How chatGPT sees the future of online chat applications and online support

by Andrea R.

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published 18 February,2023

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For years I have been trying to explain to our future clients the benefits that we offer, and of which I am deeply convinced. I will not hide that when I met the phenomenon chatGPT, the first thing that came to my mind was to ask him questions about how "it" perceives our chatsupport services online "world" from which chatGPT learns.
I asked him 3 questions. I was a little afraid that he would evaluate our services as having no future, but the opposite is true. Human contact and outsourcing of online support is still a topic!

Is online chat important for business?

Andrea

Yes, online chat can be very important for business. There are several reasons why online chat should be part of your business strategy

1. It improves the customer experience

Online chat enables customers to communicate instantly and personally with your company. Customers can quickly get answers to their questions or solve problems without having to call or write an email.

2. Increases conversions

Online chat can help increase conversion rates by allowing customers to communicate with your business instantly. If customers have questions or need more information, they can get it immediately, which can lead to more purchases.

3. Improves customer loyalty

Customers like to have an easy and friendly way to communicate with your business. Online chat can help improve customer experience and thus customer loyalty.

4. Increases efficiency

Online chat enables your employees to communicate with customers quickly and efficiently. This can help reduce the time it takes to troubleshoot and answer questions.

5. It provides a competitive advantage

Many companies still do not offer online chat as a way to communicate with customers. Having online chat as part of your business strategy can give you a competitive edge and help you win new customers.

Given these benefits, online chat can be very important to your business and can help improve your customer experience and increase your profits.

Is it worth having your own online chat staff or hiring a professional service?

Andrea

The answer to this question depends on many factors, such as the size of your business, the number of online chats you run, your budget, and your expected levels of customer support. Here are some things to consider when deciding between hiring your own staff and hiring a professional service:

1. The size of your company

If you are a small business with a limited number of customers, you can afford to have your own online chat staff. If you are a larger business with a higher number of customers, hiring a professional service may be more effective.

2. Number of online chats operated

If you only have a few online chats per day, it may be easier for you to have your own staff to handle them. However, if you run multiple chats and have 24/7 availability requirements, it may be better to hire a professional service that can cover multiple chats with different time zones.

3. Your budget

Hiring a professional service can be more expensive than having your own staff, so you need to consider your budget and see what option is most effective for you.

4. Expected levels of customer support

If you expect your customers to have higher support demands and need quick and efficient assistance, hiring a professional service may be a better choice. A professional service may have wider experience and resources to deal with more complex issues.

Deciding between your own employees and hiring a professional service depends on many factors. If you have a limited number of customers and chats, having your own online chat staff may be the best option. However, if you have a larger number of chats and customers have higher demands for support, hiring a professional service may be a better option.

Is it better to chat online with a live person or a chatbot?

Andrea

Again, it depends on many factors, such as the characteristics of your business, the type and amount of customer inquiries, your financial capabilities and the expected level of customer satisfaction.

1. Characteristics of your store

If you sell complex products or services that require a more detailed explanation, it may be better to have an online chat with a live person who will be able to provide individual and personalized help. However, if you have simple products or services that don't require much explanation, a chatbot can be more efficient and cost-effective.

2. Type and quantity of customer inquiries

If your customers tend to ask similar questions, a chatbot can be more effective because it can quickly answer recurring questions. However, if customers frequently ask a variety of questions, online live chat may be a better option as an employee can provide comprehensive answers and explanations.

3. Financial possibilities

If you're on a tight budget, it may be cheaper for you to have a chatbot that can handle more chats with fewer staff. However, if you have the funds and expect your customers to demand personalized and interactive support, online chat with a live person may be a better option.

4. Expected level of customer satisfaction

If you expect your customers to demand personalized support, online chat with a live person may be a better option. A chatbot can improve over time, but it can't yet offer the same level of personalization that an employee could.

Deciding between online chat with a live person and a chatbot depends on many factors. If you sell complex products or services and expect personalized support, online chat with a live person may be a better option.

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