Chatbots vs live chat, how do you make the choice? There are a few key differences between these two conversational options. We are happy to explain these to help you make your choice!
Live chat and chatbots are both a way to help your visitors move forward. But what exactly are the differences between a live chat operator and a chatbot? And how do you make the choice between a chatbot or a live chat operator?
In our article where we explain the disadvantages of chatbots, a few things already came up. For example, the chatbot does not possess human emotion. In addition, the chatbot has difficulty recognizing sarcasm, misspellings and foreign language. A live chat operator, on the other hand, will be very responsive to this. Is your visitor disappointed or angry? Our live chat operator makes your visitor feel heard and helped.
Of course, a chatbot also has a lot of advantages. Because this is a robot, you can provide your website with the chat function 24/7. The robot provides a direct response to your visitor’s query. Finally, the chatbot can handle a higher volume of chats at the same time unlike the live chat operator.
There are 3 factors that influence customer service ratings. What factors are these and how does our chat feature affect them?
One of the most important factors for high customer satisfaction is speed. Ideally, of course, you would like an immediate answer to your question. No one wants to wait hours for an email or be on hold on the phone. Therefore, a chat feature also scores much higher on this customer satisfaction pillar.
Comparing the chatbot and live chat operator, the chatbot scores better in terms of speed. The live chat operator takes a few seconds to search for the answer, where the chatbot can provide the answer immediately.
In terms of responding appropriately to questions, the live chat operator scores better. Of course, the chatbot is useful for quickly answering FAQs. If some more complex questions are asked, the live chat operator is called in. Examples show that live chat operators are more likely to reach an adequate solution than chatbots. Consequently, these conversations are more likely to lead to successful settlement.
A big and not insignificant difference, friendliness. In fact, chatbots lack the human aspect of a live chat operator. For example, the chatbots cannot yet properly recognize sarcasm, misspellings, emotion and foreign language. A live chat operator can obviously be very responsive to this. The operator’s empathy makes your visitor feel heard. Your visitor will feel personally helped, which naturally results in higher customer satisfaction.
How do you know whether to choose chatbots or live chat? To make this choice, we can take a look at some factors. What do you want to use a chatbot or live chat for? How much traffic is there on your website?
The chatbot offers perfect solutions for high-traffic websites. The chatbot can answer many questions that are mainly service-related. Want to generate more leads? Then live chat is a great choice for this. By maintaining human aspect you will get more leads.
By combining our chatbot and live chat operator, you’ve got the best of both worlds. The chatbot ensures that your visitors are quickly provided with an answer. If the chatbot cannot help further, a live chat operator is automatically called in. The live chat operator helps your visitor further and can generate a lead from this. This way you’ll get all the benefits out of the chat features!
That was a lot to deal with. What does the article say in short?
