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By Dan S.

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Live chat vs chatbot: Groworx settles the score with first webinar​

 Last August 13, 2020, Groworx conducted its first webinar entitled, Live chat vs Chatbot? How to create a united strategy for business success. As a modern outsourcing and consulting company, Groworx helps organisations stay ahead of the competition by leveraging advanced technologies, customer experience (CX) strategies with purposeful action and global sales and support teams.   To deliver world-class solutions, Groworx partners with the top technology enterprises such as Freshworks, a cloud-based customer service software with over 40,000 customers that offers businesses with a wide array of SaaS solutions like live chat and chatbot capabilities. As the experts on the technology behind live chat and chatbots, Freshworks was the perfect partner to discuss the finer details. That’s why Groworx partnered with Freshworks for the webinar to help viewers better understand what a live chat and chatbot should be able to do.    Groworx’s CEO, Dan Sandiford opened the webinar by laying out the foundation for why the question of live chat and chatbots even matters in today’s landscape. In his talk, he explained how the COVID-19 pandemic demonstrated the need to agility and digital transformation in order to meet customer needs and expectations. Businesses need to continue to be present where their customers are or augment their current capabilities to meet the volume.   Next, Groworx’s Chief Customer Experience Officer, Shelley Beeston, discussed how live chat and chatbots need to be fully integrated and woven into organisations’ CX strategies to provide a seamless experience. She talked about how businesses can utlilise live chat and chatbots in order to answer customers’ needs.    Dan and Shelley were joined by Arvind Sekar, Freshwork’s Lead Partner Sales Engineer of the ANZ Region, what the basic functions and strengths of live chat and chatbots are. With that setting, Arvind discussed what decisionmakers need to consider when choosing a live chat or chatbot platform.     Ultimately, Groworx’s first webinar offered an overview of the current landscape and dissected live chat and chatbots allow organisations to meet customer needs. Business decision-makers will learn how to find the right live chat or chatbot for them and how this can be integrated into their overall CX strategy.     So what is the answer to the question of live chat versus chatbot? Both! Find out why by watching the full webinar below. If you’re interested in future webinars, subscribe to Groworx’s newsletter for news and updates. ​

5 reasons live chat and chatbots make for great customer experiences​

Digital channels have become essential in the new normal with customers moving online. Utilising digital tools for these platforms go a long way to improving your customer experience (CX). Afterall, digital-savvy customers expect quick, instant responses that make it easier for them to browse, inquire or buy.  Live chat and chatbots provide businesses with a means to assist customers at any time and taken together, create a seamless omnichannel approach to dealing with customers. Learn more about what to consider when implementing live chat and chatbots and find lasting customer experience success for your business by watching our recently concluded webinar.  A study by Kayako shows that out of the businesses that use live chat, 79% of them have seen a positive effect on their sales, revenue, and customer loyalty. In this article, we break down how live chat and chatbot create magical experiences that will keep customers coming back.   1) They help you answer customer needs in the New Normal   Lockdowns have force more and more people to do their business online, whether it’s through social media or an ecommerce website or even a mobile app. Now, customers do things online - on websites or social media or mobile apps. These digital natives expect instant responses and seamless experiences.   Answer these expectations by employing live chat and chatbots. Chatbots act as your first line of response, completing menial tasks like asking for information and giving answers to frequently asked questions. They can answer instantly, even when there aren’t any available agents. Chatbots can also be configured to schedule appointments and suggest products to customers. With AI, chatbots can decide on their own which response would best answer a specific question and make them sound almost human.  But chatbots aren’t enough. This is where live chat comes in. While chatbots are versatile and can answer most customer queries, there will be situations where human intervention and interaction are indispensable.   2)  They help you get customers for life  With all the competition on the digital sphere, awesome CX can be the key differentiator that make customers choose one business over another. According to a study by , 48% of customers are likelier to return to websites with live chat.   In the same study, data showed that websites with live chat had a retention rate that's 42% higher than those without. Moreover, live chat leads to 32% more up-selling and cross-selling. Moreover, 48% of customers are more likely to return to websites with a live chat.   3) They enable a seamless omnichannel experience  In a digital world, there are so many channels where businesses and their customers can connect. On top of that, businesses can have several touchpoints to interact with employees. A customer can like a post on Instagram, look for a product on a mobile app and then ask questions about discounts via a chatbot.   Sometimes, businesses can miss out on a vital touchpoint that they might not even know existed! This is a big mistake as a study by Aspect pointed out that 61% of customers struggle with changing preferred channels to contact customer service. An omnichannel approach ensures that businesses won’t miss out on any sales and support opportunities.  With omnichannel customer support, businesses can be on the channels their customers are on and integrate everything into one seamless experience. A customer who emails your customer service won’t need to repeat themselves when they talk to your live chat agent. This makes the experience much easier and less annoying for them.    4) They allow you to personalise your customers’ journey   According to data from our partner, Freshworks, there’s been a 15x increase in chat support volumes during this pandemic. Speed and convenience are the ways to win over your customers.  A good chatbot provides answers, not articles. Personalise the way chatbots respond by taking note of customer information and giving specific answers or solutions instead of just links to other pages. For example, when a customer asks for order cancellation, a good chatbot platform can be configured to retrieve all the current orders from the Order Management System to assist the customer.   A good live chat platform comes with functions that allow you to connect customers with the right representatives with intelligent chat routing and assignments. Different customer support functions and proactive campaigns like triggered messages can also make your customers’ journeys feel more unique and personal. When coming from a chatbot, the platform should be able to easily and promptly transfer to a customer support agent via live chat or phone.   5) Chatbots can reduce operational costs    With the pandemic, businesses are pressured to balance their costs and the increasing demand for customer service agents to respond and to respond with speed. Live chat and chatbots provide a very low-cost option to meet most customer needs.    Studies show that on average, chatbots reduce costs by 30% while live chat can cut up to 33% of costs. By taking over basic and menial responses, chatbots free up customer service representatives to help other customers and manage large volumes to traffic. Meanwhile, live chat allows a business to cut down on operational costs with smaller, more agile teams. Together, live chat and chatbots create a seamless customer experience that gives businesses an edge over their competition.   With Groworx, your business can get live chat teams and chatbots up and running in no time. We provide consulting and business solutions such as live chat, advanced technologies and global teams with after-hours support. We help businesses thrive in a modern world at a lower cost. Find out more about what chatbots and live chat can do for your CX today! ​

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How going digital ONLY will save businesses: Customer Experience in a COVID-19 World

It feels like it happened overnight.

 

We are all still coming to terms with the tsunami of change that has swallowed every individual and company across the globe. Many of our responses are tactical, designed to protect against an unseen enemy that threatens the way we work and live together.

 

What remains unclear are the long term structural changes that COVID-19 will leave behind. Much of that will depend on the length and depth of this pandemic wave washing through our lives and businesses.

One of the most powerful shifts from our quarantine-imposed isolation is the way we conduct our commerce. Traditional business models are being tossed aside, with product and service strategies turned inside out as customers evaporate or are diminished beyond recognition.

 

The strategies we employ to run our businesses are being amended overnight.

 

The way we sell and service our customers has shifted

 

Pre-COVID-19, physical stores provided reassurance to many customers. Even digitally-savvy customers often completed the sale at a brick and mortar store, preferring to engage with real people for sales and support.

 

Until last month, businesses would have marketed, sold, delivered and supported customers across multiple channels (a.k.a. an omnichannel approach), each one supporting the different aspects of the Customer Experience Lifecycle. Customers would use digital (online/mobile) channels which led to bricks & mortar offices and stores, and, as a last resort, Contact Centre channels (call centres of voice, IVR and live chat) to provide any post-sales assistance they needed.

 

Where a customer used to fit a pair of shoes or touched furniture fittings in-store before buying, they now need to rely on online research and company support channels before making a purchase decision. Even a piano teacher must adapt their lessons to video conferencing to continue serving their customers. The loss of physical interactions means that businesses need to make the transition from digital first to digital only.

 

From Digital First to Digital Only

 

COVID-19 has forced a change in the ways that businesses operate, no matter the industry. While restaurants and cafes can only offer takeaway now, essential retail such as supermarkets must consider the safety of their staff and keep them protected. Retail businesses have seen a shift towards digital channels and this growing demand is putting pressure on delivery and product availability.

The problem is that many businesses or industries are not ready to make these changes. Schools have made the move to online classes, but not every household is properly equipped for this, leaving the burden of homeschooling on parents. General Practitioners offer consultation online now but may lack the capabilities to attend to the surge of phone calls.

 

COVID-19 has removed the physical connection of the customer moment, with many customers struggling to cope with what is now a digital only world.

 

Human-centred Customer Contact Centres are more important than ever before

 

Customer Contact Centres need to step up and bridge the gap between the Digital and the Human. Rather than being an afterthought for companies providing service to their end-users, human-assisted sales and service teams must be incorporated earlier and more often into the sales process to avoid customer frustration and abandonment.

 

Injecting human engagement centres (whether via voice or Live Chat) into the relationship early helps soften the loss of physical interactions. Furthermore, this instantly improves brand connection, especially when your competitors are reducing or shutting off their contact connections with customers. Being there for your customers in difficult times improves sales conversions and customer retention.

 

Without physical interactions, businesses must further nurture human connections by empathising, understanding, being patient and trusting. Customer experience policies must be reevaluated and modified to go from contact to engagement.

 

The Human Engagement Centre must be remote in a modern, COVID-19 world

 

But if workers around the world can’t go into their offices, how does it work?

Around the world, traditional Contact Centres have been providing reliable and affordable sales, service and operational backbone for many businesses large and small. However, the operational rigidity built into these models means that many have failed to keep up with the ever-changing needs of customers. Principles like remote working, immersive collaboration, business transparency through technology innovation, and cloud-first approaches are still in the early stages for many businesses.

 

So, while remote working began as a luxury, businesses are now scrambling to restructure in order to continue operating. Businesses need to create their own remote customer service capability and if they don’t know how to, then they need to partner with companies that can provide modern customer sales and service capabilities.

 

COVID-19 is not a short term crisis

 

We should seize this opportunity to connect with our employees and customers. Removing physical contact is like removing one of the five senses for a business. We must now strengthen the other senses to compensate for its loss.

 

We need to evolve our business models by improving digital self-service, real-time sales and post-sales support.

 

And we all need to move fast. This is not a luxury. Customers are hurting. Businesses are struggling. The best way to deal with that is to connect the digital and the human like never before.

The Official Blog of Groworx