4 points tell you the advantages of the combination of real-time chat and chat robots

key word ： Real time chat customer service 、 chatbot 、 User operations

When comparing chat robots with real-time chat solutions , It must be recognized that each category has its own unique advantages . Many companies choose to use both real-time chat and chat robot applications on their e-commerce websites . Consider this , Let's explore the advantages of each solution , To help you make a decision .

1、 Response time and customer expectations

One of the biggest advantages of the chat robot solution is , They can immediately respond to customer inquiries . Real time chat solutions can also help companies reduce waiting time , Although the degree is different .

But for uncommon or complex problems , Chatting robots alone may not be enough . Because they can only deal with one thing at a time , It may take a long time to solve all the problems .

therefore , Many companies use both chat robots and real-time chat support . This enables enterprises to provide real-time replies , It can also provide more in-depth support for complex problems .

for example , Customers may first contact a chat robot , The chat robot will provide real-time replies to their queries , And assist in collecting preliminary information from customers . If the chat robot thinks the customer's problem is too complex , It can be solved without the help of a real agent , Then the customer will contact the support agent through real-time chat .

SaleSmartly Real time chat provides the ability to build chat robots , Improve customer response efficiency , Increase collaboration between teams . Through automated process services , Help improve customer service efficiency . At the same time, it supports mobile end applet , Reply to customer inquiries from all channels anytime, anywhere .

2、 Human feelings and personalized needs

Although the chat robot application can help reduce the waiting time of customer service and the number of customer service representatives required , But many customers prefer to talk with people .

Chat robots have made great progress in copying natural language and determining customer intentions , Better interaction with customers . today , The best chat robot applications can be quite close to what sounds like real humans . They use artificial intelligence and machine learning to provide personalized responses , Not just " Processing " The response of the , It can better serve your customers .

However , Even the most advanced chat robot , In providing personalization 、 Humanized service , Still not as good as a field representative . When it comes to dealing with more complex problems or customer problems , They are also lacking . Once again, , The combination of automation and real-time chat support is usually the best approach .

3、 Consistency and accuracy

Chat robots and real-time chat applications have unique advantages in providing consistent and accurate answers to customer inquiries .

When working with human customer support agents , This high degree of consistency may be more difficult to achieve . Although real-time chat support may not provide the same consistency as chat robots , But human support agents tend to be more accurate in determining the intentions of the customers they assist .

For companies that have to choose between chat robots and real-time chat support , This is a question about whether they should give priority to consistency or accuracy . This is another reason why the combination of chat robot and real-time chat support is often the best solution .

SaleSmartly Integrated Messenger、WhatsApp、Instagram、Line、Telegram、Email And other multi-channel chat management plug-ins , It can help sellers reach overseas consumers in an all-round way ; Support at the same time 100+ Real time language translation , So that sellers and overseas consumers can have barrier free communication . It lets you know your customers , And help you turn them into super targeted Facebook And email marketing campaigns . When you integrate the software with your store , Subdividing your contact list becomes an automated process .

4、 Combine automation with human interaction , Achieve the strongest customer experience

The use of automation in customer service is multifaceted . As we discussed earlier , Human nature is crucial to many customers , Talking with an automatic chat robot may be annoying . However , automation -- From automatic segmentation to automatic reply -- It must have its place in the process of customer service .

In terms of customers , Start with self-service chat , It can help them get large-scale customer support faster , This is a more satisfying experience . On your team , Automation allows immediate processing of which tickets , What needs customized replies , To classify 、 Segmentation and prioritization .

then , If self-help chat can't solve this problem , Your support team can easily intervene in the conversation with some human intervention . At this point , You can use macros , That is, the script that automatically introduces customer information , To expand the human touch of your support team . This allows real-time chat agents to respond faster to tickets that may be too complex to respond automatically .

So in reality , This is not a question of automation and human support . These are two complementary tools , Can cooperate better . The result is to provide more powerful services for visitors to your website 、 Faster customer experience , This can improve your conversion rate 12% As much as .

SaleSmartly Bring intuitive real-time chat to your e-commerce business , And with your other channels .

If you are an e-commerce enterprise , Looking for multi in one customer support solutions including real-time chat support and AI chat robots , that SaleSmartly It's your one-stop shop .

Our algorithm has been trained by hundreds of millions of e-commerce bills , So you can ensure that your customers get the right response every time .

Besides , You can use it in all other channels （ Including the phone 、 Email and major social media platforms ） Manage real-time chat and chat robot dialog in the same dashboard . Introduce chat from other channels , Include Facebook、Messenger 、Whatsapp、Telegram、Instagram、Slack.

Come and try it for free SaleSmartly Well , Our customer support platform is suitable for users of various independent stations and self built stations .

SaleSmartly Official registration link ：https://www.salesmartly.com/?source=CSDN-LCR705