How To Use Live Chat and Chatbots for Customer Support

Live chat software is a platform which allows customers to communicate or chat with the customer service agents to clarify any query or doubt that may arise. It is a highly convenient source as the users can multitask and get their query cleared. It works in a simple way, the user makes a query and the ticket is sent to an agent who gets in touch instantly and the conversation goes in real time.


Chat Bots on contrary are a software program or application designed for specific tasks and they run on automated scripts. They work by 


  1. A human makes a request regarding any doubt or query.

  2. The query is analyzed in the system and AI.

  3. Chatbot responds with relevancy attempting to solve the problem.





How Are Chatbots Revolutionizing Customer Service-


  • 24/7 Customer Service


Not everyone shops during the typical business hours and customers adore it when they have service available at their discretion. As there is no agent in chatbots and it's all automated, customers can make that spontaneous purchase when the epiphany at random of the times without having to worry if they will have their queries cleared. 


  • Instant Response


There is literally no waiting time when it comes to response and customers never like to wait for long. The moment it takes long they don’t shy away from moving on to the next best option and instantaneous service can create a surge in customer satisfaction. 


  • Personalization 


You can script the bots to use the tone and style of your company which really sets it apart from the other companies and gives your brand a unique identity.


  • Seamless Service


Simplicity is imperative when it comes to communication and with chatbots it’s a cakewalk. Bots use a simple language and “Natural Language Processing” so there’s slim to no chance for customers to really get in a state of confusion. The smoother the service, the better chance of retention. 



Live Chat vs Chatbots: How to Optimize Your Customer Service


Live chat and Chatbots are of the same book but are two different pages. 


Live chat works via agent and chatbots work via automation but both provide the same service. Both have their own place and a business needn’t choose one over another, they both can be fused to create a splendid customer support service. 



You can optimize your customer service by having a sound integration of both.


Let’s see where the ball is in Chatbots’ park-


  • Multilingual


Chatbots can speak tons of languages which makes it so much convenient for the company and customers. 

  • Availability 


When it comes to chatbots they are literally present 24/7 as there’s no human on the other side and if a customer wants to make a purchase at an odd hour, they can do so without worry of lack of service. 



  • Expeditious Response


Chatbots take almost no time when it comes responding in a quick fashion as all the responses are already in a preset. An agent takes more time as they can only work on so many tickets at once but chatbots can handle so much more.


  • Cheaper


Companies spend a huge chunk of money on customer support service as it’s the paramount factor which retains the customers and Chatbots are cost effective in comparison to the LiveChat with a good margin. 



Let’s make a case for Live Chat


  • Human Element


As there’s a real person on the other hand it gives a more personalized touch to the customers, 


  • Grammatical Understanding


Chatbots are used to adequate spellings and grammar but not every customer uses the same. Many use abbreviations which can be hard to understand but a real agent can do that with ease hence it scores over Chatbot here.


  • Higher Accuracy 


Chatbots have automated responses but when it comes to LiveChat, the latter can understand the problem better and with more empathy which increases the chances of customer satisfaction which at the end is the goal always. 


    

What Can Chatbots And Live Chat Do In The Customer Support Domain?


  • Provide a quick and robust response for any query.


  • 24/7 customer support.


  • Lead Generation.


  • Sales Tracking.


  • Reports and Analytics Generation. 





Live Chats and Chatbots have been improving the customer support service exponentially since its inception and are an excellent platform for both businesses and customers which makes it a win-win situation and nobody could ask for more. A business can combine both of them seamlessly and have an undeniable support system. 



KaptureChat provides the chat software through 3 products being Live Chat, Hybrid AI Agent, AI Chatbot that you can optimize for rich customer experience also one that you’d fancy for your company. 

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