The Full Information to Utilizing Fb Chatbots for Enterprise


Most manufacturers don’t have the assets 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 in the world. If you have already got a shop set up on Facebook, you’ve taken the proper step to affix an ever-growing on-line market. You’d be lacking out on stable gross sales alternatives when you don’t take into account including a Fb Messenger chatbot to your staff.

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

What is a Facebook Messenger bot (a.k.a Facebook chatbot)?

A chatbot is a piece of automated messaging software that uses artificial intelligence to converse with people.

Facebook Messenger bots live within Facebook Messenger, and can converse with some of the 1.3 billion people who use Facebook Messenger every month.

Chatbots are like digital assistants. They are often programmed to grasp questions, present solutions, and execute duties. They will present a personalized on-line purchasing expertise and even make gross sales.

The advantages of utilizing Fb Messenger bots for enterprise

Meet prospects the place they’re

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

  • Chat and messaging are the most-used varieties of web sites and apps, adopted by social networks.
  • The variety of messages despatched to companies on Fb has doubled in the past year.
  • Greater than 375,000 people from over 200 nations interact with bots on Messenger day by day.
  • Fb Messenger has the third-most active users of any app, beat out solely by Fb and Whatsapp
  • Greater than 100 billion messages are exchanged on Meta apps day by day.
  • Folks 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 people
  • Most people (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, they usually count on to have the ability to work together along 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 adverts, which might be focused to individuals who have beforehand been in contact along with your Web page. Use these adverts in tandem along with your chatbot to focus on high-intent prospects.

Save time in your staff and your prospects

Clients count on 24/7 availability, they usually hate ready on maintain. Additionally they ask lots of the similar questions again and again (and over) once more.

In case you’re spending plenty of time serving to folks observe deliveries, examine your return coverage, or guide appointments, a little bit automation will go a good distance. Clients will be capable to entry the data they want, even when you’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.

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.

More than 16% % of individuals use social media messaging and stay 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’d store for or purchase merchandise in messaging conversations.

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

As your bot greets potential prospects, it could actually determine their wants, ask primary questions, present inspiration, and direct high-quality results in your human gross sales staff.

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

Your Fb chatbot can even comply with 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, be sure that the consumer is aware of they’re interacting with a bot. Introducing the bot could be a good method to begin. You may 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 might’t do. Program your Fb Messenger chatbot to take the lead in guiding the consumer by way of 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

In case 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 discuss with your Fb chatbot as “stay chat” or use different terminology that suggests it’s an actual individual.

DO preserve it brief

According to Facebook, most individuals work together with Messenger bots on their cellular units. Don’t make them learn massive chunks of textual content on a small display screen or kind a prolonged reply with their thumbs.

Buttons, fast replies, and menus could make the dialog movement extra simply than asking the shopper to kind at each stage. Right here, KLM supplies 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 kind 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 prospects count on out of your web site, and keep the identical common tone. In case your model is informal and pleasant, your bot ought to be too.

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

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

DO let human brokers deal with difficult inquiries

A Fb chatbot’s success relies on its potential to acknowledge when a human being is required. Automated conversations are speedy and responsive, however they’ll’t exchange 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 outdoors 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 in the case of Messenger bots, and that is it. Don’t spam.

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

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

World Health Organization unsubscribe request
Supply: World Health Organization

Fb places this bluntly of their guidelines for developers: “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 mechanically connects to your product catalog to offer personalised product suggestions to prospects.

Heyday Makeup Forever custom messaging platform
Supply: Heyday

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

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

Get a free Heyday demo

2. Streamchat

Streamchat is without doubt one of the most simple Fb chatbot instruments on the market. It’s meant for use for easy automations and autoresponders. Slightly than managing an entire 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 straightforward to start out with when you’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 at no cost, plenty of the extra complicated (and attention-grabbing) instruments are solely out there with Chatfuel Professional accounts.

4. MobileMonkey

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

There’s additionally a “Chat Blast” characteristic, just like Chatfuel’s “broadcasting” characteristic, that permits you to ship messages to a number of customers directly. (Keep in mind: Solely do that in case you have permission!)

5. Messenger for Developers

If in case you have the stable coding information required to code your personal Fb chatbot, Fb supplies plenty of resources 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. Facebook Creator Studio

Whereas it’s not strictly talking a Fb Messenger bot, Fb Creator Studio does mean you can arrange some primary automated responses to frequent requests and occasions in Messenger. For instance, you possibly can 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 buyers on their most popular 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

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

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