In 2020, almost every business needs a chat solution on their website. It’s almost like your website visitors expect it. If they don’t see it, they don’t know where to get answers to their queries.
A website can never answer all questions on the same page and it can’t relate to every website visitor too. Every visitor is unique.
Research says that a staggering 42% of the customers expect seeing a chat option on the website compared to 29% who prefer communicating via email and 16% through social media channels.
Now that we’ve established the fact that your website needs a webchat solution, it is important to understand what type of chat is important for your business.
This post is going to compare two popular options against each other – “web chatbot” and “SMS chabot triggered via website” Both are good and have distinctive characteristics, but which is better for your business?
Let’s find out.
What is live chat?
Live chat is a website widget that goes anywhere on your website and expects your team to sit in the backend to answer the visitors queries. Not just that, it also expects the user to stay on the web.
In short, the entire conversation happens online – while both your team member and your customer stay online on the web.
What is web chatbot?
A web chatbot is very similar to live chat with the only exception that it answers questions automatically to the questions it has answers for.
You need to train your chatbot with predefined questions. If your web chatbot cant answer something, you need to get back to your user via email or need them to wait till a representative is available.
As highlighted above, only 29% really care about email communication.
What is SMS chatbot?
SMS chatbot is a combination of both live chat and webchat – it’s a widget that goes on your website that lets visitors/customers start conversations with your business. Those conversations appear in your backend dashboard/mobile where a representative can respond if needed or the system responds intelligently.
But it’s different than live chat and web chatbot both, because all messages are texts back-and-forth through your business phone number.
Messages appear in your online dashboard or your mobile app, and your responses go straight to customers’ cell phone. They reply, and repeat.
This lets you carry on the conversation after that viewer has left your website, and at their convenience. No worrying about follow ups, losing a visitor and so on.
What is best for customer communication and conversion?
Conversions happen when the right conversations happen at the right time. The first problem of conversations is solved as customers are coming to your website already. Now we need to solve for timing.
Remember, before solving for the right timing customers first look for answers to their questions and dont want to book during the first interaction.
This is why you need to be able to follow up with leads effectively, otherwise you will miss out a lot of business. “Effectively” being crucial – in a manner that customers respond to your follow up.
Your business can require leads to give you their name, email, and phone number in order to start a chat with you, but it’s very difficult to have a conversation with a prospect in one place and then have to connect with them through another channel.
That’s why SMSbot chat beats live chat or web chatbot for sales conversions. SMS chat conversations happen through the prospect’s cell phone, and texting is going to be the quickest way to follow-up with sales leads (95% of texts are read within 3 minutes).
Texting is also proven to increase sales conversions by over 100% compared to following up via phone call or email.