The Complete Guide to Using Facebook Chatbots for Business
Find out how to use Facebook Messenger bots (a.k.a. Facebook chatbots) for customer service and social commerce.
Have you ever messaged a company on Facebook, only to wait so long for a response that by the time they get back to you, you forgot you contacted them in the first place? For brands trying to stand out in a crowded online marketplace, this is not a good look.
Most brands don't bring the assets to the table for every minute of every day online client care and deals support. Luckily, chatbots don't have to rest (or have lunch). A decent Facebook chatbot can respond to client questions, track bundles, make item proposals, and ,surprisingly, close a deal any time or night.
Facebook's most recent accessible data demonstrates there are 40 million organizations utilizing Messenger and just 300,000 dynamic Messenger bots. Utilizing a bot can assist you with making a smoothed out encounter for your client and adherents, and stand apart from your opposition
Table of Contents:
What is a Facebook bot (a.k.a Facebook Messenger chatbot)?
A chatbot is a piece of computerized informing programming that utilizes man-made brainpower to talk with individuals.
A Facebook Messenger bot is a chatbot that lives inside Facebook Messenger, meaning it banters with a portion of the 1.3 billion individuals who use Facebook Messenger consistently.
Chatbots can be customized to get questions, give replies, and execute assignments. They can give an altered internet shopping experience and even make deals.
The benefits of using Facebook chatbots for business
Meet customers where they are
In the first place, how about we take a gander at some speedy details to make way for the amount of your potential crowd is open through Facebook Messenger:
? Talk and informing are the most-utilized kinds of sites and applications, trailed by interpersonal organizations.
? 64% of individuals say they would like to message a business than call them
? 60% of individuals say they are available to getting individual messages from organizations
? Facebook Messenger has the third-most dynamic clients of any application, beat down simply by Facebook and Whatsapp
?In excess of 100 billion messages are traded on Meta applications consistently
? Individuals spend a normal of 3 hours consistently utilizing Facebook Messenger (and 19.6 hours a month utilizing Facebook itself).
? Meta reports the potential publicizing crowd for Facebook Messenger is 987.7 million individuals
? A great many people (69% in the U.S.) who message organizations say having the option to do as such works on their trust in the brand.
The fact is that your crowd is as of now utilizing Facebook Messenger, and they hope to have the option to cooperate with your image there. Chatbots can build your pace of reaction, making it more straightforward for individuals to get the data they expect continuously, on a channel they as of now use.
As a little something extra, Facebook Messenger has supported promotions, which can be focused on to individuals who have recently been in contact with your Page. Utilize these promotions couple with your chatbot to target high-plan clients.
Save time for your team and your customers
Customers expect 24/7 availability, and they hate waiting on hold. They also ask many of the same questions over and over (and over) again.
If you’re spending a lot of time helping people track deliveries, check your return policy, or book appointments, a little automation will go a long way. Customers will be able to access the information they need, even if you’re unavailable.
They’ll save time with instant answers to their questions, and you’ll save time by letting your Facebook Messenger chatbot answer the easy questions, like in this example from Canadian retailer Simons.
This saves more opportunity for people to address more convoluted Messenger discussions that go past the capacities of a Facebook chatbot.
Automate sales
Try not to restrict your Messenger bots for Facebook to client assistance demands.
Over 16% percent of individuals utilize web-based media informing and live talk administrations for brand research. What's more 14.5% say a visit box to talk with an organization is a driver of their web-based buys. This all prompts genuine business results: 83% of customers say they would search for or purchase items in informing discussions.
With the right content, a Facebook Messenger bot can make deals. Conversational trade considers customized proposals, lead capability, and upselling.
As your bot welcomes expected clients, it can recognize their necessities, pose fundamental inquiries, give motivation, and direct excellent prompts your human outreach group.
Source:?Joybird
Your Facebook chatbot can likewise circle back to individuals who leave the conversational trade process, as in this message Joybird's bot sent 24 hours in the wake of finishing the couch style test.
Source:?Joybird
The dos and don’ts of using Facebook chatbots
DO set expectations clearly
In the first place, ensure the client realizes they're collaborating with a bot. Presenting the bot can be a decent method for beginning. You could give it a name, similar to Decathlon does here.
Source:?Decathlon Canada
Then, at that point, clarify what the bot can and can't do. Program your Facebook Messenger chatbot to start to lead the pack in directing the client through the experience by posing inquiries or utilizing prompts that push the communication ahead.
Source:?Decathlon Canada
Assuming the bot needs an ideal opportunity to deal with a solicitation, utilize the composing pointer (three dabs) to ensure your client realizes things are as yet occurring, as found in this model from Tiffany and Co.
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Source:?Tiffany & Co
Assuming you want time to answer or give the discussion to an individual, make that understood, as well, and set assumptions regarding when the client can expect a reaction, similar to Bumble's Facebook bot does here.
Source:?Bumble
A small scale don't as a feature of this tip: Don't allude to your Facebook chatbot as "live talk" or utilize other phrasing that suggests it's a genuine individual.
DO keep it short
As per Facebook, a great many people associate with Messenger bots on their cell phones. Try not to make them read huge lumps of text on a little screen or type an extensive answer with their thumbs.
Buttons, speedy answers, and menus can make the discussion stream more effectively than requesting that the client type at each stage. Here, KLM gives eight possible choices to drive the discussion with the bot.
Source:?KLM
Permit the client to type subtleties when required, yet consistently give default answers or choices to browse when your Facebook Messenger bot poses an inquiry.
DO maintain your brand voice
While you need to be certain that your Facebook Messenger chatbot is a bot, you need it to seem like your bot. Use manners of speaking your clients anticipate from your site, and keep up with a similar general tone. Assuming your image is relaxed and well disposed, your bot ought to be as well.
All things considered, keep it basic. Try not to utilize shoptalk or language that will confound clients. Give perusing your bot's prompts a shot clearly to a partner to make sure they're understood.
Furthermore generally utilize a tone proper to the job needing to be done. In the event that you're requesting that somebody give individual subtleties like a flight number or their location, take a more expert tone.
DO let human agents handle complicated inquiries
A Facebook chatbot's prosperity relies upon its capacity to perceive when a person is required. Computerized discussions are expedient and responsive, however they can't supplant human association.
Clients ought to have the choice, anytime in the discussion, to associate with an individual. Your chatbot ought to have the option to perceive a solicitation for human assistance, regardless of whether it's external the normal progression of discussion.
In this model from La Vie En Rose, the bot comprehends the solicitations despite the fact that it doesn't stream legitimately from the bot's brief.
Source:?La Vie en Rose
DON’T spam
There's truly just one significant don't with regards to Messenger bots, and this is it. Try not to spam.
Try not to expect that a client who connected for assist needs with getting promoting messages. Customized item proposals may be useful, yet ensure you have authorization prior to sending them.
Offer individuals a method for picking in to progressing informing before you get in touch with them. Also make certain to offer an unmistakable method for quitting future correspondences. Your bot ought to perceive language that appears to be a solicitation to quit and either request to affirm or execute the unsubscriber demand.
Source:?World Health Organization
Facebook puts this gruffly in their rules for designers: "Don't change the kind of data you send without assent. On the off chance that individuals pursued a particular alarm, honor their inclinations."
6 tools for building effective Facebook chatbots
1.?Heyday
Prime is a multifunctional client informing stage that permits you to make Facebook Messenger bots that further develop your client experience. Its inherent conversational deals aide associates with your item index to give customized item suggestions in Messenger talks.
Prime additionally utilizes conversational Facebook chatbot AI to determine client care requests and get when it's important to give the discussion to a human specialist.
2. Streamchat
Streamchat is one of the most essential Facebook chatbot apparatuses out there. It's intended to be utilized for basic mechanizations and autoresponders. Rather than dealing with an entire discussion, it's helpful for out-of-office answers or messages that set assumptions regarding when you'll have the option to react.
It's speedy to carry out and simple to begin with assuming you're plunging your toes into the chatbot waters.
3. Chatfuel
Chatfuel has an instinctive visual connection point supplemented by editable front-end and customization choices. While you can construct a Facebook Messenger bot for nothing, a ton of the more perplexing (and intriguing) apparatuses are just accessible with Chatfuel Pro records.
4. MobileMonkey
This free apparatus includes a visual chatbot manufacturer for Facebook Messenger intended for non-specialized clients. You can involve it to fabricate Q&A meetings in a Facebook Messenger chatbot.
There's likewise a "Talk Blast" include, like Chatfuel's "communicating" highlight, that permits you to send messages to numerous clients on the double. (Keep in mind: Only do this on the off chance that you have authorization!)
5. Courier for Developers
Assuming you have the strong coding information expected to code your own Facebook chatbot, Facebook gives a lot of assets to kick you off. What's more they are continuously working with their designer local area to think of groundbreaking plans to further develop the client experience.
6. Facebook Creator Studio
While it's not rigorously talking a Facebook Messenger bot, Facebook Creator Studio permits you to set up a few fundamental robotized reactions to normal solicitations and occasions in Messenger. For instance, you can set up an away message, give contact data, or set up a rundown of FAQs and replies. There's no man-made reasoning occurring here to empower discussion or deals, yet you can get some autoresponder usefulness to keep Messenger working at an essential level when you're away from your work area.
Draw in with customers on their favored channels and transform client discussions into deals with Heyday, Hootsuite's committed conversational AI devices for retailers. Convey 5-star client encounters - at scale.