Sadly, you can?t teach a chatbot to be emotional yet. Sometimes, offering care and sympathy makes more for boosting customer loyalty that just ?logic?, and it?s live chat representatives who can show these emotions. A whopping 80% of customers say that they would prefer chatting with a human live chat representative instead of a chatbot. The human touchįor customers, there?s always something reassuring and enjoyable in getting attended to by a real person. Let?s look at the benefits of having human live chat representatives on board. It is suitable not only for the after-sales customer support and complaint helpdesk but also for assisting users in their purchase journey. 2.3 Ability to handle multiple chat interactions simultaneouslyĪ live chat for a website is a powerful way of providing fast and quality support to customers.Is it necessary to have a living person available for a chat interaction or can a chatbot do a similar or even better job? To find out, we weigh the advantages and disadvantages of live chats and chatbots alike from the perspective of both customers and business owners. One of the most frequent challenges faced by consulting experts is a live chat vs. That?s why customer experience consulting on choosing right customer management tools is important. Moreover, in the age of social media, even a single unsatisfied customer can create a considerable dent in your brand image, goodwill, and, ultimately, your revenue. If you don?t provide an exhilarating experience to your client, they will simply turn to your competitor instead. Compare it with email support (60%) and phone support (43%), and you can understand why more and more businesses choose website chat support as their primary touch point.Įvery business knows that the customer is king. Online chat support boasts an outstanding 73% customer satisfaction rate.
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