Live chat agents can collaborate with other teams and discuss with the customers to provide the best solution for the issue. No matter how complex an issue gets, human agents are capable of handling it. When it comes to handling complex issues, we have a clear winner - live chat. Handling complex issues Live Chat > Chatbots
If you have a low-volume of tickets that require high human intervention, then a rotation of live chat agents is the best way to go.ģ. If you have large volumes of tickets coming in through the night with routine queries, a chatbot will be your best solution. If you are looking to offer 24/7 support, consider the following: But this also means that customers will be able to get personal support at any time of the day. While live chat can be made available 24/7, it would mean your human agents will have to work round the clock. Even if you make changes to their workflow, they iterate in real-time.Īs an automated service, chatbots offer consistent and speedy responses to customers. Offering support 24/7/365 is a fundamental capability of chatbots. But based on your business needs, a live chat, a chatbot, or both might be required to help you meet your goals. #Whats a chatbot how to#
How to choose between Live Chat v Chatbot: Feature Face-offīoth live chat and chatbots are used by businesses to help customers resolve their queries and deliver a better support experience.
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