Chatbots Vs Human Chat Agents- What’s Your Best Bet?

Happy customers are the key to a successful business but what does it take to keep your customers happy? Do even best chatbots bear that mettle?

Yes, your product quality also matters a lot but what else matters more is good customer service. Why?

According to Harvard Business Review, customer service stats show that new customers cost anywhere between 5 and 25 times more expensive than retaining existing customers.

Makes sense, right?

But, how can you improve your customer service department? The simplest way to do it is by providing assistance to your customers in the time of need.

While there are a plethora of benefits of using a chatbot for website or the live chat agents, you need to know what would suit your business the most.

Want to chat outsource for the growth of your business? Here’s is the right article that will help you to get the best fit. But firstly, are you aware of what chatbots are?

What the heck is a Chatbot?

Chatbots has become the new buzzword in the customer service industry. As per a report from Business Insider, by 2020, over 80% of businesses are expected to have some sort of chatbot automation implemented. But does that mean the end of live chat agents?

According to WordStream, “Chatbots – also known as “conversational agents” – are software applications that mimic written or spoken human speech for the purposes of simulating a conversation or interaction with a real person.”

To put simply, a chatbot is a form of programmed conversations that is developed to simplify human interaction with customers. Be it healthcare chatbot, HR chatbot, e-commerce chatbot, architecture chatbot or a real estate chatbot, you can have your own customized chatbot as per your industry.

Now that you know what chatbots are, do you know why should you consider either chatbot customer service or live chat agents customer service?

Be it a small scale business or a multinational company, businesses are always looking for methods that they can implement in order to continuously improve their customer service department and provide better assistance to their customers. According to Accenture, $1.6 trillion is lost by companies in the United States due to customers switching as a result of poor customer service.

So, if you want to make your business thrive, you need to make sure that your business is able to provide the best assistance to your customers. And to help you to choose between the most suited chat assistance for your business, here is a detailed comparison between both Chatbots and Live Chat Agents.

Understanding Chatbots

Pros of Chatbots

The Ability of Multitasking

According to a survey by Lithium, 78% of customers who complain to a brand on Twitter expect a response within an hour.

The biggest asset of having a chatbot for website is that it can handle hundreds of requests at once. And you would also not need to buy numerous chatbots, only one is enough to handle several. Although that definitely asks for the best chatbot with robust capabilities which mostly comes a little expensive & need core technical skills for the implementation.

No Need for Human Interaction

What’s the point of getting a chatbot for website when humans are still needed to operate? There is no point of course.

Yes, you might need to instruct even the best chatbots time to time if you need to change something in the process. But if you don’t need, a chatbot can easily work on its own without your intervention.

All you need to do is, get a chatbot, instruct it and let it work on its own. Also, you might need to keep a check on it every now and then to see whether it’s working fine or not.

Speedy Response Time

As chatbots are software, they are designed to look upon pre-programmed answers to answer any query, it takes hardly a few seconds for them to answer.

Though they might not be able to answer all kinds of questions they do provide instant answers no matter even it’s just “I didn’t get your question.”

Cons of Chatbots

Chatbots Can Only Answer Very Specific Questions

While chatbots can give instant answers and can also handle a high volume of requests at once, it can only answer questions that are pre-programmed.

A query made by any customer needs to be in context, simple and specific as well. Even the best chatbots would be able to answer questions that are already set by the instructor. And the instructor might also need a few months to program the chatbot for website before getting it to the training phase.

No Human Touch

Though this was enlisted as an asset first, talking to a bot might seem annoying sometime. According to Salesforce, 75% of customers will want to shop with businesses that offer personalized experiences by 2020.

Healthcare chatbot & HR chatbot are 2 of the most sensitive chatbot customer service. There are times when your customers or employees need to explain their problems in depth and interacting with the chatbot customer service in the first place can annoy them up to a great extent. Even the best chatbots can barely empathize.

For example, a human live chat agent might be able to provide you with some alternatives to the solution while the chatbot might not be able to provide any at all.

Even One Wrong Spelling Can Screw a Chatbot

Just like one wrong line in a program can spoil the entire output, a single wrong spelling can confuse the chatbot. Chatbots are way sensitive to spellings than human chat agents.

Real Estate chatbots & architecture chatbots are considered to be dealing with high ticket business size & need to be as rational as possible, but are they indeed?

Though there are some highly sophisticated chatbots for website that are able to understand the question even with spelling errors they are still not widely used. Also, they are too much costlier than the ones which are less rational.

Understanding Human Chat Agents

Till now you’ve learned a lot of chatbot customer service in the article but are you aware of how powerful plus useful are human chat agents?

, Generation Z wants customer experiences that integrate with technology, offering not only personalized attention but interactions that are instantaneous and entertaining according to customer service statistics.

In order to provide your customers with the best customer service experience, it is important for a business to integrate technology along with personalized touch and that’s where live chat agents come to play.

Live chat agents are pre-trained people who are responsible for providing 24×7 assistance to your customers by answering queries and assisting customers through chat. In the process, both human touch and technology are applied in a tandem.

As Kristen Smoby says, “In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human-centric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It’s worth it.”

But is that it? No, there is a lot more to know about live chat agents. Starting with the pros, here is all you need to know about live chat agents-

Pros of Live Chat Agents

Can Answer a Variety of Queries

As suggested above, chatbots aren’t able to assist to questions out of their pre-installed data but on the flip side human agents can do it up to a great extent.

As human agents are able to assist the customers with specific answers along with their alternatives, it makes human agents a better option than chatbots. Furthermore, such interactions are more preferred by customers because it saves both time and efforts.

Provides the Human Touch

Talking to a bot is not preferred by a lot of people. Some people need to talk to a real human chat agent for explaining their issue in the best possible yet easiest way.

As per a report from Glance, 70% of unhappy customers whose problems are resolved are willing to shop with business again. And as a human agent might not leave the customer side until the issue is resolved which can’t be expected from even the best chatbots, makes human chat agents a better option.

Better Quality of Communication

An issue with the chatbot regarding the spelling error has been aforementioned but is that the same with human agents?

No, it’s not. Human agents are very much wiser than chatbots when it comes to understanding a question. Moreover, the knowledge of live chat agents is not limited up to a pre-installed set of questions like a chatbot. Also, the knowledge and helping capacity of human agents keep getting better with time and experiences which is not possible with a chatbot.

Can Go The Extra Mile

At the end of the day, the goal of any business is to make considerable sales and hence make profits. But as chatbots for website are basically designed for solving customer issues, they can’t be expected to do more than this.

Human agents, on the other hand, can also go the extra mile by communicating with customers in a way that appeals to the customers and convinces them to buy from the website. Be it generation qualified sales leads, cross selling or up selling, human live chat agents the go-to. What else would you need?

Cons of Human Chat Agents

Availability Hours

A human no matter how active or healthy he or she has some working limitations. Be it an individual or a team, they all can only work a few hours, unlike a chatbot that can continuously work 24×7.

Though you can try live chat outsourcing & have the experts take care of your live chat round the clock.

Needs Hiring Staff

In order to hire the best support agents and train them in the right manner, you need a separate team. The hiring team should be able to handpick the most eligible agents and the training team should be able to teach them all the ins and outs of your industry.

But, you can consider live chat outsourcing & let the professionals take care of the live chat while you focus on what matters the most to your business.

No Multi-Language Support

Unlike a chatbot, all human agents are not able to provide assistance in every language. In order to have such human agents team that is bilingual, you may need to spend a chunk of bucks.

Although, not all kind of chatbots are able to provide multi-language support unless they are designed to do so.

What’s Your Best Bet?

“If a customer likes you—and continues to like —they will continue to do business with you. If they don’t, they won’t.” – Paul Greenberg.

Yes, your customers need to be your priority if you want to make your business successful and customer service is indeed one of the biggest factors that influences your customers’ satisfaction.

Both chatbot customer service and human live chat agents are great as chat outsource options but you need to be very specific while choosing the right one for your business.

While chatbots can perform plenty of tasks, live chat agents can still be considered the better option. Be it a small business or a multinational company, AI is still not able to compete with humans when it comes to making quick decisions and understanding the need of customers in a better way. Furthermore, well trained live chat agents can also influence your prospects’ purchasing decision.

But at last, it’s your call, use the listed pros and cons of both chatbots as well as human live chat agents and then go for the perfect fit.

Choose anyone as your chat outsource option and push your customers to keep coming back for more.

8 Tried & Tested Lead Generation Strategies to Boost your Ecommerce Conversion Rate

We all dream of Amazon as our ecommerce idol & dream of getting that growth hack into our ecommerce stores to grow to the same stature someday. Even if not that triumphant, all ecommerce stores are endeavoured to grow to the top of at least their surroundings & niche. Just like the growth of each & every ecommerce store, yours is also bound to just one element- sales & there is just no way around that. Your agile SEO must have been getting organic visitors & the CPC would be paving a way for the paid visitors. But, in the ecommerce space, the game has grown much above & beyond that. To strengthen your sales game, you must set up a successful sales lead generation strategy.

The sales lead generation strategies mentioned below have proved to be of great help in not only kick-starting an ecommerce store’s sales hack but also in scaling the same.

1. Cross Promotions

Imagine you’re into selling sneakers & there is another brand which is into selling socks. I think you’re there. You & the socks seller can actually form a branding partnership & help each other get an edge over the competitors by promoting each other to your customer base & that’s what cross promotion is all about.

This growth hack could involve sending out each other’s promotional emails to the customers, the emails could also include exclusive coupon codes. Showcasing promotional banners on each other’s websites is anoher way for the same.

Upon the launching of the Android KitKat version, both the companies took advantage of each other’s brand value by selling 50 million KitKat bars in 19 countries with Android branding. To make the campaign more lucrative, the offer had a chance for the buyers to win a Nexus 7 tablet and Google Play gift cards.

Another great way to take this lead generation opportunity to another level would be to bundle each other’s products & sell them for discounted pricing.

In a nutshell, for as long the interests of both the brands don’t intersect, it is definitely a no brainer method to solidify your brand reach & get the benefit of an uncharted turf. Hence, a win-win situation for everyone.

2. Lead Magnets

As the name suggests, lead magnets could be any resource which could serve as a magnet to attract sales leads to your business.

If you’ve been around the ecommerce space for a while now, lead magnets for lead generation shouldn’t sound new to your ears. Even if they do, just run through your downloads folder & the email inbox. All those ebooks, webinars, coupon codes, freebies you’ll find are nothing but lead magnets.

And, guess what? We all fall for this growth hack every now & then.

What lead magnets should work for your ecommerce conversion rate?

Entirely depends upon the products your ecommerce store sells. The basic idea is to keep it as relevant to your business as possible.

For instance, if you’re into selling keyboards, your lead magnet page could be a free typing test page where the visitors could take an online typing test & check how fast they’re with typing. Similarly, for an online games store, the lead magnet page could let the visitors play one of their games online for free.

Besides, discount coupons, early sale access, referral programs, free premium memberships, giveaway contests & all the freebies always work great as lucrative lead magnets.

3. Affiliate Marketing

Affiliate marketing has been around for a long time now & is consistently getting better & beneficial for both the B2B & B2C businesses when it comes to ecommerce conversion rate.

In simple terms, it can be understood as a performance-based marketing model & a clever growth hack wherein the platforms with the relevant traffic for your business (affiliates) drive that traffic to your website (merchant) with the objective of your desire.

The objective could be a mere visit, lead generation via form completion or a converted purchase. You, in return, reward the affiliates in the form of commissions for their hard work.

Since affiliate marketing is a pure performance-based marketing model, it works as a win-win situation for both the merchant & the affiliates & functions as an idol ecommerce conversion rate booster. Moreover, it is cost effective, gives a new dimension to your marketing mechanism & if done properly, is bound to skyrocket the sales.

But, affiliate marketing runs on the tiny particles of the internet such as cache & tracking pixels which make it a professional job. Hence, opting a professional affiliate software is highly recommended.

Most of the advanced affiliate software also bring along a network of professional & verified affiliates. This serves as an additional advantage as it saves you from putting efforts & time in finding the affiliates for your affiliate program.

Shareasale, ClickBank & CJAffiliate are the most chosen ones among the others.

4. Live Chat

Offering Live chat on your store provides you with the capacity to attend each & every potential as well as existing customers & offer assistance to them. Just the way, you or your sales team would attend each & every walk-in in your brick & mortar setup.

Live chat service not only adds human presence to an otherwise stagnant & unengaging website but gives you an opportunity to connect with your potential & current customers virtually. The old saying still sticks; human touch is the key!

In turn, you will also see yourself getting rid of the inboxes filled with customer support questions & the ever-growing phone support bills. Live chat support is indeed a growth hack which also helps you declutter & boost your ecommerce conversion rate.

All in all, live chat service not only helps you as a peerless lead generation strategy but also converts the maximum of your visitors into paying customers & retains the big fat chunk of your current customers.

Live chat software are available across the internet for dozen a dime. Just look up ‘Live Chat Software’ & you’ll understand what we’re trying to get at. Pretty much all of them come loaded with unimaginable features, but almost all of them lack a thing or two. LiveChatInc, Intercom & Zendesk look the best in their turfs.

5. Popups

Many a time visitors just land on your website, surf around & get deviated from their purpose of the visit. Popups are one of the effective lead generation ways to grab the attention of these visitors & draw that to what matters the most.

Imagine getting hold of a leaving prospect by popping up a 10% discount code or maybe free shipping. You can either display the coupon code right on the pop-up or use that as a bait to capture the prospects’ email address & other pertinent details. Now imagine how good it can be for your ecommerce conversion rate.

Popups can be set for both the time-bound intent & the exit intent, with a lot more intelligent sub-variations. Which means, you can have your popup appear on the prospects’ screen after a certain time duration of their visit or right when they’re about to jump off the website.

If you’re not sure about what exactly you should showcase in your website popup, you can try out different options such as discount codes, call back the calendar, ask the price they’d like to pay etc. That’s how growth hack runs, with try outs, right?

Designing & embedding popups aren’t much technical but tools like Sumo, OptinMonster & Poptin make it a cake walk & delight you with their advancements

6. Landing Pages

Your business doesn’t offer just one solution & even if it does, your prospects look at it with different aspects. That’s why we target different keywords on our blogs & PPC, right?

One of the best tactics to maximize the convertibility of these laser targeted keywords is by showing your prospects the perfectly chiselled version of your website which they want to see.

For example, if I were to buy a swanky pair of running shoes, I would look up ‘buy running shoes’. The top 2 results are A & B. The A website doesn’t have a landing page whereas the website B has got one.

Here, I am less likely to buy from the website A because it simply landed me on the homepage of their store, which is loaded with all types of shoes. This casts an impression that I’ll need to get into the extra labour of setting the filters for the running shoes.

My business will go to website B because it smartly welcomed me on a webpage which is designed specifically for running shoes. This also creates an impression that running shoes are one of the fortes of website B.

Although landing pages hold expertise in onsite conversions, you can take the additional lead generation advantage by collecting your prospects’ contact details with a lucrative offer.

You can either get landing pages created by your designer or get the growth hack done yourselves with expert tools like Unbounce, Instapage or LeadPages.

7. Chatbots

Chatbots have been around for a long time now, but have started competing with human performance only in the recent past.

Of all the reports we’ve seen so far, human live chat support is hands down much above & beyond the performance of a chatbot on many parameters.

But, human live chat support requires a lot more resources & groundwork, such as human chat agents’ hiring, training, performance tracking, chat software etc.

Although there are professional companies which can provide & manage all this & a lot more on the ecommerce stores’ behalf, a few like to explore other options.
Thanks to the plug & play features of the chatbots which make this growth hack a suitable alternative to the human live chat agents. Once programmed & set-up, they run 24×7 & work as a nice sales lead generation method.
We recommend you give a spin to DialogFlow, Watson Assistant & Wit for chatbots.

8. Email Marketing Automation
If all the ecommerce stores would know that it costs five times as much to attract a new customer through lead generation than to retain an existing one, they all would get on their toes for the latter.

Now since you know that, you must start considering your existing customers as precious & worthy as the new shining sales leads

One of the best ways to keep your ecommerce store in the good books of your existing customers is to stay in touch with them via as many mediums as possible & especially the emails.

The most successful tried & tested methods to keep your customers coming back via email enlist emailing discount coupons, sales reminders, latest stock additions, product suggestions, wishes.

All the leading email marketing automation software come loaded with unimaginable features to take the timing, integration, delivery & inbox placement of your emails beyond perfection.
ActiveCampaign, Mautic & MailChimp being the most reliable of them.