{"id":4472,"date":"2020-11-10T15:26:10","date_gmt":"2020-11-10T22:26:10","guid":{"rendered":"https:\/\/www.ometrics.com\/blog\/?p=4472"},"modified":"2022-09-01T08:58:49","modified_gmt":"2022-09-01T14:58:49","slug":"6-reasons-why-ecommerce-chatbots-are-better-than-live-chat","status":"publish","type":"post","link":"https:\/\/www.ometrics.com\/blog\/6-reasons-why-ecommerce-chatbots-are-better-than-live-chat\/","title":{"rendered":"6 Reasons Why Ecommerce Chatbots are Better than Live Chat"},"content":{"rendered":"

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Introduction to Live Chat<\/span><\/h2>\n

Primarily, live chat<\/a> is a conversational chat with a human, just like how we chat, text, or send messages through SMS and social sites. It\u2019s different from a chatbot because ecommerce chatbots are programmed with codes and are keyword based. They interact conversationally with voice recognition or by pressing buttons. Live chat is often used as a second option whenever a chatbot encounters a question beyond its knowledge.<\/span><\/p>\n

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The Downsides of\u00a0Live Chat<\/h2>\n

If there are advantages there are also its counterparts, the disadvantages: Scripted Responses, Bad Impressions, Maintenance and 24\/7 Monitoring.<\/p>\n

1.<\/span> \u00a0 <\/span>Maintenance and 24\/7 Monitoring<\/span><\/h3>\n

An agent positioned for livechat cannot even take a few minutes of break because a customer might come in through the live chat. So agents must take shifts, or whenever there\u2019s a need for a brief break, someone must be there as a temporary replacement to monitor the livechat.<\/span><\/p>\n

2.<\/span> \u00a0 <\/span>Scripted Responses<\/span><\/h3>\n

Livechat is often as uniform as a chatbot would be. There are prepared scripts for agents to use as responses to FAQs or frequently asked questions from customers. Statistics say that 29% of consumers find scripted responses frustrating because these scripts may appear insincere and repetitive.<\/span><\/p>\n

3.<\/span> \u00a0 <\/span>Bad Impression<\/span><\/h3>\n

When an agent takes a few seconds of bathroom break and a customer happens to come in through the live chat, this will make the customer wait for a response. They expect someone to always be there behind the screen to answer their inquiries, so this will end up giving the customer a bad impression that the line is unattended.<\/span><\/p>\n

Introduction to Ecommerce Chatbots<\/span><\/h2>\n

Chatbots<\/a> are programs which help in simulating engagements and\/or interactions with customers and visitors to a site or online shop. They are automatically based on a set of conditions and triggers, such as typing, clicking, or speaking.<\/span><\/p>\n

The concept of a chatbot has been around as early as the 1960s, so it is nothing new. They are now being used with online or ecommerce businesses recently. Online shopping continues to grow.<\/span><\/p>\n

Additional Facts Regarding Ecommerce Chatbots<\/span><\/h2>\n

Here are some facts to support how applying chatbots to ecommerce<\/a> websites is abruptly growing:<\/span><\/p>\n