previous icon Back to blog
Nov 29, 2021
5 minutes read

Chatbot vs. Live Chat: Which Is Right For You?

Chat is becoming many customers’ favorite way to communicate with brands. From getting problems solved quickly to finding out more information about products or services, chat is always fast, efficient, and doesn’t involve the long-wait times typically associated with phone calls or rounds of back-and-forth emails.

When it comes to offering chat on your website, you have two options: live chat (which involves customers talking to a salesperson or customer service rep in real-time) or a chatbot (where customers can interact with software that offers answers based on a pre-written script or on a flow triggered by keywords or intent.)

Chatbots fuelled by artificial intelligence use NLP and machine learning to understand and analyze conversations with people and tailor their responses by drawing on pre-defined answers, an educational database, or previous conversations with customers. These bots are even able to handle transactions.

In this article, we explore the benefits of both live chat and chatbots and why you should consider both to meet your customers’ needs. Let’s jump in!

What is the difference between live chat & chatbots?

Live chat involves a live conversation between a company’s employee and a customer or lead. Chatbots on the other hand, refer to an automated conversation with a customer/prospect and software. Chatbots can answer a range of pre-defined questions, such as, “What are your opening hours?”, or “Do you deliver to Seattle?”. More sophisticated AI chatbots can help customers with tasks such as subscription renewals, changing an address, or ordering food.

The benefits of live chat

  • Meeting customers’ need for human interactions

With live chat, customers or prospects can engage in direct conversations with customer support employees or salespeople. One-to-one support has always been an essential part of delivering a great customer experience and 70% of consumers say they desire human interactions when it comes to these customer support conversations.

Users site personalized interactions as key to their positive experience of a brand. When customers are feeling stressed and overwhelmed, a warm, helpful, and supportive conversation with an agent can go a long way to take the edge off their stress and help them feel like your company cares about their problem.

  • Get a deeper understanding of prospects and customers

While you can review chat transcripts to find out more about the concerns of your prospects and customers, live chat gives you the opportunity for a deep dive into a person’s experience. With live chat, agents can ask questions that explore customer issues in more depth, helping them to gain a better understanding of the user.

  • Tackle complex problems

Live chat is also a great channel when it comes to combining fast and efficient response times with the ability to resolve complex customer problems. Live chat gives users the opportunity to discuss their complicated problems with a knowledgeable customer service representative.

msc-platform-live-chat

The benefits of chatbots

  • Cost-efficient

Particularly in the case of larger companies or those looking to scale, investing in chat software is far more cost-effective than hiring several new employees to engage in online chats. AI-powered chatbots can reduce the costs of customer service by up to 30% — in contrast to the $1 trillion companies spend on customer calls every year.

  • Effective in nearly 70% of cases

While live conversations with agents offer an awesome opportunity to tackle more complex customer issues, chatbots continue to become more and more sophisticated each year. Comm100 reports that chatbots can successfully handle an average of 68.9% of chats from start to finish.

  • Unbeatable response times

90% of customers rate an immediate response from customer service to a question as “important” or “very important.” Chatbots can deliver near-immediate responses to customer queries. In addition, chatbots can provide 24/7 responses, providing immediate support whenever customers need it.

scripted-chatbot-right

What to choose: live chat or chatbot?

Chatbots and live chats both provide unique benefits. From the immediate responses and 24/7 availability that you find with chatbots to the hard-to-beat human interactions live chat delivers, each addresses different customer pain points and fulfills different customer needs.

Depending on your business, but also on your needs and your customers' preferences, choose what suits you best. In e-commerce for example, live chat can attribute to - and increase conversions. A quick personal interaction can take away small doubts. In utilities, with many repeating questions and standardized actions, an advanced AI chatbot might be the best solution.

Always have your use case in mind before choosing a chat solution.

Chatbots and live chats: a dynamic combination

The best of both worlds? By providing a hybrid solution, you can offer immediate, round-the-clock response times with the assistance of chatbots. In addition, you can also set up chatbots to pass more complex issues onto customer service representatives, where live agents can provide emotional support and in-depth guidance.

Moreover, by combining live chat with chatbots, you can ensure conversational continuity by using chatbots to collect and pass on data to live agents – reducing the need for customers to repeat themselves. You can also protect your customer satisfaction and retention rates by routing customers to live agents that can provide in-depth support based on their expertise.

Chatbots and live agents work in tandem to meet complex customer needs and provide well-rounded and timely support to your customers. Bring together live chat and chatbots with Conversational AI Cloud and Mobile Service Cloud.

Want to Know More About Live Chat & Chatbots?

Was this article interesting?
Share it!
CM.com
connects tens of thousands of companies with millions of consumers via their mobile phone each day. Behind the scenes, from our innovative platform, CM.com makes sure companies can use these millions of messages, phone calls and payments to become part of people’s lives.

Latest Articles

Logistics & Transport blog image_sms
Jun 05, 2024 • SMS

How to Improve Your Delivery Service With SMS Notifications

If you're active in today's transport and/or delivery business, you'll face new challenges to keep your customers happy on a daily basis. Customers expect fast and flexible, and sometimes even same-day, delivery. Time is money, costs need to be cut, and regaining control of the delivery process will significantly benefit your business. SMS can make a difference!

whatsapp-business-blog_image-tracking-order-updates
Apr 09, 2024 • WhatsApp

How to Use WhatsApp for Tracking and Order Updates

Even the most easy-going among us can get a bit nervous if we don't know what's going on with our order. We've all been there, combing through our emails from the past month searching for payment confirmation, or fretting about whether our product has accidentally been shipped three-quarters of the way around the world to an unknown location, never to be seen again.

whatsapp-business-blog_image-abandoned-carts-stock-wishlist
Apr 09, 2024 • WhatsApp

How WhatsApp Business Can Help With Abandoned Carts Recovery

Picture the scene as a customer: we've made the decision that we're going to buy something and we've added it to the cart, but for whatever reason, we don't follow through with the transaction. Sometimes we forget that we've added items to the cart; other times the phone rings just as we're about to click pay and we forget about it. On other occasions, we see something at the last minute that we don't like the look of that makes us think twice about buying.

whatsapp-business-blog_image-deals-offers
Feb 11, 2024 • WhatsApp

Increase Conversion With Promotional Messages on WhatsApp

In an age of mass marketing, as well as constant TV, internet and email advertising, it’s safe to say that sales periods can be something of an overwhelming experience for consumers around the world. Inundated with information from companies, people could be forgiven for wanting to switch off their phones, radios and televisions and ignore all forms of marketing until the sales period is all over. As an eCommerce owner, you should always be looking to avoid this by diversifying your marketing strategy in a way that suits your customers needs and sensibilities.

WhatsApp business blog with chatbot helping a lady
Jan 25, 2024 • WhatsApp

How to Use WhatsApp Business for Service Automation

The process of refunding or replacing a product is an inherently sensitive situation that can quickly turn into a source of tension or frustration for customers and businesses alike. Let's face it, when we as consumers are looking for a refund or replacement of a product that we’re unsatisfied with, the idea of having to scroll through lengthy pages of information that may or may not be relevant to what we need to know doesn't exactly fill us with joy; nor does the idea of spending extended lengths of time on hold with customer service.

CM.com ChatGPT blog logos
Apr 04, 2023 • Conversational AI

Unlocking the Potential of ChatGPT and Large Language Models: A Product Manager's Perspective

With the advent of ChatGPT, it feels like we’re venturing into a whole new world. Everyone can ask questions and give commands to what is perceived as an “omniscient” chatbot. Within a single week, it acquired 1 million active users. Big Tech got shaken up with Google introducing their LaMDA-based “Bard” and Bing Search incorporating GPT-4 with Bing Chat. There seems to be no limit to the enthusiasm. But what is ChatGPT? What does it mean for businesses? We discussed this with Arman van Lieshout, Product Manager at CM.com for our Conversational AI Solution.

eCommerce Add On Tech Stack blog image
Mar 23, 2023 • Chatbots

Let’s Talk about the Benefits of Integrating a Chatbot with your Current Tech Stack

At CM.com, we've noticed that more and more people are interested in employing our chatbot as a virtual communication channel to help them streamline their eCommerce practices and improve the overall experience they offer to their customers. However, we’ve also noticed that one or two of our clients are unsure about whether they should replace their current systems with doing so.

whatsapp-business-blog_image-customer-feedback
Feb 03, 2023 • WhatsApp

Collect Customer Feedback With WhatsApp Business

Customer feedback is a vital part of any business as an essential point of contact between the buyer and the seller. However, obtaining good quality feedback can have its obstacles. Giving and collecting information in traditional customer surveys can often take time and effort for consumers and businesses.

Conversational AI Cloud web conversations blog woman chatting chatbot
Jan 30, 2023 • Conversational AI

How to Design and Customize Your Website Chatbot Without Coding

Chatbots can be a gold mine, but doesn’t it require much effort? Don’t worry; there’s no need to hassle your developers. You can design and implement a no-code chatbot on your website. In this article, you’ll find out why you’d want a chatbot and how it can look on your website.

Is this region a better fit for you?
Go
close icon