WhatsApp Live Chat vs. Traditional Chat Support

What do you think about WhatsApp live vs. traditional chat support? Which one is good? Both have their advantages and disadvantages when using them for customer service. 

Customer service is the main aspect of any successful business. However, providing assertive customer support is simpler said than done, mainly as consumer requirements evolve. Since that time, businesses have used traditional chat systems on websites to help customers.

While prospects initiated to refer to more conversational modes, there has been an increment in the number of businesses forwarding to WhatsApp live chat instead of others. This is quick and simple.

In this article, we are going to explain the differences between WhatsApp live chat vs. traditional live chat support. Which is going to be the best one? 

What is WhatsApp Live Chat?

WhatsApp live chat is the solution used to allow businesses to lead or provide customer support practices on the messaging platform. Currently, with more than 2 billion active users worldwide, WhatsApp is one of the most popular tools for clients to connect with brands they are interested in. 

There are a few features of WhatsApp live chat offers:

Immediate and customized messaging – Quick and efficient messaging on actively used communication platforms.

Rich media support – Allows sending images, audio files, documents, and location information.

Mobile-first – WhatsApp live chat is the most enhanced platform for mobile users.

Global availability – Target clients around every demographic to give support services in many languages.

What is Traditional Chat Support?

Traditional chat systems are solutions that are embedded in websites or mobile apps. It functions like a dedicated chat widget that allows clients to write messages directly to a customer service agent or chatbot.

A few of the key features include:

Chat widgets – Personalize widgets to match the business’s originality.

Website integrations – Quick to embed and communicate with users who are discovering websites or apps.

File sharing – Offer to exchange files, images, screenshots, or documents depending on client inquiry.

Chatbots – Multiple chat systems allow the integration of chatbots to automate replies to FAQs.

Differences of WhatsApp Live Chat Vs. Traditional Chat Support

Both WhatsApp live chat and traditional chat support aim to simplify customer engagement and offer fierce guidance. There are important features between these two methods.

1. Platform

WhatsApp live chat: This chat feature hosted on WhatsApp makes it easier for clients to access the chat even when they leave the website or app.

Traditional chat support: Planted on the website or app, needed customers to stay in the chat.

2. User familiarity

WhatsApp live chat: Most of the users use the platform as many of them are already familiar with and active.

Traditional chat support: Needs users to navigate the business website or application interface.

3. Availability

WhatsApp live chat: The Chat engagement gives regularity with saved history on the messaging tool.

Traditional chat support: This system is session-based and completes early when the user leaves the website or app.

4. Features

WhatsApp live chat: Customer support on WhatsApp live chat offers to include rich media files like images, documents, and screenshots, along with location sharing and interactive buttons.

Traditional chat support: Compared to others, it is limited to text, canned replies, and basic file sharing.

5. Customer reach

WhatsApp live chat: Chat on WhatsApp can start with WhatsApp links, QR codes, and click-to-WhatsApp ads. 

Traditional chat support: Needs users to check your website or app actively.

6. Scalability

WhatsApp live chat: Completely reliable with WhatsApp Business API solutions like GetItSMS for automated support workflows, notifications, and follow-ups.

Traditional chat support: Scalability might be challenging with this, hence limited automation.

7. Customer engagement

WhatsApp live chat: Regular communication creates long-term engagement and allows 1:1 customization.

Traditional chat support: Real-time communication but lacks continuity after the session is finished.

Which One To Choose: WhatsApp Live Chat Vs. Traditional Chat Support?

Both WhatsApp live chat and traditional chat support help provide customer service to consumers. These strategies actively help organizations associate with their clients and determine the best option for client support.

1. Type of communication

Traditional chat support is perfect for short, session-based engagement where clients are looking for quick replies. However, talking about communication needs ongoing conversation, reminders, and long-term interaction to show complex queries, so WhatsApp live chat is good to go.

2. Scalability

Traditional live chat needs to integrate WhatsApp chatbot or WhatsApp automation tools to scale the process.

API providers such as GetItSMS effortlessly scale WhatsApp live chat, helping businesses set up automated support workflows on WhatsApp. It comes with functionalities like a shared inbox to handle high messaging volumes.

3. Business industry

For industries in e-commerce or SaaS-based where queries are usually related to on-site actions or transactions, traditional live chat is well suited. However, WhatsApp’s live chat support is good for organizations like service providers who need customized communication.

4. Customer base

Traditional chat support is good if your important customer touchpoint is the business website or app. But if your clients are active on social media and chat apps usually, going for WhatsApp live chat eliminates the barrier and results in higher engagement.

5. Engagement goals

A standard live chat is sufficient if all you want to do is answer questions during a website or app session. However, live chat on WhatsApp is more effective if you want to establish enduring relationships with your clients. You may set up WhatsApp broadcast messages with the assistance of API solution providers like Interakt, which also offer automation, follow-ups, reminders, and notifications.

6. Accessibility

If you have to offer customer service only during website visits or app sessions, a traditional live chat offers the reason. But if you need to give support anytime and anywhere, live chat on WhatsApp is more helpful, even when the user leaves the website. 

Frequently Asked Questions

Q1. Is WhatsApp live chat perfect for all businesses?

A. Yes, the WhatsApp live chat system is used for businesses around the world. However, as support needs to share details or personal information, using an API solution provider to add a layer of security is necessary.

Q2. Is traditional chat support completely replaced by live chat on WhatsApp?

A. Yes, WhatsApp live chat is changed by the WhatsApp live chat system. But to do this, contact a WhatsApp Business API provider like GetItSMS to set up chatbots, follow-ups, and automated workflows, mainly for critical queries.

Q3. What are the effective features of live chat on WhatsApp?

A. Organizations can manage with their CRM, knowledge base, and another system to send multimedia, which guides the clients effectively. The customer-responsive platform and conversational behavior of WhatsApp make the tool more preferred over traditional chat support.

Q4. Who is the WhatsApp Business API service provider?

A. WhatsApp live chat can be effortlessly scaled using API providers such as GetItSMS, which helps to set up automated support workflows on WhatsApp.

Q5. What is WhatsApp’s live chat support system?

A. WhatsApp live chat is the solution used to allow businesses to lead or provide customer support practices on the messaging platform.

Conclusion

Both systems provide effective methods to offer customer support. But while it’s about versatility and being capable of creating connected and conversational journeys for clients, WhatsApp wins hands down. Are you interested in knowing how WhatsApp live chat can take the place of Traditional chat support? Come to us!