How a Strategic Blend of Live Agent Support and Chatbots can Transform your Business

In an age where AI is everywhere and automation is the way, businesses are understandably tempted to heavily lean on chatbots to streamline their customer support features. And they’re not wrong to! Chatbots, when used wisely and strategically, can certainly have their place - handling simple FAQs, routing enquiries, or offering support on a 24/7 basis, to name a few. While bots aren’t always capable of providing the support customers require, here at Arema Connect we believe that the strategic employment of bots, mixed with the human touch, can transform your business operations and streamline efficiency. 

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‍You Can’t Automate Empathy, But You Can Automate Quick Fixes

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Some customer queries are simple or repetitive, requiring basic responses. In these instances it can be highly beneficial to utilise chatbots. It's critical here to anticipate the types of simple queries that will come in, as chatbots can only work as well as you program them to. Well-trained chatbots enable your agents to focus on more complex queries. 

Though some queries may be simple, oftentimes customers are making contact with a brand or organisation when they experience some issue or have questions regarding purchasing, payment, etc. Whether they are frustrated or confused, empathy can make all the difference when it comes to resolving issues around such things as billing, product defects, or personal issues. In these cases, customers want to feel listened to, not just answered. Live agent support brings the ability to read tone, express genuine concern, and adapt their responses based on the given situation. No bot - no matter how advanced - can replicate care to this level, but they can free up agents’ time and resources to focus on these more complex queries. 

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Complex Issues Require Human Thinking

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Chatbots are great at following the rules and parameters you establish. Therefore, it is important to not only train your chatbot to know your business, but also to know your customers. Many queries may be repetitive, but it is important to anticipate how they may be asked so that your Chatbots can accurately pick up keywords. 

Yet although bots can be helpful when utilised effectively, what if a customer has a more complex query, unlike anything you had previously anticipated? There is nothing more frustrating for a customer than getting caught up in a chatbot loop where the bot is unable to provide the answers you require in your specific case. Live agent support, on the other hand, allows for critical thinking, troubleshooting, or more creative approaches to resolving customer queries. Live agents can additionally escalate to the proper personnel to avoid unnecessary frustrations. 

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Trust is Built through Connection, But Also Through Reliability

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Brand loyalty and reputation are key to any business. When a customer feels that their time is valued, they are much more likely to trust that brand or business. If a customer is looking for a quick answer, they expect to receive that answer in seconds. If they are experiencing a more unique situation, conversations with real people foster a level of connection and accountability. If a real person can extend empathy and prove that they care about the customers’ overall experience, long-term trust is much more likely to grow. 

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One Size Does Not Fit All in Customer Interactions

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Again, chatbots are limited to operating within a fixed framework; they only know what they have been trained to do. This often means more generic responses and requires specific phrasing from a customer, something that can be useful in many cases. Yet what this can also lead to is a frustrating loop of repetition, or a customer feeling like their specific query is not being addressed by the canned responses. Live agent support means that real people can not only adjust their tone to meet the customer, but they can also respond based on a customer’s unique context or history. 

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Customers Seek Reassurance During Critical Moments, Want Quick Answers During Others 

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In the case of adverse events, product recalls, or any other situation that may be higher stakes, the human touch is essential. Chatbots can be a useful tool to convey initial messages, but for some customers, they will want a calm, reassuring voice to communicate things to them clearly; they do not want to get caught up in a loop asking them to ‘rephrase the question’. Trained live support agents can de-escalate the situation and guide them through their issues with empathy. This will further cement your business as professional and caring. 

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In summary, businesses need not do away with Chatbot features. In fact, we are in favor of using them wisely and in the right situations! What is important is that those customers who require more complicated assistance, those who require an empathetic voice, have access to a human. At the end of the day, it’s all about balance. That’s why we believe a successful customer experience strategy blends smart automation with compassionate, skilled live agent support. 

Want to strengthen your customer support offerings with real people who care? Contact us today to learn more about how our trained contact centre team can support your brand and customers.

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