Should I build a custom chatbot or use an off-the-shelf solution?

Off-the-shelf chatbots (Tidio, Drift, Intercom) work well for basic FAQ answering and simple lead capture.

They're quick to set up and affordable ($50–$200/month). Custom chatbots are worth the investment when you need: deep integration with your specific tools (CRM, scheduling, inventory), conversations trained on your unique business knowledge, complex multi-step workflows, or a brand-specific personality. Custom bots convert better because they understand your business intimately. Start with an off-the-shelf solution if you're testing the concept. Upgrade to custom once you've proven chatbots drive value and want to maximize their impact.