Artificial intelligence is drastically revolutionizing the way businesses interact with customers, but does this technology have human input and personal touch to churn out exceptional customer experience? Customers are an asset and exceptional customer experience (or CX) is the affirmation of a successful business. Customer experience ultimately results in word of mouth (good or bad) and decides whether or not a business has a future. Hence businesses tend to treat customers with utmost care and consideration. For business today, this internet world has introduced modernism by offering automatic customer support, known as chatbots. But with some key factors missing, this convenient service can cost you losing your customers. The major turnoff of using an automated service for your customers is the lack of emotional touch and real-time support. Remember, your competitor is just one click away from your target customer. In this context, businesses must remain tactful when choosing a customer support channel. Both small and large business corporations are shifting from transactional to conversational correspondence and to build strong relationships with customers, chatbots with no personal feel are certainly not enough. Since a customer support channel directly comes into contact with visitors, it’s a one-time chance to convert them into the final customer. To leave a better impression, businesses are supposed to adopt the most accurate customer service mechanism.
Why are Live Agents Important?AI chatbots do provide an automatic medium of interaction, but they can’t replace live human agents. Live Agents offer real-time assistance and support to the customers from the platform. Visitors can look for the solution to any query and confusion regarding the business’s service and product by clicking on the chat button, and in most cases, they leave happy and satisfied without a question-mark on their mind. Live chat agents are faster than AI chatbots and are considerably cheaper. According to Econsultancy, 79% of the customers say they prefer to chat with live agents because of the immediacy it provides as compared to other channels. Live agents are likely to attain a trustworthy relationship with customers and thus are capable to increase the number of your leads and sales.
“One customer well taken care of could be more valuable than $10,000 worth of advertising.” JIM ROHNThe usage of live chat agents is booming because of its potential for creating extraordinary customer experience by providing instant responses with actually sincere support. This, in turn, generates more sales, leads, and profits. Not only this, but it also helps the businesses to sustain and outnumber the competition while growing at a smoother pace. Some key benefits of live chat agents in creating exceptional CX are:
- Tailored responses and customer assistance to provide maximum ease.
- Canned responses to enable instant answers to repeated queries or FAQs.
- Offers real-time sales and customer support.
- Route chats to the right customer care team for quick responses.
- Perspective and meaningful conversations.