{"id":27378,"date":"2020-04-03T23:27:12","date_gmt":"2020-04-04T06:27:12","guid":{"rendered":"https:\/\/birdeye.com\/blog\/?p=27378"},"modified":"2024-02-05T00:33:03","modified_gmt":"2024-02-05T08:33:03","slug":"livechat-vs-chatbots","status":"publish","type":"post","link":"https:\/\/birdeye.com\/blog\/livechat-vs-chatbots\/","title":{"rendered":"Livechat vs chatbot: which one is right for your business?"},"content":{"rendered":"\n<p>When was the last time you tried to get in touch with a business for <a href=\"https:\/\/birdeye.com\/blog\/customer-service-chat\/\">customer service<\/a> help? Maybe you sent an email that never gets a response. Or you got left on hold for a long time until you finally just got frustrated and end up hanging up the phone. Maybe you finally got through to a representative, only to be told a less than satisfactory answer to the question you had. No matter what, each one of these scenarios is sure to leave a sour taste in your mouth. But maybe all that was needed to make these terrible interactions great was quick and easy communication tools, such as livechat and chatbot.&nbsp;Let&#8217;s talk about why both of them work and compare livechat vs chatbot. <\/p>\n\n\n\n<p>Let\u2019s talk about what livechat and chatbot are, what the differences are between the two, and which one is right for your business. Here\u2019s what we\u2019ll discuss in this article.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-yoast-seo-table-of-contents yoast-table-of-contents\"><h2>Table of contents<\/h2><ul><li><a href=\"#differences\" data-level=\"2\">Differences between livechat and chatbot<\/a><\/li><li><a href=\"#factors\" data-level=\"2\">Livechat vs chatbot \u2014 factors to consider<\/a><\/li><li><a href=\"#examples\" data-level=\"2\">Chatbot examples\u00a0<\/a><\/li><li><a href=\"#implement\" data-level=\"2\">How can you implement livechat and chatbot on your website\u00a0<\/a><\/li><li><a href=\"#custom-questions\" data-level=\"2\">Can I train a chatbot to answer custom questions?\u00a0<\/a><\/li><\/ul><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"differences\">Differences between livechat and chatbot<\/h2>\n\n\n\n<p>In case you don\u2019t know the difference between livechat and chatbot, let\u2019s break down each one.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Livechat&nbsp;<\/h3>\n\n\n\n<p>Livechat works like this: if a customer has a question, they\u2019ll be connected to a live customer service representative. The representative can chat with the customer in real-time to help solve their problem.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Chatbot&nbsp;<\/h3>\n\n\n\n<p>Chatbot are automated programs that are designed to respond to a customer. These programs are designed to give human-like responses to commonly-asked questions. Unlike livechat, these chatbot do not require live representatives to respond.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\" data-type=\"re-block\" data-name=\"narrow_chatbotguidechecklist_29375_banner\"><a href=\"https:\/\/birdeye.com\/resources\/guides\/5-ways-to-creatively-use-chatbots-to-market-your-business\/\"><img decoding=\"async\" width=\"1024\" height=\"88\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Creative-ways-to-use-chatbots-to-market-your-business-Narrow-1024x88.png\" data-clicktag=\"narrow_chatbotguidechecklist_29375_banner\" alt=\"\" class=\"wp-image-29374\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Creative-ways-to-use-chatbots-to-market-your-business-Narrow-1024x88.png 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Creative-ways-to-use-chatbots-to-market-your-business-Narrow-300x26.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Creative-ways-to-use-chatbots-to-market-your-business-Narrow-768x66.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Creative-ways-to-use-chatbots-to-market-your-business-Narrow-1536x132.png 1536w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Creative-ways-to-use-chatbots-to-market-your-business-Narrow-810x70.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Creative-ways-to-use-chatbots-to-market-your-business-Narrow-1140x98.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Creative-ways-to-use-chatbots-to-market-your-business-Narrow.png 1648w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"factors\">Livechat vs chatbot \u2014 factors to consider<\/h2>\n\n\n\n<p>There\u2019s no right and wrong answer between livechat and chatbot. Every business has its own unique situation, so it\u2019s important to take into account the pros and cons of each one.&nbsp;<br><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Why livechat might be the best option&nbsp;<\/h3>\n\n\n\n<p>Here are a few reasons why livechat might be the better option for your business.<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<ul class=\"wp-block-list\"><li><strong>The human touch<\/strong><\/li><\/ul>\n\n\n\n<p>Let\u2019s be honest: if someone has a question that\u2019s complex, chances are that they want or need to talk to a real human being. The human touch that comes from a live customer service representative is in some aspects irreplaceable.&nbsp;<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<ul class=\"wp-block-list\"><li><strong>Can go outside the box<\/strong><\/li><\/ul>\n\n\n\n<p>Some problems are just too big for automated scripts to handle. Maybe a customer has a question that requires more research on the part of your representative. While the rep can communicate with the customer that they\u2019re looking for an answer, a bot would most likely not be able to answer the question.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<ul class=\"wp-block-list\"><li><strong>Can understand typos&nbsp;<\/strong><\/li><\/ul>\n\n\n\n<p>Human beings, unlike automated programs, are great at understanding context. While you might be able to understand what a customer is saying even with a few typos, a chatbot will not be able to understand the query.<\/p>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Why chatbot might be the best option<\/h3>\n\n\n\n<p>Now let\u2019s talk about why you might want to consider a chatbot.<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<ul class=\"wp-block-list\"><li><strong>Cost&nbsp;<\/strong><\/li><\/ul>\n\n\n\n<p>Hiring a customer support team is expensive and it\u2019s just not feasible for every business. A chatbot can help make contacting customers and prospects much cheaper. Research shows that by 2022, Chatbot will help businesses <a href=\"https:\/\/www.ibm.com\/products\/watson-assistant\/artificial-intelligence\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">save $8 billion<\/a> per year.\u00a0<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<ul class=\"wp-block-list\"><li><strong>Scalability<\/strong><\/li><\/ul>\n\n\n\n<p>If your business is growing, it might not be feasible to keep on hiring livechat representatives every time you have growing needs from more customers and prospects. In this case, it might make more sense to use chatbot to handle the increased amount of communication.&nbsp;<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<ul class=\"wp-block-list\"><li><strong>Availability<\/strong><\/li><\/ul>\n\n\n\n<p>Your customer service representatives need to go home and rest up, just like everyone else. On the other hand, chatbot is available around-the-clock. It doesn\u2019t matter if it\u2019s 2 AM, a chatbot will be able to provide a response to one of your customer questions.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<ul class=\"wp-block-list\"><li><strong>Easy to Set Up&nbsp;<\/strong><\/li><\/ul>\n\n\n\n<p>While training a representative takes time and effort, a chatbot is easy to set up. If you\u2019re using a service like Birdeye, setting up a chatbot is quick and inexpensive.&nbsp;<\/p>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Why not both livechat and chatbot?<\/h3>\n\n\n\n<p>We\u2019ve found that it\u2019s valuable to use both together.&nbsp; If you\u2019re using both livechat and chatbot, your team can work more efficiently than ever. Simple queries can be handled right away by chatbot without the need for one of your team members to get involved, while complex queries can get handled by your livechat team.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What happens when neither livechat or chatbot are adequate?<\/h3>\n\n\n\n<p>Not every business has the resources to have a 24\/7 customer support team available. So what do you do if a customer contacts you with a question after business hours that are too complex for a chatbot to handle?<br><\/p>\n\n\n\n<p>There is a solution to this. At Birdeye, we offer <a href=\"https:\/\/birdeye.com\/blog\/website-chat\/\">webchat<\/a> to handle these kinds of situations. Webchat works like this: The website visitor leaves their phone number and gets a message like: \u201cThanks for contacting us. We\u2019ll reach out to you as soon as we\u2019re available.\u201d The next time one of your customer service representatives is available,\u00a0 they\u2019ll be able to respond to the website visitor\u2019s query via <a href=\"https:\/\/birdeye.com\/blog\/customer-messaging\/\">text message<\/a>.\u00a0<br><gwmw style=\"display:none;\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"examples\">Chatbot examples&nbsp;<\/h2>\n\n\n\n<p>You might be wondering what kind of queries a chatbot is capable of handling. Let\u2019s describe a few common scenarios where a chatbot can work well.&nbsp;<br><\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p><em>\u201cWhat payment options do you support?\u201d&nbsp;<br><\/em><\/p>\n\n\n\n<p><em>\u201cWhen are you open?\u201d&nbsp;<\/em><br><\/p>\n\n\n\n<p><em>\u201cWhat kinds of services do you guys provide?\u201d&nbsp;<br><\/em><\/p>\n<\/div><\/div>\n\n\n\n<p>For queries like these, Birdeye\u2019s chatbot can provide answers based on information provided by you about your business settings. This way, you can make sure that your customer service representatives are handling more complex questions.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"implement\">How can you implement livechat and chatbot on your website&nbsp;<\/h2>\n\n\n\n<p>Want to get started with livechat and\/or a chatbot? Birdeye can help. Birdeye\u2019s all-in-one platform gives you access to both livechat and chatbot so that your team can respond to customer questions efficiently. You\u2019ll be able to see all of your team\u2019s customer conversations in one place, making it easy for you to follow up and make sure that your team never misses a message.&nbsp;<br><\/p>\n\n\n\n<p>Not a technology person? That\u2019s okay. Birdeye\u2019s support team can help walk you through the implementation of livechat and chatbot on your website.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"custom-questions\">Can I train a chatbot to answer custom questions?&nbsp;<\/h2>\n\n\n\n<p>Sometimes businesses frequently have questions that are unique to their situation, You can train chatbot to answer these questions as well. Birdeye allows you to train your chatbot to answer as many custom questions as you want.&nbsp;<br><\/p>\n\n\n\n<p>Simply upload a list of commonly-asked questions and their answers to the Birdeye platform and allow your chatbot to answer these questions effortlessly on its own. You will be amazed at how much time and resources the Birdeye Chatbot will save you.<br><\/p>\n\n\n\n<p>There\u2019s no limit on how many FAQs you can add to your chatbot and you have the ability to update your answers anytime. Just make sure to keep your chatbot answers short and sweet. Customers are typically not looking to read long paragraphs when they are chatting with businesses.&nbsp;<br><br><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"684\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-vs-Chatbot_Content-image-1024x684.png\" alt=\"Birdeye FAQ\" class=\"wp-image-30551\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-vs-Chatbot_Content-image-1024x684.png 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-vs-Chatbot_Content-image-300x200.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-vs-Chatbot_Content-image-768x513.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-vs-Chatbot_Content-image-1536x1025.png 1536w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-vs-Chatbot_Content-image-810x541.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-vs-Chatbot_Content-image-1140x761.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Livechat-vs-Chatbot_Content-image.png 1883w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Stay on top of customer conversations with Birdeye&nbsp;<\/h2>\n\n\n\n<p>No matter what method you choose for connecting with your customers, Birdeye can help you. There\u2019s a reason why multi-location enterprises use Birdeye to help customers be found, chosen, connected, and be the best.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/birdeye.com\/resources\/guides\/5-ways-to-creatively-use-chatbots-to-market-your-business\/\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/5-ways-to-creatively-use-chatbot-to-market-your-business.png\" data-clicktag=\"regular_chatbotguide_29440_banner\" alt=\"\" class=\"wp-image-29440\"><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>When was the last time you tried to get in touch with a business for customer service help? Maybe you sent an email that never gets a response. Or you got left on hold for a long time until you finally just got frustrated and end up hanging up the phone. Maybe you finally got [&hellip;]<\/p>\n","protected":false},"author":92,"featured_media":27381,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8568],"tags":[],"class_list":["post-27378","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-webchat"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.5 (Yoast SEO v26.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Livechat vs. Chatbots: Which one for your business? | Birdeye<\/title>\n<meta name=\"description\" content=\"Livechat vs chatbots: Let&#039;s break down the pros and cons of each and discuss which is the better option for your business.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/posts\/27378\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Livechat vs chatbot: which one is right for your business?\" \/>\n<meta property=\"og:description\" content=\"Livechat vs chatbots: Let&#039;s break down the pros and cons of each and discuss which is the better option for your business.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/birdeye.com\/blog\/livechat-vs-chatbots\/\" \/>\n<meta property=\"og:site_name\" content=\"#1 Agentic Marketing Platform for Multi-Location Brands\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/BirdeyeReviews\/\" \/>\n<meta property=\"article:published_time\" content=\"2020-04-04T06:27:12+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-02-05T08:33:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/BlogLive-Chat-vs.-Chatbots-scaled.png\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1493\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Birdeye Staff Writer\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@Birdeye_\" \/>\n<meta name=\"twitter:site\" content=\"@Birdeye_\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Birdeye Staff Writer\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/birdeye.com\/blog\/livechat-vs-chatbots\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/birdeye.com\/blog\/livechat-vs-chatbots\/\"},\"author\":{\"name\":\"Birdeye Staff Writer\",\"@id\":\"https:\/\/birdeye.com\/blog\/#\/schema\/person\/ab941e653f98ae931ba03a4e36eeaedb\"},\"headline\":\"Livechat vs chatbot: which one is right for your business?\",\"datePublished\":\"2020-04-04T06:27:12+00:00\",\"dateModified\":\"2024-02-05T08:33:03+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/birdeye.com\/blog\/livechat-vs-chatbots\/\"},\"wordCount\":1276,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/birdeye.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/birdeye.com\/blog\/livechat-vs-chatbots\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/BlogLive-Chat-vs.-Chatbots-scaled.png\",\"articleSection\":[\"Webchat\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/birdeye.com\/blog\/livechat-vs-chatbots\/#respond\"]}],\"accessibilityFeature\":[\"tableOfContents\"]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/birdeye.com\/blog\/livechat-vs-chatbots\/\",\"url\":\"https:\/\/birdeye.com\/blog\/livechat-vs-chatbots\/\",\"name\":\"Livechat vs. Chatbots: Which one for your business? 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