Let me start with answer based on our real world experience. “There is not silver bullet”
What I mean is you need combination of both chatbot & live chat.
Live chat you have human who can provide more detailed & in-depth response to customer, customer satisfaction is quite high.
Chatbot are great to provide 24/7 response to most commonly asked questions and if you configure with right information it can start addressing lots of queries. When your operation grows & you cannot keep 24x7 live chat support this acts as first level of response.
Key challenge of configuration of Chatbot: There are lots of technology & platforms available. Major task for business is to create flow of customer interactions & prepare list of FAQ’s and questions which chatbot should respond. You have to decide how many products / services you want to enable and what level of detailing you intend to provide.
Second step is if user are going to seek more dynamic data or information which will query you system you need some development & help of developers to enable that integration. I suggest you keep this in second phase of your project.
Idea scenario: Here people should interact with chatbot and point where you don’t have automated response or if user wish to speak to live person he / she should be able to switch to live chat immediately. Your support person should see the response already provide and continue smart conversation thereafter.
We achieved this solution and its live ins our business. Here are component’s used to put everything together.
1. Live chat – Zoho Sales IQ - Basic Account
2. Chatbot – Google Dialougflow ( Free Account)
3. Setup & Configuration – Approx 2 months of efforts to make is stable, smart & responsive.
Zoho Sales IQ connects with Dialougeflow Bot and puts in front, Also they have Mobile SDK which integrates with our Android & IOS Application.
If you want to see live implementation & strength of chatbot configuration visit https://picsy.in
Do connect with me for more information.
Its my thoughts,
Real time chat is one of the best option to business. Are you searching the best chat app? Make use of top notch chat SDK and API providers suitable for the mobile. This is capable for website to make enterprise business operating on the video chat call app for your desires. Make use of video conference SDK to make perfect enrollment in firm.
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I think live chat is better. Chatbots could cost more. Also, customers could become frustrated because many chatbots work from a limited data base, they can't improvise. I've recently tried a new video chat https://flirtymania.com. It allows to make free video calls and create group chat rooms. It made me think about using video live chat in my business. Is this a good idea? Has anyone tried it?
First of all, you need to see what problem you are facing with the current live chat solution you’re using. It’s not necessary that you may find the same problem with another live chat solution.
Second of all, what’s the guarantee that a chatbot will solve the problem? At best it will help you record customer problems better. But know this that at the end of the day your customers crave human interaction. And while chatbots help you answer questions faster, it would still lack the human touch and interaction capabilities that distressed customers may not like.
That’s why I would say do not give up on the use of live chat software. If anything, find one that helps you reduce support hurdles and offers the best combination of instant support and human interaction.
Based on that, I’d recommend you to give ProProfs Chat a try. It is simple, fast, and easy-to-use customer support chat software that helps you connect, engage with customers and resolve problems easily.
Read More: Live Chat vs Chatbots
What If we get a Live chat solution with AI capabilities in the back end?
Drive real-time customer engagement with Live Chat. Start scaling interactions with AI in just three months.
Our unique product offering gets you ready to empower your customer support with AI while you continue to engage with your customers via Live Chat. Leverage 24/7 availability, flexibility, advanced analytics, and intelligent routing of our Live Chat software while our quick-learning AI bot taps into your customer interactions to train itself automatically for delivering AI-powered responses in under three months.
Thanks and regards
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I would say it’s debatable question whether to have live chat or chatbot for your business, well its completely depending on the nature of your business, the kind of daily queries you receives from your audience, chatbot is the new trend and improved version of personalization or human touch when we do conversational chat, there are many platforms available which allows AI, ML based chatbots to cater your needs, but all such bots needs to be trained as per your business , I believe chatbot can help you save your time, energy, cost and improve user experiences, if you have notice many brands are already using chatbots to their customer support service, the conversational Chatbot is demand in current pandemic situations, if you would like to know more feel free to get in touch with us at firstname.lastname@example.org
I prefer live chat, because it eliminates unnecessary mistakes in communication if there’s some sort of sound or voice disturbance or interference within the internet or phone lines.
The difference between a ‘chatbot’ and ‘live chat’ are that a typical ‘chatbot’ will have a predetermined conversational flow where answers to questions will have already been written ( ‘pre programmed’) into the chat as responses. With an Artificial Inteligence powered chatbot these answers are much looser and rely solely on the machines learning and abilities to properly answer any questions it is asked. ‘Live chat’ on the other hand is an actual conversation between two individuals in real time’… Hope that this helps! Cheers!
Apps4Rent | CloudDesktopOnline | O365CloudExperts
Chatbots are a great way to anger and alienate customers. Currently chatbots are great for answering simple questions like FAQs, which can be served by an FAQ page. However most customers choose chat because there is a question not answered by a website.
Even for simple tasks, such as changing account parameters, chatbots are not given the authority to make changes. This makes them relatively useless.
If a customer cannot quickly be connected to a real person in the right department, then you have wasted their time. Disrespecting a customer's time is a sure fire way to have fewer customers.
Live chat is still a better choice. But nowadays there're wide range of different software and programming tools that creating a custom chat bot is not an issue anymore. Of course, it'll take a lot of efforts and time but such "investments" will pay off in the future
Live chat will be the better option for now. Chatbots still have some improving to do. Since it sounds like you have the resources to operate live chat I'd say implement both.
I do think a chatbot is useful to initially qualify the lead and direct them to the correct department. Once you get the workflow optimized it can for sure help with productivity. Just let them know in the beginning that you want to get them to the right department so they are aware they will get the help they need from a real person.
I hope this helps.
Steven J Wilson
Digital Marketing Consultant
At the moment, chatbots are becoming a hot trend. In 2019-2020, chatbots are implemented by large e-commerce corporations, for example, Etsy.
The online marketplace has implemented a chatbot that provides customers with 24/7support to solve multiple issues, including:
1) Problems with accounts;
2) Issues with payment/order delays;
3) Problems with orders;
4) Issues with items description.
Still, much depends on your business, and you can win combining two approaches, for example.
If you want to find more about trends of web development, you can check the article: https://www.codica.com/blog/top-10-ecommerce-marketplace-development-trends-2019-2020/
Would be glad to hear from you!
If you are using Wordpress, then you can find the best plugin for a live chat but don't forget to activate and integrate first at your email address. While on the other hand, if you are using any framework like Larawel and Codeigneitor then chat with us by Zendex is a better option than a chatbot.
Live chat is great, especially if you have the resources to properly utilize it. But, gazing into the future, it certainly looks bright for AI-powered chatbots.
At any rate, chatbots aren’t here to completely replace humans in customer service (not for the moment at least) but rather to act as a tool to help us save money, time, and energy. A role in which they excel.
Live chat is better than chatbot!
The reason, chatbot works as frequently asked question formula and a fixed set of answers while live chat gives an exact answer to understand and fulfill the requirement of the user as he wants.
The second thing is that users want accurate details without delay and some questions are based on different criteria a live chat can help better as compare the chatbot to resolve the same.
Live chat can also give impactful result because of it directly coordinate with two human being and capable of more productive then chatbots.
Chatbots are a computer program based on fixed answers and seem bored after just time during the chat.
You lose business with chatbot
You grow business with live chat
Well, it is always more convenient for people to communicate with a real person. Just put yourself on your clients' place: would you like to have your question precisely answered? It also indicates the attention you give to your clients.
As for chatbots, it is can be used for FAQ.
What is your problem with the live chat system you're using right now? I guess there are two options: bad chat software or incompetent chat agent.
I would recommend Upwork to find the right person in the chat agent's position.