The Full Information to Utilizing Fb Chatbots for Enterprise

Most manufacturers don’t have the sources to supply 24/7 on-line customer support and gross sales assist on Fb Messenger, not to mention on their web site. Fortuitously, chatbots don’t have to sleep (or eat lunch). Fb Messenger bots can reply buyer questions, observe packages, make product suggestions, and even shut a sale any time of the day or night time.

Fb is the most-used social media platform on the earth. If you have already got a store arrange on Fb, you’ve taken the appropriate step to hitch an ever-growing on-line market. You’d be lacking out on stable gross sales alternatives if you happen to don’t think about including a Fb Messenger chatbot to your crew.

Learn how to make use of Fb Messenger bots (a.okay.a. Fb chatbots) for customer support and social commerce under. Create a streamlined expertise on your buyer and followers, and stand out out of your competitors.

What’s a Fb Messenger bot (a.okay.a Fb chatbot)?

A chatbot is a chunk of automated messaging software program that makes use of synthetic intelligence to converse with folks.

Fb Messenger bots dwell inside Fb Messenger, and may converse with a few of the 1.3 billion individuals who use Fb Messenger each month.

Chatbots are like digital assistants. They are often programmed to know questions, present solutions, and execute duties. They’ll present a custom-made on-line purchasing expertise and even make gross sales.

The advantages of utilizing Fb Messenger bots for enterprise

Meet clients the place they’re

First, let’s have a look at some fast stats to set the stage for the way a lot of your potential viewers is accessible by Fb Messenger:

  • Chat and messaging are the most-used forms of web sites and apps, adopted by social networks.
  • The variety of messages despatched to companies on Fb has doubled previously 12 months.
  • Greater than 375,000 folks from over 200 international locations interact with bots on Messenger daily.
  • Fb Messenger has the third-most energetic customers of any app, beat out solely by Fb and Whatsapp
  • Greater than 100 billion messages are exchanged on Meta apps daily.
  • Individuals spend a median of 3 hours each month utilizing Fb Messenger (and 19.6 hours a month utilizing Fb itself).
  • Meta experiences the potential promoting viewers for Fb Messenger is 987.7 million folks
  • Most individuals (69% within the U.S.) who message companies say having the ability to take action improves their confidence within the model.

The purpose is that your viewers is already utilizing Fb Messenger, and so they count on to have the ability to work together together with your model there when visiting your Fb web page. Chatbots can enhance your price of response, making it simpler for folks to get the data they count on in real-time, on a channel they already use.

As a bonus, Fb Messenger has sponsored advertisements, which may be focused to individuals who have beforehand been in contact together with your Web page. Use these advertisements in tandem together with your chatbot to focus on high-intent clients.

Save time on your crew and your clients

Clients count on 24/7 availability, and so they hate ready on maintain. In addition they ask lots of the identical questions again and again (and over) once more.

When you’re spending plenty of time serving to folks observe deliveries, examine your return coverage, or e-book appointments, just a little automation will go a great distance. Clients will be capable to entry the data they want, even if you happen to’re unavailable.

They’ll save time with immediate solutions to their questions, and also you’ll save time by letting your Fb Messenger chatbot reply the simple questions, like on this instance from Canadian retailer Simons.

A facebook messenger bot helps track an order.
Supply: Simons


This frees up extra time for people to handle extra difficult Messenger conversations that transcend the capabilities of a Fb chatbot.

Automate gross sales

Don’t restrict your Messenger bots for Fb to customer support requests.

Greater than 16% p.c of individuals use social media messaging and dwell chat companies for model analysis. And 14.5% say a chat field to talk with an organization is a driver of their on-line purchases. This all results in actual enterprise outcomes: 83% of customers say they might store for or purchase merchandise in messaging conversations.

With the appropriate script, a Fb Messenger chatbot could make gross sales. Conversational commerce permits for personalised suggestions, lead qualification, and upselling.

As your bot greets potential clients, it could establish their wants, ask primary questions, present inspiration, and direct high-quality results in your human gross sales crew.

Joybird sofa style quiz on Facebook messenger
Supply: Joybird
Joybird messenger bot shows a product listing
Supply: Joybird

Your Fb chatbot also can observe up with individuals who abandon the conversational commerce course of, like on this message Joybird’s bot despatched 24 hours after finishing the sofa-style quiz.

Joybird follow up message sofa style quiz
Supply: Joybird

The dos and don’ts of utilizing Fb Messenger bots

DO set expectations clearly

First, ensure that the consumer is aware of they’re interacting with a bot. Introducing the bot generally is a good method to begin. You’ll be able to even give it a reputation, like Decathlon does right here.

Decathlon Canada conversational and athletic chatbot
Supply: Decathalon Canada

Then, make it clear what the bot can and may’t do. Program your Fb Messenger chatbot to take the lead in guiding the consumer by the expertise by asking questions or utilizing prompts that transfer the interplay ahead.

Decathlon Canada find in-store products and track shipments
Supply: Decathlon Canada

If the bot wants time to course of a request, use the typing indicator (three dots) to ensure your buyer is aware of issues are nonetheless taking place, as seen on this instance from Tiffany & Co.

Tiffany & Co typing indicator
Supply: Tiffany & Co

When you want time to answer or cross the dialog alongside to an individual, make that clear, too, and set expectations about when the shopper can count on a response, like Bumble’s Fb bot does right here.

Bumble Support Team hours of operation
Supply: Bumble

A mini-don’t as a part of this tip: Don’t consult with your Fb chatbot as “dwell chat” or use different terminology that means it’s an actual particular person.

DO maintain it quick

In line with Fb, most individuals work together with Messenger bots on their cell gadgets. Don’t make them learn massive chunks of textual content on a small display or sort a prolonged reply with their thumbs.

Buttons, fast replies, and menus could make the dialog movement extra simply than asking the shopper to sort at each stage. Right here, KLM offers eight potential choices to drive the dialog with the bot.

KLM conversation options including COVID-19 information baggage and flight status
Supply: KLM

Enable the shopper to sort particulars when wanted, however at all times present default solutions or choices to select from when your Fb Messenger bot asks a query.

DO keep your model voice

Whilst you wish to be clear that your Fb Messenger chatbot is a bot, you need it to sound like your bot. Use turns of phrase your clients count on out of your web site, and keep the identical normal tone. In case your model is informal and pleasant, your bot must be too.

That mentioned, maintain it easy. Don’t use slang or jargon that may confuse customers. Attempt studying your bot’s prompts out loud to a colleague to ensure they’re clear.

And at all times use a tone acceptable to the duty at hand. When you’re asking somebody to offer private particulars like a flight quantity or their tackle, take a extra skilled tone.

DO let human brokers deal with difficult inquiries

A Fb chatbot’s success depends upon its capacity to acknowledge when a human being is required. Automated conversations are speedy and responsive, however they’ll’t substitute human connection.

Clients ought to have the choice, at any level within the dialog, to attach with an individual. Your chatbot ought to be capable to acknowledge a request for human assist, which builds belief, even when it’s exterior the anticipated movement of dialog.

On this instance from La Vie En Rose, the bot understands the requests despite the fact that it doesn’t movement logically from the bot’s immediate.

La Vie En Rose chatbot with human connection
Supply: La Vie en Rose

DON’T spam

There’s actually just one main don’t relating to Messenger bots, and that is it. Don’t spam.

Don’t assume {that a} buyer who reached out for assist desires to obtain advertising messages. Personalised product suggestions is perhaps useful, however ensure you have permission earlier than sending them.

Supply folks a method to opt-in to ongoing messaging earlier than you contact them. And remember to provide a transparent method to choose out of future communications. Your bot ought to acknowledge language that looks like a request to choose out and both ask to substantiate or implement the unsubscriber request.

World Health Organization unsubscribe request
Supply: World Well being Group

Fb places this bluntly of their pointers for builders: “Don’t change the kind of information you ship with out consent. If folks signed up for a selected alert, honor their preferences.”

6 instruments for constructing efficient Fb Messenger bots

1. Heyday

Heyday is a conversational ai chatbot that works as a Fb Messenger bot constructed for buyer assist and gross sales. It routinely connects to your product catalog to offer personalised product suggestions to clients.

Heyday Makeup Forever custom messaging platform
Supply: Heyday

Heyday additionally resolves customer support inquiries as a FAQ chatbot in a number of languages and understands when it’s essential to cross the dialog on to a human agent. The Fb Messenger expertise is great for purchasers with the assistance of Heyday.

And you probably have a Shopify retailer, Heyday has a Shopify integration too!

Get a free Heyday demo

2. Streamchat

Streamchat is likely one of the most simple Fb chatbot instruments on the market. It’s meant for use for easy automations and autoresponders. Reasonably than managing a complete dialog, it’s helpful for out-of-office replies or messages that set expectations about if you’ll be capable to reply.

It’s fast to implement and simple to start out with if you happen to’re simply dipping your toes into the chatbot waters.

3. Chatfuel

Chatfuel has an intuitive visible interface complemented by editable front-end and customization choices. Whilst you can construct a Fb Messenger bot without cost, plenty of the extra advanced (and fascinating) instruments are solely out there with Chatfuel Professional accounts.

4. MobileMonkey

This free software includes a visible chatbot builder for Fb Messenger designed for non-technical customers. You should use it to construct Q&A classes in a Fb Messenger chatbot.

There’s additionally a “Chat Blast” function, just like Chatfuel’s “broadcasting” function, that lets you ship messages to a number of customers without delay. (Bear in mind: Solely do that you probably have permission!)

5. Messenger for Builders

When you have the stable coding information required to code your individual Fb chatbot, Fb offers loads of sources to get you began. And they’re at all times working with their developer neighborhood to provide you with new concepts to enhance the consumer expertise.

6. Fb Creator Studio

Whereas it’s not strictly talking a Fb Messenger bot, Fb Creator Studio does can help you arrange some primary automated responses to frequent requests and occasions in Messenger. For instance, you may arrange an away message, present contact data, or arrange an inventory of FAQs and solutions. There’s no synthetic intelligence taking place right here to allow dialog or gross sales, however you will get some autoresponder performance to maintain Messenger working at a primary degree if you’re away out of your desk.

Have interaction with customers on their most well-liked channels, like Fb, and switch buyer conversations into gross sales with Heyday, Hootsuite’s devoted conversational AI instruments for retailers. Ship 5-star buyer experiences — at scale.

Get a free Heyday demo

Flip customer support conversations into gross sales with Heyday. Enhance response occasions and promote extra merchandise. See it in motion.