A messenger bot is software that uses AI (artificial intelligence) to communicate with customers. They are programmed to understand and to respond to questions or execute tasks and make life easier for customers, omitting the need to download an app or spend time waiting in a phone queue to get an answer.

This means that customer service levels can be increased by giving the customer a better experience, able to receive an instant response in regards to asking questions to a business!

Why use Facebook messenger bots?

Building a customer email list has always been taught as being the groundwork in building a business and by sending an email to a customer’s inbox, a business can monitor the open rate of the email campaign.

Many people are now opting for live chats and messenger apps over email, due to their quick response times and feeling more satisfied with the outcome. There are over 1.2 million people using Facebook Messenger, not just to speak with friends and family but to communicate with businesses, order and pay for products and watch content, so it makes sense to communicate with them in a place where they are comfortable.

Can a small business use a Facebook Messenger bot?

Yes it’s true that larger brands have a bigger budget to spend on marketing, however messenger bots are for large and small businesses alike and are being used for small businesses to reach a wider audience and to be an extra pair of hands, relieving the workload for many.

A messenger bot can be created to do whatever you need it to and each business can build it in way that benefits their business. It’s a way to connect more efficiently with a community and empower businesses to drive results and start to make business personal.

“63% of people surveyed said their messaging with businesses has increased over the past two years, and 67% expect to message businesses even more over the next two years. In fact, in 2017 alone over 330 million people connected with a small business on Messenger for the first time.” Facebook newsroom.

Facebook messenger bot - how to use it for your business

How do you set up a Facebook messenger bot?

If this has inspired you to want to create a Facebook messenger bot for your business, there are many solutions to help. The list includes:

  • ManyChat
  • ChatFuel
  • MobileMonkey
  • ChattyPeople
  • Facebook Messenger Platform
  • Conversable
  • FlowXO

We’ve picked one to get you started.

ManyChat

ManyChat is often seen as the easiest to use and understand, especially if you are a visual person. As you build the bot, you can see all of the bot messages and how they connect together.

ManyChat can be integrated into a website to provide a pop up or floating bar which links directly to your messenger bot. This can be handy for when a user decides to leave your site, asking the user a question before they leave. This can be directed to a landing page, which is part of the growth tool options of ManyChat.

In time this could replace email as a way to discover potential clients as the open rates are much higher than email. Not replacing email entirely but in the use of building an email/contact list.

Once you have decided to build a Facebook messenger bot, it’s time to plan your content.

First you’ll need to work out your objective and what you want to achieve from using it.

Are you looking to promote a product, generate leads, resolve customer service issues?

When you’re aware of what you building your messenger bot for, it’s time to get creative. Your opening message is the most important of them all as you want the user to engage with your message. Ask a question and set expectations.

You can be personal with it and fun with your messages, just because it’s a bot, doesn’t mean it needs to sound like a robot!

mapping out a Facebook messenger bot

Map out your messages (you will be able to see the sequence if you are using ManyChat). After your initial welcome message, it the customer answers “yes” – what message are they presented with next? If they answer “no”, where are they directed to? There should be a range of solutions that the messenger bot can respond to, by mapping out each question and possible response.

We said that you can make it fun – so why not add in visuals? You could include GIFs, images or videos to your welcome message to liven it up a little, this can bring a personal touch to the conversation.

Once you’ve build your sequence of events, it’s time to publish them and watch your potential customer engage with them. Always monitor or test the actions and steps that users take to ensure that there are no pitfalls in your messenger bot, allowing you to fix before more people are faced with any problems you discover.

You can also create a sequence of messages to your new user that lets them know more about your business and builds a trust before you ask them take action. With ManyChat you also have the option to send out frequent broadcast messages, like you would with an email or messages that promote your latest offer.

Promoting your Facebook messenger bots

Once you’ve built your bot, it doesn’t end there. You will need to monitor and promote it in order for it to be utilised. Promotion can be done across your social media channels by providing a simple code or link, inviting people to start a conversation with you. The more you promote it, the more people will connect with you and the more leads you will gain access to.

There is a whole world of possibilities at hand if you decide to create Facebook messenger bots for your business and many opportunities to boost and grow your business.

If you’d like help in getting started with Facebook Messenger bots, feel free to get in touch.

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