A company's ability to provide excellent customer service drives it to new heights of success. Because of technological advancements, businesses have moved to Facebook, the best social media platform.
Anyone following current market trends knows how businesses across all sectors have integrated chatbots into their customer service channels.
Facebook's "Facebook Messenger" platform, which has 1.3 billion users, now includes a chatbot service in response to market demand. There are undoubtedly many benefits to using Facebook chatbots for business.
Additionally, 77% of customers concur that they are more inclined to purchase from a company they follow and interact with on social media.
In this blog, we'll talk about why to use Facebook chatbots for customer experience management and how doing so can help businesses improve their customer service strategies.
What is a Facebook Chatbot?
A Facebook Messenger chatbot is a tool for automated messaging built into the Messenger application. It speaks with people using artificial intelligence (AI).
A chatbot can be programmed to ask questions, give answers, and perform actions. Along with making sales, they can also provide a customized online shopping experience.
Why should you use a Facebook chatbot for business?
Through the use of chatbots, business automation tools, artificial intelligence, and machine learning over the past ten years, Facebook Messenger has developed into a fantastic channel for customer service.
Businesses will continue to use this channel to enhance client interactions and customer experiences. As artificial intelligence develops, you can anticipate a more significant role for Messenger bots in the customer service sector.
Here are some reasons you should use a Facebook chatbot for your business.
1. Save time for your team and customers.
Facebook Messenger chatbots can immediately respond, unlike email or live chat. The time the agent takes to respond to inquiries about order tracking, return requests, or even a simple "Hi" can be considerable.
Using Facebook chatbots to automate these inquiries increases SLA (Service-level agreement), and agents have more time to address queries that call for human assistance.
Because a Facebook chatbot can't handle more complex Messenger conversations, this gives agents more time to manage them.
Without a doubt, the virtual assistant saves time on assistance by speaking firmly and responding to questions on Facebook without needing personal contact.
2. Reduce operational costs.
Facebook chatbots are less expensive for your business because they do not require a significant investment in configuration and setup. Compared to other customer service channels, you are not solely reliant on agents who must work around the clock. It also assists you in striking the proper balance between humanitarian assistance and automation.
3. More interaction
Increased customer involvement translates to more sales opportunities. Chatbots can be used for marketing on social media's most successful platform.
Programming them to give information, invitations to events, personalized videos, and personalized messages is crucial to maintain user engagement and boost interest in the organization and employment through suggestions catered to the client's profile.
4. Automate sales
Do more than just use Facebook Messenger bots for customer service.
A Facebook Messenger chatbot can generate sales with a suitable script. Personalized recommendations, lead qualification, and upselling are all possible with conversational commerce.
Your bot can identify customers' needs as they are greeted, elicit information from them, inspire them, and send qualified leads to your human sales team.
5. Customer's loyalty
To use the bot to accomplish this, it must be programmed to respond to user requests; technology must be used to enhance user communication, and services and support must all be improved.
Customer loyalty is crucial to business success, and the Facebook Chatbot can guarantee complete satisfaction daily.
A few statistics demonstrate the value of Facebook chatbots
- Every day, more than 375,000 users from more than 200 countries interact with bots on Messenger.
- Every day, Meta apps exchange more than 100 billion messages.
- People, on average, use Facebook Messenger for three hours per month
- According to Meta, Facebook Messenger has a potential audience of 987.7 million users for advertisements.
- Most people who message companies say that having this option increases their trust in the brand (69% in the U.S.).
Facebook Messenger has emerged as an excellent channel for customer service. To stay ahead of the competition, businesses must incorporate it into their customer service strategies and automate conversations.
There are, however, additional benefits to utilizing this digital channel to enhance customer experiences and potential connections through fully automated interaction with your consumers.
Consider the new context of customizing Customer Service through a conversational flow on Facebook that can be entertaining without the fixed responses that irritate clients.
You should be aware of the importance of incorporating Messenger bots powered by AI into your customer service strategy and utilizing them to hasten the expansion of your company.
One of the top chatbot development tools is BotPenguin, which enables Facebook commerce integration and allows for the creation of AI chatbots. No coding is necessary to create a Facebook message quickly.