Customer Service Questions: Webchat Vs. Chatbot

If you’re trying to upgrade your current customer service communication, you’ve probably come across Webchats and Chatbots and started asking questions like firstly what are they? And secondly which is right for my business?

If you’re trying to upgrade your current customer service communication, you’ve probably come across Webchats and Chatbots and started asking questions like firstly what are they? And secondly which is right for my business?

Webchat or Live chat is a digital communication channel that allows your business to interact with your customers in real-time via a chat widget on your website. It’s been around as a customer channel since the late 1990’s but remains a key part of many businesses’ CS strategies.

A Chatbot is either a conversational tool that mimics human interactions with your customers via AI, or – more often – an automated messaging sequence with preset answers to popular questions. They are available to engage with your customers, collect data and facilitate simple tasks to save time and still support your customer service. Chatbots can also be integrated with your chosen messaging platform as mentioned above.

So now begs the question, which tool is right for me? Well, each have their uses, benefits and problems depending on your processes, your business and your objectives. The question is what you’re looking to achieve in your customer service goals, your current requirements and suits your company best. Context is the most important thing and that requires customer data which Gnatta can assist with.

Webchat Vs. Chatbot

 

Webchat

  • Handle complex issues and provide empathy to customers.
  • Personalised responses and accuracy.
  • Increases chances of customer loyalty and retention.
  • Develop strong customer relationships.

Chatbot

  • Instant response.
  • 24/7 Support.
  • Cost and time efficient.
  • Measurable performance.

How we can help

Without taking the time to understand your system and customer issues, it can be very easy to cause unnecessary extra problems worsening your customer experience. Here at Gnatta we can provide the support, knowledge and understanding needed to ensure your customer service communication meets your goals. Hopefully with the information above you’re in a better place to decide what suits you. But as always we’re always here to help, so don’t hesitate to get in touch to find out more about how we can help you.

As always, any feedback on our content is greatly appreciated so if you have any comments or questions please do get in touch today!

 

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