How to Choose? Bots vs Live Chat Software

When any customer comes and compares the Helpdesk Support what does that customer look into? Various factors, right? Let’s take, maybe some cost-effective features or the efficiency of that feature.

Well, if we look into the main features of Customer Care Software, two features come into action. One is Live chat and the other is ChatBot. When I look at a Helpdesk feature-wise, both are surely the most efficient for conducting the proper customer care support. 

We all know that a customer or a visitor will not stay for five minutes while he visits the website, while he inquires through the website. Within that few seconds, one has to be present to look for in attending the customers. Every customer is not the same. Imagine one of the angry customers, you are making him wait for the basic queries. Well, every time it is not possible for a human agent to be present for the customers and that is where we introduce technology in the most tremendous ways. 

If we talk about Helpdesk Software like Desku, then surely I would prefer that Live Chat and Chatbot both are as much as important. It is not compared as both features work in the favour of Customer Support. 

Why Are Chatbots Used By The Team?

Chatbots are one of the most needed features that one can look for in the business to avail of better customer support on the go! The most important thing that you look for in providing the Best Customer Support Service is an instant reply which sums up pretty much in this blog. 

Chatbot helps the business to reply instantly just within a flick of time. This is simply a feature that will be added to Desku-Helpdesk Support, and all you will have to do is simply avail of this helpdesk support.

As we have discussed earlier, leaving the angriest customer on the waitlist and not providing the quickest replies can surely affect the business in the long run because no customer will wait for the replies and if they wait they will be in the angriest form to avail services next time from the company. This should not be the impression that a customer should leave on the business.

What else can you do? How does the chatbot help here? Well, chatbots can resolve basic questions even when a human agent is not online. A human agent can join whenever it is appropriate for them, till then customers will be well approached by the chatbots in order to conserve time.

The unnecessary waiting time for the customers will be resolved and this makes it most efficient for the Chatbot to quickly reply and get to the customers. The engagement of the customers will not be gapped because they will be approached by the Chatbots in no time.

Also Read: Why do customers need a messaging-first approach as a Customer Service?

There will be consistency in giving replies to the customers, and there will always be doors open for the customers for resolving the queries that they have. It’s all Chatbot that will function.

Customer support teams use chatbots for multiple reasons, and one of the reasons is to conduct better Customer Service. Consistency in giving replies will keep up the engagement with the customers constantly. 

Keep yourself in the place of a Customer.

The most frustrating things you face as a customer

Delays in answers from the company. What if you do not get to answer this at all? From the studies, it has come an observation that almost 75% of the customers are lost just because of poor Customer Support Services. Don’t panic here. Just think, that you do not have to worry about Customer Service any longer. Why?

Yes, you heard it right, surely you do not have to because we are here to help you out. This blog will assure you give the utmost brief about both leading features that help in escalating your business through proper Customer Care Services.

Chatbots: No Code Chatbot builder

Chatbots are completely automated and it is AI-based where you can add your frequent replies with the customer’s basic questions and get in touch in no time. It is not a real human that will connect with customers but indeed automated conversational support that is provided to the customers. This will help in resolving the basic queries of the customers in no time. Customers will no longer have to wait for the replies and then get a solution, the Chatbot has got it covered. While there is certainty in giving replies to the customers, there is a lot less burden that is covered. 

Human-agent does not need to always stay online to provide customer support all the time, they can carry forward the conversation from the middle and get to resolve the queries of customers. The average response time of the agents is reduced by a lot of time and the efficiency in the working gets more relevant, this brings out the best efforts amongst the team. 

Why do customers support using Chatbots?

By now we are sure that there are various reasons why Customer support agents prefer to use Chatbots. Let’s see the following reasons for the same. 

👉According to the survey, there are more than 60% of Business Owners are availing of the chatbot as their part of customer services for instant connection with the customers.

👉Attending to the basic questions related to products will no longer be delayed by the agents. There will be an instant approach to the customers without waiting for an agent to get online.

These are mainly mentioned two reasons why they are bringing the Chatbot and the automation to their helpdesk. This will create a better opportunity to sharpen up Customer services and always be available for them. 

Live chat: Human Customer Support

As we know how chatbots decrease the workload by half, but there are types of customers who will prefer to talk with the human agent, and thus, it is much more important to have the human agent on the side for having real interactions with them.

👉More than 80% of the customers prefer to talk to the human support agent that will be indeed qualified by the live chat. 

👉As the concept of the Chatbot is still accepted by most people, there are also customers who think that Chatbot cannot give the actual solution and will prefer the Human-Agent interaction for having real talk for their queries to be resolved. 

👉If there are complex things that will be questioned by customers they can be accurately answered by the Human Agent. Though there are chatbots who are coming as an evolved technical generation, that can be easily answered and tackled by them. 

Also Read: How can e-commerce businesses keep up with the Customer Support Service in 2022?

👉The other thing from which Customer Support is run is the Self Service, where there is no agent required and mainly it goes without interactions. There is mainly no interaction between customers and the agent, but customers will be helped by the Self-services like reference articles, videos, and any other guidance. 

What if we combined the Live Chat Human-Agent Interaction and Chatbot?

Automation is evolving as technology like no other and it has become easier for business owners to tackle customer support services without agents being always online. Though there are no agents who will be online for 24 hours, there will be an easy resolution of the queries of the customers in no time, and that’s the magic of the Chatbot that will be served in Desku. 

As we discussed there are customers who will always prefer the Human-Agent to have a conversation with, and so for them, it is quite important to process it with the Live Chat Solution. There will be an easy solution for such customers too.

Both are as much as important in the factor that it eases customer support services in better ways. Customer support is driven in the best ways to unleash the better name of the business. If we see in practical terms, one cannot be fully dependent on automation or fully on human agents and so let’s think about the combination of both. 

It is the best complementary tool that is working together and keeping Customer Support intact with the flow as both are utterly important for better communication and interaction with the Customers. It was never Automation vs Human-Agent Support, they both parallelly work together to make the best Customer Support for the business. When you increase the conversion rate with the Customers, there will be a deeper understanding of the products and the services which can help in elevating the business by approx a perfect amount. 

So if you are still confused about choosing it, just don’t because both work together and function for better customer support. Both are equally important as it is customer support driven and can uplift the business by easing the way of customer approach. 

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