Facebook Messenger is really a free tool for many Facebook users, including businesses, that’s accessible through both website interface as well as a downloadable Messenger app designed for all phone systems.
Its purpose is just for communication, which can be crucial for any business having a profile.
Many users perform some searching before investing making a purchase and a straightforward strategy is to check on a Facebook page or profile for additional insights.
We’ve highlighted this in other posts regarding providing great customer support and how users make use of social media as their customer support channel nevertheless for many small business owners the standard answer is simply: that’s great to listen to but we just not have the time or manpower to observe Facebook Messenger.
This gets to be a problem when one of several metrics users are able to see is the typical response time for it to messages. Within their minds, they’re checking to determine how responsive customer satisfaction is resolution purchase in the event they’ve inquiries or issues, if they see the average wait time for you to an answer being 72 hours, they aren’t planning to buy.
This is just what has necessitated Facebook Messenger Bots however it has expanded greatly since.
The Bots now are something can make yourself for the business.
Based on that which you do, this could be as simple as providing support or as complicated as completing the full sales or marketing funnel task your website 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 consumer back towards the website.
Should your purpose is always to share information from the platform you may create a bot that sends updates on your business to users through Messenger.
Manufacturers like TechCrunch created their particular bots users can add and once added, you can ask it questions or perhaps obtain updates.
It’s designed to act like a tech-savvy friend you’ll be able to consider when you’ve got questions, which makes an outstanding offering for a business that is known for reporting tech news.
The thought is always to take the user’s journey beyond the task of searching and finding.
Bots aren’t limited by Facebook, yet it’s the largest platform for them. Using a Messenger-driven Live Chat option on the website can produce a big difference within your conversions and bounce rate.
Your users will stay after they see some amount of interaction and engagement. If it goes well beyond simple canned responses and in actual fact gives a service, you then have something real that can be used to give your small business a huge boost.
Why direct it to your site once the reason for the web site could be completed right in the service channel?
To acquire these Bots set up right you will need to do a few things:
1. Understand your customer’s reasons for getting together with your small business
2. Map that user’s journeys from interest to completion after which create those steps in the bot
3. Build a voice for each purpose and draft a script that conveys genuinely helpful feedback for the user when prompted.
Should they be trying to find support, then make sure your support messages are drafted in a manner that isn’t rigid or off putting.
If they are looking to acquire by you or book something along then you should have an upbeat tone towards the messages generated from the queries top the consumer to completing the transaction right in Messenger.
4. Test them out out yourself and rewrite as necessary. Many times you’ve missed something for anyone’s position and message your individual business.
Attempt to develop a sale or request help in the form of service to see if you think satisfied as to what the Messenger Bot feeds back. Or else then it’s time for you to revamp the bot!
It appears that simple but it’s actually an evolving and strategic process so don’t treat this as being a “set it and forget it” initiative. It’s important to monitor the stats making modifications to account for any areas that aren’t developing a perfect user experience.
In case you have users following business on Facebook so they can get a hold of you (your bot) then you’re doing something right. You may also see website stats decrease in case those users are simply bypassing the step of employing your website along with better conversions through messenger then you’ve got it!
It’s strongly advisable to seek professional help when designing these. In spite of third party systems looking after the code-related steps will waste you more time trying to be a Messenger Bot Expert than you believe. And because of time demand, an experienced would probably find yourself involved anyway.
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