Chatbots and live chats are a staple of the online experience. As businesses seek to take more of their communications online, text-based communications can be leveraged to facilitate rapid customer service and customer support. Brands can save money, get more bang for their buck, take the strain off their contact centers, and boost sales. Yet chatbots and live chat systems run very differently and it’s important to understand the pros and cons of each.
Both solutions are stealing the limelight from traditional channels like email or phone. But should you go for human-powered live chat or automated chatbot software?
In this post, we lay out 7 key differences between chatbots and live chat, before discussing which might be ideal for your business.