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How to get helpWhat’s the best instant messaging “chat” to communicate with your customers?
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Conversational commerce is now a norm, so answering your customers’ questions as quickly as possible should be a priority for your business. This is where “chat” instant messaging is worth its weight in gold. For most of us, the term “chat” makes us think of a “chatbot”. However, there are several types of chat messaging, each with its own unique features. This guide explains the different types of chat available and how to choose the one that ticks all your boxes!
The Chatbot
A chatbot is a computer program designed to simulate a human conversation.
Chatbots can be integrated into websites, messaging apps, and other online platforms. They can be basic and use predefined answers or more advanced, able to understand natural language and learn new information over time.
There are at least three chatbot technologies, with virtual assistants providing various levels of accuracy in their results:
Live chat
Live chat is a feature that lets users to chat in real time with a human advisor.
Unlike classic chatbots, humans manage live chat conversations, allowing for more detailed and personalised communication. Customer service teams find this tool particularly useful as they can immediately help customers browsing their company’s website or app.Instant messaging platforms like Facebook Messenger and WhatsApp are to a certain extent forms of live chat.
Partoo’s Live Chat
At Partoo, we offer a Live Chat that can be directly integrated into your website. Our tool lets you provide visitors to your website with immediate, personalised support.
To improve your response time, Partoo also provides an “enable AI responses” (AKA chatbot) option. Thanks to Jim, our AI agent, you can automate replies to common questions. If the request becomes too complex, Jim will seamlessly hand it over to a human advisor, so you provide the best customer experience.
Webchat
The term “webchat” is more general and can refer to any form of chat available via a web browser. It can include both chatbots and live chats. The term does not specifically indicate whether the conversation is with a bot or a human.
Even though they appear on a company’s website, some webchats can redirect conversations to another medium. This applies to Partoo’s Webchat SMS, which lets users ask a question in a web chat and receive the reply via text message.
As you can see, having a webchat has numerous advantages. But what if your customer leaves your site before you can answer their question?
Partoo has created Webchat SMS: a 2-in-1 tool that combines Chat and SMS. Your customer asks their question in your webchat, you reply via your Partoo interface, and they receive their answer by text.
You get the benefit of an instant chat, as well as conversations that are in a lasting, thread format!
Things to remember:
- A chatbot is automated and can use different technologies, including generative artificial intelligence.
- A live chat involves a conversation with a real person in real time (sometimes preceded by a chatbot).
- A webchat is a general term for any form of chat accessible via the web, but some advanced webchats allow users to receive replies via another channel.
- A chatbot is automated and can use different technologies, including generative artificial intelligence.
- A live chat involves a conversation with a real person in real time (sometimes preceded by a chatbot).
- A webchat is a general term for any form of chat accessible via the web, but some advanced webchats allow users to receive replies via another channel.
How to choose the right instant messaging “chat” for your business?
What are the key points to consider for each type of chat? To save you time, Partoo has compared the pros and cons of each tool.
1) The chatbot, always available
| Pros | Cons |
| Available 24/7: A chatbot can run constantly, providing instant support around the clock. Cost-saving: After development and implementation, chatbots can reduce operational costs by minimising the need for human staff. Quick answers: Chatbots instantly answer common questions Scalability: They can handle a large number of requests simultaneously without affecting the quality of service. Simple task automation: Chatbots can automate repetitive tasks, freeing up your employees’ time. | Limited comprehension: Chatbots may have difficulty understanding complex or ambiguous queries, especially if they’re not well designed. Impersonal experience: They may lack the personal touch that a human advisor can offer. Initial development cost: Creating a sophisticated chatbot can be expensive and require regular updates. |
Did you know?
Chatbots can reduce customer service costs by 30%!
Source: McKinsey & Company, 2021.
Chatbots can reduce customer service costs by 30%!
Source: McKinsey & Company, 2021.
Jim, your new AI assistant
Jim automates repetitive tasks such as replying to messages and reviews, collects leads, analyses your customers’ feedback, and optimises your company’s online presence across all platforms – including in AI responses!
2) Classic live chat, to personalise your interactions
| Pros | Cons |
| Human interaction: Live chat provides personalised, human interactions, which improves customer satisfaction. Flexibility: Human advisors can understand and respond in a flexible and detailed way to complex questions. Real-time problem solving: Advisors can handle complex situations and offer tailored solutions immediately. | Limited availability: Live chat only works during the business’s opening hours. Operational cost: Employing specialist live chat management staff may incur additional costs. Response time: If the volume of requests is high, waiting times may increase, which can frustrate customers. |
Partoo’s tip:
Partoo’s live chat allows you to combine the benefits of a chatbot (such as round-the-clock assistance) and those of a classic live chat (providing personalised customer interactions!)
Partoo’s live chat allows you to combine the benefits of a chatbot (such as round-the-clock assistance) and those of a classic live chat (providing personalised customer interactions!)
3) Webchat to convert customers through your website
| Pros | Cons |
| Accessibility: Webchat is available via your website, where browsing Internet users are more likely to have questions about your products or services. Customisation: Can be configured to meet specific business needs, with customised messaging and tailored workflows. The option to use a hybrid webchat: as in Partoo’s webchat SMS, where customers receive answers via text message. | Relies on the web interface: If the website encounters technical problems, the webchat may no longer function. |
In short: what aspects should you factor in when choosing an instant messaging “chat”?
The choice between a chatbot, a live chat or a webchat depends on several company-specific factors:
If you receive lots of simple requests, a chatbot could be ideal for managing this volume effectively.
For complex issues requiring human interaction, a live chat or webchat managed by your employees will be more appropriate.
If you want to offer 24/7 support, a chatbot is a must. You can also consider a webchat that combines a chatbot and live chat to cover all your bases.
Evaluate the initial cost and ongoing operational costs for each option. A chatbot may require a higher initial investment, while a live chat has higher recurring costs.
If you prefer personalisation and human interaction, a live chat or a webchat managed by humans provides a better level of service. However, a hybrid solution using a web chat that combines a chatbot for simple queries and live chat for more complex requests can offer the best of both worlds.
Boost your sales with conversational commerce
In this white paper, discover the key steps to building a successful conversational strategy:
- Identify the best messaging platforms to adopt
- Learn step by step how to deploy conversational commerce within your organization
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