Chatbot vs Live Chat – What are the Differences?

everyone today we're talking about the
differences between chat bots versus
live chat software
they'll both use instant messaging to
facilitate real-time conversations
between customers and agents they don't
provide the same chat experience
ready to find out which is right for
your business
let's get right to it
chat bots are automated messaging tools
using artificial intelligence to analyze
and instantly respond to customer chat
conversations on business websites
mobile applications or messaging
platforms no live agent is actually
involved in a chatbot interaction the
goal is to create a customer experience
that's almost indistinguishable from
human to human support conversation so
how do chatbots make that happen by
using machine learning and natural
language processing chat bots pick up on
trigger words and phrases to evaluate
customer intent and respond with the
most relevant pre-programmed answers
whether the goal is to make a sale or
resolve a support request chat bots
automatically guide customers through a
pre-set conversation flow providing a
high level of customer self service and
eliminating customer wait times
chat bots are even used to collect
customer contact information resolve
common support requests
give order shipping updates and schedule
or cancel appointments
chatbots offer a host of benefits to
customers and companies especially
larger or fast growing businesses
needing a more efficient way to manage
high contact volumes
chatbots automate repetitive business
processes provide 24 7 real-time
customer service and reduce the number
of requests agents need to manage per
day
they even save sales teams time and
effort by providing automated product
recommendations collecting key lead data
and only transferring prospects to sales
reps when they are at the buying phase
of the sales funnel
the biggest downside is that chat bots
can only provide general advice and they
can only chat about specific topics
they've been programmed to assist with
this means there's a limit to the level
of health chat bots can provide
especially if a customer has a more
complicated request additionally some
customers find chat bots impersonal and
frustrating
especially since spots often fail to
mimic the natural flow of human
conversation or respond appropriately to
customer sentiment
chatbots are most effective when used to
filter out customer requests that truly
need live agent support and to evaluate
prospects and connect agents with top
quality leads they should be seen as
part of but not an entire sales or
customer service process live chat
software is an instant messaging tool
that lets customers have a conversation
with real people from your support sales
and customer service teams in short
website visitors app users or prospects
chatting with your brand on a social
media messaging platform have real-time
conversations with humans not chat bots
because live chat systems integrate with
your crm platforms and other third-party
applications it's easy for agents to
provide personalized service informed by
customer account data order history
notes from other agents and more
while yes providing real-time one-on-one
chat support does take time
live chat software comes with features
like hand responses and saved scripts
live in messaging agent assistance and
internal knowledge base access to keep
conversations moving
live chat software's biggest benefit is
its personalized conversation based
approach to customer service and support
this kind of individual attention makes
customers feel valued and understood
reducing customer churn and likely
increasing customer spend as a result
additionally live chat provides a unique
opportunity to get to know your
customers on a deeper level through both
one-on-one conversations and by
reviewing chat analytics and transcripts
chatbots though efficient will never
have the empathy and natural
responsiveness of a human agent but
let's face it customers don't keep
coming back to your business because
they have a great working relationship
with a chatbot
they come back because they enjoy the
convenience of chat based support
combined with quality personalized
customer service
that said live chat does have its
downsides availability is dependent on
agent work schedules and number of
agents on call for shift meaning the
potential of extended customer support
wait times live chat software also
requires a larger upfront investment
than chatbots especially if you need to
hire more agents
plus live chat tools don't offer the
same level of customer self-service as
chat bots do
which frustrates customers looking for
simple quick answers
live chat is right for mid-sized
businesses with a lower number of daily
support requests teams that want to
offer an additional support or sales
channel and companies that put
personalized customer service ahead of
expediency choosing between chat bots
and live chat depends on your business's
volume of customer service and report
requests
how many employees you have
the type of products and services you
offer and most of all what you
prioritize when it comes to interacting
with customers
if you want to offer instant 24 7 365
chat availability free up overburdened
agents and automate answers to general
customer faqs or support requests then
chat bots are your best bet if you want
to focus on providing real-time human to
human customer service and support with
a high level of personalization then
choose live chat software still can't
make up your mind
good news there's no reason your
business can't use both chatbots and
live chat software in fact most online
chat platforms offer a combination of
the two
check out the link in the description
box below to learn more about the live
chat providers features and pricing
if you enjoyed this video remember to
like it share it and subscribe to our
channel by hitting the notification bell
below to keep up with our journey to
simplify the voip world until next time
this is nate from getboy
[Music]
you