Chatbot vs. live chat: Which customer service tool does your business need?

December 27, 2019

Decide whether to use chatbots or an actual human to type responses to customers on your website.

If calling, emailing, or submitting a form on your website are the only means for your customers to reach you, you need to get with the times and make some changes.

People ask me all the time if chatbot or live chat is better. The reality is each one has its pros and cons.

Response time

The last time you were on a live chat, was your question answered immediately, or did you leave your email address and wait for them to get back to you?

I assume you had to wait.

With a chatbot however, customers get real-time solutions to their queries, and because of that, an improved customer experience.

Chatbots operate without human supervision

Chatbot can carry on chatting for several hours without any human intervention — saving you time, money, and energy.

You might get sick and tired of answering the same question over and over again. Chatbots handle it with ease and never complain.

Availability

Do you know any customer service agent that can stay on live chat 24/7?

For companies that provide 24/ 7 live chat support, it must cost them incredibly to maintain the customer service team.

Truth is, if your business isn’t available 24/7, you’re going to lose customers, because they expect you to be there whenever they need support.

On the other hand, if you are always available, your customers feel cared about and will reward you with their loyalty.

Chatbot can stay online indefinitely — 24/7, 365 days a year.

Chatbots answer simple and very specific questions

The downside of a chatbot as compared to live chat is that the questions asked to chatbots need to be in context, specific, and simple in order to get a response from a chatbot.

On the flip side, a live chat agent can answer any question that pertains to their business, and prove helpful to customers. This is missing in a chatbot.

To conclude

Live chat is great, especially if you have the resources to properly utilize it. But, gazing into the future, it certainly looks bright for AI-powered chatbots.

Chatbots aren’t here to completely replace humans in customer service (not for the moment at least) but rather to act as a tool to help us save money, time, and energy. A role in which they excel.

To get started on owning a chatbot on your website, click here.