Three benefits of a live chat service include the following:
1) Ability to design the live chat inquiry form to identify the website visitor's needs.
2) Architect the flow so an inquiry goes to the correct person or department.
3) Design live chat to target different subjects on different web pages.

Live Chat Function

Chatbots are primarily used to enhance the customer experience. Because they are reliable and can receive messages 24/7 or according to a schedule you establish, this is the perfect method to never miss a potential customer. Humans, at your end, don’t get involved until it's necessary, which reduces your labor cost. The dreaded SPAM messages can be easily discarded and ignored. Plus, the inquiries are saved online in a database for future use, such as in a newsletter.

Common Use For Chat Service

Chatbots are most commonly used on business websites. The inquiry form used by a live chat, called a pre-form, collects visitor information before they connect with your live chat agent—you or your designated employee. This means your website visitor is already engaged, and with the information on the inquiry form completed, the person responding knows exactly what the inquiry is covers.

For example, let’s say you are a service contractor—a plumber. You design the inquiry form to be your sales funnel. In a typical scenario, your first question, after collecting the visitor's name, email, and phone number is, "Is your project a new construction or remodeling project?” Next question, is it a home or business project? Next, the potential customer completes a text area to describe the scope of work necessary. Last question on your form, What is the time frame to start the project?

In that example, you have all the necessary contact information plus some work. If you happen to miss the chat, that information is automatically sent to the email you established when setting up the bot.

Chatbots are a win-win. Your potential customer wins because they send you a specific information request. You win because you can chat or just receive the message and answer when you have time. Chat is a function to connect with potential clients and it also provides the perception your site is using expert technology. The costs are reasonable to get started.

How It Works


Artificial intelligence (AI) algorithms build conversational chatbots with text or voice-based communication. There are three types of chatbots.

1) An AI chatbot responds to questions posed to it in natural language as if it were a real person. It responds using a combination of pre-programmed scripts and machine learning algorithms. When asked a question, the chatbot will answer using the knowledge database that is currently available to it.

2) A static chatbot that collects information or provides defined answers that you have provided into the back end of the chat bot. One example is a FAQ. You type in common questions and then also provide the answers to those questions. Your website visitor will select a question and then view the answer you provided.

3) A combination of the two chatbots above, meaning some conversation is AI-generated and other information is provided by the design of the bot.

Published 1 April, 2023