A Facebook Chatbot is a chat bot that automatically integrates into the Facebook Messenger system and enables easy direct interaction with the users as it may pertain to their queries, orders, FAQ, and so on. Such Chat Bots help automate the procedure of several online customer support requests and performs on a pre-existing chatting platform, like Facebook Messenger. One can use a chat bot for any product or service that you want to promote on Facebook. For instance, if you are a food franchise business, you can use a Facebook Messenger Bot to facilitate chat sessions between your customers and your representatives.
Facebook has acquired four chat bot developers and one of them is building a Facebook Messenger Bot that will be available soon in the market. The bot has already received the necessary updates from Facebook, and now you can have a test run using the alpha version of the bot. You may install the Facebook application from the Facebook site and use it as per your wish. The bot uses the Facebook APIs to make requests to a server where it gathers information for each user and stores all of it in memory. This server can be customized by the Facebook developer to collect data pertaining to demographics, interests, types of groups visited, and so on.
In this talk, I would like to highlight my use case for Facebook's new product and specifically how I was able to convert my friend requesting quote into my own quote using a Messenger Bot. My friend was in need of a chat bot which would enable him to place an order on the product I was selling. He was very hesitant to purchase through Facebook, so he was not going to buy directly through my website. So, we had to come up with a way to facilitate the chat bot's use and make it perform as per my instructions. I took help from a Facebook Group that was creating a buzz around a bot named "Messenger Bot" and I used this group's information to implement my plan.
Since Facebook is the largest social network in the world today, I also wanted to test the waters of Messenger Bots in customer service support. Facebook Chatbot are very powerful and can automate a number of tasks which can make the business seem more professional. The Chat Bots I used were very sophisticated and could do a task which would have taken a trained employee months to do. This integration made things look easy and my chat customer service representatives were very impressed with their performance.
Another way to use the Messenger Bot in customer care is when working on marketing materials or other promotional material. You could create a bot for every individual promotional offer which is available. The bot would act as a representative for each offer and handle queries and requests efficiently. Facebook has limited messenger apps which are actually more useful for businesses. The company is focusing more on the messaging apps within its site and I would recommend you start looking for those apps now instead of later.
The biggest thing that prevents Messenger Bot from becoming an all-in-one solution for customer support is lack of training. Facebook's own instruction for using the bot and the chat system is not enough. A business needs to hire someone to train their employees on using both systems, especially since Facebook and Messenger Bot is still very new. To overcome this, you could train your employees how to use Facebook Messenger Bot and teach them how to use the chat apps by using an example scenario.
It is hard to say if Messenger Bot and chat bots will become the next big thing for customer service. Right now it is still very much in testing stages, so we can only expect to see great things in the future. If you want to use Facebook Messenger Bots in customer service, start now and get the training you need. If you are not comfortable with teaching someone how to use a Facebook Chat Bot or Facebook page, then you might want to consider using one of the many other Chat Bots on Facebook that are free to use. These will be available for testing in the near future as well.
By using Facebook Messenger Bots for customer service, businesses will be able to offer better assistance to their customers. They will also be able to introduce the bot into their company culture and customer service training may no longer be needed. In the meantime, you will already be seeing great things like automated responses to customer service inquiries and babysitting jobs being outsourced to Facebook Chat Bots. Now you just need to figure out which one of these will be a success!