In implementing live chat in your small business, it’s important to stay focused on the most important details. Too often, when working with any tool or technology, it’s easy to lose track of goals and become distracted with features.
In live chat, this comes into play when analyzing the connection between AI and live agents. It’s common to make this conversation into an either/or, focusing on the positives and negatives of various methods of executing with live chat.
The best way to view live chat is as a system for lead generation and customer success. You already have a system in place for capturing, qualifying, and advancing leads through a sales process.
Your live chat system is another component in that process. Whether you use chat bots or live agents, the steps taken will be the same.
You need to start with the experience you want your prospective clients to have and develop the best practices for serving them well.
When discussing AI, it’s easy to get distracted by the technology and make things more complicated than they need to be. When implementing live chat, AI is used to make your process more efficient and take costs down by removing needless chokepoints.
The following are key areas where AI can power your live chat process to give you more efficiency and better client experience.
Using chat bots is about more than simply automating chat. One secondary benefit of chat bots is using bots will force you to architect workflows and understand the customer journey.
Chat bots provide an opportunity to answer commonly asked questions. You can also use the bots to direct prospective clients to schedule an appointment or qualify whether or not they would be a good fit.
This helps because while live agents are preferable, you are not tied to having a person available at all hours. You also have the ability to keep your live chat active in all hours, with the chat bots “working” during off-hours.
Through powerful AI technology, your live chat can instantly translate from English to Spanish. With this technology, if a Spanish-speaking visitor is on your site they would see chat responses in their native language.
They would reply in Spanish and their response would translate to English for the live agent to read in their native language. They would continue through the chat conversation as though no language barrier existed.
In the end, the entire chat would be transcribed in both languages.
Live chat is a great way to connect with your potential customers. However, in isolation, you are missing an extraordinary amount of power. By adding in key integrations with calendars and CRM, you can seamlessly take visitors from a quick chat into a scheduled appointment with all key details documented.
Live web chat is a massive opportunity for small businesses to gain efficiency in interacting with clients and prospects. By using AI technology the use of live chat builds even more power and speed in helping your business grow.
It's time to try live chat on your website. Just one new client captured via chat can pay for a year (or more) of Smith.ai's live web chat service. We provide fully staffed live website chat with professional agents. Outsourced live chat is best for small businesses like law firms, e-commerce businesses, IT consultants, financial planners, property managers, realtors, and marketing agencies (to name just a few!).
Our live agents are highly skilled and can answer common questions about your business, qualify new leads, schedule appointments, take payments, and more. You stay in the loop when chat transcripts are sent to you after each conversation and logged in your CRM. There's no setup fee, services are month-to-month with no annual contract, and plans start at just $60/month. You’ll only pay $8-12 per relevant chat -- and after-hours chatbot service is included for free. Learn more and get started with a 30-day / 5-chat free trial!
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