Most businesses usually pick between virtual agents and live chat software. While budget constraints may often make this choice necessary, this is not always the case. Using a virtual agent with your live chat software can make a marked difference in your overall customer services.
The following are some of the major benefits that you can enjoy when you use them in a collaborative manner.
While live chat software does allow you to offer 24/7 availability, there’s a slight catch here. Most software usually comes with some AI chatbots. When you compare Chatbots with a virtual agent, you will see that there is a major difference in the kind of results you get. Chatbots are unable to process and comprehend complex queries whereas virtual agents have a more advanced AI which allows them to do so. Not only will you be able to offer 24/7 availability but, with a virtual agent, you get to offer them customer services without deterioration in quality.
Improve Lead Generation
With a better AI, virtual agents are also better at lead generation and getting vital information including the email address, phone number, the name and more. This ensures that you never miss out on maximizing your sales. Based on these details, your support team can reach out to them and offer them a more comprehensive solution if the virtual agent was unable to help them properly. This also reduces the chances that your customers will be dissatisfied with your live chat software or your customer support services.
Can be Taught
Virtual agents have an advanced AI which allows it to comprehend complex queries as well as learn how to pitch and talk to consumers. The AI can be taught to mimic the company’s voice so that it feels less robotic, generic or unhelpful. You can also use keywords that act as prompts for the virtual agent.
For example: If a consumer uses your live chat software for pricing information, the virtual agent can give them a link to the pricing page. When taught in this manner, your virtual agent can handle almost any query that your clients might have.
Reduce Staffing Costs
There’s no need to hire any extra staff or make them do long shifts. With your virtual agent and live chat software, you can improve productivity with ease and cut down on the staffing costs. This also means that when the holidays come around such as Thanksgiving or Christmas, you don’t have to make your staff volunteer for their job. Just let your virtual agent and live chat software handle the queries and let your support team relax.
No Problems in Integration
Most businesses think that having a virtual agent with live chat software is going to be a hassle. On the other hand, it’s not. Virtual agents are very easy to integrate and can be ready within minutes.
Always remember to test it out though so that you have a good idea of what the virtual agent can and cannot do.