Live chat can provide a richer, more personalized customer service experience, and it also allows you to chat with other users more securely and privately.
Furthermore, many customers prefer to be served vp r&d email database by people rather than robots, as stated in this study by the Ibero-Brazilian Institute of Customer Relations .
Often, because they are robots and still limited in terms of some expressions or ways of speaking from the public, a robot may not understand a request, which ends up causing frustration and irritation for the customer, also wasting their time.
Issues related to empathy and customer service on the other end of the line, whether on a cell phone or computer, are also extremely relevant when choosing a live chat service.
Human contact, which can even be done through voice conversations and calls in live chat, can also increase the chances of conversion and improve a salesperson's negotiation – after all, a robot does not have the same persuasion skills, nor the soft skills that a professional can have.
What are the main differences between chatbot and live chat?
At this point in the game, you must have already understood the differences between a chatbot and a live chat, right?
Let's recap what is most advantageous for each one?
Service capacity: those who opt for a chatbot can come out on top, as the technology can handle multiple chats at the same time with quality;
Understanding demand : despite artificial intelligence being increasingly trained, live chat gains more points in this regard, as it better understands what the customer is saying;
Quick responses : if you want someone who responds 24 hours a day and quickly to your customer, practically at the same time, choose the chatbot, which is activated at the same time as the message sent by the customer;
Greater conversion: by having greater empathy and negotiation capacity with the customer, live chat can be a good decision for those who aim to achieve greater conversion in business;
Process automation: is your focus on reducing costs, optimizing resources and automating processes? Bet on a chatbot.
Now that you know what chatbots are, their advantages and the differences between them and live chat, how about delving even deeper into the subject with an MBA to match?
Learn about the MBA in Management: Digital Transformation from Fundação Getulio Vargas and pre-register.
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