Recently, there has been much debate among law firms. "Should our website use live chat or chatbots?" As the industry spoke to experts for over a decade, we took a look at our own internal data to answer this question. Here we have talked about chatboats vs live chat.
The legal industry is in our top 5 for overall chat check rates. This means that we provide a large number of online chat facilities specifically for lawyers and / or people seeking legal advice.
Most of these chats occur during "after hours". This time is usually from 8 am to 8 am when people are not in the office.
The conversion rate after chat during normal business hours is higher than that of chat hours. This is true across all channels: desktop, mobile, tablet, and SMS.
Pre-pandemic, customers expected more flexible ways of communicating with a business. And similarly, businesses knew that they needed a way to ensure accessibility for all. However, since the proliferation of coronaviruses, the need for online and contact-free communication has skyrocketed. People did not feel securely meeting and not everyone is comfortable making a phone call at the time of conversion.
Seeking help and support for a legal claim can be difficult, especially for legal prospects. Taking a phone to have some personal discussion can create an obstacle. Adding the live chat software function can give your customers a less intrusive amount of help needed to find information and start their conversations. Live chat also provides a real human to interact with, giving customers a more personalized experience.
However, artificial intelligence (AI) has come a long way in recent years and a chatbot can help companies automate this service. But does this automation come with a price? Are chatbots really capable of mimicking a living person and providing the same level of service and accountability as a human? Or do these bots appear cold, deceptive, and want a customer to have a live human interaction? Discuss chatbots vs. live chat options.
Why You Should Use Live Chat Agents
Using real people to conduct live online chat is a real benefit. They are a living person using their brain. While chatbots attempt to impersonate real people, it is almost impossible for a machine to mimic human behavior. People build trust and rapport with customers. They are sympathetic, compassionate, and provide genuine responses to any unexpected inquiries. This live interaction can give your firm a real competitive advantage in winning the client's business.
It is efficient, and not as expensive as you might think. In a traditional call center, agents can only query one call at a time. But live chat software changes all of that. Recent research has found that live chat agents can chat up to six at a time! Having multiple inquiries at once reduces support costs while being able to provide a high level of legal service to website visitors.
Why You Should Use Chatbot
Chatbots can be highly effective, especially during what would traditionally be thought of after hours. During this time there are naturally fewer members of the firm available to respond to customer inquiries. With no team members available and no chatbots active, website visitors are probably asked to leave messages instead. A choice that all too often ends without action.
Since implementing a chatboat on its website, one firm in particular has seen 11% more inquiries over that time period. He also claimed to have seen an improvement in the overall quality of the claims that came during the hour. And if you check the numbers on all workday evenings, they are now seeing a 20% improvement in the overall claims rate and a 6% improvement over the weekend.
The data suggests that chatbots can be taught to ask the same type of questions that advisors to the Claim team would ask, and answer according to the answers given. Or at least so much that website visitors feel comfortable chatting and moving through the digital sales funnel. And of course a chatbot also has financial benefits. Firms do not need to appoint a chatboat, in the same way they will need to appoint a person.
Conclusion
So who is the winner in the chatboats vs live chat debate? Ultimately, a live chat software option is an effective conversion tool - especially if you have the right use of resources. And live agents provide situational adaptability that cannot be replicated. But as we see the future of technology advances, it appears very bright for AI-powered chatbots. Chatboats are not meant to completely replace humans (at the moment), but are a tool to help us save money, time and energy. A role they excel at.
So what criteria should you use to evaluate these two different, yet similar offerings? A lot of it comes down to preference. The fact that online chat, live chat or chatbot allows people to have another communication channel. It is a versatile tool that will potentially increase their use as a result of challenges surrounding the epidemic.
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