Live Chat or Chatbot: Which is Best for Your Business

As customer service becomes more and more important in today’s business world, companies are looking for ways to streamline their processes and improve customer satisfaction. One of the most popular methods for doing so is through live chat and chatbots. But which one is best for your business? In this article, we’ll look at both options and help you decide which one is right for you.

Live chat and chatbots are both great tools for businesses to use to engage with customers. Live chat offers a more personal and immediate connection with customers, allowing them to ask questions, get help, and provide feedback in real-time from human agents. Chatbots, on the other hand, are automated and can provide customers with quick answers to simple questions. When deciding which tool is best for your business, consider your customer base and the types of questions and interactions you need to be able to handle.

If your customer base is largely tech-savvy and experiences more complex customer inquiries, live chat may be the best option. If your customer inquiries are simpler, chatbots may be the better choice. Ultimately, the decision comes down to what best suits your business and customer needs.

What is Live Chat?

Live chat is a customer service tool that allows customers to communicate directly with a customer service representative or salesperson in real time through a chat box on a website.

It can be used for a variety of customer service interactions, from providing quick answers to simple questions to more complex customer inquiries. Live chat also provides customers with a more personal experience, as customers can speak directly with a customer service representative. It can be a great tool for businesses looking to provide an efficient and personalized customer service experience.

What is a Chatbot?

A chatbot is an automated program designed to simulate human conversation. Chatbots are typically used in customer service to answer:

  • Frequently Asked Questions (FAQs)
  • Provide Information
  • Complete Basic Transactions

Built using artificial intelligence and natural language processing, chatbots can understand and answer questions in a way that feels like a real conversation. They offer an instant response and can be used on a variety of platforms, including websites, messaging apps, and social media.

Live Chat Pros and Cons

Live chat can be a great way to build stronger relationships with customers and provide personalized assistance. But, like most things, it has advantages and disadvantages that we outline below.


  • Personal Touch
    Live chat allows customers to engage directly with customer service reps, giving them a more personal experience than chatbots.
  • Complex Queries
    Live chat is much better suited to handling complex questions and issues that require a personalized experience.
  • Relationship Building
    Live chat can help build stronger relationships with customers — and prospective customers — by providing a human touch.


  • Limited Availability
    Live chat requires a live agent to be available at all times, which may not be feasible for smaller businesses or businesses with limited resources.
  • Time-Consuming
    Live chat can be time-consuming for representatives, especially if many customers are waiting for assistance.

Chatbot Pros and Cons

Chatbots are becoming an increasingly popular method for businesses to provide quick and efficient customer service. While they are a powerful tool for handling basic customer inquiries, they also have pros and cons to consider which we outline below.


  • Always Available
    Chatbots can be available 24/7, answering customer questions and providing directions no matter your business’s operating hours.
  • Cost-Effective
    Chatbots are more cost-effective than live chat as they require less manpower to maintain.
  • Time-Efficient
    Chatbots can handle multiple customer queries at once, making them much more time-efficient than live chat.


  • Limited Scope
    Chatbots are best suited for answering basic queries and may struggle with more complex questions.
  • Impersonal
    Chatbots lack the personal touch of live chat, which may lead to frustration or dissatisfaction from some customers.
  • Limited Adaptability
    Chatbots may struggle with new or unexpected questions that fall outside their programming.

Which is Best for Your Business?

Ultimately the choice between live chat and chatbots will depend on your customer’s expectations and your specific business needs and resources. Smaller businesses or those with limited resources may find chatbots to be more cost-effective and efficient, while larger businesses may prefer the personal touch and relationship-building potential of live chat.

Provide the Best Service to Your Customers

Providing excellent customer service is critical to maintaining customer satisfaction and loyalty. Whether you choose live chat or chatbots, it’s important to remember that both options have their pros and cons. By considering your business needs and resources, you can choose the option that best fits your specific situation and helps you provide the best possible service to your customers.

At New Path Digital, we are passionate about helping businesses and organizations grow. Whether you’re looking to add live chat or chatbots to your customer experience or are interested in other ways to grow your business with digital marketing, schedule a free consultation to learn how we can help you reach your goals.

Blog Last Updated on 10 months by New Path Digital

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