In this current time of high competition between businesses, every company’s main aim is to improve its customer service in order to interact with their consumers. This has resulted in an increased use of online Chat features to assist clients in the search process. Some companies prefer to use a Chatbot, while the others go for a live chat. Both have the same approach, but different advantages and disadvantages.
Live Chat vs Chatbots
What are the main differences between these customer service chatbots and live chat? Before jumping on to the differences, we have to understand what these customer contact methods are?
What is Chatbot?
A chatbot is a service that is powered by rules, interacting with your customers via a chat interface. There are two different kinds of chatbots: a normal chatbot and an intelligent chatbot that works with machine learning and artificial intelligence. The normal chatbot is a simple conversation between end to end. The intelligent chatbot can specify with different chatbots available into Facebook Messenger, WhatsApp, Hike, Telegram, etc.
Pros of Chatbot
- Chatbots operate without human supervision for hours which is one of the biggest benefits of chatbots. It is, thus, a time saving and cost-effective method.
- Companies spend a lot of time on the improvement of the response time to their customers while a chatbot provides instant responses as a result of intelligent automation.
- A chatbot chats with unlimited visitors simultaneously and can handle multiple chats at any given instance.
Cons of Chatbot
- As there’s no human touch, customers miss the contact they receive from a human.
- Chatbot AI is that it’s a computerized program and doesn’t have the ability to think outside the box. Only the information that has been pre-programmed into it will work.
- If the question the customer inputs into the chatbot contains spelling errors, the chatbot might not be able to reference the correct answer.
What is Live Chat?
Live Chat is online customer service which is functioning with the help of software programming. Companies use this as a single point of contact to manage all their customer service and their online sales activities. In this live chat, the communication will be done between humans so the communication end to end is very easy.
Pros of Live Chat
- The main benefit one gets having live chat is the human touch. By being able to show emotions, they can think of the customer.
- The quality of conversation between both the ends is better as compared to chatbots. A normal chatbot can’t think, but the humans can. Therefore, a human can help customers better compared with a chatbot.
Cons of Live Chat
- The live chat can’t work for 24 hours a day, it needs humans to work.
- The response time is way slower than a chatbot.
- Humans do not speak many languages as a chatbot can.
- Live chat is more expensive than a chatbot. Your team needs to be motivated to give good customer service, and you need available trained people to do the job.
Customer Service Chatbots or Live Chat?
Which customer service method should you go for? Chatbot for a website or live chat!
The decision to use live chat vs chatbot for a website depends on your business needs. While chatbots are cheaper, faster and easier to employ, live chat provides an in-depth helpful response, but it’s costlier and time-consuming.
If you have a simple business model with the same customer questions time and time again, then using a chatbot might be the better solution.
However, if you receive a wide range of support requests, have a large catalog of products, or offer a complicated product, then live chat might be the best option for your needs. Given, you’ll need the budget to hire and train a team.
There is yet another method. You can use both the methods. The initial customer request will be handled by a chatbot, but if the questions are out of the chatbot’s capabilities to answer, then the request will be passed on to a live agent.
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