Chatbots and live chat solutions: combine tools for the best customer support experience

Nowadays, it is essential for companies to provide the best possible customer support. You only have about 20 seconds to keep customers on your website and start communication with them.

So it is essential to combine different tools and approaches to begin communication. A live chat solution is the first thing you will want to install on your website to increase communication and conversions.

As an example, SportPass, a company from the Czech Republic, installed a live chat solution on their website and increased their conversion rate by 20% in the first week.

Nowadays, clients are picky; they prefer to communicate through chat and get instant help from the support team. So, let them do just that! It is crucial to allow your potential clients to choose where they want to communicate — on your website or in the messengers. Let’s imagine that they prefer to proceed with your company in a messenger. In these cases, it is possible to automate communication with the help of chatbots. According to CNBC, by 2022, 80% of requests from users will be processed without human intervention. Chatbots will be the ones who answer customers. It is more accessible and beneficial for companies to automate communication with a customer and jump into the conversation. For example, 13chats.com used a Facebook chatbot to automate communication and provide all of the information users need without a manager’s involvement. The 13chats Facebook chatbot offers information about the service; it is also possible to sign up for demo calls and talk with a support manager by request.

According to research, 51% of users expect an immediate response from companies at any time of the day. Also, many international businesses run a 24/7 support service and spend a lot of money on it. Most of the companies have frequently asked questions, and chatbots can help answer them. According to SalesForce, 69% of users prefer chatting with bots because they can instantly get a response to the brand. It is not difficult for a bot to answer 100 users simultaneously. But if all 100 needed to talk to a person every time, they would have to wait for it for a while.

So, from this short overview and examples of how to use live chat with a connection to a chatbot, we can conclude that this system will  be beneficial to your company. But there are not many solutions that provide all-in-one service. So when considering providers, make sure that they provide all of the tools you need.