Real-time chat: Customer Care that works
Many of us have, at least once, had the opportunity to speak with a company through a chat. Using...
Providing maximum online support to customers has become a priority objective for companies, especially in a socio-economic context in which physical distances have increased, while digital ones have been reduced. Online support is one of the primary focuses of customer care, the chief yardstick for measuring the level of customer satisfaction. A happy consumer, of course, is a customer who spends, and who, in all likelihood, will remain loyal to your business.
Bearing this in mind, let’s delve into two fundamental tools for communicating with users: chats and chatbots. They work differently, but both are in place to respond to the customers by solving their problems as quickly as possible.
Do you want to know how to use chat and chatbot at the same time?
Contact us at We Are Fiber, where we can tailor these services to the needs of your company, merging the advantages of chats and chatbots. But, it’s time to look at what these terms actually mean and how they differ from each other.
What are chats?
When browsing websites or e-commerce sites, a small chat window generally appears on the page. This messaging system invites the user to contact support to initiate a dialogue, all without interrupting navigation. In this case, there can be two forms of communication: active and passive.
With active communication, the operator contacts the user directly after a certain period of time, when he or she lands on a page, or when he or she types certain keywords. This type of communication should be used with some caution, however, as it can risk being intrusive and annoying. With passive communication, on the other hand, the user decides if and when to contact the operator, submitting the necessary questions as these arise.
What are the benefits of chats?
Chats provide considerable support in terms of the customer care of a company, responding to customer needs and guaranteeing assistance in real time. For instance, a visitor who lands on your site could request the help of an operator to obtain more information about shipping methods, ask for the availability of an item, or learn more about an offer or a promotion in progress. Generally, this information is provided on a website, but the modern surfer is very lazy and wants to get answers immediately.
According to recent studies, live chats increase the conversion rate of a website by up to 29%. Naturally, this is the goal of every e-commerce site: to transform as many visitors as possible into regular customers. It is also hugely advantageous having users continue browsing the site without interruption, while knowing that they can contact the operator whenever they should wish.
We Are Fiber provides you with the opportunity to manage multiple requests simultaneously, offering customers quick and immediate answers without flooding the communication channel. Multilingual chats are also available, especially applicable if you have an international site or wish to cross national borders.
What are chatbots?
If an operator is not physically present, the chat system allows for sending the user’s request directly to the inbox of the necessary contact. Alternatively, chatbots are used, which are platforms based on artificial intelligence that provide automatic answers, by simulating a conversation according to the most frequently asked questions.
Many major companies use online chatbots, from Google to Amazon to Apple. These services can be applied in the most diverse sectors, such as marketing chatbots for e-commerce and sales sites, or chatbots in sectors from banking to the hotel industry. These are just a few examples of chatbots, where these are being widely adopted, as they are so successful due to their extraordinary ability to hypothesize and even anticipate possible questions and provide the right answers.
Not only does the user obtain significant benefits in terms of customer experience, but chatbots decongest companies from having to answer a stream of questions, many of which can often be futile. In addition, attending to each question can be a slow process, which certainly negatively affects customer care.
Chat and chatbot, so technology is humanized
Using chat and chatbot simultaneously is an explosive mix that increases the period of stay on a site, with greater chances of purchase and conversion. Chatbots are especially useful in relation to FAQs, that is the most frequent questions and requests that require quick and timely feedback, without affecting the customer service team.
Yet, merging these tools results in artificial intelligence being accompanied by the human warmth of chats and allows for management by real people who empathize, create relationships and understand the problems and difficulties of users.
In such a technological age, the human factor continues to make a difference.
We at We Are Fiber combine the human heart with AI technology, providing the user with 360° support and improving the image of your company with personalized services tailored to your needs.
If you want to become part of our family, contact us, and together we will find the ideal solution to give an extra boost to your business.