In 2023, customers expect immediate solutions to the problems. Consequently, online customer support is a necessity for many businesses. Live chat operators and chatbots are both used to provide instant responses.
A chatbot is a conversational interface that mimics human interactions, whereas a live chat operator offers authentic human-to-human connection. Although chatbots can handle multiple customer inquiries simultaneously, they sometimes fail to deliver the same service and accurate information as human agents.
Live chat operators are empathetic
Live chat operators are real human beings. Therefore, they can empathize with customers, understand customer emotions, and build rapport at critical times. Human agents can detect mood, tone, and nuance, allowing them to communicate effectively and provide the right kind of support. A Chatbot can’t do the same. Chatbots can mimic empathy; however, it is not real, and customers feel that.
Live chat operators understand questions
Most people have experienced the frustration of getting a chatbot to understand and answer their questions. Chatbots struggle to comprehend and solve complex issues (and, sometimes, even simple ones). Users often write and rewrite their question in different ways to access the correct information.
This issue is not a problem with live chat operators. A human agent has superior comprehension, can ask better follow-up questions, and collaborates with other teams to find a solution. Chatbots can only respond to specific keywords.
Live chat operators can earn loyalty
Through their empathetic and knowledgeable approach, live chat operators earn the trust and loyalty of customers. As a result, customers are more likely to be loyal to your company for many years to come. Remember, greater customer satisfaction equals greater retention and brand loyalty!
Live chat operators are also available 24/7
In today’s technological era, consumers expect 24/7 customer support. As a result, one commonly cited advantage of Chatbots over Live Chats is the 24/7 availability. However, CommAlert’s Live Chat Operators are also available 24 hours a day and seven days a week– for an affordable price to your company. With our Live Chat service, your company benefits from a live operator’s empathetic, helpful, and warm approach without sacrificing availability. Learn more about our Live Chat Support.