Understanding the right support technology for your business
November 29, 2025 7 min read
Chatbots: 24/7 Automation
Available 24/7 without staff costs
Instant responses to common questions
Scalable to unlimited conversations
Cost-effective starting point
Limited to predefined answers
Live Chat: Human Touch
Personalized, empathetic support
Handles complex, unique situations
Builds customer relationships
Requires staffing and availability
More expensive per conversation
The Best Approach: Hybrid
Use chatbots for initial contact and FAQ, escalate to live chat for complex issues. This provides 24/7 availability with human expertise when needed, optimizing both cost and satisfaction.