Facebook Messenger is really a free tool for many Facebook users, including businesses, which is accessible through both the website interface as well as a downloadable Messenger app readily available for all phone operating systems.
Its purpose is actually for communication, that is extremely important for almost any business with a profile.
Many users carry out some searching before checking out making a purchase and a straightforward method is to check on a Facebook page or profile for additional insights.
We’ve discussed this in other posts regarding providing great customer satisfaction and exactly how users uses social media as their customer support channel but for many small business owners the usual answer is simply: that’s great to listen for but we just don’t have the time or manpower to observe Facebook Messenger.
This gets a problem when one of several metrics users can see is your typical response time for you to messages. Inside their minds, they may be checking to see how responsive customer care is resolution purchase in case they’ve got questions or issues, and if they understand the average wait time to a reply being Three days, they are certainly not planning to buy.
This is exactly what has necessitated Facebook Messenger Bots but it has expanded greatly since.
The Bots now are something can make yourself for the business.
According to everything you do, this can be as fundamental as providing support or as complicated as completing the full sales or marketing funnel task your site is typically used for.
Companies who allow online orders through the website can configure a custom bot to manage orders directly through messenger, which saves them from simply pointing the user back towards their internet site.
If your purpose would be to share information over the platform you can create a bot that sends updates on your own business to users through Messenger.
The likes of TechCrunch created their own bots users can add once added, you can ask it questions or perhaps ask for updates.
It’s designed to behave like a tech-savvy friend you’ll be able to utilize when you have questions, which makes a fantastic offering for a business we know of for reporting tech news.
The thought is usually to take the user’s journey at night task of searching and finding.
Bots usually are not limited by Facebook, but it is the biggest platform for the kids. Creating a Messenger-driven Live Chat option on your own website can create a huge difference inside your conversions and bounce rate.
Your users are more likely to stay once they see some level of interaction and engagement. In the event it goes well past simple canned responses and actually provides a service, after this you have something real that can be used to offer your company a big boost.
Why direct it well to your website if the intent behind the website can be completed within the service channel?
To have these Bots set up right you will have to perform few things:
1. Understand your customer’s causes of getting together with your small business
2. Map that user’s journeys from interest to completion after which create those procedures in the bot
3. Create a voice per purpose and draft a script that conveys genuinely helpful feedback towards the user when prompted.
Should they be seeking support, then make sure your support messages are drafted in a manner that isn’t rigid or off putting.
When they are looking to acquire of your stuff or book something along then you should come with an upbeat tone to the messages generated by the queries leading the consumer to completing the transaction in Messenger.
4. Test them out out yourself and rewrite as necessary. Many times you’ve missed something invest the the user’s position and message your own personal business.
Attempt to finish a sale or request aid in are service to see if you feel satisfied by what the Messenger Bot feeds to you. Or else it’s time and energy to revamp the bot!
It sounds that easy but it’s actually an evolving and strategic process so don’t treat this as being a “set it and tend to forget it” initiative. You need to monitor the stats making adjustments to be the cause of any areas that are not creating a perfect user experience.
In case you have users following your business on Facebook so they could get you (your bot) you happen to be doing something right. You may also see website stats decrease but if those users are only bypassing the step utilizing the web page along with better conversions through messenger then you’ve got it!
It is strongly far better to seek specialist when designing these. Despite 3rd party systems taking care of the code-related steps will waste you more hours attempting to become a Messenger Bot Expert than you think that. And due to some time demand, a professional may very well turn out involved anyway.
For details about facebook chatbots go to this popular resource.