As a business owner, you need to ensure customer satisfaction all the time but choosing between virtual and live chat agents can be tricky. You need to choose the right option if you want to make more sales and ensure that your customers get enough support from your website. These days, customers consider calling or emailing a hassle especially if they do not have enough time to do these things. Some prefer virtual agents while there are those who find talking to a live chat agent more convenient. If you are still wondering which one is really better for your website, here are the differences between these options and their respective pros and cons:
Live Chat or Live Support
If you are chatting with live chat agents, you are assured that you get real-time support and information. This type of online chat can also handle multiple chats at once. The best thing about this type of online chat is that it helps visitors interact with agents in real-time. If they want immediate answers, they can get these right away through live chat. This will only be a disadvantage for companies that do not have the resources to hire enough live support agents for their website.
Virtual Agent or Automated Chat
With this type of online chat, a live person is not needed for the chat to be initiated. This is built based on artificial intelligence and it is already programmed to have the ability to interact with humans. It is knowledge-based software that can react and respond to humans. If you do not have the budget for hiring live support agents, this option is the way to go. It is capable of provide an interactive way of providing customers the information they need. The problem with a virtual agent is that it only acts as the website’s representative in the absence of a live person. It is only designed to handle a specific task and may not be able to handle complicated issues unless the issues are already pre-programmed in the software. Making more sales will become sluggish if a business owner solely relies on this type of online chat.
Usually, the type of online chat a business owner should consider will greatly depend on the demand. It is also possible to combine both live and virtual chat. It is usually the situation that will dictate which option is going to be favorable to the business owner. For general questions, it is best to use a virtual agent and turn off this option for issues that need a reliable agent that can think out of the box. Whether you are hiring virtual or live chat agents, do not forget to make the most of your resources so you can maximize your profit and increase your chances of making your business grow.