Where chat tools fall short
Me: Hey, thank goodness you guys have a chat feature. I’ve been having trouble with my online order. Can you help walk me through the process? I’m tearing my hair out over here.
Automated response: Hello, customer #20919. Our agents are currently offline and unable to assist you. Please visit our FAQ page for help or email us and we will reply at our earliest convenience. Thank you for your business.
^This^ is what you don’t want. I get it, it’s the future, so we have to talk to computers. But why aren’t they ever helpful? I could have clicked the dang FAQ page myself, I didn’t need a robot to tell me that.
LiveChat24/7 decided to step up the game of AI agents by helping them learn from agents when they’re online. For example, if a customer asks a question about a coupon code while an agent is online, LiveChat saves the agent’s response and stores it for future use. That way, when someone asks after hours, it can answer with ease.
How the app works while you’re away
It builds a template of frequently asked questions and responses from incorporating the information from live chats, so the automated response actually correlates with the situation at hand.
It’s hard to get relevant help at 3 am EST when you’re trying to order sweatpants with front and back pockets. “Do these have back pockets? They’re black, so it’s hard to see in the photo.” The answer would be, “Yes, this product does feature two back pockets,” instead of, “Email us your query and we’ll get back to you in 5-10 business days.”
Switch from automated to live instantly
In addition to all of this super neat stuff is that you can switch from automated to live agents with zero turbulence. With LiveChat, you’ll have “super agents” available around the clock, so my late-night impulse buys won’t have to be carried out in the dark. And if the super agent ever gets stumped, you can answer for it. Simple as that.
What is especially cool about this tool is that it will actually forward you potential customers. If someone is searching online for products or services that your site offers, LiveChat will help them find their way to your page using the FAQ template that it compiled from your chat sessions. Craaaazy, right? It’s about time automated chat started making sense.
Now, if you’ll excuse me, I have some sweatpants to buy.
#LiveChat247
