With different types of customer engagement tools available, as a website owner, which one would you prefer to engage with your potential customers converting them into qualified leads? The whitepaper gives you an insight into the three types. www.commversion.com

1. CHATBOTS Vs.
HYBRID Vs. HUMAN
LIVE CHAT
Which one is better for your
Tech business?

2. Chatbots Vs. Hybrid Vs. Human
Live Chat:
Which one is better for your Tech
business?
Whether you are a technology vendor, software or
solutions provider, or any other business under the
tech umbrella, your business objective is clear - to
make your clients’ and customers’ lives easier. That’s
what technology was invented to do.
Unfortunately, technology doesn’t always live up to
expectation. In a world where consumers constantly
have their finger on the digital pulse, failing to keep
online services active can result in unhappy customers.
Consumers want access to fast, accessible, and deeply
personalised online services but, for tech companies
with thousands of clients and issues globally, keeping
up with that demand can be challenging.
97% of global consumers
say customer service is
important in their choice of a
brand and sadly, people are
more inclined to speak about
a poor customer experience
than share news of a good
one.
With some 51% of
customers admitting to never
approaching a business again
after one bad experience,
making that all important
first impression is vital for any
technology business.
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global consumers say
customer service is
important in their
choice of a brand
97%
customers admitting
to never approaching
a business again
after one bad
experience
51%

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In a world where we demand instant gratification,
customers are increasingly turning to online chat tools to
get their questions answered, quickly. Given a choice 79%
Consider this scenario. One of your customers has a query
that needs addressing. Would you expect them to pick up
the phone and sit in a long queue waiting for their call to be
answered? Or, even worse, direct them to an online form or
email address, leaving them to wait 48 hours for a written
response or call back? If you care about your customers, the
answer should be no.
Today’s tech customers are savvier than ever before. And
when interacting with technology companies, there is an
assumption that technology will play a key role in deliver-
ing a satisfactory customer experience. Whether they are
browsing your website’s support pages or researching a
new product or service, the addition of live chat at the right
time can play a vital role in ensuring that existing or poten-
tial customers don’t go elsewhere.
of customers today prefer live
chat over voice or email for
customer support, making it
one of the fast-growing
customer services tool around.
With several different approaches to online chat solutions
available, it can be difficult to ascertain which one is the
best for your business. Do you choose a purely automated
solution? Do you choose an AI-assisted chat solution? Or
is a fully manned live chat solution the answer?
In this guide, we detail the three main solutions available
and uncover the pros and cons of each option.
Research shows that just one reply can
increase the likelihood of conversion by
50%; one more reply makes that visitor
100% more likely to convert. A simple
conversation with 6 exchanged
messages makes a visitor 250% more
likely to become a customer.
One Reply
50%
Two Replies
100%
6 exchanged
messages
250%
0%
50%
100%
150%
200%
250%
customers today prefer
live chat over voice or
email for customer
support,
79%

4. Pros:
Chatbots are fully automated and can provide instant answers to inbound
enquiries. Research shows that eight out of ten chat sessions can be resolved
by a chatbot.
They are available 24/7, 365 days a year, ideal if you have a global
customer base spread out over different continents.
Lengthy and detailed responses can be provided with a fraction of the time
it takes a human to type out a response. Data shows that conversations with
bots convert 36% better, likely because a bot can respond faster than
humans for the most repetitive tasks.
With pre-populated responses built into the system, there are minimal
chances for errors in sentence framing and grammar. When it comes to
technology language, typos in responses can lead to confusion and
misrepresentation of information.
Chatbots can save costs by automating simple processes such tracking
deliveries, getting your bank balance and booking appointments.
CHATBOTS
Chatbots rely on one of two types of technologies. Command-based chatbots
that can answer a limited set of questions and AI-based versions that can
respond to slightly more ambiguous enquiries. Both are said to work best for
Tier 1 questions, where the answers can be extracted efficiently from a
database.
Cons:
Answers are keyword dependent. If a visitor doesn’t ask the correct keyword dependent question, a chatbot
won’t be able to match the answers in its repository, resulting in a wrong answer being delivered or no
answer at all. Nearly one-third of consumers are not keen on canned responses as they lack personalisation.
Customers can become frustrated if the answer to their query isn’t available. 53% of customers are likely to
abandon their online purchases if they can’t find quick answers to their questions.
Chatbots can’t feel empathy or convey a specific tone the same way a human can.
Not all businesses can use chatbots. Many of the services provided by technology businesses are far too
complex for chatbots to be practical.
According to live chat statistics from Kayako, speed is not everything for consumers. The source discovered
that 19 out of 20 customers would sacrifice the overall speed of a chat session if it meant they received a
better quality service.
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5. HYBRID – LIVE CHAT WITH HUMAN AGENT + A
BOT
With tech staffing shortages on the rise, service firms are being pressed to find
the customer support talent they need to keep up with their fluctuating project
and client loads. Implementing a live chat service that qualifies inbound
enquiries and passes them to human agents can instantly increase capacity to
your customer support framework and enables existing agents to handle
multiple inbound enquires at the same time. A hybrid model that combines the
initial speed of chatbot technology supported by human interaction can provide
the perfect balance between a quick initial response time and more
personalised customer support.
Pros:
Simple keyword specific questions can be answered by a bot and, as the
questions get technical, an experienced live chat agent can take over the
conversation.
It can save time and money by pre-qualifying leads and directing them to
the right agent.
There are times when customers would rather deal with an actual
person – with phishing attacks and online fraud a growing concern, many
consumers are increasingly worried about the security of the data they are
asked to share online. Having a real person on the end of the line can provide
reassurance that the data collected will only be used in line with current
GDPR regulations.
Cons:
Customers may have to wait for an agent to come online once the chatbot has reached the end of its
capabilities. It is reported that users don’t like it when they can’t get in touch with chat agents despite the
live chat service displaying an online status.
Initial chatbot interactions may not be able to spot timewasters or customers who are seeking answers
that your business cannot provide, thus wasting a live agent’s time once they take over the chat.
Some individuals, particularly senior citizens, prefer to receive customer service help over the phone.
Therefore, online chat might feel impersonal or even robotic to some users.
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6. LIVE CHAT
While chatbots may be an ideal alternative to an FAQs page on your
website, for more detailed queries, Chatbots can struggle to live up to
expectations. When it comes to technology, the plethora of inbound
enquiries makes it almost impossible for businesses to hone down each
and every possible question that may come their way. Today, consumers
value personalised customer service; they want to deal with someone that
understands their specific pain point, who can sympathise with their issue
and be at the end of the line as they work through their enquiry. This is
something that chatbot only services simply cannot do.
Pros:
Customers receive instant answers to their questions from an agent who
fully understand their needs. With technology enquires often being of a
complex nature, having someone who can fully understand your problems is
invaluable from a customer service perspective.
79% of customers say they prefer live chat over other channels. While most
companies do still offer phone and email support, many customers are
increasingly reluctant to pick up the phone or wait for a reply via email.
Can boost customer loyalty as you will appear accessible and truly interested
in the needs of clients and potential customers. 79% of businesses said
implementing live chat resulted in increased customer loyalty, sales, and
revenue.
Live chat enables more efficient use of employee time as staff can manage
multiple chat conversations at once rather than being committed to a single
phone call for an indefinite amount of time.
For complex sales funnels, human agents excel at helping consumers
navigate the decision process, addressing doubts and answering specific
questions.
Cons:
More expensive than a fully automated chatbot but still cheaper than a call centre agent taking inbound
phone calls.
Not all services are mobile-optimised so ensure your chosen provider is geared up to respond to
customers interacting on the move from smartphones and tablets. More than half of all chats come
from mobile so your business needs to be geared up to respond to those customers seeking support
on the move.
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7. Conclusion
While chatbots have their advantages, especially when combined with humans, the reality is that
humans are still better than bots for qualifying leads and will not be replacing them anytime soon. Live
chat bridges the gap between the personal, timely service that makes us loyal customers in real life with
the extensibility of software and the ROI of automation.
Experts from the service industry believe that live chat volume has increased by nearly 90% in just the
eighteen months since early 2017. As many companies get their live chat systems right and consumers
spread the good word around, the shift towards live chat is expected to continue.
Sources:
https://www.callcentrehelper.com/chatbots-and-artificial-intelligence-whats-the-difference-118596.htm
https://get.slaask.com/blog/instant-communication/the-pros-and-cons-of-live-customer-chat/
https://growthmarketingconf.com/the-rise-of-live-chat/
https://www.bluleadz.com/blog/pros-and-cons-of-live-chat-and-chatbots
https://www.quicksprout.com/2018/11/15/how-to-know-when-to-use-chatbots-vs-live-chat/
https://www.intercom.com/blog/why-live-chat/
https://techjury.net/stats-about/live-chat/
https://www.comm100.com/solutions/industries/technology/
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Online chat is growing. Fact. Mounting research is
reaffirming early indications that businesses can
provide better levels of customer support with live chat
as well as saving valuable costs. According to LiveChat’s
2019 Customer Service Report, the percentage of satis-
fied live chat users is currently 82.26% based on the
data from over 25,000 websites with live chat support.
82.26%

8. https://commversion.com/
Which live chat solution
works best for your
business requirements?
Not sure if human live chat, chatbots or hybrid live chat solution
is best suited for your business?
CommVersion can assist you with deciding the right solution
for your business objectives. Simply click on the button below
and one of our product specialists will
get in touch with you.
CommVersion is a leading 24x7 Live Chat Service provider that
offers proactive live chat engagement solutions on websites to
help increase web leads by 50% and reduce cost per lead
acquisition on your PPC spend by 25%.
CommVersion uses the combination of live chat technology
and its unique proactive engagement method to
deliver personalised and meaningful
customer support solution.
I need FREE assistance!
www.commversion.com info@commversion.com