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If your customers are not very time-sensitive and prefer to talk with a real human, then having live chat is a better choice. You can also start conversations with a chatbot for handling repetitive questions and routing complex queries to the live support team. #2. Cost-effectiveness It is imperative to have cost-effective business decisions to increase business revenue and reduce costs. Live chat is an affordable communication channel as compared to other channels. It empowers your support team to connect with customers in real-time, preventing sales funnel dropout and ultimately delivering a better RoI (return on investment) to convert website visitors into customers. According to Juniper Research, “chatbots will help businesses save more than $8 billion per year by 2023”. The main difference between chatbot vs live chat is that the latter help can help your business save customer service costs.

It reduces the number of support tickets raised by them. Qualify leads by providing sales assistance and directing it to the sales team for further process. So, the top potential benefit of using chatbots is 24-hour sales & support assistance. With bots, you can engage your customers who reach out when your support team is not available or busy. Having good customer service available around the clock creates a positive impact on customer satisfaction and retention. You can use a chatbot solution for acquiring customer details and engaging human agents in handling complex conversations. #4.

By adopting the right technology between chatbot vs live chat, you can meet your customer expectations and improve your brand credibility. Live support agents are considered more efficient in addressing customer issues without any hassle. Humans can offer high efficiency in query resolution and complex problem-solving.

You can deliver hybrid support to your customers by providing real-time support with AI chatbots and human support for tricky questions. If human touch is important for your customers, live chat solutions can help you to boost customer satisfaction with personalized conversations. Chatbots delivering humanized touch is difficult in many scenarios. They may fail to understand the complex customer issues which can be better resolved with the help of human agents. #7. Customer Satisfaction Both live chat and chatbot technologies are geared towards modern business communication to create a unique customer experience.

By studying the most common chatbot use cases, you can build a bot that matches your business objectives. Source – Drift The key features of AI-enabled bots mentioned below help to improve customer experience. Bots are always active – With bots, you can engage your customers 24×7 by answering their FAQs promptly. Chatbots are easily scalable – Bots are easily scalable with no upper limit when there is a sudden increase in the volume or a support team is not available. Chatbots are less prone to errors – Chatbots are designed to enhance customer experience by responding with speed and accuracy.

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The additional costs may include salary costs, training costs, and infrastructure costs. The hiring process of support agents, and training them to require additional costs and time. Here is how bots help businesses to save costs: Easy scalability during peak hours – Bots are programmed to meet endless requests with great ease and effectiveness. You can scale as per requirement without any extra cost. Automating repetitive tasks – If your business receives simple queries, you can automate with the help of bots to engage customers.

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Chatbots can initiate proactive interaction when customers get stuck on a specific page such as product or pricing Bots are a better way to keep your customers engaged when the support team is not available or busy. So, based on your business requirements you can decide between live chat vs chatbot and meet your customer expectations. Key takeaways: If your business needs to respond to customers within 30 seconds, a chatbot as the first contact can be an ideal fit for your business.

Live Chat vs Chatbot: How Do You Decide? Both live chat and chatbot are predominant channels used by businesses to assist and engage customers. Both tools can also work well together. In this guide, we will discuss when it is best to select between chatbot vs live chat and which one is more suitable for your business. #1. Response Time Customer expectations for real-time help are on a very high level. Response time is one of the important attributes of customer excellence. 59% of customers are more likely to buy when brands answer their queries in under a minute. Happy customers are key to your business success. Delayed response time is one of the main reasons why customers leave your website.

Live chat acts as a perfect balance for both real-time assistance along human touch. Being conversational in nature allows communicating in a natural way for immediate and personal communication. Live chat is conversational – It allows agents to make conversations interactive and meaningful by using live customer engagement tools such as co-browsing & video chat. Live chat has a personal touch – With live chat, you can personalize your conversations, greetings, and visitors’ information which builds customer loyalty. By using visual engagement tools, agents can identify issues faster and deliver interactive visual support at the first touchpoint.

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Bots enable a simpler and seamless brand experience for customers along with reducing costs and resources for your business significantly. If you are a start-up and the cost is a key business factor of your business, a chatbot is the best solution. It will help to automate business operations without hiring resources. Live chat can be a better option when customers look for a detailed explanation of any query that is complex. #3. Availability Finding a way to provide 24/7 customer service isn’t just good for business, it is becoming a requirement. You can not take the risk of making your customers wait. 68% of customers switch to a competitor if they don’t think you care about them.

It improves your business productivity without any extra costs and resources. Suppose your business receives more than 1000 chats per day. It is not possible for your support agents to handle those many chats and deliver instant assistance. You can use the chatbot solution to scale your chats and manage your resources effectively. You can balance your scalability with chatbots and live chat to automate your repetitive queries and human support for complex queries. If you are a small or medium business and customer support cost is a major concern, investing in chatbot solutions can help you to scale easily.

The key reasons why live chat is in more demand are: Live chat handles complex conversations better – There are certain queries that require elaboration and discussion. By chatting with a live agent complex issues can be handled seamlessly with effective solutions. Live chat allows multitasking – Live chat helps to improve your team’s efficiency by allowing agents to handle multiple conversations simultaneously. You can identify the chats and route them to the right team for faster support. Why are Chatbots Important? Before we dig deeper into the importance of bots, let us know what is a chatbot and how it works? Chatbots are essentially designed for improving customer experience by automating sales and customer support. Talking about the chatbot pros and cons, bots are always-on to engage customers by answering their simple queries and pre-qualifying leads by asking relevant questions. Bots can engage customers across websites, applications, and messaging apps such as Facebook Messenger or Whatsapp.

In case customers reach out with complex questions live chat can be the best solution for your business. Live agents can comprehensively discuss and resolve the issue. However, having both solutions can help your business significantly. #6. Human Touch For every customer-centric business, the focal point is to engage customers in real-time and deliver a great customer service experience. Bain & Company says “the businesses that successfully engage with their customers were able to increase the customer spend by 20% to 40%.

Chatbot vs Live Chat: The Pros & Cons for Your BusinessArtificial intelligence (AI) has transformed the way businesses interact and engage with customers. Modern-day businesses are rapidly shifting from transactional to conversational relationships. With the emergence of chatbots, businesses are getting innovative ways of building strong relationships with customers. Marketing experts predict that before 2023, “85% of consumers will be able to manage their relationships with brands without human interaction”. Oracle says, “80% of businesses want chatbots as they are beginning to see the benefits of using chatbots for their customer-based products”. So, if given a choice between chatbot vs live chat, what would you choose to deliver superior customer service? Both communication channels create a unique customer experience for users by providing quick answers, so they don’t have to wait for an email or jump on the phone.

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Unlike live chat, where agents have to be online to chat with a customer, chatbots are available 24×7. You never know when your customers try to reach out. If you miss out to engage them, certainly they will leave your site. With chatbots, you can deliver real-time support to your customers, which makes them satisfied and their lifetime value of the customer increases. As per Deloitte, “62% of companies view customer experience delivered by a brand as a competitive differentiator”. By automating your regular sales and support tasks with bots you can engage customers in better ways: Provide answers to customers that are relevant and effective.

But they might lack the ability to think and adapt complex questions where the customers might need answers they can rely on. Even with Machine Learning (ML) and Natural Language Processing (NLP), it is difficult for a bot to handle complex queries. While a live support agent can help to develop an emotional connection by identifying the right pattern and can offer other related advice to solve issues. If we talk about customer psychology, at times customers expect empathy during a problematic situation. And bots can’t empathize. If there is no live support, it may create an impression that your brand is cold and impersonal. If your business requires handling FAQs faster with little human intervention, chatbots can be the best solution to manage first-level support.

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