What is the Difference Between Live Chat and Web Chat?
The terms "live chat" and "web chat" are often used interchangeably, but there are some subtle differences between them.
What is Live Chat?
Broadly speaking, live chat refers to real-time online communication between people using a text interface. This can be done through a variety of channels, including dedicated chat apps/widgets, social media messaging, or text messaging apps like WhatsApp. In business, live chat is often used for customer service and support, as well as for sales and marketing purposes.
What is Web Chat?
On the other hand, web chat usually refers specifically to a chat app/widget that is integrated into a website and a customer types text messages into a pop-up interface. Web chat bots are good at quickly dealing with simple queries and they provide an easy and immediate way for customers to contact businesses with queries without having to wait on hold for an agent.
Traditionally, when we speak of web chat we think of interactions with a bot, whereas live chat is with a person.
Conversational AI in Web Chat
However, the lines between live chat and web chat are becoming blurred with the introduction of conversational AI chatbots to web chat.
Instead of the simple ‘yes/no’, ‘click here’ type of bot interactions, conversational web chat brings in natural-sounding, two-way conversations to web chat that are far richer and more meaningful than the straightforward decision-tree bots. These AI chatbots use Natural Language Processing, Machine Learning and automation to provide highly efficient customer engagement.
Live Chat vs Web Chat
Limited to agent availability
Human empathy and understanding
Quick and easy query handling
Personal contact and agent has access to customer data
Can personalise with API connection to data
Types of Queries Handled
Both simple and complex queries
Excels at simple, repetitive tasks
More costly as live agents required and less scalable
Let Webio help define and achieve a metric that matters to you
Take advantage of our ground-breaking AI-assisted communications to achieve better outcomes for your enterprise.
Register for a personalized demo where our team will review how Webio's intelligent customer engagement solutions can positively impact inbound and outbound customer engagement in your business.