It’s very obvious which experience is better. Now think about your website. If you have more than a few pages, visitors (read: your prospects and customers) are getting experience #1. Self-service. Now you may think you’ve done a masterful job of organizing your website. And maybe you have. So people should be able to find what they need quickly. They’re not. This is a universal truth. And IF they take the time to explore and get to the right area, did they get the specific information they need to see how your product or service will work in their particular case?
Well, the hardware store would probably lose money if they had enough people on the floor to personally welcome and assist every customer. In the digital world however, this level of service is not only possible, it can be delivered cost-effectively. You can welcome and assist every customer on your site. This is what chatbots do, but are generally limited to very specific tasks rather than general help.