Live Chat vs Chatbots: How to Choose Which is Right for You
Consumers now demand 24/7 service for assistance in everything from banking to health and online retail. As a result, businesses are looking
to develop better ways to give them the support they need when they need it. Live and automated chat are two options companies use to build
stronger relationships. Working with an experienced internet marketing company like Smart WSI Marketing can help you decide which approach
is best for you. Contact us to learn more.
Live Chat vs. Chatbots
As businesses look to innovate how they interact with customers, they’re increasingly turning to live and AI-assisted chat to improve
customer service. Both have distinct pros and cons, and while chatbots are making a huge impact in the customer service space, live chat is
for the foreseeable future here to stay.
Live chat lets customers connect with sales and support agents to get real-time support. It’s the method most consumers prefer and has the
highest consumer satisfaction rate at over 90%. It handles complex conversations better than automated solutions and customers like
simultaneously solving their problem while speaking to an agent.
Chatbot benefits include 24-hour service, getting quick answers to simple questions, and getting an instant response. They’re also easily
scalable so your business is always prepared for a sudden increase in call volume.
Live or Bot: How to Choose
As part of a digital marketing strategy, the faster response time of live chat helps your website generate more leads. It supports
your online marketing efforts by helping agents overcome customer objections immediately. And it’s a highly personalized approach where
agents can employ targeted messages based on a user’s search and previous buying behaviors. Chatbots, on the other hand, offer the benefit
of high conversion rates via faster service.
So, how do you choose which solution is right for your digital marketing strategy? Consider:
Response time. Need to respond to customers within seconds? Chatbots might be the ideal choice. If you cater to customers
who prefer a more human touch, live is obviously the way to go.
Cost-effectiveness. Live chat can be a better choice if most of your support issues require detailed explanations. Chatbots
allow you to automate business operations without hiring additional agents.
Availability. If you lack the resources to support 24/7 live support, chatbots let you still deliver the round-the-clock
availability customers want.
Accuracy. While chatbots are great for simple queries, live chat offers something they can’t: empathy with a customer’s
specific needs. An agent can ask more complex questions to get to the heart of a customer’s problem.
A combination of live chat and chatbots is often the best solution. Many businesses use chatbots to handle repetitive or simple questions
and then route more complex queries to live agents.
Let’s Chat
No matter what the industry, customers still like to talk to real humans. They also like to get answers quickly. The best chat solution for
you is the one that marries the expediency, efficiency, and affordability of real humans and chatbots. A skilled internet marketing
agency can help you choose the right solution. Live or bot, Smart WSI Marketing is an Edmonton digital marketing agency that helps you
deliver the best of both worlds. Contact us today to learn more.
Specialty:
Digital Marketing Strategies Education:
MA Communications & Technology, BComm [U Alberta] Author: The
Online Marketing Handbook for Busy Entrepreneurs (coming soon)
Lynne is known for her strategic approach to marketing communications, technologies, and lead generation. She has a passion for education,
keeping up with current marketing trends and practices, and helping clients keep ahead of their competition.
In today's fast-paced, digitally driven world, businesses are increasingly turning to digital marketing as a powerful tool to connect
with their target audience, build brand awareness, and drive business growth. But what exactly is digital marketing?
Read More…
So, you're thinking about selling your business? That's a big move, and we're sure you've got a lot on your plate right now. Before you dive
into the nitty-gritty of valuations and negotiations, let's talk about something that's often overlooked but incredibly important: your
website and marketing assets.
Read More…
If you're looking to optimize your online presence, you've likely come across the importance of your Google Business Profile
(formerly known as Google My Business and even earlier Google+/Google Places).
Read More…
Whether you're working with a local small business digital marketing agency or managing things in-house, you should know that two key
elements can make or break your online success: User Experience (UX) and Conversion Rate Optimization (CRO).
Read More…
You’re a busy business owner. You've got your website up, your social media buzzing, and your products or services are top-notch. But how do
you know if your digital marketing efforts are actually paying off? Enter the world of digital marketing analytics for small businesses
Read More…
The use of AI in digital marketing is definitely on the rise, and it’s a trend that you’ll need to get on to keep up with your competitors.
Below is a list of AI tools that we have researched and tested, and how they can fit into your digital marketing strategy.
Read More…
Having a well-defined and tailored digital marketing strategy is essential for the success of any small business. With the right approach,
you can effectively reach your target audience, drive traffic to your website, and ultimately increase your conversions and sales.
Read More…
These days small businesses rely heavily on effective marketing strategies to thrive in a competitive marketplace. To make informed
decisions, it's crucial for these businesses to understand what is working and what's not when it comes to their marketing efforts.
Read More…
Are you looking to enhance the online presence of your small business and gain recognition in your community? Look no further! In this
in-depth guide, our local search engine optimization company will break down the process of local SEO, focusing on critical components such
as Google My Business listings, local keywords, and review management.
Read More…