Call Center vs. Chatbots: Which Provides Better Customer Support?
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A company must prioritize excellent customer service to build a base of loyal patrons. To achieve that, the business must choose between responding to its clientele by way of AI-powered interactive agents or actual human representatives. The question, though, is which is better between the two: call centers vs. chatbots. They both have advantages and disadvantages. In this blog, we’ll examine all of them.
1. Call Centers
For many years, call centers have served as the foundation of customer service. They entail human operators responding to consumer questions through live chat, emails, and phone calls.
- Advantages
Call centers can enhance the customer experience. First off, having a representative on the line means you’re talking to someone who gets it. When it comes to tricky issues like billing disputes or tech problems, it’s also comforting to know there’s a real person there to take care of you. Lastly, with offshore facilities manning the service desk, call center representatives are now available to customers around the clock. - Disadvantages
Call centers come with hefty operational costs for salaries and infrastructure. There’s also the long wait time for customers when call volume is high, and this can be extremely irritating for them. Miscommunication due to the agent’s inability to understand or speak clearly and those endless transfers because of a representative’s lack of knowledge are other drawbacks. Worse is talking to someone who sounds robotic and scripted.
2. Chatbots
Chatbots are Artificial Intelligence-powered virtual assistants that communicate with clients by voice or text and offer prompt answers to frequently asked questions.
- Advantages
Chatbots are available 24/7, and there’s no wait time to get help. One can get instant answers when needed. They’re a cost-effective strategy in customer service since, after the initial setup, all they’ll need are occasional updates. Chatbots can handle thousands of interactions at once, even during busy periods. Most of all, there’s consistency in the delivery of information every time, and there’s no chance of error. - Disadvantages
Chatbots can be counted out when it comes to emotional intelligence. If a customer is upset over an issue, empathy can’t be offered. If someone asks a complex question that’s beyond the chatbot’s responses, it can lead to frustration. Language can be a tricky territory, too, as slang or typos could be misinterpreted and lead to confusion. Sometimes, people just want to talk to someone, and chatbots can’t fill that need.
3. Which is Better?
Call centers can be a bit slower since customers often have to wait in queues, while chatbots offer instant responses. When it comes to costs, a call center is more expensive, whereas chatbots only require a one-time installation. With complex issues, however, call center agents can understand nuances, but chatbots can’t.
Call centers can tailor their responses based on customer needs, while chatbots just give stock replies. Also, call centers excel in emotional support, whereas chatbots are zero in that area. On the other hand, chatbots can handle volumes of inquiries all at once, whereas call centers are limited to a single call per agent.
The Final Verdict
Let’s lay the call center vs. chatbots issue to rest. They both offer clear benefits when it comes to customer care. Nowadays, companies use the hybrid approach: chatbots manage initial contact and forward the more complicated problems to human representatives. If you need to set up an effective assistance platform for your clients, contact us at Technodream Sales and Call Center Services at 702-983-8828.