South Asian Insider
Using Facebook Messenger Bots to Boost Your Business
(News Agencies) Facebook Messenger is a free tool for all Facebook users, including businesses, that is accessible through both the website interface and a downloadable Messenger app available for all phone operating systems.
Its purpose 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 and an easy way is to check a Facebook page or profile for further insights.
We’ve touched on this in other posts regarding providing great customer service and how users will use social media as their customer service channel but for many small businesses the usual answer is simply: that’s great to hear but we simply don’t have the time or manpower to monitor Facebook Messenger.
This becomes a problem when one of the metrics users can see is your typical response time to messages. In their minds, they are checking to see how responsive customer service is after making a purchase just in case they have any questions or issues, and if they see the average wait time to a response being 3 days, they’re not likely to buy.
This is what has necessitated Facebook Messenger Bots but it has expanded greatly since.
The Bots now are something you can create yourself for your business. Depending on what you do, this can be as simple as providing support or as complicated as completing a full sales or marketing funnel task your website is typically used for.
Companies who allow online orders through their website can configure a custom bot to handle orders directly through messenger, which saves them from simply pointing the user back towards their website. If your purpose is to share information through the platform you can create a bot that sends updates on your business to users through Messenger.
The idea is to take your user’s journey beyond the task of searching and finding. Bots are not limited to Facebook, but it is the biggest platform for them. Having a Messenger-driven Live Chat option on your website can make a big difference in your conversions and bounce rate.
Your users are more likely to stay when they see some level of interaction and engagement. When it goes well beyond simple canned responses and actually provides a service, you then have something real that can be used to give your business a big boost. Why direct them back to your website when the purpose of the website can be completed right in the service channel?
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