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

Many people realize that they need either a live chat or chatbot option on their website. The question then becomes, which is better? When comparing live chat vs. a chatbot, which service will offer the most benefits to customers and businesses? Examining both options shows that while chatbots have some advantages, there is no replacing the human element that a live chat service offers.

The Strengths of Live Chat Services

Live chat services allow website visitors to have a text chat with another human being instead of an AI with canned answers. Having a human presence in a chat offers a more personal experience for customers that usually leads to greater reported satisfaction. The personalized nature of the chat might make the experience more memorable and enjoyable for the customer, too, leaving them more likely to return to you the next time they need your products or services.

A live chat is also perfect for more complex questions and problems. An AI-powered chatbot can’t problem-solve the way a human can; its ability to respond to queries is limited to the information it’s programmed to deliver. Humans in a live chat also have the ability to guide customers further down the sales funnel, the ability to open up a video or audio chat to better solve a problem, and a greater capacity to judge where a question should be directed to if further information is needed.

Overall, humans simply have greater capability than AI and leave customers with a better impression of your business. Human input can greatly improve customer service. VoiceNation knows that live chat is a great solution to increase customer satisfaction, which is why we offer 24/7 live chat service provided by our team of highly trained professionals.

The Advantages of a Chatbot

There are a few reasons why some people favor a chatbot over live chat. Some say that chatbots respond faster, and for simple queries, this may be true, since they have pre-prepared responses to an array of questions that they can supply instantly. Others point to the low cost of using a chatbot as opposed to using a live chat service. But overwhelmingly, the biggest benefit cited by those who prefer chatbots is that they’re available 24/7.

Why VoiceNation Is the Ultimate Chat Solution

No matter whether you choose a live chat or chatbot, there’s no doubt that having a chat option on your website can increase customer satisfaction. But it’s important to note that the biggest benefit of a chatbot is also available with VoiceNation. Chatbots never take a day off, but neither do we: Our skilled customer service staff are available 24 hours a day, 7 days a week, every day of the year, including weekends and holidays. With VoiceNation, you’ll get all of the benefits of both live chat and chatbots and be able to offer the highest level of customer service to everyone who visits your website. Our affordable services will pay for themselves once our live chat team starts converting leads to sales! Contact us today to learn more or to sign up for a free trial.