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What you should know about live chat and chatbots in marketing

Ana Mayer
min read
What you should know about live chat and chatbots in marketing

Personalized conversational marketing through the use of chatbots and live chat functionalities are all the rage now and for good reason. In today's digital world, customer expectations are at an all-time high, and human attention spans are dwindling. Brands and marketers need to be ahead of the curve or they will lose out.

Sales teams and B2B marketing executives are harnessing the power of chatbots and live chat services to convert new visitors and meet the expectations of their existing customers. With live chat and chatbots, all customers enjoy improved personalized conversations, gratifying experiences, and real-time solutions to the concerns of their customers.

When wearing your business outfit, remember that your first impression is the last impression your customers have about your brand. Most customers will not visit your website or even think twice about your brand after one unpleasant experience. 

The use of live chat and chatbots give brands access to customers at a very important phase in the marketing and sales cycle. A time when customers are about to decide whether to buy your products or not. Engaging them at this stage will be a game-changer for your business.

Let's take a look at the difference between chatbots and live chat features for your business marketing and sales efforts. 

What does having a chatbot mean for your business?

A chatbot is essentially a program designed to provide instant, pre-programmed answers to certain queries. They respond to messages containing particular keywords. Chatbots also engage with customers and reduce wait time.

There have been lots of arguments in regard to the effectiveness of chatbots in responding to complex inquiries. The truth is that chatbots are not meant to take over the entire customer conversation process. They exist to make life a little easier. To reduce wait time and reduce the demand for human capital for business organizations.

But chatbots are only as good as the technology or software that they are built on. There are two types of chatbots technologies, they are;

  • Command-based chatbots: They only respond to a limited amount of simple and specific frequently asked questions (FAQs).
  • Chatbots based on Artificial Intelligence (AI): They use machine learning to predict the behavior of visitors. Thereby providing relevant information for more complex inquiries.

For chatbots to be an effective conversational marketing tool, businesses must monitor them. They must train, update, and test them on a regular basis. This is to ensure that they are providing relevant information to meet the needs of visitors. Chatbots are incredibly useful and highly effective in dealing with routine FAQs. AI Chatbots are even better. They are capable of holding conversations like real humans. 

Live chat for your business needs

Having a live chat tool for your business means that your visitors and existing customers get to speak with a real live agent or representative in order to get answers to their questions. In the business world today, the competition is cut-throat, customers are demanding faster response time from business websites. 

Statistics show that 81% of customers favor quick responses to their inquiries, while 70% of visitors derive the utmost satisfaction from a website that has a live chat service. Live chat is the best way to deliver personalized, one-on-one customer support services to both prospective and existing customers alike. 

According to IBM, other customer service options such as phones or email will only exist as a back-up option to live chat by 2020. If your brand intends to market and capture the growing population of millennials, then your business needs to maximize live chat tools effectively.

Why your business needs to invest in chatbot and live chat messaging tools


When live chat or chatbot functions are available, they cut down the wait time of your visitors to a minimum. Through one-on-one conversation with an agent or representative, your visitors can get immediate, real-time answers to their questions. 

When compared with other traditional communication models such as phone, or email- live chat and chatbots rank higher. They are preferred by over 50% of consumers. However, if you only provide live chat services during business hours, you'll need to let your customers know when they can access live chat services. Most consumers favor 24 hours availability for live chat services. So employing the use of chatbots is a great way to guarantee 24 hours availability for your customers without human intervention. 

Good customer service and experience

Every brand must strive to deliver exceptional customer support services. They must establish clear communication lines between the organization and its customers. This is where live chat and chatbots come in handy. 

Although chatbots are still a bit limited in providing the human element in conversations, the development of chatbots using artificial intelligence has recorded remarkable improvements in the capabilities of chatbots to resolve complaints.

Yet, just as most agencies look for professional writers on the Online Writers Rating website, most customers favor one-on-one conversations. Conversations with real human beings who are capable of assessing the mood of the users. As well as showing empathy, and meeting the unique needs of customers. 


As a marketer and entrepreneur, you'll want a communication system that is both affordable and offers a good ROI. Live chat and chatbots fit into these profiles. Live chat services can generate leads for your business, and earn you the trust of regular customers. They keep your customers happy in a cost-effective way. 

Additionally, call centers or phone-based conversation channels have become very expensive for most companies. And they are not even getting the desired result in terms of customer satisfaction. Research conducted by IBM revealed that organizations spend as much as 1 trillion dollars every year on 256 billion calls. Most business outfits today are moving away from costly call centers and embracing chatbots and live chat marketing tools.

Improved response time

Chatbots respond instantly, and this may keep visitors on your site. Especially while the chatbot tries to escalate some difficult questions to a human representative. Autodesk Virtual Agent (AVA) is an example of a HYBRID chatbot powered by Artificial Intelligence. This chatbot was able to achieve up to 99% improvement in customer response time.  AVA was able to resolve as many as 1 million requests annually without human intervention.

Final thoughts

Any tool you decide to use will depend on the goals you intend to achieve for your business. When it comes to the war against live chat and chatbots, businesses must account for the level of communication they'd like to maintain.

As a marketer or entrepreneur, you need a cost-effective and robust approach to communication. A tool to help you effectively communicate with both old and new customers on your website or e-commerce store. 

Chatbots and live chat are smart, powerful, and pocket-friendly. They require less investment, and they generate high turn-over. They also improve the bounce rate, achieve higher customer satisfaction, and increase sales for your business. 

When done right, both live chat and chatbots can offer unimaginable value for your business and to your customers. Live chat and chatbots services are currently shaping conversational marketing by connecting customers to business outfits. 

With the use of live chat and chatbot tools, your visitors will get the personalized service they've always desired. And your business will reap all the benefits. Get started with an Engati chatbot today.

About the author

Ana Mayer on live chat chatbots marketing

Ana Mayer is a freelance writer who is a qualified specialist in the field of digital marketing.

She writes for different news portals and thematic blogs that help her stay at the heart of the programming and technology news.

Such work gives her the opportunity to write articles on the most relevant topics of today.

Ready to take a spin on live chat and conversational automation? Register with Engati today to get started!

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