Live chat VS Callback

You’d think that since we’re a call-back software company, we will not talk about live chat. Nah, live chat has its merits.

Both live chat and callback can come in the form of a widget you can place on your website, and both can help you with real-time client contact.

But the million dollar question, which is better?

A Quick Introduction

Live Chat

Live chat solutions are online chat applications. It enables website visitors to have a text-based chat with businesses. It’s especially popular with e-commerce websites, due to its ability to open multiple chat at the same time. It’s also popular among the younger audience.

Call Back

Callback solutions (like Novocall) are online-to-offline call applications. It enables website visitors to have a real-time phone call with businesses. Callback software are more popular with service-based websites and businesses, as it is able to hold actual phone conversations and explain a complex service more effectively.

 

Advantages

Live Chat

  • Good for multi tasking – Leads can engage in a chat while at work or doing something else
  • Cheap – Many live chat apps are cheap. However, they charge by per user/seat, which can rack up expensive charges if you have multiple agents.
  • Good for customer support – With live chat, you can send a ready-made answer and move on to another customers’ question

Call Back

  • Powerful conversion channel – You or your sales reps are able to convey information easily and convince buyer to purchase your product or service. Phone channel has always been the greatest conversion for selling.
  • Build relationship with client – Since it’s an actual phone conversation, you’ll be able to hear the tone, volume and nuances of a conversation. No misinterpretation of words and happy customers
  • Attributable to ads & marketing campaigns – You’ll be able to attribute successful callbacks as a goal in Google Analytics, and track calls as part of your ad campaigns
  • Great customer experience – Unlike normal phone calls, the customer do not need to manually call the company and wait on the line for ages
Call me maybe?

Disadvantages

Live Chat

  • Not good for sales – Agents cannot have a proper discussion or sales pitch as visitors can ignore or close the chat window easily.
  • High propensity for misunderstanding – I’m sure you’ve experienced it before, text-based conversations are difficult as there’s no room for tone, emotions and reactions. There is no chance to create a bond between the client and the brand.
  • Time-consuming – Chat conversations can drag over a long time period because of the long response time of both sides. This makes it time-consuming and difficult ot close an issue.
  • Not good at lead capture – Not all chat apps have lead capture, and a visitor can easily not give email or provide a fake email.

Call Back

  • Not good for support – Calls cannot replicate frequently asked questions. If you need to repeat common answers all the time, it’s a huge time-waster.
  • Not good for shy people – Some people just detests talking on the phone. They prefer contacting you via e-mail or chat. Thankfully, Novocall has a backup message option for non-callers.

 

Who is it for?

Live Chat

Live chat apps is suitable for businesses with self-service or transactional business models. It will also work for businesses with a lot of client support.

Example industries: most eCommerce, software products

Call Back

Callback apps are perfect for companies selling complex and high-value services or products. It is most useful for the services that require some explanation or customization prior to the sale.

If your business model is a mid to high touch model, you should go with a callback widget like Novocall.

Example industries: service-based businesses, travel, real-estate, education & workshops, finance, high-end eCommerce.

Hmm, how about both?

Honestly, callback apps and live chat apps are two sides of the same coin. The key difference is the communication channels.

This means you can use them for different purposes.

You could use callback for sales and live chat as a customer support. That is why there are companies that do both, and by doing so, you are cater to both types of clients, those who prefer to talk and those who prefer to text.

Written by

JJ Huang

JJ is the Co-Founder of Novocall. When he’s not busy building the Novocall brand, he spends his time watching crime shows and documentaries.

Written by

JJ Huang

JJ is the Co-Founder of Novocall. When he’s not busy building the Novocall brand, he spends his time watching crime shows and documentaries.

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