What is Online Webchat?

Webchat and messaging are both common channels for businesses to use, and both need to be part of the channel mix. They can complement each other beautifully, with conversations that start in webchat being moved into other messaging channels with ease (provided you have a conversational engagement platform like Webio).

In reality, conversational messaging is more feature-rich than regular webchat as delivered by many providers, but most of the functionalities of Webio conversational messaging are also available with Webio's webchat.

Customers love the instant accessibility of webchat and it gives them easy inbound access to a company.  

One point to highlight is the operational efficiencies that conversational messaging delivers.  We have seen some amazing results from our clients with 70% response rates on proactive outreach, 90% reduction in Agent Handling Times (AHT), and a 52% uplift in payment arrangements. The argument is compelling. 

A clear difference is that webchat is inbound only, whereas conversational messaging can provide both inbound and outbound communication.

In the end, both channels offer real-time communication that allows for swift customer suppor, which can lead to increased customer satisfaction and loyalty. Both can also be used to gather customer data, track customer interactions, and analyse customer behavior, which can help businesses to improve their products and services.

Ultimately, the choice between webchat and conversational messaging will depend on the specific needs and goals of the business. While webchat can sometimes be more structured, conversational messaging is more informal, allowing businesses to tailor their communication strategy to best suit their audience.

But remember, it does not have to be a choice between one or the other but rather offering the best of both channels to customers.

Learn more:

• DebtChat by Webio