avoiding the hassle of haggling with a dealership. Chatbots could be the best kept secret for your biz growth. A programmed chat interface that a website visitor can interact with. They are programmed to closely mimic human behaviour and interact with the website visitor in a conversational manner. Accessible anytime and anywhere is the special feature of the chatbot.

Before we dive in further, let’s look at the plenty of reasons why chatbots are important? The below stats show a State of Chatbots Report on users on the challenges they encountered with the online services they use today, such as search engines, messaging apps, product or service websites and mobile apps.

 

State Of Chatbots Report

Most of the common challenges faced by customers include:

1. Websites being hard to navigate (34%).

2. Not being able to get answers to simple questions (31%).

3. Basic details about a business – like address, hours of operations and phone number – being hard to find 28%.

And this next survey also reveals that people prefer the chatbot over a human.

In the on-demand, real-time world we live in, and when everything seems to be a click away, consumers expect to be able to find the information they’re looking for quickly and easily. When they can’t, they get frustrated and they will eventually go to your competitor who can provide the type of experience they’re looking for.

So now we understand the challenges that users face, let’s look at the reasons why you should consider using a chatbot.

1. Surface information and getting a quick answer in an emergency.

2. Resolving a complaint or problem.

3. Getting detailed expert answers or explanations.

4. Creating easier transactions, purchases and brilliant CX for customers.

5. Communicating with multiple customers using the friendly and smart bots.

6. Ease daily human conversations and always available interactions.

 
As a business, it doesn’t have to be either / or but you can use the chatbots where necessary and to answer quick questions. What’s more intriguing? You can have chatbots operating directly on your website and you can use hyperlinks to make it easier for you to trigger bot conversations from other social channels.

The takeaway: Chatbots are the new, helpful friends but they aren’t fully replacing the need for phone and email when it comes to interacting with businesses. Since your customers prefer the bots over humans, then you should grab the chance to adopt the smart bots for your business and get issues solved in a timely fashion.

Learn how to deliver a better, speedier online experience to customers. Discover Accordia Chatbot for smarter and easier CX 24/7.

 

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Source: https://www.drift.com/learn/chatbot/why-are-chatbots-important/ | https://www.tidio.com/blog/chatbot-statistics/  |https://my.visme.co/view/90r4gk46-chatbots-vs-customer-service-agents#s1

9 Amazing Reasons On Why You Should Use Chatbots In Your Business

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9 Amazing Reasons On Why You Should Use Chatbots In Your Business


The world is now beginning to be more interconnected and digitised as chatbots are becoming the customers’ and companies’ best supporters. They are conversational and designed to instantly answer user’s questions. For instance, the robot to whom you ask questions about a product and appears in the tiny pop-up window at the bottom-right corner of your screen is a chatbot. It usually pops up when you’re doing online shopping or when you first visit a company’s website.

Artificial Intelligence (AI) is getting in the way of day-to-day activities and since chatbots are part of the equation, they’re getting instantly smart. Brands can use them to automate some of the routine interactions and meet customer expectations. They are more simple than conversational agents which can be connected via various APIs and this enables them to deal with a wider range of customers’ requests. They can also automate repetitive and tedious tasks like emailing customers and prospects, answering FAQs and many more.

One of the many reasons to find chatbots awesome? They are very versatile and they have many more use cases, used in the Human Resources(HR) management, in schools’ administration and more fields. Some basic chatbots are also called rules-based chatbots; good at handling simple tasks, suggesting products or making appointments. Some – very high-performance chatbots, called Artificial Intelligence (AI) chatbots use Natural Language Processing (NLP) and Machine Learning (ML) to perfect their understanding of the user’s inputs. Haven’t thought of implementing a chatbot? Let us guide you through why you should use the chatbot in your business.

 

9 Amazing Reasons On Why You Should Use Chatbots In Your Business

1. Available 24/7.

2. Generate more conversations.

3. Handle multiple customers at the same time.

4. They aren’t subject to mood swings.

5. Effectively collect and analyse data.

6. Help you personalise your conversations with customers.

7. Speak multiple languages.

8. Good at automating many processes.

9. Suitable to be deployed anywhere.

 
With us, you can easily create a chatbot for your customers and then deploy it on as many channels as you prefer from Messenger to Whatsapp. The more channels your chatbot will be deployed on, the more customers you will be able to reach.

Discover how Accordia Chatbot is trained to answer queries in multiple languages and can help you reach out to many users, making the integration process smooth, simpler and easier. Offer engaging conversations, fast replies and personalised help to your customers with a friendly bot.

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Source: https://www.ideta.io/blog-posts-english/top-9-reasons-why-you-should-use-a-chatbot-in-your-business

Why is Customer Service Important? 11 Ways Customer Satisfaction Correlates with Business Results

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Why is Customer Service Important? 11 Ways Customer Satisfaction Correlates with Business Results


The march towards customer service is becoming more evident now than ever before. Gartner predicted that Customer Experience (CX) would be the key differentiator between businesses by 2021. It became true.

As we all know, customer expectations are continuing to rise around the globe. Customers expect more from brands when it comes to convenience, resolution times and agent expertise. The good news is that brands which can deliver on expectations are rewarded with higher rates of customer retention and loyalty. When building your business, everything screams for attention but happy customers lead you to more money, growth and sustainability.

Yes, better customer service matters. When you are an expert in keeping current customers happy, you get to experience even more stable revenue and more accurate predictions. In this newest article, you are going to discover 11 ways customer satisfaction correlates with business results.

1. Revenue increases with good customer service.

2. Happy customers build a better reputation.

3. Retention correlates to customer satisfaction.

4. Churn decreases with more customer care.

5. Customer Lifetime Value (CLTV) improves with better customer service.

6. Employee happiness correlates to customer happiness.

7. Company culture strengthens with improved customer sentiment.

8. Brand awareness increases with positive Customer Experiences.

9. Marketing spends less with more customer advocates.

10. Valued customer service unites goals and processes.

11. Business longevity relies on satisfied customers.


Rosetta Consulting Customer Engagement Survey

Even if products and services have errors, you can still provide a seamless Customer Service Experience, people will be forgiving. Rather than push them right into the enemy’s arms, focus on smarter customer service to prevent customers leaving your brand. When you create a culture of serving people, your employees will follow you. An example, the support team helps the sales team. Product listens to customer service agents. Your team then collaborates and works together with kindness, compassion and above all, respect.

 

Why is Customer Service essential?

The question isn’t more about the why but the how. You’ll need to convince customers to stick with your brand through the months and years via an omnichannel customer support.

Keep customers loyal and satisfied with smarter customer service and they’ll be happy to promote your brand. A highly engaged customer refers to one who reads your emails, follows you on social media, and interacts with customer support. Now, your customers can be connected with you wherever they are and whenever they want through an omnichannel strategy.

The best means to sustainably grow a company is via word-of-mouth. Nothing beats the oldest trick in the book. Great customer service leads to happy customers who talk about your product or service with future customers.

Discover how Accordia Omni can help happy customers stay connected with the right channel of engagement and know how important great customer service is.

 

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Source: https://www.groovehq.com/blog/why-customer-service-is-important

10 Things Customers Expect from Customer Service And One Of Them Is Omnichannel

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10 Things Customers Expect from Customer Service And One Of Them Is Omnichannel


A positive customer service includes omnichannel as they’re easy, fast and reliable communication channels. In this article, we are going to dive deeper into the 10 things customers want and expect from your customer service.

“Nearly 95% of leaders say that providing a good Customer Experience (CX) is a top strategic priority and 75% want to use CX as a competitive advantage.” – Forrester

What do customers expect from your customer service department? Do you know what customers really want? Customers expect different things at different times via optional channels. It’s not easy to know what customers want but we are going to reveal what customers expect from you. Let’s have a look at that research now:

 

10 Things Customers Want And Expect From Your Customer Service And One Of Them Is Omnichannel.

They want you to:

1. Understand their needs.

2. Expect to have multiple options when contacting you.

3. Respond quickly through omnichannels.

4. Crave a personalized experience.

5. Solve their problems.

6. Listen to them.

7. Be proactive.

8. Be surprised.

9. Saving time over money.

10. Give them consistent answers.

“Only 12% of customers believe companies when they claim to: “Put the customer first”. – Salesforce

 
There’s more data citing the essentials of having conversational channels to choose from and its huge impact on customer satisfaction. Hence, most customers who look for you expect you to communicate with them on their channel of choice be it face to face, online or even via the phone.

Modern customers expect to reach you easily with at least 10 different channels on any inquiry and if they can’t, you’re going to lose them. More than 85% of customers expect conversations with customer service agents to go smoothly, seamlessly and in real-time between channels. This means, they don’t have to repeat their problems again and again.

Let’s take the recent news of the week as an example. We need to start treating people with empathy and utmost care and especially in customer service. It should be a consistent practice to treat customers right and with due respect. Unlike in the Oscars 2022 show, where Chris Rock jokes about Jada Pinkett Smith’s alopecia disease and then invites Will to respond with anger.

Things could have turned out different if the duo had practiced empathy for one another. If Chris had not joked about Jada’s medical condition, he would have not been assaulted and Will wouldn’t have hurt him either. Oscars 2022 welcomed a diverse audience watching the show from all around the globe and surprisingly, the number of people watching increased during the heated moment.

The same rule applies for great customer service. Don’t scold the customer for being rude to you or your team. Instead, when the customer pulls you into a string of emotions, have the knack to still empathize and do the exact opposite, by responding kindly with a breather in between. Which means, after choosing to practice mindfulness and pause for seconds, Will would have not reacted violently towards Chris Rock. Another story was uncovered. The host of the show, Chris Rock didn’t rehearse the insensitive joke before the event took place and it clearly showed that he shouldn’t make fun of someone’s medical condition nor act very insensitive.

Even now, you would have understood that even in the context of businesses, contact centers and best practices, you shouldn’t reply to an angry or frustrated customer with the same sort of treatment. Instead, show empathy and care that you will resolve the situation by giving them an easy solution or getting a Subject Matter Expert (SME) to help you with their better advice. You can even provide your unhappy customers with the channels of their choice to dissolve any unwanted situations or problems before, during or after their purchase with you.

Make your customers satisfied with your services for months or even years from now via an omnichannel strategy, chatting with them at any time of the day through different channels while providing smart solutions. Stay effortless. Be where your customers are and stay connected.

Discover how Accordia Omni could do just that for you and your employees.

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Source: https://fonolo.com/blog/2014/07/5-things-customers-want-and-expect-when-it-comes-to-customer-service/

https://www.theguardian.com/film/2022/mar/28/will-smith-apologizes-chris-rock-slap-oscars

Smart Chatbots Are Ruling The World Of Customer Service

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Smart Chatbots Are Ruling The World Of Customer Service


Bots are everywhere. For the first few years, chatbots were used in customer service but now have expanded onto other verticals, such as enhancing the Customer Experience (CX) and improving operational business efficiencies, to name a few. Other names are the bots being called such as virtual agents, digital assistants, virtual assistants and conversational AI bots.

The future of businesses rely on intelligent chatbots. Discover what the chatbots can do for your business for now and the years ahead. Dive deeper into the comprehensive list of the chatbot benefits in 2022. Let’s find out how chatbots rule the world.

 

Top 10 Advantages Of Chatbots For Businesses

1. Offer website visitors contextual, AI Driven Support.

2. Better analysis of customer data.

3. Enhances customer engagement and sales.

4. Better lead generation, qualification and nurturing.

5. Bots save a great deal of time.

6. Massive range of possible applications.

7. Applicable to multiple industries.

8. 24 hour service and getting an instant response.

9. Answers to simple and complex questions.

10.More conversational and helpful with rapid and increasing growth in messenger apps.

“64% of internet users say 24-hour service is the best feature of chatbots.” – Drift

 
Chatbots are becoming a popular demand among your customers and are good at real-time assistance. It’s because they’re introducing a new way for businesses to interact with the world and most importantly their customers, riding on the exploding popularity of messaging apps. Therefore, integrating your own chatbot into one of the famous platforms that customers use daily such as Whatsapp or Messenger, can be better than building a new app by saving a ton of money and time.

Don’t waste time. Invest in the future of chatbots and experience the major advantages of being chosen over your competitors. Contact Us Now


Source: https://chatbotslife.com/5-benefits-of-using-a-chatbot-937b8b793826

How Gen Z and Millenials Are Influencing The Future Of Shopping And 4 Reasons Why Chatbots Are Awesome

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How Gen Z and Millenials Are Influencing The Future Of Shopping And 4 Reasons Why Chatbots Are Awesome


With the great resignation appearing and prolonged job searches, Gen Z is dedicated and resilient with their interest in fashion and retail the past year – even with nowhere to go. The previous norms have made an impact on your customer’s buying behavior and especially Gen Z (aged 18-25) and millennials (aged 26-40). This also created an awareness on how businesses need to thrive in 2022 and beyond among these two age grouped people.

This gives a huge opportunity for digital, convenience and social consciousness in the shopping space. Yes, digital is leading. Both Gen Z and millennials have demonstrated a willingness to shop both in-store and online, choosing to use each channel based on a different set of benefits. Among the two generations, more people plan to take part in online shopping more while 42% expect to return to their habits – a previous combination of digital and in-store.

Both Gen Z and millennials feel it’s convenient, safe and price affordability comparisons as their main reasons to do online shopping but coupled these benefits with the inconvenient of long wait times for deliveries, delivery costs and returns.

Both generations are leaning more towards online shopping, the survey found that consumers are mostly looking for better fit technology and higher quality images. For shoppers, there’s a chance to grab better photos and videos along with more personalization tech which enables you to know in depth about a shopper’s personal sizing, style preferences, price point to help them find the right items during the shopper’s first visit to your webpage.

As your customers love online shopping, the chatbot can also be of good help to make the shopping experience easy and fun. If those issues that happen during online shopping were resolved, 43 percent of participants would be quite likely to decrease their shopping in-store and 27 percent definitely would stop in-store shopping altogether.

Gen Z provides an excited await as this generation cited that they are planning to do shopping in person compared to millennials. It’s essential to highlight the benefits of shopping in-store: fitting rooms, socializing with friends and searching for items they didn’t find in the place.

Young Shoppers Purchase By Following Their Beliefs.

Young customers shop with their own social perspectives. Coming out of the tough year wasn’t easy and the importance of sustainability with an inclusive view has only grown. Members of both age groups, millennials and Gen Z have expressed that they abandon a purchase because the brand didn’t reflect their values and 70 percent of young shoppers would pay more for fashion from sustainable or socially conscious brands.

New Habits Lead To Newer Strategies For You

It will become more important to reach Gen Z and millennials as their purchase power continues to grow in the years to come. The digitally savvy generations are ready to adopt new purchasing options but they also see value and hope for re-creating the wonderful and nostalgic memories of the past. For instance, previous shopping habits and social interactions that didn’t take place over social media.

In this article, we also list for you the impact of chatbots on customer loyalty.

Since these shoppers value these social interactions whether online or in-person, convenience from both price and delivery plus goodness for the people. How can you create those moments again? How can you take lessons from the past and create the best comprehensive omnichannel CX for shoppers now and in the future?

 

7 Fascinating Reasons Why Chatbots Are Awesome

1. They contribute to brand awareness and reduce the effect of familiarity on the customer purchase intention.

2. Helps stimulate the shopping intention of customers.

3. Customer expectations and satisfaction can be exceeded.

4. Proactive responses to questions and complaints from a customer.

5. Helpful in terms of delivering enlightened personalization at every level

6. Higher conversion rate and offer quality service for engaged customers.

7. Experience more cost saving and help customers enjoy instant customer service.

 
By optimizing the customer experience, you can witness speed in customer satisfaction which then leads to customer loyalty, which is important in the past, now and in the future. The digital developments and growing competition made many companies face hard challenges to attract and keep customers running back to them.

The “New” customers in 2022 wants to spend less and less time. Therefore, they expect to be able to reach a company anytime and anywhere, irrespective of time, location and channel. The best instrument for customer service is the use of chatbots. There’s a reason why many are following the bots’ trend and mostly to experience better biz growth.

Ready to find out what a chatbot can do for you?

Know more. Accordia Chatbot and Live Chat Page


Source: https://www.mytotalretail.com/article/how-gen-z-and-millennials-are-influencing-the-future-of-shopping/

How the Chatbot Is A Perfect Choice For Your Business?

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How the Chatbot Is A Perfect Choice For Your Business?


Chatbots are quick, great at conversations and very helpful intelligent assistants. They provide good customer service, time-saving humanized interactions and also the key idea to make your small-to-medium-sized business (SMB) stand out among competition.

“66% of customers say they will spend more money with a company that offers an excellent Customer Experience when it comes to supporting a business, while 60% say they have not completed an intended purchase due to a poor customer service experience.” – Business Insider


The intelligent chatbot is another meaningful way to avoid poor Customer Experiences, build long-lasting customer loyalty and create better customer appeal. Know more on how the chatbot can be your best partner in business. Delve further into the list.

 

10 Ways On How Chatbots Boost Customer Value For SMall and Medium Business (SMBs)

1. Easy setup.

2. Handle customer service requirements.

3. Tailored exactly for your SMB.

4. Offering website visitors contextual 24/7 instant and AI driven support.

5. Reduce costs.

6. Increased customer retention and ROIs.

7. Interact with customers any time, any day.

8. Save a ton of time.

9. Enhance customer engagement.

10. Analyze customer data better and generate qualified sales leads.

 
Fasten your business growth and represent your business to its full potential with us. Be available and interact with your customers at any time of the day. The right chatbot should be up and running within a day. Increase revenue and retain customers in one chatbot. Know more!
 

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Which is a Better Friend? The Chatbot or Live Chat?

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Which is a Better Friend? The Chatbot or Live Chat?

Did you know? The use of chatbots in the customer service landscape is growing higher. So, what differentiates the chatbot from live chat? With conversational marketing on the rise, discover which tool is the best fit for your business needs.

In times of need, customers are looking for fast solutions and speedy customer service. With 24 hour automated functionality and the ability to give you hours back in your life, we have chatbots and live chat, the outdated and traditional way to engage with customers.

But, let’s skip to the good part. Both are good at making customers happy but how do you determine which one is right for you and your team?

4 Differences of The Chatbot vs Livechat

1. Need for speedy responses

Live Chat

Live chat is a good tool for giving customers’ personalized responses.
A new customer will ask the first question and that will start a question with a member of your team – assuming that there’s someone available at the other end who can help them.
When there’s no one to help, they’ll be prompted to give their email address so you can get in touch with them in the future.
A delayed or no response can make your customer frustrated. Live chat gives you the added advantage of responding by having an agent on live chat.

Chatbot

The best in class automation strategy to provide customer service according to consumer preferences at scale and adapts to various cultural norms around language.
The chatbot is also good at instant responses. Requires high quality data and careful workflow implementation.
Perfect for simple requests like “What are the features of this CRM?”
Provide instant satisfaction for the customer. Ideal for smaller questions and concerns that somebody probably wouldn’t wait 30 minutes on the phone line for.

 

2. Capability to chat 24/7

Live Chat

Customers love when they can contact you or get support anytime and anywhere. This is possible with live chat.
Questions and queries can come at unexpected times too. Do you have somebody to cover time zones or your live chat has opening hours?

Chatbot

Active 24/7 and operational everyday plus the users will enjoy good CX in a B2B context.
The friend that is a helper to answer questions and resolve issues quickly regardless of time.

 

3. Context clues to help understand your customers

Live Chat

The member of your team can use live chat when you host live chat on your site, then a member of your team can use context clues to understand how the customer is feeling and what they want.
Activate a live chat window and begin talking. You are almost always connected to a human customer support staff – although you may have to wait a long time for the pleasure.

Chatbot

The chatbot is excellent at providing great feedback from your customers that can be used to better understand them and their journey.
A knowledgeable program that’s been trained to answer a set of questions. Some are restricted to only basic interactions while others learn and develop.

 

4. Implementing with ease

Live Chat

Pretty easy to implement on your website or use through channels like Facebook Messenger. They are easy to use
Actionable application that allows your employees to keep working and can get somewhat difficult.

Chatbot

Conversational marketing is becoming even more revolutionized and most customers are happy when chatbot responds to them with a quick reply
Customers are also delighted when they receive a link to know more information about a product.

 

“Chatbots can help businesses save on customer service costs by speeding up response times and answering up to 80% of routine questions.” – Invesp

 
The bot is hard to build but the user will enjoy a better experience. How developed you want it to be? Does it answer frequently asked questions or can it have a smooth and wonderful conversation with users?

It’s clear that bots are able to answer FAQs for now and you shouldn’t complicate it further. The actual creation of your chatbot might not be easy but you can find best ideas and practices on how to integrate chatbots into your conversational business strategies. Know more on how you can give a bot a branded personality to get your customers using it for their questions. Uncover how the bot can be designed and tailored perfectly for your business needs. Just imagine being available any time and any day. Get a friendly chatbot. Make customer-employee conversations easier.

 

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Source: https://www.digital22.com/insights/chatbot-vs-live-chat-the-differences-and-how-to-pick-the-right-one

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