![]() ![]() Chatbots can answer basic questions and perform tasks like recommending products, making airline reservations, and collecting feedback. A chatbot is AI-enabled technology that mimics human conversation. With omnichannel support, customers no longer have to start from scratch if they switch from chat to phone - they're chat history is saved and accessible to the phone agent.Ī more recent enhancement to the live chat experience is the incorporation of chatbots. This took live chat customer service out of its silo and integrated it with other support channels in order to provide consumers with a seamless customer experience. Perhaps one of the most impactful things to the quality of live chat has been the adoption of the omnichannel approach to customer service. Live chat customer service has been improved over the years as technology has evolved and companies have taken a more holistic approach to customer support. Customers rate live chat customer service highly as a preferred method of communication with businesses and, with more and more businesses offering it as a support channel, live chat is quickly becoming a "must have" for customer service. Younger channels, like SMS and social messaging, may be nipping at its heels, but live chat customer service is still going strong - gaining users and benefiting from significant technical enhancements. Live chat has been used for customer service for a couple of decades, making it one of the elder statesmen of digital channels. Live chat customer service - getting better all the time.
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