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“Thank you Bidvest team for your great service throughout 2024.”
- MTN
“Working with the Bidvest team is a real pleasure. We've thoroughly enjoyed partnering with a local provider for our business' WhatsApp profile - invoicing is simple and our templates are loaded and approved speedily. Prepaid24 would highly recommend Bidvest. Such a seamless process from setup to production!”
- Prepaid24
“We're incredibly grateful to the Bidvest Data Team who go above and beyond to support us with vital customer communication. Their commitment and innovation has kept us at the forefront of electronic customer engagement.”
- Sanlam Retail Mass
“Dear Bidvest team, Just wanted to take the time to say a very special thank you to TEAM BIDVEST. Everyone at OUP thanks all the people involved over the last few weeks and trust me, everyone in our organization now knows how much we can depend on Bidvest and we're all truly grateful for your efforts. Your responsiveness to our changing needs and requests is truly appreciated”
- Oxford
Explore the advantages and considerations of self-service chat and live support for South African enterprises. Discover the best approach to enhance customer engagement and support.
In today's fast-paced business environment, enterprises are constantly seeking efficient ways to enhance customer engagement while managing operational costs. Two prominent solutions have emerged at the forefront: self-service chat and live support. This comprehensive guide delves into the key differences, benefits, and suitability of each option to help South African enterprises make informed decisions on their communication strategy.
Self-service chat solutions utilize automated chatbots to interact with customers. These systems can guide users through common inquiries, assist with troubleshooting, and even facilitate transactions without requiring live human interaction. By leveraging AI-driven technology, they can operate around the clock, providing immediate responses to customer inquiries.
Typically, a self-service chat platform is integrated into a company's website or mobile application. Customers can type their questions, and the chatbot uses natural language processing (NLP) to understand and respond appropriately. Key functionalities include:
Investing in a self-service chat can yield numerous benefits for South African enterprises:
Unlike self-service chat, live support connects customers with human agents in real-time. This option is particularly valuable for resolving complex inquiries or issues that require empathy, nuanced understanding, or personalized service.
Live support typically involves a chat window that directs inquiries to available agents. Technologies used in live support include:
Live support can provide vital advantages for medium to large enterprises:
Choosing between self-service chat and live support requires evaluating your specific business needs and customer expectations. Here are some critical considerations:
For optimal customer satisfaction, consider integrating both solutions. Companies can utilize self-service chat for initial inquiries and then escalate interactions to live support for more complex issues. This hybrid approach ensures customer needs are met promptly while maintaining the personal touch when necessary.
Ultimately, choosing between self-service chat and live support should align with your enterprise goals and customer service strategy. By leveraging insights from this guide, South African enterprises can strike the right balance between efficiency and personalized support to enhance customer satisfaction and drive business growth.
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Get answers to common questions about Self Service Two Way Chat
“Thank you Bidvest team for your great service throughout 2024.”
- MTN
“Working with the Bidvest team is a real pleasure. We've thoroughly enjoyed partnering with a local provider for our business' WhatsApp profile - invoicing is simple and our templates are loaded and approved speedily. Prepaid24 would highly recommend Bidvest. Such a seamless process from setup to production!”
- Prepaid24
“We're incredibly grateful to the Bidvest Data Team who go above and beyond to support us with vital customer communication. Their commitment and innovation has kept us at the forefront of electronic customer engagement.”
- Sanlam Retail Mass
“Dear Bidvest team, Just wanted to take the time to say a very special thank you to TEAM BIDVEST. Everyone at OUP thanks all the people involved over the last few weeks and trust me, everyone in our organization now knows how much we can depend on Bidvest and we're all truly grateful for your efforts. Your responsiveness to our changing needs and requests is truly appreciated”
- Oxford
Our structured menu-driven ChatBot incorporates the latest WhatsApp features, enabling dynamic marketing content delivery. We execute workflows within the WhatsApp channel, supported by interactive web forms developed and managed by us. We deploy generative AI limited to specified content, allowing natural language processing and conversational responses based on company-restricted information.
Discover our comprehensive solution features designed to transform your business communication experience





