WHICH IS WINNING THE CUSTOMER SERVICE GAME & WHY?
In this current generation, the uses of online chat features are in advance to assist clients and in the search process. Some of the associations choose to use chatbot option, and other companies prefer a live chat option. But the approach between them is same “improving customer service”
Chatbot is a service provider with a set of the functional script, and it used to interact with customers via a chat interface. There are two different kinds of online chatbots: a normal chatbot and an intelligent chatbot which works with machine learning and artificial intelligence. The normal chatbot is a simple conversation between ends to end. The intelligent chatbot can specify with different chatbots available integrated into Whatsapp, Facebook Messenger, Hike, Telegram, etc.
The chatbot is programmed with Natural language processing (NLP) so that the program will concern the spells and do interactions between computers and human (natural) languages can operate multi-task and respond amount of chats at the same time. A chatbot is more advanced in natural language processing.Therefore the service of this chatbot can see at big companies with a lot of customer traffic. A chatbot can provide more function in a lesser amount of time, also it is 24/7 service provider with the least amount of cost comparing with live chat so that a chatbot works 24 hours a day and 365 days a year.
Mostly the drawback from chatbot, it will respond only if customers ask specific questions and it won’t respond if the query has any misspelled words. The chatbot won’t know what a customer wants a specific question to response so that the chatbot programmed to response specific key terms.
LIVECHAT is online customer service which is functioning with the help of software programming. By using this customer service, an organization can contact international traders via a single point of customer service; also it is used to manage their online sales activities. In this live chat, the communication will be done between humans so the communication end to end is very easy. Also, they can express their real-time emotions with each other.
The specification of the live chat is the quality, the quality of the conversation between two ends is better than compared with a chatbot. Even a chatbot can respond some of the specific answers, which are already, programmed default and also it might not be what the customer wanted to know. A normal is similar to a robot that can’t think and respond which is necessary to the customers. Therefore, in live chat human can help customer's better compared with a Chabot.
The drawback from live chat is not a 24 hours service provider a day so that live chat needs humans to work. The response for multi-languages query can't-do by the live chat as many chatbots can do. Comparing with chatbot the live chat is more expensive also for a good customer service need to train good communication set of people to provide good service.