ARTICLE
Messaging vs. chat: What’s the difference?
Both traditional chat and messaging enable businesses and customers to communicate with each other to answer questions, get support, or make buying decisions. However, there are some key differences between the two types of communication. In this article, we’ll compare chat and messaging so you can decide which customer service channel makes the most sense for your business.
The main difference between messaging and chat
Traditional live chat typically occurs in realt-time on a company’s website or app. Like phone support, chat support is synchronous, meaning the customer and agent have to be available to communicate at the same time. If one person leaves, the chat session gets terminated.
Messaging, on the other hand, more closely resembles a text message or social messaging exchange where customers and agents get the best of both worlds: They can respond immediately, in a few hours, or even after a few weeks. Messaging can occur on a company’s website, app, or social media.
How your business can benefit from messaging
While offering live chat is helpful when customers need immediate assistance, messaging improves live chat’s capabilities by offering ongoing support. Here are a few ways messaging can make a difference for your business:Agent efficiency: Agents are more effective in managing a higher volume of asynchronous conversations at the same time compared to chat.Improved reach: You’ll reach more customers by extending conversations beyond your website onto social, SMS, and your own branded app.More communication channels: You’ll have the flexibility to leverage third-party messaging apps like Facebook Messenger and WhatsApp, in addition to your own branded messaging, all in a single interface.Increased flexibility: Agents can be synchronous when needed but can also handle asynchronous conversations when a customer re-engages at their convenience.
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