Chat channelsare technologies that allow businesses to have live conversations with customers. Email and webforms are still popular ways for customers to get in touch with businesses, but they aren't always convenient or the best way to get in touch with businesses.

Web chat apps can have humans, chatbots, or a mix of both. Virtual assistants like Amazon's Alexa, Apple's Siri, and Microsoft's Cortana are becoming more and more popular for marketing, voice commerce, and follow-up support calls. Social mediamessaging apps are also used by brands so that they can talk directly with their clients. All of these ways allow retailers to solve problems and build customer loyalty more quickly, which helps them make more money.

Types Of Chat Channels

Phone

The most basic way to chat with businesses is to call them. Customers can talk to live call center agents, an integrated voice response (IVR) system, or a mix of both. However, most call centers have set businesshours, which makes it hard for some customers to connect at a time that works for them. It's true that IVR systems can help with some things outside of businesshours, like paying a bill, but they are limited in the types of questions they can answer.

Website Chat Applications

Many business websites have a "click-to-chat" button that customers can hit when they need help. In this case, the chat is called "reactive chat." A chat window will pop up where people can describe what they're having, and they'll be able to talk to a live call center agent right away. Also, a chat window may open up automatically when users do things that are business rules, like stay on a checkout page for a long time. The message window may ask if the customer has any questions, which makes them want to keep going through the checkout process. People who are willing to help each other out are called "proactive chat."

The live chat option has been dropped by a lot of businesses. Instead, they use chatbots and virtual assistants to talk to customers, rather than people. Both of them are made with AI technologies, like deep learning and natural language processing, but they are very different. For example, the Alaska Airlines website has a virtual assistant named Jenn who can help you. Users type in a question, and Ask Jenn gives an answer. A response comes up in the chat box, and the AI also sends you to another page for a more detailed answer. There is no need to call during business hours to talk to a person when you use the virtual assistant. However, if the AI doesn't understand a question, it will give you a link to call customer serviceand talk to a real person. The Bank of America mobile app also has an AI agent named Erica who can answer some of the most common questions that people ask.

Social Media Messaging Apps

Many businesses also have social media pages, like Facebook, so customers can talk to them. This lets them connect with them. A lot of businesses let customers contact them directly through messaging apps, where either a person or a chatbot can answer questions. This is in addition to messages that can be posted on their walls. They say that some businesses, like Sears and Macy's, may not respond for up to an hour. People like Xfinity use AI to get back to you in a few minutes, but there is also the option of talking to a live person.

SMS Messaging

People in industries like health care and banking send texts through SMS messaging, which is also called text messaging. SMS messaging is also called text messaging. The patient may get reminders about appointments and refills in the health care field. In travel and tourism, the traveler may get gate change and flight status updates, check-in reminders, and other information about flights and gate changes. Businesses in retail send coupons and promo codes to customers, which saves paper that would have been sent in the mail. This helps cut down on waste.

Voice Commerce

Alexa, Siri, and Cortana are all virtual assistants that can read and understand spoken commands. A lot of companies make voice-activated devices, like the Amazon Echo, that let you use websites to buy things without having to talk to a person.

Bottom Line

If you want to get customer service, there will always be people who want to talk to someone on the phone or in person. But more and more people are looking for help through digital channels, like live chat.

To start offering help via live chat now is the best way to do it. To meet the needs of modern shoppers and boost your brand's bottom line, you should do this.