![]() Many companies use chatbots alongside live chat support. Solution: Use both chatbots and live chat Because they can only handle one thing at a time, it can take forever before you get all of your questions resolved. Chatbots are excellent at pulling information from internal databases to answer common questions, such as providing the status of a customer's order or editing it.īut for uncommon questions or complex issues, a chatbot alone may not be sufficient. The problem with relying solely on chatbots to reduce customer wait times is the fact that even the best and most intelligent chatbots are often unable to resolve complex issues. Live chat advantage: Solve complex issues Best of all, these immediate response times are a 24/7 offering for customers, whereas live chat agents may not always be on the clock. ![]() With a chatbot app, offering immediate response times to customer queries is a much more attainable goal. ![]() Chatbot advantage: Answers are immediateĪccording to data from HubSpot, 90% of customers rate an "immediate" response as important or very important when contacting customer service, with 60% of customers defining "immediate" as 10 minutes or less. Live chat solutions can also help companies reduce their wait times, though not to the same degree. One of the biggest advantages of chatbot solutions is the fact that they allow for immediate responses to customer inquiries. With that in mind, let's explore the strengths of each solution. Many companies choose to employ both live chat and chatbot apps on their ecommerce websites. When comparing chatbots with live chat solutions, it's important to recognize that each category offers its own unique advantages. chatbots: Evaluating their strengths to help you choose the right one (or both) To determine which solution(s) is best for your business, let’s compare chatbots and live chat software and go through the top use cases for each. A third option, self-service chat, is an appealing alternative. Once you learn the important distinctions between chatbot software and live chat software, you’ll understand how to use them both more effectively and lower blood pressures across the board.Ĭhatbots rely completely on automation and artificial intelligence (AI) while live chat software connects customers with human agents via a real-time chatbox. Luckily, you won’t have to answer that, because these are completely avoidable problems. Now picture your support team reading “Where is my order?” for the hundredth time and glancing at the clock, only to find six hours left in the workday. Imagine leaving your angriest customers to spar with an automated script in your website’s chat window.
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