This article will guide you through every basic thing you need to know about Messenger bot for business, and how to start building your first Messenger experience. By developing unique chatbot journeys based on your customer personas, businesses are better able to win over their target customers and can be successful.
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- What is Messenger bot?
- Connect brands and customers via Messenger bot.
- Build your Messenger bot.
1. What is Messenger Bot?
“A messenger bot is a piece of software that uses artificial intelligence (AI) to communicate with customers. Simply put, these bots understand what is being asked and can then formulate a response in a very human way.”
You’ve probably interacted with a chatbot whether you know it or not. For example, you’re at home researching a product through your computer’s screen, a window pops up on your screen asking if you need help.
Or perhaps you go to a movie theater and buy tickets via chat. You will receive information for the movie list, available spots, and how much it costs in real-time, or you might have used voice commands as well. These are just a few examples of scenarios in which you could be encountering a chatbot.
2. Messenger Bot – A way to forge stronger connections with shoppers in 2021
Given last year’s many ups and downs, businesses have had to revisit their sales, support, and marketing best practices.
The COVID-19 effect has forced brick and mortar retailers to quickly change the ways they let people shop. Even major retailers, including Walmart, Target and Best Buy, have tried to encourage customers to shop online, especially during year-end shopping holidays. Businesses across industries must make online shopping available to help them not just survive, but thrive.
With the number of users anticipated to reach 2.48 billion by 2021, Facebook has proved itself an effective channel for business across industries. So, Messenger bot is a solution born to address people’s growing demand for more personal interactions and more streamlined experiences between brands and consumers.
3. Address new consumer expectations
With the rise of digital technology, there’s an expectation to be able to communicate with businesses quickly and around the clock. Nearly half (49%) of shoppers globally say that being available 24/7 for support is a very important characteristic of good customer service, and 63% expect quick responses from businesses when they need their help. (Facebook’s report)
It’s hard to provide customers with this “every, any time” service without the help of technology. Luckily, we have the Messenger apps and chatbot here to lend us a hand.
For those who consider time their most precious resource, using Messenger bot, people can often expect immediate responses, but respond themselves whenever it’s convenient. And messaging also has a unique ability to address people’s growing demand for more personal interactions and more streamlined experiences.
4. Deliver smarter customer experiences
Across eight markets surveyed by Facebook globally, 91% of consumers say they’re more likely to shop with brands who recognise, remember and provide them with relevant offers and recommendations.
“People hate spam messages. They choose to block or opt-out. But using chatbots, it’s now possible to, based on customers’ interaction with your chatbot, tailor the experience to every single person.”
Engage customers with an AI-powered digital assistant that engages users in a personalized manner while delivering actionable behavioral insights to your sales and marketing teams.
Good communication is the beginning of any successful relationship. The same goes for businesses and customers. Trying to engage with customers and delivering a personal shopping experience via Messenger bot help each person feel understood and appreciated, which leads to lasting customer relationships.
5. Take the proactive approach
Long gone the days when businesses can keep people updated by sending a few emails per month. This is the era of Messaging apps.
It would make sense that you have a chatbot that contains relevant information for each group of customers via Fb Messengers, so people can find things they need when they’re available – making business personal and convenient.
Businesses can use ads that click to Messenger to start conversations at scale, leveraging Facebook targeting to find customers relevant to their business. Whether the goal is to generate leads, raise awareness of brands or products, or drive sales, businesses can then tailor conversations in Messenger to meet their specific needs — driving business outcomes one conversation at a time – with the help of bots.
Messenger bot can help global shoppers feel more connected to a brand by letting them be able to contact it directly to ask questions or provide feedback in their native languages. A complicated scenario is now simple with multilingual chatbots.
Using Messenger bot to develop an adaptive service strategy to answer customers’ in-the-moment needs. While doing this, consider how you can inform future product developments, or make it easy for people to share feedback about your products & services.
6. Reduce shopping frictions
With the help of Messenger bots, anything can be purchased, anytime, with a click of the button and can be delivered at your door – sometimes within hours.
No more long checkout queues, hard-to-find products, lack of information or time-consuming checkout, Messenger bots eliminate the chaos of online shopping friction by taking steps such as cutting wait times and ensuring seamless payment cancel, return or replace orders experiences. It can put consumers at ease and encourage repeat visits.
When people experience friction – unnecessary steps, delays, or barriers – they are more likely to abandon their shopping journeys. Considering how you can add value to consumers’ lives through personalised communications, and how you can remove unnecessary friction from their shopping experiences using Messenger bot.
So, how can I get started to get my Messenger bot set up?
7. Messenger Bot – Quick Start
You have many options to build your first Messenger bots.
Option 1: using tools provided by Facebook.
Facebook provides detailed documentation for developers. These documentations contain information you need to get started with Messenger, and to start building your own bots.
Facebook’s quick-start here.
Option 2: using current chatbot platforms.
At BotStar, we offer robust chatbots for Facebook Messenger. Whether you’re looking to generate leads, drive sales, or provide customer service, we have the solutions you need.
BotStar’s quick start:
By using Messenger bot like BotStar, we can not only make it easier for your sales and support team to do its job — we also improve conversion rates, attract better leads, and bring an overall improvement to marketing activities.