Leverage Live Chatbot Integrations For Customer Support

Discover how a simple live chatbot integration can boost the customer support experience provided by your business in this article.

Leverage Live Chatbot Integrations For Customer Support
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Jul 8, 2024 10:18 AM
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Unlike traditional chatbots, live chatbots don’t simply rely on rule-based automation. They leverage conversational AI, generative AI, and other kinds of artificial intelligence to combine automated responses with the ability to connect users to live agents.
Read on to learn how exactly they can boost the customer support experience in your business.

What Is a Live Chatbot Integration?

Live chatbots may exist in the form of integrations, allowing you to create a seamless connection between your systems and the chatbot platform. As such, you can easily incorporate the chatbot and leverage your existing data.
Live chatbot integrations can interact with your website visitors in a few ways:
  • Provide accurate information from knowledge bases: You can train your AI chatbot with FAQ pages, knowledge bases, and other supporting documents. When asked, it can reference these resources and suggest them to users.
  • Collect important information: You can configure your live chatbot to ask for crucial information for better context about the user’s query. Consequently, you can use such information for other purposes, such as lead generation.
  • Handover to live agents: If the AI can’t confidently answer a complex question, it can seamlessly transfer the conversation to a live customer service agent who can provide the necessary expertise.
You can connect these live chatbot integrations either by using pre-built connectors or configuring API access. However, some chatbot platforms make it easy. For example, My AskAI, an AI chatbot platform known for its affordability, lets you integrate it into your website with just one line of code.

Factors to Consider in Live Chatbot Selection

So, how do you ensure that your business uses the best live chatbot integration? Consider these three factors.

Budget

Most live chatbot platforms offer their services using subscription models, which provide varying access to features, customization options, and AI capabilities. Make sure to use a subscription tier that aligns with your current budget.
Platforms that offer integrated reporting capabilities, CRM features, and advanced options might cost a premium.
Some platforms might offer per-resolution rates instead of access subscriptions.

Effectiveness

Consider what tasks the chatbot will handle. If you only need it to handle basic questions and produce FAQ-backed results, opting for a simpler chatbot might suffice. However, you might also want to consider the following factors for more advanced applications:
  • CRM features: You can use your live chatbot integrations to collect customer information. Similarly, connecting your chatbot to your CRM system lets you access important customer data for a personalized interaction. Such data may include past complaints, recent purchases from your business, and other information.
  • Social media integration: Integrating your chatbot into various social media platforms enables customer support where your audience is already active. This also allows you to provide in-context responses, which leads to a more efficient resolution process.
  • E-commerce compatibility: Some chatbots can also check order status, recommend products, or handle some simple processes like product returns. Adding something like that to your website can also improve the customer purchase experience.

Customization

Ensuring that the chatbot has the right toolset to show your branding and tone is crucial to making users feel assured of the AI-based support they are receiving.
A great example here is My AskAI’s customizations, which allow you to incorporate brand colors and logos into the chatbot. You can also set custom answers to control your chatbot’s responses.

Best Practices for Chatbot Integration

To ensure that your live chatbot performs well and enhances your customer support, consider following these best practices.

Control the Chatbot’s Behavior

When integrating a live chatbot into your website, make sure to state its purpose and limitations clearly in a welcome message. This way, users will know the extent of its capabilities and won’t be disappointed.
Place the chatbot window strategically on your website. Avoid blocking important content, but ensure it’s easily accessible, such as in the bottom corner of the screen. Additionally, make the option to escalate to a human agent highly visible to ensure that users can switch seamlessly.

Ensure a Responsive Interface

Provide clear menus to allow users to navigate the chatbot conversation easily. Some ways you can achieve this include using clear fonts, intuitive button placements, and a design that aligns with your branding.
Ensure the chatbot responds promptly to user queries. Long delays can lead to frustration and abandonment. This might also indirectly give the impression that your AI is poorly made and cannot respond well to the user’s queries.
Transparency matters a lot for users. So, ensure that you clearly explain how user data is collected and used. Preferably, display your privacy policy and obtain user consent before letting them interact with your chatbot.
After collecting the data, ensure that your servers and chatbot platforms adhere well to relevant industry regulations, including data protection laws like GDPR and consumer protection policies.

Maximizing the Benefits of Live Chatbot Integration

To truly maximize the benefits of your live chatbot integration, apply the following tips:

Pair Your Chatbot With Lead Generation and CRM

You can actively design a conversation flow for your chatbot that helps you generate leads. For example, you can ask qualifying questions to users, allowing you to gather their contact information, understand their needs, and gauge their purchasing intent.
You can also integrate the chatbot with your CRM system to access user data and personalize interactions. This way, your chatbots can address users by name, reference past purchases, or recommend products based on browsing history.

Leverage Reports for Chatbot Improvements

Monitor key chatbot performance metrics like user engagement, resolution rates, lead generation, and customer satisfaction. You can access these metrics either manually or automatically, depending on the chatbot platform you use.
My AskAI offers actionable insights reports that let you identify common user pain points and questions your chatbot can’t answer. After reviewing this information, take appropriate steps to enhance your chatbot's capabilities.

Conclusion

By combining AI capabilities with seamless agent handoff, live chatbot integrations can help your business deliver quality customer support while maximizing efficiency. If you're running a small- to medium-sized business, consider using My AskAI to incorporate a live chatbot integration into your website without breaking the bank.

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Written by

Alex Rainey
Alex Rainey

Alex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.