One of the biggest trends in customer service right now is the ‘chatbot,’ which is software that lets you communicate with a company through an automated chat interface. There’s been a lot of hype around them lately – maybe someone you know has even tried one out.
However, chat bots are, at best, a stopgap measure. They’re hot right now, but if you’re using one, you’d better be planning to replace it with a real person (who may very well be sitting in a call centre, but at least they’ll be a real person) or you’re just wasting your time and money.
Are chat bots a bad idea?
A common question about chat bots is whether they are an effective way to help customers avoid frustrating hold times and long email threads. The answer is not really. Chat bots aren’t intelligent; they don’t have personalities and can’t respond to your tone or context clues. So it’s easy for them to misunderstand what you say and give you bad information (or no information at all).
As much as businesses might hope that technology can solve their customer service woes once and for all, nothing could be further from the truth. Chat bots take up valuable time for both customers and employees by forcing the latter group to double-check each response to ensure that it was given legitimately.
The 3 Benefits of Real-Life Agents
- They know what they’re looking for.
When you’re looking to hire a customer service agent, your top priority is probably that they know the ins and outs of your business. And rightly so – you want to make sure that your customers get the best service possible. But what if there was a way to offer stellar customer service without requiring your agents to have an exhaustive knowledge of every last detail of your products, services, and policies?
To be a truly effective customer support agent, it’s not enough to simply know everything about your company – you have to have very specific knowledge about a very small part of it. The result is a more efficient operation with satisfied customers who aren’t being bogged down by questions they can easily find answers
- They know how to drive conversions and leads
When customers use your out-of-hours contact form, they’re putting themselves out there and making themselves vulnerable. They’re showing that they trust you to follow up, but if you don’t call them back, they lose their trust in you and your business.
This is true whether you’re a restaurant (closing early on the day before a holiday), a doctor’s office (with out of hours contact number), or any other business with out of hours contact.
It’s crucial that people feel like they can trust you to answer their questions and provide support when they most need it. You want them to feel like you’re there as soon as they need your products or services because if not, then what reason do they have to keep coming back?
- They know how to gain customer engagement and win trust.
Having a real sales agent on your website can be the difference between gaining their engagement and winning their trust, or losing their interest and never seeing them again.
If a visitor to your site gets the feeling that they’re talking to a robot or they’re being pushed product or service features they don’t care about, they’ll click away to a competitor who seems more human. You want them to get the information they came for, but you also want them to be able to relate to someone.
There are a lot of moving pieces in a business, so when something goes wrong it can be easy to lose track and feel like you don’t know where to start when looking for answers. At the same time, if everything is running smoothly there’s no need to spend time thinking about it – the right people are doing the right things.
The best way to ensure these conditions is by having an account manager with all the proper certifications and years of experience who knows how to keep your business running optimally. But that doesn’t mean you can’t still get service from qualified professionals at a lower cost!
Greechat is a livechat for business provider that is able to give your customers and potential customers the 24/7 customer support they need. This can be beneficial for any business, especially when customers are looking for additional information that can be provided with a simple click of the mouse.
With a livechat system like Greechat, your customers and potential customers are able to get their questions answered in real-time and have them answered by someone with knowledge of your product or service.
For the management tasks that need to be done at a low cost but with a high standard of quality, we have highly-trained individuals working under the supervision of two tiers of management, who have decades of experience combined.
Our certified team will take care of your online chat web site needs and keep it in top condition so you don’t have to worry about it. We’ll make sure all your problems get fixed so you can focus on what matters: running your business.