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Nov 19,2021

Today’s digital world offers many opportunities for business development. Every business today needs an attractive website to showcase its content. As the world moves into an era where mobile devices are no longer limited to cities alone. So nowadays mobile devices are used for all tasks and all purposes in every village or town. A big question arises as to whether companies should focus on developing and improving their applications or focus on ‘chatbots,’ which can function as mobile apps and have the potential to do anything for consumers?

Whenever a new technology hits the market, the question always arises whether this modern technology will replace the old one. This puzzle led to an open discussion about chatbots as to whether they would ultimately replace apps in this ever-changing technological world of business or not. So, this big question is still unanswered, will chatbots soon replace mobile apps, or will they continue to coexist or complement each other for a few years? 

Chatbots are making absolute sense with the increase in messaging apps and people looking for instant answers from businesses. As marketing evolves at a very high rate, we see more and more companies focusing on chatbots. In addition, AI, NLP, and machine learning technologies have been developed to enable practical applications where robots can certainly do intelligent work. And, over the past few years, several companies have showcased exciting chats and voice robots that provided compelling information.  

So here in the blog, we hope to put some thoughts on bots vs. apps in detail with some pros and cons of both to help you decide which one makes the most sense for your business. First, however, let’s quickly understand the definitions of chatbots and apps for a better and solid analysis. 

You should be aware of the basic concept of having a conversation with a human; this is what the basic idea of the chatbot is and what it is all about. A chatbot is an assistant that interacts with people through text messages, a handy assistant built into apps or websites to help entrepreneurs get to grips with customers. It functions as an automated system for interaction with users. Everything a chatbot needs to learn how to chat with a live person is developed within its algorithm using a concept known as AI (Artificial Intelligence).

Businesses today need chatbots to take the burden off daily tasks and the simultaneous processing of multiple user requests. In addition, the high speed of processing user requests using chatbots benefits companies to retain and retain customers. For example, if someone checks your Facebook page for any fresh produce and needs to know more about it. Instead of deploying a human agent to stay on Facebook Messenger to answer questions, you can use a chatbot to answer any question from a visitor, 24/7. 

Mobile app

A mobile application also called an “app,” is a kind of application designed to run on a mobile device, a tablet, or a smartphone. As mobile apps are often a small individual software unit, they always provide users with quality services and experiences; these apps manage to provide users with all the requirements. Mobile apps were previously associated with large organizations and businesses. Today, this is not the case, as most small businesses use the benefits of mobile apps to serve their customers more reliably and achieve a higher return on investment. 

Today’s modernized world has become heavily dependent on applications. Because mobile apps have invaded every area of ​​our life and business, apps are available crammed with great features and wonderful utilities for every industry. For example, a mobile app can work as an essential part of your marketing campaign; as soon as people download your app, you get a platform to market your product to them directly until they remove your app. 

Chatbots vs. Apps: What Does Your Business Need?

Chatbots and mobile apps have different use cases. An app is more like an open approach to targeting and engaging customers, while chatbots allow a modern approach to reach a larger customer base. You need to understand which customer engagement strategy is best for your customers. It doesn’t mean the apps are dead; they still provide a great experience and will stay here for quite a long time. 

Now a question arises: what is the difference between them – bots vs. apps?

Let us understand with the help of an example: Consider a field service application. Chatbots can work as a very productive tool to get insight and present reports very smoothly. However, there are many field workers, and there is quite a high turnover in this area compared to other sections.

There needs to be a long training curve for field service personnel to understand the mobile application and its functionality. This is the reason why the chatbot shines here. You don’t need any training; you just need to open a chatbot and start with your questions and get relevant answers. It is achievable because all smartphone users are used to any messaging service like Facebook Messenger, WhatsApp, etc.

But the main challenge with chatbots is that they need a regular internet connection, which is a necessity. Now, suppose the field service personnel are in an area where there is no internet connectivity. In that case, the chatbot cannot be of much use and is limited to local data stores. Mobile apps work as the best solution in these situations. Moreover, as the mobile apps have offline functionality, the apps can download the latest information to local memory even in the case of offline connection. 

Benefits of using chatbots:

Chatbots engage customers’ XNUMX hours on XNUMX hours and improve their experience; these chatbots help manage customer inquiries with immediate responses and increase satisfaction levels. Chatbots have several advantages for customers:

1) 24/7 availability –  Customers don’t have to wait for the next available operator. Chatbots maintains a 24/7 response system, establishing a constant connection between customer and seller.

2) Immediate Response –  A chatbot can instantly respond to thousands of customer questions, improving average response time. 

3) Consistent Responses –  Chatbots help businesses maintain a high level of consistency in their responses, which further helps improve the customer experience with the brand. 

4) Omni-channel – AI-powered chatbots include an omnichannel messaging support feature, which helps customers interact with businesses through different channels like Facebook, websites, etc. 

5) Multilingual –  Chatbots support multiple languages; this feature is especially useful for global brands. You can program the chatbot to respond to queries in the customers’ preferred language.

6) Personalization –  Chatbots can provide a more personalized experience than customer service professionals, engaging customers with one-on-one conversations. For example, a chatbot can discover the history of your interactions with the company to provide a more personalized experience.

Benefits of chatbots for businesses

Chatbots work as an incredibly useful tool when it comes to building reliable customer relationships. Chatbots help you achieve your marketing goals and drive sales and improve customer service while driving the growth of your business.

1. Reduce customer service costs

Setting up chatbots is an investment to optimize customer service spending. By investing in chatbots, you save the additional costs that would otherwise be required to hire additional support resources. 

2. Improved lead generation and sales

Chatbots help increase sales due to their 24/7 uptime and quick responses. Businesses use chatbots for lead generation and higher conversion rates by guiding customers through making smart, fast decisions. 

3. Increase in customer engagement

Chatbots can help businesses take customer engagement to the next level with practical offers and advice. Chatbots work as another channel to reach your customers. When immediate, relevant answers are given, the customer stays on your website longer and keeps the conversation going. 

4. Meet customer expectations and reach new customers

Customers anticipate quick responses to questions or complaints. As chatbots get smarter, businesses can use them to automate their day-to-day interactions and meet customer expectations.  

Chatbots being continuously active helps businesses reach new customers who otherwise might not want to contact the organization through a call or email. 

Benefits of using mobile apps:

Generalized interaction options mobile apps give users much more comprehensive options with which to communicate. The app’s usability and design possibilities are limited only by the developer’s vision and budget. 

1. Dynamic reloading

Another different selling feature of mobile apps is that the content can be dynamically reloaded. However, it is essential to note that this does not change the app’s basic functionality, as it can simply be done through updates. 

2. Have a competitive advantage in your niche

Keeping up with the competition can be a difficult task in today’s digital marketing world. Although mobile apps give you a significant competitive advantage, the constant evolution of customer behaviour is the main driver: the need for immediate communication and increased reliance on mobile devices. 

Will chatbots replace mobile apps?

The growth of chatbots started growing in early 2016. The tech company has continually undergone significant transformations, and this seems to be one of them. As websites have now replaced client-server applications, email chatbots will also replace mobile apps, but to a certain extent. Indeed, bots are trendy programs, but they are not suitable for every possible scenario we use an application. Customers today are seeing the development of unlimited mobile apps like WhatsApp, WeChat, Telegram, Facebook Messenger, etc. The chatbot allows customers as well as businesses to communicate with third-party services from the messaging application interface. 

An important point to remember here is why do we use a software program like an app or a bot in the first place. Normally to do some sort of work. But, just like conventional computer programs, robots and applications exist to solve particular problems for users. 

There are still several issues that bots need to overcome and improve upon. For example, they are presented as a solution to customers, but there are cases where they leave the customer behind, collapsing without a conventional solution. Additionally, it is not clear whether the bots will work properly without an internet connection or not. There are different scenarios where chatbots seem difficult to work with, so the answer to whether chatbots will replace apps is somewhere in the middle of using both chatbots with apps. Businesses will broaden their customer experience with a hybrid support approach, offering the best of both worlds. 

Final thoughts: bots versus apps

Looking at all the benefits of chatbots and apps, it’s clear that bots are becoming a valuable and important technological development. Still, there are situations where they don’t adequately solve all of an app’s problems. Chatbots are better than apps and websites, but with modern development and advancements in artificial intelligence, these conversational programs will be a part of the user’s life. People will understand that chatbots are one of the most beneficial things inside the Technology industry. 

However, the artificial intelligence behind chatbots is growing more and more, but it’s still not the seamless experience that most people demand from a chat interface. Chatbots are still immature and require more technical input. They need more time to develop and completely replace mobile applications. At present, they will be able to compete with some mobile apps but will hardly be able to replace apps entirely.

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