A small business guide to using Facebook chatbots – infographic
Facebook chatbots are taking over! According to global research firm Gartner, chatbots will power 85% of customer service interactions by 2020, and 80% of businesses say they currently use or are planning to use them.
So, what exactly is a chatbot? A chatbot is an automated chat program on your website or messaging service (like Facebook Messenger). It is designed to interact with your customers, answering their questions and helping them with requests.
According to Facebook, there are over 1.3 billion people on Messenger and over 300,000 active chatbots. So if you’re not already using chatbots, you could be missing out.
Chatbots can save your business time
While small businesses may not have the customer service resources available to large corporates, it doesn’t mean that they can’t offer their customers a prompt reply to basic queries. And this is exactly what a chatbot will do.
Chatbots also save your business time; instead of checking into Facebook messenger and answering the same questions over and over, your chatbot will do this automatically for you. Leaving you free to work on your business.
So what type of queries can chatbots help with? If a customer wants to know your opening hours or check on the status of an order, these can be handled by a chatbot rather than a human member of staff. Chatbots can also give information to potential customers researching their purchase.
They can also target existing customers with deal alerts and personalised offers to drive impulse purchases as well as keeping them engaged with your brand.
83% of customers say that they need help at the point of purchase. So using a chatbot to help anyone who gets into difficulty while buying can also significantly improve your checkout conversion rate.
To find out more about how chatbots can help your business communicate with customers via Facebook messenger, and how you can create your own, check out the infographic below.
Photo by Franck V.