17/08/2018 Barry Marelli

CLICK TO CHAT AND CHATBOTS, LET’S CHAT

If I have a product enquiry, the last thing I want to do is pick up a phone and call someone. I need answers, but I need them fast. Typically email can take a day to get a response, social a little quicker whereas Click to Chat is almost immediate.

As a result, Click to Chat and Chatbots are becoming more and more common place in Australian eCommerce, to the point that people preference these channels over email and social.

What is Click to Chat?
It is a live chat function, usually a module or snippet of code, added to your website. Deployed in various ways, it can open immediately and offer assistance, sit dormant and become active if you’ve spent X time on a page, or remain passive for you to click when you need support. An automated introduction is typically used and then you connect to a person in real time who can assist with customer or product support.

What are the benefits of Click to Chat?
The software has become more sophisticated over the last few years, allowing businesses to assign multiple conversation queues to individuals. You’re able to schedule when the chat function is available (providing extended office hours where possible) and provide the ability to leave a request for a call if it sits outside of standard hours.

Key to a successful Click to Chat setup, is ensuring the team behind the tool are able to quickly and efficiently respond to queries and questions, while at the same time provide product information that is relevant and helpful. Having that resource balance is critical to a successful implementation.

What is a Chatbot?
A chatbot harnesses the power of AI and presents in almost the exact same way as a click-to-chat or live-chat function. Instead of connecting the individual request to a ‘real person,’ instead, there is a database of answers, and AI takes key information from the customer’s question and matches that data to a response within your database.

It gives the illusion of being connected to a ‘real person,’ and it provides a rapid response to the questions asked. A chat-box can help significantly with faster response times, 24/7 availability, and the freeing up of your internal resources when questions are asked that require no human intervention.

What are the benefits of Chatbots?
Setting up a chatbot can initially be intensive as you need to provide plenty of information for the bot to learn from and prepare appropriate responses. If your call centre is regularly being called to answer very similar questions, this is an excellent way to provide cost-effective measures to respond in a timely manner.

Not only will it help you to free up your valuable resources, but also to deliver a better service to your customers as you will be able to respond to their questions instantly, even when your business is closed.

Evolving Customers
As we regularly touch upon in our blogs, customer behaviour and requirements are changing on a regular basis. Finding a solution for your website that meets this evolution is key –

  • Customers are more engaged with messaging apps on their devices and are buying from mobile devices with an increased frequency.
  • Customers are shopping around the clock, whether your business is or isn’t open.
  • Customers are time poor and less willing to be a repeat customer for businesses with slow response times

There are a variety of solutions in the market to meet your chat needs regardless of your business size. Choosing the right platform and strategy for ‘chat’ is important to ensure you provide customers with a feature that adds value to their day. Providing a function that allows speedy interaction that delivers results will only help build brand loyalty and drive revenue.

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