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