Facebook Messenger is growing in popularity, and last year, more than 126 million mobile phone users communicated through the Facebook Messenger app in the U.S alone. While many may associate Facebook Messenger with personal communications, a growing number of businesses are interacting with customers on the platform using chatbots.
What Are Facebook Chatbots for Small Business?
A chatbot is an automated chat program that can be used on your website or a messaging service like Facebook Messenger, which interacts with your customers to answer their questions and help them with requests.
If you’re a small business owner, there are many ways that you can leverage Facebook chatbots to engage with customers and enhance your customer service and sales strategies.
Ways Small Businesses Can Use Chatbots
Chatbots provide an instant customer service experience and can fulfill many tasks. There are many ways that a chatbot can change the way your small business on the Internet interacts with your customers and improve your overall customer service strategy
Answer Common Questions
If a customer wants to know your opening hours or check on the status of an order, they don’t necessarily need to speak to a staff member—these are requests that a chatbot can easily deal with.
Other common topics that a chatbot can address include return policies, order status, store locations, and shipping costs. By using chatbots to answer these types of questions, you can save time and resources, which will allow your customer service team to spend more time on complex issues. Further, your customers will no longer have to wait for a response.
Help Customers with Their Product Research
Many customers spend a lot of time conducting online research before purchasing a product or service. Chatbots can help with your sales process by giving potential customers all of the information they need during the research process. They can provide a wide range of information that customers may be looking for, from the warranty on a product to the sizes and colors available.
Provide Support During the Purchase Process
Customers often run into questions when making a purchase online that may prevent them from completing the process. A chatbot can assist anyone who runs into difficulties and significantly improve your checkout conversion rate by offering various support functions, including providing payment confirmation, technical assistance, and cart adjustment.
Send Urgent Alerts and Personalized Offers
Chatbots can also send immediate alerts to notify customers of time-sensitive offers or updates. Emails are often not read the moment they are delivered, so this is particularly helpful when an alert needs to be delivered in real-time.
Chatbots can also send personalized offers to your customers, including location-based offers, deals based on past purchases, and offers based on preferences. Personalized offers are a great way to drive purchases and keep customers engaged with your brand. They show that you care about your customers on an individual level.
How to Set Up Chatbots
There are many tools available that can help you build a chatbot quickly and easily with no coding experience. Two of the most popular chatbot builders for small businesses are Chatfuel and ManyChat. Both of these tools are intuitive, require no coding experience, and offer free trials so you can test them out before committing.
Facebook chatbots can help your small business engage with your customers in a new way, solving their problems and getting them excited about what you have to offer. If you want to get started with chatbots, Facebook offers a useful tutorial with steps to build your first chatbot.