I’d look at Text if customers already ask questions before buying and the same people also handle support emails. A shopper could ask about delivery in chat, get an answer from your published policy, and ask for a person if they need help with a specific order.
Read Kurt’s In-Depth Text.com ReviewHow Does Text.com Work?
You add the Text widget to your site. Your team uses the Text inbox to pick up chats and manage tickets. If the AI can’t answer or nobody picks up a transferred chat, it can create a ticket for someone to follow up.
I’d test that handoff before putting the widget on every page. Ask a question that calls for a person, then check whether your teammate can see what the visitor already asked. Here’s how I’d test an AI chatbot’s human handoff.
How Does Text.com Differ From LiveChat?
LiveChat is Text’s earlier chat product. The current Text app brings live chat, ticketing, and the AI agent into the same workspace. If you already use LiveChat, check the LiveChat migration guide before making changes to your account.
When Would I Use It?
If someone already answers product questions during the day and follows up on the harder ones by email, I’d try managing both in Text. If you only get a handful of messages a week, I’d start with a contact form and a clear reply time.
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