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Why install a Chat on your site?
Offer the most personalized service possible is a way to stand out from the competition andEncourage users of your site to choose you. Responding directly to questions from users of your site is an excellent way to offer an ultra-personalized service and to highlight your responsiveness and your skills.
Live chat vs chatbot: what's the difference
Live chat
The live chat is live messaging That allowsinteract with the users of your site. A window opens in a corner of your site allowing users to ask you a question and for you to answer it whenever you want. Quite simply, It's as if you were having a WhatsApp conversation with a user of your site.
Chatbot
A chatbot is a computer program that simulates a conversation with the users of your site. On paper, it works like a live chat, but in reality, It is an AI that will answer user questions live in your place.
Which is the most interesting to set up on your site
24/7 support
Chatbot advantage obviously who offers this possibility. In the case of a live chat, it is difficult for you to respond when you are sleeping, if you are in court or busy. If your business is carried out internationally, if you are targeting countries in time zones that are very far from yours, it will be difficult to be responsive 24/7 with a live chat. It is possible to deactivate the live chat at certain hours, or to automate a message saying that it is inactive and to push users to send an email to avoid situations where they expect a response and never receive one.
Response speed
The chatbot responds in a few seconds to user questions. While Live chat relies on your response speed. If you are overwhelmed and aware that it will be impossible to devote a single minute to answering, there is no need to use the live chat option. Also, when you know the retention period of a website, try to answer quickly even the complex subject. The risk is that an impatient person will leave the site to go to others in search of answers to their question. Ask directly for the email address of the interlocutor if the answer to his question requires you time to think.
Customizing the service
Victory hands down from the live chat obviously. Relevant answers since you are the one who writes them. Where chatbots can sometimes respond off the mark, make mistakes or, in more complex cases, not provide users with an answer at all. This can worsen the user experience. With a live chat, you choose your answers, you can add value to each answer and maximize user satisfaction.
prix
There are chatbots or live chats at all prices, even free. Like most services, the less you spend, the more limited your options are. For chatbots, if you want artificial intelligence that is better able to learn, to make personalized and relevant answers, the price is rising rapidly. While you can find a free live chat where you take care of the answers.
Which cat to choose for your office site
Live chat
We tested the tool Crisp and it works quite well. There is a free offer that allows you to use the live chat function, which is also very easy to install on your site. Some CRMs also offer live chat options that are sometimes included (often for a fee) in your CRM subscription. This is the case with Hubspot or Pipedrive, for example, and certainly others.
Chatbot
For Chatbots, we recommend Botpress or Voiceflow. Both offer free versions. With these two tools, it is possible to create a chatbot without having any code knowledge, but we recommend that you are still very comfortable with computer tools.
Once installed on your site, the chatbot will require almost no attention (just check from time to time that it does not give incorrect answers). However, setting up requires a lot of time. Indeed, you need a well-written prompt to prevent the chatbot from answering anything. Writing this database, in addition to setting up the bot on your site, can take time and sometimes not entirely meet your expectations.
Our opinion
If you are alone or in a firm where no one manages the site almost full-time, except for strong motivation and an absolute desire to have one, it is very complicated to set up a chatbot. We tried on our side during the writing of this article and, while we saw the potential of the tool for a liberal firm, we have a hard time recommending that you start with your eyes closed. The technical resources and time required to set up are too great.
For Live chats, we invite you to try. They are easy to set up and remove if the results are inconclusive or if you realize that you don't have time to respond to messages. If you are talking to individuals (criminal, family, inheritance, civil,...), this tool can be an excellent way to to reassure, to show your skills and to encourage people to contact you. Give Crisp a try and let us know what you think.
