When to Use HubSpot Live Chat
Using chatbots is an excellent addition to your lead nurturing strategy, but until the robot revolution occurs (2125, maybe?), they can’t replace human interactions. When it comes to the chatbot vs. live chat debate, here are the top four times you should use live chat:
1) To Provide Pricing Options or Quotes
Users with questions about pricing or quotes are likely very warm and ready to buy. These delicate situations are best handled by a trained sales rep who can promptly respond to their questions and offer options to better meet their needs.
When their money's on the line, users want to make sure it’s being spent on the right stuff. 30% of people worry that a chatbot would make a mistake, such as purchasing the wrong item or making the wrong reservation. Talking to a live person helps users feel more confident in their purchase and allows your sales team to do what they do best — sell!
2) To Respond to Negative Feedback
Responding to negative feedback can be an unforgiving obstacle course. It requires a level of finesse that can only come from a live human empathizing with and responding to the user.
While AI is certainly growing in its ability to interpret context, most basic chatbots are not able to pick up on the clues and tones of language the way that a live person can.
Moreover, the pre-scripted responses of chatbots can be frustrating for your already agitated users. It’s not worth the risk of escalating a situation that could be more efficiently resolved by a simple chat with a real person.
3) To Answer Complex Questions
Though businesses find chatbots incredibly useful, 47% of users feel that chatbots give too many unhelpful responses. That’s why they should be reserved for specific situations, while real people should handle more complex chats.
What qualifies as a complex question? That might vary from business to business. Generally, if your answer to a question stays the same no matter who asks it, it can probably be handled by a chatbot. If your answer to a question changes based on various situations or variables, it should probably be handled by a live person.
4) To Ask Open-Ended or a High Volume of Questions
Basic marketing chatbots ask a question and provide a set of answers for the user to choose from. They often disable the user’s ability to type in an open-ended response due to the chatbot’s limited ability to interpret long-form responses.
In situations where you want to ask the user open-ended questions, HubSpot live chat is the preferable option. In addition to asking the open-ended question, you can then ask follow-up questions based on their responses. This type of tailored experience can be challenging to create in chatbot form since it can’t think on the fly as a person can.
Live chat is also better suited for asking a high volume of questions. Most people don’t mind answering a few qualifying questions for a chatbot, but being asked an influx of questions by a chatbot can be annoying. A live person can work the questions into the conversation more naturally to improve the user’s experience.
Chatbot vs. Live Chat
In the end, a simple answer is that you should be using both a chatbot and live chat. Each comes with its own benefits and challenges, but they are stronger when used in conjunction!
Get The Latest From
Download our eBook and get advice from 8 CEOs of Inc. 5000 companies in their own words.