Both chatbots and live chat help customers get answers quickly. The right choice depends on your volume, your team and the questions you get.
Choose a chatbot if…
- Most questions repeat: shipping, returns, sizes, opening hours.
- Customers write outside your working hours.
Choose live chat if…
- Questions are complex or high-value.
- Your team has time to reply quickly.
Or combine both
Many stores use a chatbot for common questions and hand complex cases to a person. That gives 24/7 answers without losing the human touch.
