Facebook Bots - Building the next customer experience online
The next disrupting technology in the online world is the use of artificial intelligence “bots” to help us get things done. And it just so happens that these bots have made it to the top downloaded app, Facebook Messenger. Global businesses are flocking to use this service, as it allows for the user to have a natural customer service experience on an app they are already using in their daily life. These bots can be found on the facebook page of companies that have enabled the functionality.
Facebook messenger bots are plugins for your page that can be uniquely curated to meet your business's requirements. Set option menus for users to experience and the ability to program the bot to look for specific keywords allow for the users to interact with a chat screen to move through the customer journey. You can get the right message delivered to your clients and targeted directly at the niche market.
Why will Facebook Bots provide return on investment?
Sell- First off, global businesses are using bots as a new channel to sell products directly from their already existing chat screen. Payment integration such as Stripe can be added in to some bot service offerings. Customers can browse through content and menus you provide them and make an informed purchase, without leaving the chat.
Improve- Create better service for your customers by learning from each journey they make. You can get a record of the conversations your bot has had to curate responses based on new keywords, phrases, or questions your customer has about the product.
Interact- Once the line of communication has been established to the user from your bot, you are able to send scheduled direct messages to the users. This is a much stronger campaign than email marketing, as many online users check facebook and do not check their emails. Odds are they already like what you are offering, but they can unsubscribe if they wish to.
Awake- Your bot is awake 24/7 and responds within seconds. They have perfect manners and you don’t need to worry about grumpy customer service agents responding to community requests. The facebook page is the front page of your business, a bot makes sure that you never miss out on a business lead.
Some successful bots
Dominos gets you started right away on ordering pizza. With options selected via typing keywords and interacting with button menus, you can interact quickly with the bot to get an order placed. The bot will ask you what your address, zip code, city is, etc to build up your profile and get ready to deliver your pizza. More News on Dominos Pizza Bot
theScore bot lets you search recent sports information and follow your favorite teams by letting it know what you are interested in. From there you will get all the highlights and top stories to follow, as well as other recommendations on teams you could get more information about. Get the scoop on theScore Bot
Qantas Airlines has a great bot which allows you to explore different articles and content about some of the destinations they have to offer. They give several options of spots to go but are also ready to offer help from a human customer service agent if you need more assistance. Learn more about Qantas' bot
Photo Credit: https://techcrunch.com/2016/04/12/agents-on-messenger/