Chatbot programmes are created to automatically interact with messages that they receive, but that barely touches the surface of their capabilities. From booking flights, buying shoes, wine, clothing, booking tickets for a concert and even ordering food, chatbots have enormous potential.
It was at the Facebook F8 conference in 2015
where Facebook unveiled the new Messenger feature as a way to improve business to customer communication. Four years on and now there are over 1.3 billion users on Messenger. It comes as no surprise that 2018 is predicted to be the year that more people use the Messenger app over Facebook itself.
Due to the increase in Messenger popularity, and users being 3.5x more likely to open a Messenger message over an email, brands need to be taking this platform seriously.
But what are the main reasons why you should be utilising one of the hottest digital trends of 2018?
1) 24/7 response
On average, brands take around ten hours to respond to a message on social, however, customers expect to receive an answer within four. This six-hour gap could be the difference between a customer making a purchase with you or a customer going elsewhere. It’s physically impossible to reply to every message unless you have a dedicated 24/7 customer service team. Thankfully, unlike us, the chatbot doesn’t need to sleep, allowing customers to receive a response on any day, at any time.
2) Broadcasting messages
One of the biggest benefits of a Facebook chatbot is the ability to broadcast messages to people on your Messenger list. With the change in Facebook algorithms, not all of the people who like your Facebook page will see your posts, meaning that they could miss vital announcements. However, broadcasting messages such as company news, upcoming events, latest offers or even asking questions for market research purposes will go directly into a person’s inbox.
The result? Higher open rates and click-through rates compared to email. On top of this, Facebook Messenger inboxes are not as cluttered as email inboxes and therefore your customers are more likely to see your email. Lastly, people who use Facebook Messenger often have push notifications on, increasing the chances of your message being seen.
3) Speed up the product purchase process
Another reason the chatbot is a remarkable marketing tool is that it allows you to take the customer on a journey and suggest products or services suited to them. For instance, if someone is looking for running shoes, the chatbot can relay the top five most popular shoes instantly. It can also provide a direct link to shop, pick shoe size and add straight to basket. Reducing the number of steps a consumer takes to make a purchase is hugely beneficial and increases the likelihood of a sale.
It’s the future!
If you’re still unsure whether implementing a Facebook chatbot is the right thing for your business, know this: by 2020, it is estimated that 85% of customer-business relationships will be conducted without human interaction. It’s clear to see that chatbots will revolutionise the way brands communicate
and market to their customers.
Are you ready to embrace the chatbot? Get in touch!