The goal of chat customer support is to provide fast and accurate responses to increase user satisfaction.
In chat customer service, a person can interact with a human agent or with solutions powered by artificial intelligence , such as Zendesk's Answer Bot .
What is live chat customer service?
Live chat customer support refers to real-time, session-based support offered to users browsing your website or app. Conversations typically take place between two people : the customer and the agent.
Customer support via chat can be proactive or reactive .
Proactive live chat customer service malaysia mobile number list is where a conversation box appears on your screen with a message asking if you need help. You click on it and are then transferred to a human agent who interacts with you in real time.
On the other hand, reactive live chat customer service is where users initiate the conversation when they need assistance.
Many business sites include a button, usually at the bottom right of the web page, that people can click to connect with an agent.
Want to learn more about live chat customer service? Read: Customer service via chat: 3 reasons to implement it .
What is chatbot customer service?
Chatbot customer service is a type of support where companies partially or totally automate internal and external customer service through artificial intelligence.
Using natural language processing and/or machine learning , the chatbot navigates predefined conversation flows to interpret customer or employee requests.
The goal of chatbot customer service is to respond to frequently asked questions with low complexity quickly and accurately, without sacrificing the human element of a natural conversation.
If necessary, the bot can also route the support ticket to a live agent.
Watch how chatbots evolve into AI-powered digital agents: