Written by: Hayley Bonnett
Published: 24 April, 2023
When you're running a business, you're always on the lookout for ways to improve customer experience. One area to consider is your communication channels, specifically your chat options. Chat tools are an excellent way to increase customer experience. Let's explore the different options for chat tools and the pros and cons of each.
Live chat is a real-time conversation between a customer and a customer support representative. Typically, customers chat with a human via the business's website. Live chat, like HubSpot’s Live Chat, is ideal for providing personalized support and addressing customer questions or concerns quickly and accurately.
There are various forms of chat tools, with chatbots and social media chat being the two most popular.
Chatbots are automated messaging tools that use AI or pre-set answers to communicate with customers. They can answer common questions, provide assistance, and collect information from users.
Social media chat is when a social media platform's chat is integrated into another platform. For example, a website using Facebook Messenger on their website.
These tools can be useful for providing basic support or answering frequently asked questions, without the need for staff intervention. Some popular chatbot tools include Manychat and HubSpot Chatbot Builder.
As AI continues to develop, so do the tools that use AI, including chatbots. This growing field is an exciting new frontier in customer support, with the potential to revolutionize the way businesses interact with their customers. AI chat tools can be highly effective at understanding natural language and providing accurate responses. However, it is important to remember that AI chat tools are a relatively recent development in the field of chat tools, but they show great potential for further development, especially in creating more personal interactions. If you’re interested in learning more, we recommend checking out 18 of the Best AI Chatbots for 2023.
For businesses that use any tier of HubSpot, there are various helpful tools such as the HubSpot Live Chat and Chatbot Builder. The Live Chat tool allows businesses to engage with customers in real-time and track conversations in one central location. The Chatbot Builder allows businesses to build custom chatbots to automate routine conversations and free up time for staff to handle more complex inquiries.
When deciding between live chat and chat tools, consider your business's needs and goals. Live chat is best for offering personalized customer support and direct communication with staff, but may not be as efficient as chat tools for handling high volumes of inquiries. Chat tools are highly efficient and scalable, making them ideal for automating routine conversations and freeing up staff time for complex inquiries. Check out our services or contact us to learn more and experiment with different options to find the best fit for your business and customers.
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