Both live chat and chatbot are good options to engage your customers, but what’s the difference between the two? What should you choose? How do they affect your business? Let’s find out!
Key benefits of chatbots
1. Chatbots are available 24/7, so customers can get help whenever they need it.
2. Chatbots can handle multiple chats at once, so customers don't have to wait their turn.
3. Chatbots never get tired, so they can provide a consistently high level of service.
4. Chatbots can be programmed to understand natural language, so they can communicate with customers just like a human would.
5. Chatbots can be customized to each individual business, so they can provide a more personalized experience for each customer.
6. Chatbots can be integrated with other software, such as CRM systems, so businesses can get a complete picture of the customer's journey.
What is a chatbot?
A chatbot is a computer program that simulates human conversation, usually through text or voice messages. Chatbots are used in a variety of industries, including customer service, marketing, and sales. What can chatbots do?:
Chatbots can answer basic questions about products.
Chatbots can help you find specific products on the website
Chatbots can also help answer more complex questions like Where are my order details?
It’s important to note that when customers use a live chat app, they have to pay for it. There’s no cost associated with using a bot-chat.
Pros and cons of using chatbots
There are pros and cons to using chatbots when compared to live chat.
On the plus side, chatbots are available 24/7 and can handle multiple chats simultaneously. They can also provide automated responses to common questions, which can free up your customer service team to handle more complex issues.
On the downside, chatbots can sometimes give inaccurate results or get stuck in loops. They also can't provide the same personal touch that a live person can.
Ultimately, it's up to you to decide what's best for your business and your customers. If you have the resources to staff a live chat team around the clock, that may be the best option.
Are you ready for it?
The live chat vs chatbot battle is one that's been waged for some time now. Each has its own pros and cons, but which one is right for your business? Let's take a look at how chatbot helps the customer experience when compared to live chat. Firstly, chatbots are free (unless you want them to have special features). With free live chat software, you have to pay for the hosting plan and an additional fee for every agent. Secondly, bots offer more customization options than just chatting with customers on websites or apps. Thirdly, it's easy enough to provide automated responses from bot responses without having someone always on call who could get burnt out from taking so many calls during their shift (i.e., I'm sorry but I can't do that.) Finally, chats with a bot will never be interrupted by other tasks or phone calls like they would be if you were working in a physical office.
Choosing the right platform
When it comes to choosing between a chatbot and live chat, it's important to consider your needs as a business. If you're looking for free live chat app, there are many options available. However, if you need a more robust solution, you may want to consider a paid live chat app. Additionally, it's important to think about how you'll use the platform. For example, if you need to scale quickly or if you have high demands from customers, a chatbot may be a better option.
A chatbot helps the customer experience in many ways when compared to live chat. First, a chatbot can handle multiple chats at once, whereas a live chat agent can only handle one chat at a time. This means that a chatbot can help more customers in a shorter amount of time. Second, chatbots are available 24/7, whereas live chat agents typically have set hours. This means that customers can get help whenever they need it, not just during business hours.