{"id":2346,"date":"2024-08-14T21:41:43","date_gmt":"2024-08-14T21:41:43","guid":{"rendered":"https:\/\/getleadster.com\/blog\/?p=2346"},"modified":"2024-11-07T02:48:16","modified_gmt":"2024-11-07T02:48:16","slug":"chatbot-support-2","status":"publish","type":"post","link":"https:\/\/getleadster.com\/blog\/chatbot-support-2\/","title":{"rendered":"How to Transition from Chatbot Support to Human Support – and vice versa"},"content":{"rendered":"\n

Chatbot support<\/strong> greatly facilitates the customer service routine in any company. However, it by no means replaces human support.<\/p>\n\n\n\n

And it\u2019s not even worth trying. When it comes to customer service, it\u2019s always better to start with a chatbot support and, if necessary, proactively offer human support.<\/p>\n\n\n\n

This is because the chatbot support organizes the queue of requests while, if possible, resolving user inquiries.<\/p>\n\n\n\n

Today\u2019s article addresses this topic: to what extent should chatbot support be used? And how can the transition to human support be made in the best possible way?<\/strong><\/p>\n\n\n\n

Let\u2019s dive deeper into this subject. We\u2019ll also explore the other main type of chatbot available on the market: the one designed to generate leads.<\/p>\n\n\n\n

Let\u2019s begin:<\/p>\n\n\n\n

Understanding the Two Main Types of Chatbots Available Today<\/strong><\/h2>\n\n\n\n
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Chatbots are highly versatile tools and can be used for various purposes.<\/p>\n\n\n\n

Today, the two main purposes for chatbots in the market are support and lead generation.<\/p>\n\n\n\n

Support is usually provided through specific platforms that offer direct assistance on websites, via SMS, WhatsApp, and Telegram.<\/strong><\/p>\n\n\n\n

Meanwhile, the focus of lead generation chatbots is slightly broader: they work directly on your website to automatically qualify leads.<\/p>\n\n\n\n

It\u2019s important to understand the functioning of these two types of chatbots to have a clear idea of what to expect from them\u2014how far they go and what they typically offer.<\/p>\n\n\n\n

Let\u2019s explore this further!<\/p>\n\n\n\n

Support Chatbots<\/strong><\/h3>\n\n\n\n

Support chatbots operate in a straightforward manner.<\/p>\n\n\n\n

They can be configured in various ways and have different levels of functionality depending on the platform chosen.<\/p>\n\n\n\n

Don\u2019t worry, as we\u2019ll discuss chatbot support<\/strong> and the differences between platforms throughout this article.<\/p>\n\n\n\n

But in summary, chatbot support<\/strong> aims to provide simple options for resolving basic issues for the user.<\/p>\n\n\n\n

And it goes a bit further as well: it seeks to offer a conversational approach from the first interaction, even if the issue isn\u2019t resolved and a human interaction is required.<\/p>\n\n\n\n

Many requests are simple to resolve and can be handled directly by the chatbot. Banks, for example, offer most of their services through chatbot support.<\/strong><\/p>\n\n\n\n

These services include problem-solving and requests that you used to handle in person or by talking to your bank manager.<\/p>\n\n\n\n

This is the primary role of chatbot support. But what about its counterpart? How does a lead generation chatbot work?<\/p>\n\n\n\n

Let\u2019s discuss this in more detail in the following section. Join me:<\/p>\n\n\n\n

Lead Generation Chatbots<\/strong><\/h3>\n\n\n\n

Lead generation chatbots work a bit differently. Their primary concern is converting website visitors into leads.<\/p>\n\n\n\n

These chatbots are the natural evolution of forms on landing pages.<\/p>\n\n\n\n

For these chatbots, human interaction isn\u2019t necessary. In fact, there isn\u2019t even support for human interaction.<\/p>\n\n\n\n

All the work of a lead generation chatbot is automated, which is its main advantage over other types of chatbots.<\/p>\n\n\n\n

Types of Support Chatbots<\/strong><\/h2>\n\n\n\n
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Support chatbots vary significantly, especially in the features they offer.<\/p>\n\n\n\n

The overall design of these tools doesn\u2019t change much. They all operate similarly in customer service.<\/p>\n\n\n\n

But it\u2019s their features, what\u2019s under the hood, that makes all the difference.<\/p>\n\n\n\n

This difference, by the way, impacts the tool\u2019s selection process.<\/p>\n\n\n\n

Let\u2019s now explore the types of chatbots based on the resources they offer.<\/p>\n\n\n\n

If you want to delve deeper into the topic, I suggest reading our more comprehensive article, which covers 10 types of chatbots in detail. Access it below:<\/strong><\/p>\n\n\n\n

\u27a1\ufe0f 10 Types of Chatbot and How To Choose the Best<\/a><\/p>\n\n\n\n

Now, let\u2019s learn more about the types of support chatbots.<\/p>\n\n\n\n

Rule-Based Chatbots<\/strong><\/h3>\n\n\n\n

These are the simplest types of chatbots to configure.<\/p>\n\n\n\n

They are chatbots that don\u2019t independently converse with users. Their operation is based on pre-defined flows and rules.<\/p>\n\n\n\n

This is the case with WhatsApp chatbots, for example.<\/strong><\/p>\n\n\n\n

Since these chatbots are simpler, the rule here is clear: chatbot support should go as far as the chatbot can handle.<\/p>\n\n\n\n

There are inquiries that are too complex for this type of chatbot. Most of the time, it operates more simplistically, resolving basic requests with the help of company systems.<\/p>\n\n\n\n

This applies to the bank chatbots we mentioned earlier. WhatsApp requests use this model to resolve practical issues, like generating a second invoice or increasing credit limits.<\/p>\n\n\n\n

Typically, this chatbot operates in two distinct ways:<\/strong><\/p>\n\n\n\n