Chatbots and AI are a productivity tool, but also a client-service tool and a lead-capture tool. I think that they’re underrated and sort-of maligned because initially, the experiences with chats were with a generic stock photo providing unhelpful answers that didn’t match the user’s question, which felt impersonal, useless and totally frustrating. It did more harm than good as a result.
When they're automated, however, modern chat widgets can deliver more sophisticated responses that are customized and even steer conversations, which is often needed when new leads reach business websites and aren’t quite sure if the services or products match their needs. When chats are live-staffed and agents are monitoring and logging those conversations, you have automation plus delegation, which provides efficiency, and the agents can train the AI to respond better next time. The ability for learning and improvement means web chat gets more and more effective. It’s a powerful feedback loop. Not to mention, chat staff can detect language preferences for superior customer service. Many businesses have bilingual clients who can speak and write in English but prefer Spanish, for example. A chat agent can instantly translate English to Spanish, so seamless communication happens without the need for an expensive bilingual team.
Lastly, chats are a great way to inform website content because they allow you to gather an unbelievable amount of data through comments, questions and answers. Not sure what FAQs are missing or if content on your website isn’t clear? Chat transcripts give you that data.
Straight up: You don’t know what you don’t know. Until you open that channel and see what people ask about without the hassle of a call, email or web-form follow up, you have no idea what you’re missing out on. My recommendation is, before you say people don’t want to chat on your site, or your clients don’t need chat, or your website traffic is too low for chat, try it. And that goes for any other affordable, AI-driven business solution on your radar or in the marketplace.
More Info: comptia certified jobs
When they're automated, however, modern chat widgets can deliver more sophisticated responses that are customized and even steer conversations, which is often needed when new leads reach business websites and aren’t quite sure if the services or products match their needs. When chats are live-staffed and agents are monitoring and logging those conversations, you have automation plus delegation, which provides efficiency, and the agents can train the AI to respond better next time. The ability for learning and improvement means web chat gets more and more effective. It’s a powerful feedback loop. Not to mention, chat staff can detect language preferences for superior customer service. Many businesses have bilingual clients who can speak and write in English but prefer Spanish, for example. A chat agent can instantly translate English to Spanish, so seamless communication happens without the need for an expensive bilingual team.
Lastly, chats are a great way to inform website content because they allow you to gather an unbelievable amount of data through comments, questions and answers. Not sure what FAQs are missing or if content on your website isn’t clear? Chat transcripts give you that data.
Straight up: You don’t know what you don’t know. Until you open that channel and see what people ask about without the hassle of a call, email or web-form follow up, you have no idea what you’re missing out on. My recommendation is, before you say people don’t want to chat on your site, or your clients don’t need chat, or your website traffic is too low for chat, try it. And that goes for any other affordable, AI-driven business solution on your radar or in the marketplace.
More Info: comptia certified jobs
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