You should always be finding ways to improve your Facebook marketing strategy and one area you might not be aware of is Facebook chatbots. As a digital marketing agency, we would like to introduce you to how they can benefit your business and why you should consider using them for in your social media campaign.
Facebook chatbots are the perfect way to take your customer service to the next level without adding anything to your workload. Facebook Messenger is a powerful tool for businesses to communicate with customers directly and chatbots offer a way for you to automate this process.
Why Use Facebook Chatbots?
Facebook chatbots are quickly becoming very popular and are a great way for you to create an instant customer service experience without anyone monitoring your Facebook account at all hours. Here are three facts about chatbots that may interest you.
- There are over 1.3billion users of Facebook Messenger and 300,000 active chatbots.
- Over 59% of millennials and 60% of Gen Xers in the US have interacted with chatbots.
- Global research firm Gartner predicts chatbots will power 85% of customer service interactions by 2020.
Five Ways Small Businesses Can Use Facebook Chatbots
Chatbots are very capable and can fulfil many of the daily tasks of a customer service agent and here’s some example of how.
1. Answer Common Customer Questions
Automated responses for common queries mean that your customer service team can spend more time on more complex issues your customers are having. Some common questions that they can answer include: opening times, return policies, order status and delivery costs.
2. Help Customers with Their Product Research
Savvy customers will always do plenty of research before selecting a product or service, so your chatbot should give them everything they need to know to help them decide on a purchase. Your chatbots should be able to answer questions about the warranty on a product, product materials used, product rating and reviews and size and colours available.
3. Provide Support During the Purchase Process
83% of customers say that they need assistance during the purchase process and a chatbot can deliver help in the most common scenarios. Your chatbot can provide support for payment confirmation, payment options, technical assistance and cart adjustment.
4. Send Urgent Alerts Through Facebook Messenger
Rather than send an email that might not be read in time, businesses can send out more immediate alerts via a chatbot automatically. Your chatbot will be able to send alerts for notifications of a change to a flight, event cancellations, time-sensitive offers and emergency incident alerts.
5. Provide Personalised Offers
49% of customers say they have made an impulsive purchase after receiving personalised offers and a chatbot can deliver this experience to help nurture and convert shoppers. You can use your chatbots to deliver location-based offer, deals based on past purchases, offers based on preferences and abandoned cart reminders.