What is the difference between live chat and chatbot?
Posted: Mon Jan 20, 2025 10:54 am
What is the difference between live chat and chatbot?
Live chats are real-time conversations between an employee and a customer or contact at a company. Chatbots, on the other hand, initiate automated conversations between a potential or existing customer and software. They can answer a series of predefined questions, such as, "What are your hours of operation?" or "Do you deliver in the Bologna area?" More sophisticated AI chatbots can help customers bangladesh telegram databasewith tasks such as renewing a membership, changing an address, or ordering food.
The Benefits of Live Chat
With live chat, potential or existing customers can have direct conversations with support employees or sales associates. One-on-one support has always been a key aspect of a great customer experience. In fact, 70% of consumers say they look for human interaction in these types of situations.
Users view personalized interactions as critical to a positive brand experience. So when customers are feeling stressed and overwhelmed, a friendly, helpful, and supportive conversation with a representative can go a long way in easing tension and helping them feel like the company cares about solving their problem.
Better understand your potential and existing customers
You can always analyze chat transcripts to learn more about what’s bothering prospects and customers, but live chat also gives you the ability to dive deeper into each user’s experience. With this tool, agents can ask more specific questions about customer issues, allowing them to better understand them.
Live chats are real-time conversations between an employee and a customer or contact at a company. Chatbots, on the other hand, initiate automated conversations between a potential or existing customer and software. They can answer a series of predefined questions, such as, "What are your hours of operation?" or "Do you deliver in the Bologna area?" More sophisticated AI chatbots can help customers bangladesh telegram databasewith tasks such as renewing a membership, changing an address, or ordering food.
The Benefits of Live Chat
With live chat, potential or existing customers can have direct conversations with support employees or sales associates. One-on-one support has always been a key aspect of a great customer experience. In fact, 70% of consumers say they look for human interaction in these types of situations.
Users view personalized interactions as critical to a positive brand experience. So when customers are feeling stressed and overwhelmed, a friendly, helpful, and supportive conversation with a representative can go a long way in easing tension and helping them feel like the company cares about solving their problem.
Better understand your potential and existing customers
You can always analyze chat transcripts to learn more about what’s bothering prospects and customers, but live chat also gives you the ability to dive deeper into each user’s experience. With this tool, agents can ask more specific questions about customer issues, allowing them to better understand them.