Which is a Better Friend? The Chatbot or Live Chat?
Did you know? The use of chatbots in the customer service landscape is growing higher. So, what differentiates the chatbot from live chat? With conversational marketing on the rise, discover which tool is the best fit for your business needs.
In times of need, customers are looking for fast solutions and speedy customer service. With 24 hour automated functionality and the ability to give you hours back in your life, we have chatbots and live chat, the outdated and traditional way to engage with customers.
But, let’s skip to the good part. Both are good at making customers happy but how do you determine which one is right for you and your team?
4 Differences of The Chatbot vs Livechat
1. Need for speedy responses
Live Chat
Live chat is a good tool for giving customers’ personalized responses.
A new customer will ask the first question and that will start a question with a member of your team – assuming that there’s someone available at the other end who can help them.
When there’s no one to help, they’ll be prompted to give their email address so you can get in touch with them in the future.
A delayed or no response can make your customer frustrated. Live chat gives you the added advantage of responding by having an agent on live chat.
Chatbot
The best in class automation strategy to provide customer service according to consumer preferences at scale and adapts to various cultural norms around language.
The chatbot is also good at instant responses. Requires high quality data and careful workflow implementation.
Perfect for simple requests like “What are the features of this CRM?”
Provide instant satisfaction for the customer. Ideal for smaller questions and concerns that somebody probably wouldn’t wait 30 minutes on the phone line for.
2. Capability to chat 24/7
Live Chat
Customers love when they can contact you or get support anytime and anywhere. This is possible with live chat.
Questions and queries can come at unexpected times too. Do you have somebody to cover time zones or your live chat has opening hours?
Chatbot
Active 24/7 and operational everyday plus the users will enjoy good CX in a B2B context.
The friend that is a helper to answer questions and resolve issues quickly regardless of time.
3. Context clues to help understand your customers
Live Chat
The member of your team can use live chat when you host live chat on your site, then a member of your team can use context clues to understand how the customer is feeling and what they want.
Activate a live chat window and begin talking. You are almost always connected to a human customer support staff – although you may have to wait a long time for the pleasure.
Chatbot
The chatbot is excellent at providing great feedback from your customers that can be used to better understand them and their journey.
A knowledgeable program that’s been trained to answer a set of questions. Some are restricted to only basic interactions while others learn and develop.
4. Implementing with ease
Live Chat
Pretty easy to implement on your website or use through channels like Facebook Messenger. They are easy to use
Actionable application that allows your employees to keep working and can get somewhat difficult.
Chatbot
Conversational marketing is becoming even more revolutionized and most customers are happy when chatbot responds to them with a quick reply
Customers are also delighted when they receive a link to know more information about a product.
“Chatbots can help businesses save on customer service costs by speeding up response times and answering up to 80% of routine questions.” – Invesp
The bot is hard to build but the user will enjoy a better experience. How developed you want it to be? Does it answer frequently asked questions or can it have a smooth and wonderful conversation with users?
It’s clear that bots are able to answer FAQs for now and you shouldn’t complicate it further. The actual creation of your chatbot might not be easy but you can find best ideas and practices on how to integrate chatbots into your conversational business strategies. Know more on how you can give a bot a branded personality to get your customers using it for their questions. Uncover how the bot can be designed and tailored perfectly for your business needs. Just imagine being available any time and any day. Get a friendly chatbot. Make customer-employee conversations easier.
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Source: https://www.digital22.com/insights/chatbot-vs-live-chat-the-differences-and-how-to-pick-the-right-one
