Aussies love Facebook Messenger! Even with the advent of Whatsapp or Telegram, Facebook Messenger still has the highest active users of any messaging app in the country. As a brand, if you have a user base on Facebook, they’re likely to be active on Messenger and increasingly engaging with messenger bots.
Some advantages for brands:
- It’s interactive – engages with audiences in quick and interactive ways using images, text and plugins
- Growing capabilities – new capability packs are being released often, e.g. as of last updates bots can now receive payments and reply in multiple languages.
- Bot-human interaction has a human, conversational feel, reducing the discomfort of automated service
- 24/7 response and customer service to reduce lag time and customer service commitment
- Creates a more direct path-to- purchase either through in-store or e-commerce integration
- Highlight your hot ticket product or special ranges
- Tie into your social strategy
- Provide new data capture opportunities
- Little new process requirements as leverages existing data sources and keywords
How do they work?
For users, chatbots deliver engaging, timely answers to their questions with a human, conversational feel. They similarly make it easier for users to connect directly with brands – through direct search or by just scanning a QR/messenger code.
What’s the backend?
Bots can be coded from scratch or from existing templates using Messenger’s ‘Send and Receive API’. This serves as a template for developers as this API:
- Allows replies to be customisable with text, images and plugins to create dynamic responses using brand information and data
- Lets developers program keywords to identify queries and produce relevant results automatically,
- Allows humans to opt in and facilitate responses if necessary
Why we like Chatbots
We love chatbots, and many brands do too.
Giants such as Ebay, Disney, CNN, Burberry, Sephora, Uber and Hyatt have successfully used chatbots to connect with their Facebook visitors.
Some of their advantages are:
- Bot-human interaction has a human, conversational feel, reducing the discomfort of automated service
- 24/7 response and customer service to reduce lag time and customer service commitment
- Creates a more direct path-to- purchase
- Highlight your hot ticket product ranges
- Tie into your social strategy
- Provide new data capture opportunities
- Little new process requirements as leverages existing data sources and keywords
If you’d like to know more about bots or talk about how you can use bots for your business drop us a message.
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