Differences Between Chatbots And Live Chats : Which is Better For Business from Martech News's blog

Differences Between Chatbots And Live Chats : Which is Better Business

Chatbots and live chatsare a fixture of customer communications. You should know the key differences before investing in these solutions. Let's discuss it. Chatbots and live chats are a staple of the online experience. In this post, we lay out 7 key differences between chatbots and live chat, before discussing which might be ideal for your business. As businesses seek to take more of their communications online, text-based communications can be leveraged to facilitate rapid customer service and customer support.

Both solutions are stealing the limelight from traditional channels like email or phone. But should you go for human-powered live chat or automated chatbot software? Yet chatbots and live chat systems run very differently and it’s important to understand the pros and cons of each. Brands can save money, get more bang for their buck, take the strain off their contact centers, and boost sales.

Live chat- Live chat is the touchstone of customer support. When the customer has a query, a member of the live chat team will reply through chat interfaces. The inherently conversational nature of live chat delivers direct experiences with a human touch – a win for customers who get their problems resolved without leaving the page they are on. Plus, it’s much easier to reroute more complex problem solving to the right team on a video call.

Chatbots- Chatbotshave come a long way since way back when. With new strides in machine learning and natural language technology, today’s bots are smarter, better at having conversations, and lightyears more helpful. Businesses can automate customer interactions via a chat interface; AI-driven software does the rest. In order to offer customers an exceptional experience, businesses need to meet and exceed their expectations in a way that distinguishes them from competitors.

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