The Absolute Best Way To Boost Your Chatbot Interactions
One of the first concerns that arise when launching a chatbot in Messenger is the low number of users who already send messages to brands through messaging apps. Although it can reach a few tens or even hundreds a week, it is usually a low number of interactions so that the chatbot can be optimized to improve your customer care metrics and user satisfaction.
In previous articles we shared some techniques to increase the number of relevant users texting your chatbot, such as change the Facebook page’s action button, launch Facebook retargeting ads directly to Messenger or promote your chatbot within your database (e.g., through emailling or SMS campaigns).
While these strategies are useful and we strongly recommend them as part of an overall strategy to increase users, one seems to outperform all of them. The best part is that it takes 5 minutes to implement, it’s free and will dramatically increase the number of qualified users in your chatbot.
The secret sauce: Add a Chat Plugin to Your Website Sending users to Messenger
In the majority of hotels’ websites, customers have no way to ask their questions in real-time, which leads to potential customers clicking away from the website and overloading your channels such as phone or e-mail. Adding live chat support through Facebook Messenger is the best option to solve this. Even if your website already uses some Live Chat SaaS, it’s time to change it to Messenger.
The way to do it is very simple: you need to add a simple plugin enabling your guests to send you a message, sending them to your Messenger account. In mobile it’s a smooth process that opens Messenger App, while in Desktop it will open messenger.com. You can test our plugin in our website.
Adding a simple plugin to the website that prompts users to interact via Messenger brings several benefits.
Make Your Customer Service Better
In the first place, it becomes possible for users to ask any questions they have and from there you can learn what are your primarily customers needs.
With the questions that users do, chatbots have the ability to learn from the answers replied by staff. After it learns it can provide the convenient answer automatically and eliminate repetitive tasks that staff normally do. Adding a chatbot empowers you to respond immediately to up to 80% of the most common queries.
Use Messenger to Retarget your users
Chat through Messenger allows you to re-engage with your visitors even after them closing the messaging app, oposite to live chats where that possibility dies when the users close the browser. There are many tools out there allowing companies to communicate one-to-many, from email marketing to social media and websites, making it easy to reach a large audience. Unfortunately, these tools do not allow companies to communicate with people on an individual level.
As you collect more information in your chatbot about your customers, you can use that information to re-engage with users and build a stronger relationship that will lead to in-chat orders. Brands are able to send relevant messages in a personalised way at the right time, and the best part is that it is done through one of the most popular apps on everyone’s smartphone.
Users Persistent Identity
One of the best things about Messenger is that it has more than 1.2 billion monthly users, which means that these days almost everyone has an account. This way, users will not need to insert their name or email address to send you a message, most likely they will have their login made in the browser or mobile app.
Why is this so great? Because every time they send you a message, you’ll have access to all past user history, enabling you to give the most relevant information to that specific guest.
