With 1.Three billion month-to-month energetic customers, Facebook Messenger is the second most popular cellular messenger app, as of July 2019.
Though it first began as a way to speak with friends, Facebook then opened their Messenger app for conversations between folks and manufacturers. And now it is fast-emerging as a customer support channel where individuals anticipate actual and precise solutions across the clock.
Consumers right now expect omnichannel experiences from brands they like. The best way to engage them and build belief and loyalty is to connect with them right the place they're.
Messaging helps them build trust and make folks feel more snug about their model. 77% of consumers additionally agree that they're more possible to purchase from a brand that they follow and engage with on social media.
However, the problem arises when brands don’t have an omnichannel technique to engage people who strive to connect with them on social media. Many brands often depart buyer expertise to their social media teams, who might not have answers to all of their questions.
That’s why it can be crucial to incorporate Facebook Messenger as a customer support channel and automate the channel utilizing chatbots to be accessible 24/7.
A Facebook Messenger chatbot is an automatic messaging device that is integrated into the Messenger app. It uses synthetic intelligence (AI) to converse with people.
You probably have already got a strategy to have partaking conversations together with your customers on Messenger and strengthen your relationships. But, is that sufficient?
Most bots that brands use are rather more easy and solely work on Facebook Messenger. They are not omnichannel customer support platforms.
There’s a hole between social media groups and customer service groups. Most social media groups aren’t involved with questions or complaints they obtain by way of Facebook Messenger. Many times, they don’t even have applicable answers to buyer requests. This will lead to longer response occasions which, in turn, causes a horrible customer expertise.
We’re sure you don’t want to smash your customers’ experiences once they connect together with your model via this channel.
If you wish to ship the type of experience your prospects need, you should deploy a method that features Facebook Messenger as a customer service channel. You additionally need to use omnichannel, AI-powered chatbots to automate messaging as a way to be there in your customers 24/7.
Related article: Using AI to ship superior Customer Experience with Jeanne Bliss
Facebook Messenger: From a Communication Channel to a Customer support Channel
You can now use AI-powered Messenger bots to instantly resolve buyer requests on any channel, for more satisfied clients. But issues weren’t at all times this fashion.
Let us take you thru the journey of Facebook Messenger, from being launched as a communication channel to being leveraged to deliver customer support at present.
Here’s how all of it started:
Facebook launched Facebook Messenger, a stand-alone messaging app, in 2011, to allow people to communicate with their pals and members of the family. It enabled individuals to ship messages one-on-one or to teams of pals. During F8, Facebook’s annual developer convention in 2015, they introduced that the Messenger app would allow consumers to work together with businesses.
People can receive notifications, monitor purchases, and have personal conversations with the customer service representatives of assorted firms. This opened extra alternatives for businesses to spice up their growth and client engagement.
In 2015, Facebook additionally launched Messenger Platform to allow integrations with third-get together apps. This enabled people to higher express themselves with GIFs, pictures, movies, audio clips, and extra.
It also helped manufacturers boost consumer engagement as shoppers can easily talk and work together with their business from the identical Messenger app.
In 2016, Facebook announced bots for Messenger to assist businesses get extra personal, proactive, and streamlined in the way they work together with people.
With FChat , you'll be able to engage your audience on all the platforms the place Messenger exists, together with iOS, Android, and net devices.
Facebook allowed the mixing of AI-powered chatbots in Messenger to create richer bot-to-person interactions.
Regardless of the scale, nature, and business of your corporation, you may integrate AI-powered chatbots with Messenger to ship a seamless buyer expertise. You'll be able to leverage options like images, textual content, and calls-to-motion (CTAs) to allow rich, interactive experiences.
The future of Customer support with Facebook Messenger
In the past decade, Facebook Messenger has developed as an awesome customer support channel using synthetic intelligence, machine studying, enterprise automation tools, and chatbots.
Businesses with continue to make use of this channel to enhance buyer experiences and business interactions. With advancements in artificial intelligence, you may expect an increase within the contribution of Messenger bots in the customer support industry.
Why Should You use Facebook Messenger Bots for Your corporation?
Leveraging Facebook Messenger bots comes with two major advantages.
Building a Messenger bot is cheaper than building a cell app for your small business.
For those who build an exclusive enterprise app, there are much less chances that customers will use your app. In accordance with a study by Localytics, 71% of people uninstall an app within ninety days.
However, as talked about above, Facebook Messenger is the second hottest cell messenger app. Potential consumers are more seemingly to attach with your small business on Messenger.
The second advantage is that there is much less competitors in the sector.
In the primary quarter of 2019, Facebook introduced over seven million lively advertisers using the platform. There are only 300K energetic enterprise bots on Messenger. Which means that you can get an edge over the competition by introducing a bot for your business.
How Can Facebook Messenger Chatbots Help What you are promoting Grow?
You can leverage AI-powered Messenger chatbots to:
Build consciousness by reaching your target audience instantly and educating them. Acquire new prospects by delivering personalized content experiences, and identifying and nurturing leads. Provide customer support by integrating an AI-powered Facebook Messenger chatbot into your customer service technique. A bot answering frequent customer questions can assist you to save time and cut back costs. Enable transactions/funds to allow customers to browse your services and products, and buy them instantly via Messenger conversations.
You need to use this alternative to streamline product purchases and upsell by means of customized product suggestions. You may as well give customized offers to your prospects.
Collect user knowledge for future targeting and to re-engage customers.
Related article: What's a chatbot? Four important methods to use them in your organization
Best Practices to use Facebook Messenger Bots
Wish to leverage Messenger bots to improve buyer engagement and increase conversions?
Here are a couple of ideas that may allow you to build your personal Messenger bot and use it to develop your business:
Define your expectations from the Messenger bot. What would you like the bot to do? Personalize conversations. It is best to avoid an excessive amount of text in bot conversations and use emojis. Regularly check, update, and optimize conversations to deliver a greater buyer experience. Always have a human on-hand to handle requests that your bot can’t reply properly. Keep evolving your Messenger bot by figuring out your strengths and weaknesses.
Facebook Messenger has emerged as an excellent customer service channel. It is crucial for companies to combine it into their customer support strategies and automate conversations to stay forward of the competition.