8 factors to consider before choosing a chatbot / live chat application

 Studies show that:


  • Chatbot trends in 2021- 47% of organizations are expected to implement chatbots for customer support services, and 40% are expected to adopt virtual assistants.

  • The global chatbot market is set to grow at CAGR of 37.11 during the period of 2017–2021-Orbis Research

  • Chatbots expected to cut business costs by $8 billion by 2022-Juniper Research



When it comes to choosing a chatbot / live chat application consider the following features.


  1. Omnichannel feature


Based on your business requirements, While choosing a chatbot / live chat application omnichannel feature must be taken into consideration. This feature allows the bots to be deployed to the website, mobile apps, or the channel of its choice with the user interface that is customized for each channel, be it SMS, e-mail or social media. When you consider Kapture Chatbot then you get the functionality of interacting with corporate tools like Slack, Telegram, Skype and also integrating with a knowledge base, NPS surveys, call back-support, and more.


Preferably, you would need to go for the best live chat system or a chatbot that permits you to expand backing and offer a total 360-degree upkeep for your possibilities and clients. 


  1. Cloud-Based 


Cloud-hosted software resides on a third-party server and is eased by the Internet. It is preferred over self-hosted (or on-premise) services where the applications are hosted on the organization’s own technical infrastructures.


Some of the features of cloud-based chatbot/ live-chat 


  • Cost-efficient:

  • Cloud-based applications are much cheaper as compared to self-hosted ones, and there are flexible payment options that allow you to pay only for what you use.


  • No costly infrastructure:

  • You don’t need to invest in costly infrastructure and your IT team is free to focus on your core business instead as the application is hosted on third-party servers.


  • Use it anytime and anywhere:

  • You can access it anywhere and anytime with an Internet-enabled device like desktops, laptops, tablets, or mobile devices.


  • Provides Security:

  • Cloud-hosted chatbot/ live-chat offers enterprise-level security and quick bug resolutions.



  1. Natural Language Processing 


AI-enabled live chat makes use of Machine Learning’s feature known as Natural Language Processing (NLP). NLP helps to train and maintain accurate interactions and conversations using text and/or speech. A chatbot platform that provides NLP provides the best results when it comes to understanding user intent and replying with relevant content post-assessment.


With the assistance of Machine Learning, the system identifies the inquiries and gives auto-recommendations which help agents answer inquiries in a superior manner and give arrangements faster than any time in recent memory. When an enquiry is created, the system predicts and shows important proposals. Just by tapping on the auto-recommendations, you can give moment answers and resolve inquiries inside only seconds.



  1. Mobile Support or Mobile CRM


Mobile responsiveness is one of the most important features to look for in selecting a live chat or chatbot solution. A live chat software should be mobile-ready for both Android and iOS platforms. So while looking for a live chat, ask if the application works across all mobile devices or not.



  1. Easy Integration


Look for a live chat or chatbot that offers the ease of use and integrates in your website in a few minutes. Go for a solution that will need you to simply copy and paste the chat code on the web page. It allows you to reach your customers in no time.


Some common systems with which your live chat application should provide integrations with are:


  • CRM(Customer Relationship Management) systems

  • Helpdesk Ticketing systems

  • Call center systems

  • Analytics solutions (like Google Analytics)

  • Social media applications

  • Knowledge base software


  1. Easy Customizations to Enhance Your Brand


Consider a live chat application that can customize the chat window experience for customers and promote brand image in a cohesive manner. It offers complete customization options for your chat window, including fonts, colours, styles, customizable chat banners, languages and so on. 


  1. 24/7 Customer Support

Select a live chat software that offers 24/7 customer support 365 days a year so that you can get instant assistance anytime you need it. Make sure that your customers can reach out to you anytime via phone, chat or email support.



  1. Cost-Efficient

It should come with a flexible and competitive pricing plan that charges you based on your requirements and should allow you to change plans as needed. While deciding the price, make sure you know what exactly is included in the price and if it provides all the stated features.


Chatbots are here to stay and their development will impact both businesses as well as customers. The implementation of chatbots in the customer service industry offers your business a doorway to understand the future uses of chatbots for different aspects of businesses. If you are a small or medium business owner who wants to expand business, then chatbots can play a significant role in your success story.

Comments

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