Chatbots is similar to a robot that has been taught a set of questions to answer. You can ask them questions that you would like and they will answer your questions. Let’s take an example, if you want information regarding weather conditions, then you can start a conservation with a bot and it gives you information related to your query.
Live chat is an online customer service system that helps to chat with the customers in real-time. In the live chat, the interaction is carried by a human.
Which is appropriate for your business, Chatbot, or Live Chat?
If you are in a dilemma which to choose either Chatbot or Live Chat for your business, Let’s know some of its benefits of chatbot and Live Chat. After knowing about this, it surely helps you to figure out which best fits your business.
Benefits of Chatbot
1) 24/7 Availability
The main benefit of a chatbot is they don’t sleep or take holidays. Chatbot provides services at any time. Thus when customers ask any questions, they do not have to wait for the response. The bot immediately responded to their questions.
2) Management of multiple clients
A chatbot can respond to multiple clients at the same time. But a human can only serve limited numbers of clients at a time. So this is another advantage of using a chatbot.
3) Saves Time and Money
Chatbot benefits your business by providing quick answers and solutions to customers for simple queries. So customers become happy and satisfied in getting quick and effective responses. With a chatbot, there is no need to hire an employee and train them to provide customer support.
Benefits of Live Chat
1) Better Interaction
In a live chat environment, customers can get live support until the problem is solved. Sometimes the bot could not answer all the queries of customers and required a human agent to solve it.
2) Can answer any type of questions
Live chat can answer any questions that are asked by the customer whereas chatbot could not provide. Chatbots only answer simple and very specific questions.
3) Better connection with customers
Live chat can provide a better connection with customers that chatbots can’t provide. They can connect and provide better suggestions regarding the query of the customers.
Conclusion
So, as we know the benefits of both chatbot and live chat, you can analyze and choose the one according to your need. Both live chat and chatbots significantly improve the customer experience with your business. If you own a simple business and are likely to receive the same questions from customer’s time and again then you can go with a chatbot. But if your business needs to provide a wide range of customer support regarding different queries then live chat can be a better solution. The next solution is you can use both. For basic support and query, a chatbot can be used and if there are complex issues that can’t be handled by a chatbot, then the request will be sent to the live agent. And the live agent addressed those issues.
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