Choosing between an agent and a chatbot could sound difficult. Both hold their own significance and necessity. Both the chatbot and live chat have their own pros and cons. Every industry looks for the best fit option between a chatbot and a live chat for the right situation. There are numerous situations wherein a customer needs support from both the live agent and chatbot.

A chatbot proves best when answering simple and generic questions. A live chat option on the other hand is useful to resolve complex customer concerns. A company using both these options excels in satisfactory customer service support.

Mentioned below are a few instances that showcase the best use of chatbots and live chat individually-

1. Qualify Leads: A chatbot can gather basic details from customers. These details help to form leads. Companies can apply conditions from the backend for lead qualification and directing customers to the live chat. A chatbot can continue the communication if the chat does not qualify for a lead.
2. After-Sales Support: A customer often comes with specific concerns about the product. Employing live chat is best to handle this case. As concerns keep changing with each customer, human interaction is necessary.
3. Inquiries: A chatbot can easily manage inquiries related to an order or purchase. It can be trained to collect the required details about an order or purchase. After analyzing the information, a chatbot can share a response to a customer in accordance with the details provided.
4. Resolve Complaints: No company can predict complaints for its product or service. However, setting up a chatbot with intents and responses for the complaints may not prove useful. Instead, if a customer comes with a complaint, a chatbot can acknowledge the customer with a customized message, then an agent can take over from there.
5. Sharing Information: A company can set up a chatbot with the basic information about its website, product, or service. As the information is not going to change frequently, a chatbot can answer all questions related to it instantly. This reduces waiting time for customers.
6. Feedback Surveys: Feedback surveys help companies to serve customers better. Companies can trigger chatbots with feedback inquiries to the visitors spending longer on their website. In addition, before ending the chat, a chatbot can request a feedback survey to the customer.
7. Payment Processing: As payment details are confidential for the company, a live chat agent should handle it. However, the system should mask credit/debit card and bank details for the customer’s privacy.
8. Sitemap Knowledge: Many times, visitors get confused during website navigation. To resolve these issues companies can configure details about the sitemap in the chatbot. This helps the visitors to get quick replies whenever lost.

Every company has its own method of implementing both the chatbot and live chat. Although using them efficiently in the right situations makes the difference. Applying the tips mention above may help companies to offer improved services to resolve their customer’s requests.