Utilizing Facebook Messenger Bots to Increase Your Business
Facebook Messenger is a free tool for all Facebook customers, together with businesses, that’s accessible via each the website interface and a downloadable Messenger app available for all phone working systems.
Its function is simply for communication, which is very important for any business with a profile.
Many users do some searching before committing to making a purchase order and a straightforward approach is to check a Facebook page or profile for additional insights.
We have touched on this in other posts concerning providing great customer support and how customers will use social media as their customer support channel however for many small businesses the same old answer is just: that’s nice to hear but we simply do not have the time or manpower to monitor Facebook Messenger.
This becomes an issue when one of the metrics users can see is your typical response time to messages. Of their minds, they’re checking to see how responsive customer support is after making a purchase order just in case they have any questions or issues, and in the event that they see the average wait time to a response being three days, they are not more likely to buy.
This is what has necessitated Facebook Messenger Bots however it has expanded tremendously since.
The Bots now are something you may create your self on your business.
Depending on what you do, this will be so simple as offering assist or as sophisticated as completing a full sales or advertising funnel process your website is typically used for.
Corporations who allow on-line orders via their website can configure a custom bot to handle orders directly by way of messenger marketing, which saves them from simply pointing the person back towards their website.
If your function is to share info via the platform you’ll be able to create a bot that sends updates on your enterprise to customers via Messenger.
Corporations like TechCrunch created their very own bots customers can add and once added, you possibly can ask it questions or just ask for updates.
It is designed to act like a tech-savvy buddy you possibly can flip to when you’ve got questions, which makes a wonderful offering for a enterprise that’s recognized for reporting tech news.
The thought is to take your consumer’s journey past the task of searching and finding.
Bots are usually not restricted to Facebook, however it is the biggest platform for them. Having a Messenger-driven Live Chat option on your website can make an enormous difference in your conversions and bounce rate.
Your customers are more more likely to stay when they see some level of interaction and engagement. When it goes well beyond simple canned responses and really supplies a service, you then have something real that can be used to present your business a giant boost.
Why direct them back to your website when the aim of the website might be accomplished proper within the service channel?
To get these Bots arrange right you’ll have to do a number of things:
1. Perceive your buyer’s reasons for interacting with your small business
2. Map that person’s journeys from interest to completion after which create those steps within the bot
3. Create a voice for every function and draft a script that conveys genuinely helpful feedback to the user when prompted.
In the event that they’re looking for help, then be certain your support messages are drafted in a means that is not rigid or off putting.
In the event that they’re looking to purchase from you or book something with you then you should have an upbeat tone to the messages generated by the queries that leads the user to finishing the transaction right in Messenger.
4. Test them out yourself and rewrite as necessary. You might find you’ve missed something in case you take the consumer’s position and message your own business.
Attempt to full a sale or request help in the form of service and see if you really feel satisfied by what the Messenger Bot feeds back to you. If not then it’s time to revamp the bot!
It sounds that easy but it surely’s actually an evolving and strategic process so do not deal with this as a “set it and forget it” initiative. It’s important to observe the stats and make adjustments to account for any areas that aren’t creating an ideal consumer experience.