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.