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Live Chat Vs Chatbot: Which Is Right For Your Business?

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Sudhir
Live Chat Vs Chatbot: Which Is Right For Your Business?

How do you get your customers to spend more time on your website? If you’re like most businesses, the answer involves creating an engaging website that converts browsers into buyers. For many online businesses, this means using live chat or chatbots, but which one is right for your business? Keep reading to find out more about live chat and chatbots and when to use each one in your business!


Why live chat is better than a chatbot

With a free live chat app, like Live Person, you can choose to include a chatbot on your website—but with more than 80% of site visitors browsing on mobile, isn’t it time to ditch that clunky chatbot for an immediate human connection? Here are three reasons why live chat is better than a chatbot. Read on! 1. Live chat has a human touch. A live agent behind a live chat app can answer questions and help solve problems in real-time, whereas even today’s most advanced AI systems cannot match that level of service (and will never be able to). Also, customers love interacting with humans; just look at how well customer service calls have done in customer satisfaction surveys over recent years!


Why a chatbot might be better than live chat

Because there’s no need to install any software, chatbots are free for businesses to use and cost nothing extra. Meanwhile, free live chat apps (such as Facebook Messenger or WhatsApp) can be limited on features, more time-consuming to set up and harder to use. Think of it like ordering a pizza; you don’t call your local takeaway to save money, you go online and get yourself a deal—same goes for making that order via a chatbot rather than going through human support.


How does each work and what makes it different?

Live chat works through a special app, which allows real-time communication between you and your potential customers. When someone wants to reach out to you about your products or services, they enter a chat box on your website. Your chat software routes the message to the correct staff member and creates a customer service experience that’s both personal and effective. This can be done through free live chat apps like Click2Magic, Olark, LiveChatInc., SnapEngage and many others.


When is it time to choose one over the other?

With so many live chat solutions out there, it can be difficult to know which one is the best fit for your business. Live chat and chatbots both have benefits, but each one serves a different purpose in the customer service process. Depending on your goals and budget, choose the live chat solution that best fits with your business needs. When it comes to live chat vs chatbot, here are some questions you should ask yourself: How much do I want to invest in my live chat software? How frequently will customers need assistance through live chat? Is my audience comfortable with new technology or would they prefer face-to-face contact? Are my customers more likely to use mobile devices or desktop computers when visiting my website or app?

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