Facebook Messenger is a free tool for all those Facebook users, including businesses, that’s accessible through the website interface along with a downloadable Messenger app designed for all phone systems.
Its purpose is actually for communication, that’s essential for any business which has a profile.
Many users do some searching before checking out making an acquisition and a simple method is to check a Facebook page or profile for even more insights.
We’ve highlighted this in other posts regarding providing great customer satisfaction and exactly how users make use of social media as their customer care channel but also for many smaller businesses the most common solution is simply: that’s great to know but we simply do not have the time or manpower to monitor Facebook Messenger.
This gets to be a problem when among the metrics users can see is your typical response time to messages. In their minds, they may be checking to view how responsive customer support is after making a purchase just in case they’ve questions or issues, if they see the average wait time and energy to a reply being Three days, they are not planning to buy.
This is what has necessitated Facebook Messenger Bots however it has expanded greatly since.
The Bots now are something you can cause yourself on your business.
Based on everything you do, this can be as simple as providing support or as complicated as completing an entire sales or marketing funnel task your website is typically used for.
Companies who allow online orders through their site can configure a custom bot to take care of orders directly through messenger, which saves them from simply pointing the person back towards their site.
If your purpose would be to share information with the platform you could make a bot that sends updates on your business to users through Messenger.
The likes of TechCrunch created their particular bots users can add and when added, you’ll be able to ask it questions or simply just ask for updates.
It’s meant to act like a tech-savvy friend you are able to use when you have questions, making an outstanding offering for the business we know of for reporting tech news.
The idea would be to take your user’s journey after dark task of searching and finding.
Bots usually are not limited by Facebook, but it is the greatest platform for the children. Creating a Messenger-driven Live Chat option on your own website can certainly produce a big difference in your conversions and bounce rate.
Your users are more inclined to stay whenever they see some amount of interaction and engagement. If this goes well past simple canned responses and actually gives a service, then you definitely have something real that can be used to provide your company a big boost.
Why direct them back to your site if the function of the site could be completed within the service channel?
To obtain these Bots build right you will need to do a few things:
1. Understand your customer’s factors behind getting together with your business
2. Map that user’s journeys from interest to completion and after that create those measures in the bot
3. Develop a voice per purpose and draft a script that conveys genuinely helpful feedback towards the user when prompted.
If they are searching for support, and then suggest sure your support messages are drafted in a manner that isn’t rigid or off putting.
If they’re looking to acquire within you or book something together with you then you should come with an upbeat tone on the messages generated from the queries leading the person to completing the transaction directly in Messenger.
4. Test them out . out yourself and rewrite as necessary. You may find you’ve missed something with anyone’s position and message your individual business.
Try and develop a sale or request aid in the sort of service to see if you feel satisfied in what the Messenger Bot feeds to you. If not then it’s time for it to revamp the bot!
It may sound that simple yet it’s actually an evolving and strategic process so don’t treat this as a “set it and tend to forget it” initiative. It is advisable to monitor the stats and make alterations in are the cause of any areas which are not developing a perfect buyer experience.
When you have users following business on Facebook simply so they’re able to get hold of you (your bot) then you are doing something right. You may see website stats decrease but when those users are merely bypassing the step utilizing your website and you have better conversions through messenger then you need it!
It really is strongly advisable to seek a specialist when designing these. Even with 3rd party systems caring for the code-related steps will waste you more time looking to become a Messenger Bot Expert than you believe. And because of the time demand, a professional might wind up involved anyway.
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