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How to Use Facebook Messenger Chatbots for Customer Support and Lead Generation
Chatbots are the future of customer support. According to a recent survey, 67% of consumers worldwide have interacted with chatbots to receive customer support.
If you pair chatbots with Facebook, the biggest social media platform in the world, you can get great results.
The platform has over a billion users across the globe, and the number is only expected to grow as more users get smartphones and Internet access. A certain percentage of these users could be existing clients as well as possible leads.
By using Facebook Messenger chatbots, you’re giving yourself more opportunities to interact with them.
What are Facebook Messenger chatbots?
Chatbots are software that uses AI technology to interact with customers. They can process and respond to queries on their own, making it easier for businesses to provide customer support.
Facebook Messenger chatbots are chatbots that are used specifically on Facebook Messenger. Since Facebook is the most popular social media in the platform in the world, you can gain access to a new pool of potential customers and make it easier to connect with existing customers.
The Benefits of Using Facebook Messenger Chatbots
Facebook only opened Messenger to chatbots in 2016. Since then, they’ve become a vital part of marketing and customer support on the platform.
Here are the numerous benefits of using Facebook Messenger chatbots:
You can respond to clients right away.
Most customer support mediums require a certain timeframe before users can receive a response, including phone calls, emails, and text messages.
For example, users often have to wait before they can speak to someone who can resolve their concern on the phone. They may also not receive replies to their emails as quickly as desired.
Chatbots are an exception. Since responses have been pre-programmed, users can receive responses right away. This results in a better user experience.
You can generate leads.
Chatbots can help you gather data about your customers and your target audience in general.
You can use chatbots to get to your target audience better. You can find out how old most of them are, their likes and dislikes, their pain points, and how your service or product can make things easier for them.
Armed with this information, you can create content and improve your marketing strategies so that it better appeals to your target audience.
You can also use chatbots to get permission to contact users again in the future. For example, you can ask users to take surveys or to agree to receive notifications about promos and other relevant updates. The more chances you get to communicate with potential clients, the better.
You can save time and money.
Providing excellent customer service usually requires plenty of time and money.
If you don’t have enough time to provide customer support on your own, you’ll need to hire people to take care of it for you. Not only that, but you also have to expend more resources training them to ensure that customers are happy.
Chatbots eliminate the need for expending more money and time on customer service. AI technology can quickly respond to common customer queries and concerns without requiring more effort from you.
If customers have a concern that chatbots are unequipped to resolve, you can include an option that lets them speak to a person.
How to Get Started
Use a WordPress plugin.
If you have a WordPress website, installing a Facebook Messenger chatbot could be quite easy.
We recommend downloading and activating the plugging WP-Chatbot for Messenger. It lets you have a live chat option on your website and can be integrated with Facebook Messenger.
It’s also compatible with most WordPress eCommerce platforms including WooCommerce. Even with a free account, you can create chat blasts, drip campaigns, and messenger ads.
For example, a user visits your website and talks to the chatbot about a specific product. They can then continue the conversation on Facebook Messenger even after they leave your website. You can then continue sending them notifications about the product in the future.
Map several dialogue flows.
To make the most out of using chatbots, you need to get to know your target audience. Try to answer the following questions:
- How old is your target audience?
- Where are they located?
- What are their pain points?
- How can your product or service resolve or alleviate these pain points?
Once you’ve answered the above questions, you can begin mapping out dialogue flows. These are outlines of the conversations the chatbot will have with users.
Needless to say, chatbots can’t cater to every single customer concern in existence. You do want it to be able to answer the most common ones in a way that’s easy-to-understand for your target audience.
For example, if you sell some sort of device, you can create a dialogue flow where the chatbot teaches users how to install or activate it. You can also create another dialogue flow troubleshooting issues they might encounter while using it.
Chatbots help you provide better customer service without requiring you to spend more time and money. They also help you generate leads, giving you more information data about potential and existing customers.
Combined with Facebook, the most popular social media platform in the world, they can do wonders for your business.
A self-professed book and digital marketing nerd, Darlyn Herradura focuses on building trust between customers and businesses with the written word. She understands that creating valuable content is the best way to get found online and happily spends her time doing that.