Why Businesses Should Use Messenger Bots
From the time of writing this article, 4 years has passed since Facebook launched the Messenger platform at F8. The online communication space has been truly evolved since the days of text messaging.
It wasn’t that long ago when active users of global messaging apps surpassed social networks. In 2017, it was reported that there were 100,000 bots in circulation. That number was tripled in 2018 and has been on the rise ever since.
There has been an increasing interest in the online chat space. Businesses are looking for ways to communicate more effectively with their customer base. More than ever, people are communicating online and if it’s not your business providing that service, it’s your competitors.
For online customers, Messenger bots are far simpler than having to connect through either email or by phone. People are always looking for a simpler option to get the answer and a Messenger bot can help you achieve this for your business.
“I use email to talk to my customers, so I don’t need one”
I’m not saying to stop using email, they still have their place. What I am saying is why not have both. Are there any advantages one has over the other? Well, with a chatbot, a customer can open a dialogue with your business and ask questions in real-time. The answers to these questions allows you to lead them to where you want to.
Emails, and in some cases, many of them, you’re spending time nurturing them through the journey. With emails, you’re reliant on them opening and clicking on the desired action, but with a Messenger bot, you’re in a conversation in real-time getting even better results.
Messenger Bots for Customer Service
Over 1.3 Billion Facebook Messenger users around the world and over 2 Billion messages sent back and forth every month, there’s a good chance that your customers are already using this type of service. So, if you’re not utilising this form of communication and your competitor is, guess where your customers may end up? Facebook Messenger bots provide an opportunity to set your company above the rest if you do it the right way.
Consumer behaviour is always changing, and people want the answer to their questions NOW! The most powerful aspect of having this technology is the ability to provide better customer service, by giving them a better user experience.
What do I mean by this?
When was the last time you contacted a business and was put on hold, without them asking what you really wanted? “Some have an automated service”, I hear you say. To get anywhere, you need to provide the most eloquent voice and pronunciation, or you end up on the customer service merry-go-round.
Social media plays such an integral part of everyday life and it is getting to the point where simply having a Facebook or Instagram page is just not enough. The end-user is looking to travel the path of least resistance in a search for the answer. They’re not likely to go jumping all over your website (providing they have found it but that’s another story) to find a simple answer you get asked 100 times.
Imagine giving your customer the ability to get the answer to their question when they want it?
What can a Messenger Bot do for my Business?
With the right setup, you can create product listings to showcase your goods without them needing to leave the Messenger platform. You can showcase your services through the Messenger App with additional images, descriptions and even the option to allow them to make a purchase inside the app, offering high quality, mobile-friendly experience.
So, let’s recap the benefits of having a Facebook Messenger bot for your business?
- Improved customer service
- Quicker responses to common questions
- Far cheaper than building a mobile app
- An additional staff member 24/7
- The ability to make a sale from within the app
- Higher interaction rates than email
- Run Messenger Ads directly to your customers
Gone are the days when we would look forward to late night shopping on a Friday, or the family Sunday lunch because shops were closed. These days, people expect you and your business to be available 24/7 so don’t get left behind as you see the landscape shift more and more to this form of communication.
So, what can one of these bots do for your business?
- Engage with your customers any time of the day
- Offer customer support, even when you’re not there
- Generate leads & sales by qualifying potential customers
You’ll be surprised at how inexpensive it is to have one and what it can do for your business. Keep ahead of the game, set expectations on what you want to get from it and the rest will take care of itself.
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