Customer support is the backbone of successful businesses.
But offering proactive customer support is easier said than done – especially as consumer expectations evolve.
Over the years, businesses have used traditional chat systems on websites to assist visitors.
But as consumers start to prefer more conversational modes, there has been an uptick in the number of businesses moving to WhatsApp live chat instead.
So in this post, we’re going to discuss WhatsApp live chat vs traditional chat support, and what is better for fast-growing businesses today.
What Is WhatsApp Live Chat?
WhatsApp Live Chat refers to a solution that enables businesses to assist or offer customer support services on the messaging app. With over 2 billion active users globally, WhatsApp today is one of the most preferred channels for consumers to engage with businesses they are interested in. Some of the key features of WhatsApp Live Chat include:
1. Instant and personalized messaging – Quick and real-time interactions on actively used messaging apps.
2. Rich media support – Ability to share images, audio files, documents, and location details.
3. Mobile-first – WhatsApp Live Chat is the most optimized channel for mobile users.
4. Global accessibility – Reach customers across all demographics to offer support services in multiple languages.
What Is Traditional Chat Support?
Traditional chat support refers to chat systems that are embedded on websites or mobile apps. It operates via a dedicated chat widget that allows customers to type messages directly to a customer service agent or chatbot. Some of its key features include:
1. Chat widgets – Customizable widgets to match the brand’s identity.
2. Website integrations – Easy to embed and interact with for users browsing websites or apps.
3. File sharing – Ability to exchange images, screenshots, or documents based on customer inquiry.
4. Chatbots – Many chat systems also offer chatbot integration to automate responses to frequently asked questions.
Key Differences Between WhatsApp Live Chat and Traditional Chat Support
While both WhatsApp live chat and traditional chat support systems aim to ease customer interaction and provide proactive assistance, here are the key differences between the two:
Choosing Between WhatsApp Live Chat and Traditional Chat
While both WhatsApp Live Chat and Traditional Chat have proven to help businesses actively engage their customers, here’s how to decide which one you need:
1. Customer base
A traditional live chat works best if your primary customer touchpoint is the business website or app. But if your customers are active on social media and chat apps more often, opting for WhatsApp live chat removes the barrier and drives higher engagement.
2. Type of interaction
Website or mobile app live chat is ideal for short, session-based queries where customers are seeking immediate answers. But if the interaction requires ongoing conversation, follow-ups, and long-term engagement to address complex issues, WhatsApp live chat is a better option.
3. Business industry
Traditional live chat works well for businesses in eCommerce or SaaS where queries are often related to on-site actions or transactions. But WhatsApp live chat is better for businesses like service providers that require personalized interactions.
4. Accessibility
If you want to provide customer support only during website visits or app sessions, a traditional live chat serves the purpose. But if you want to offer support anytime and anywhere, even when the user leaves the website, WhatsApp live chat is more effective.
5. Scalability
Traditional live chats require WhatsApp integration with chatbot or automation tools to scale. But WhatsApp live chat can be easily scaled using an API solution provider like Interakt that helps set up automated support workflows on WhatsApp and comes with features like shared inbox to manage high message volumes.
6. Engagement goals
If you’re looking at simply resolving queries during a website or app session, a traditional live chat is enough. But if you’re looking at building out long-term relationships with customers, WhatsApp live chat works better. API solution providers like Interakt can help you set up WhatsApp broadcast messages, and support automations, follow-ups, reminders, and notifications.
Conclusion
Both channels offer efficient ways to offer customer support.
But when it comes to versatility and being able to create connected and conversational journeys for customers, WhatsApp wins hands down.
Want to know how WhatsApp live chat can replace traditional chat support?
