Leveling up the customer service experience with Facebook chatbots

It's only fair to share...Share on FacebookTweet about this on TwitterShare on LinkedInShare on Google+

Facebook has just made it even easier for its 900 million consumer and business users to connect with each other. Currently, consumers rely on Facebook Pages to learn updates and get in touch with their favorite brands, an opportunity that Facebook saw to introduce an easier way for both sides to interact. And so far, businesses have flocked to try out this latest offering.

The latest from Facebook comes in the form of bots, confirming TechCrunch’s scoop earlier this year that Facebook’s Messenger team has indeed been working to create programs of automated messages. Stan Chudnovsky, Facebook Messenger’s head of product, discussed during one of his interviews that the current state of communication between businesses and consumers online are seemingly highly robotic and the chatbots role is to improve that connection. Before, when chatting with a bot, you would simply be asked basic information whereas now you get more customized messages to help address your need.

Taking the Leap

Among the many businesses that have taken a shot at using Messenger’s latest platform is Dutch airline KLM who soon plans to allow customers to obtain their boarding pass directly through the app. Uber, on the other hand, has already gotten an early start with the service, now allowing customers to order rides via the app, adding greater convenience to its service offering.

An estimated 5,000 Shopify merchants are also distributing order confirmation and shipping alerts using Messenger’s platform. This only goes to show how e-commerce companies are eager to further engage Facebook’s almost one billion users.

What chatbots can do to level up the customer service experience

Using the platform’s new Send/Receive API, chatbots are able to send structured messages that include images, links and even call-to-action buttons. This means people can now perform tasks like make restaurant reservations, purchase tickets and even send flowers to loved ones all on one platform via means of messaging. There will be no payments allowed as of now though for fear of possible hacks and security breaches.

Businesses would also be able to send out sponsored messages ads to people who have started a conversation with their bot. Advertisers have an option of promoting the ‘click to message’ feature on Facebook’s newsfeed to attract target consumers to engage in a conversation with their bot.

Consumers need not worry about the chatbots getting too spammy as just like with ordinary chats with friends, there is also an option to silence notifications from the bot.

Chatbot Analytics on the Way

Alongside the chat feature, Facebook also introduced analytics to see how customers actually respond and engage with these chatbots. Given that the service is fairly new, such insights will help Facebook to continually improve its service and give the best online-customer service experience.

Chatbot analytics will also help programmers see the messages that most people find engaging or which call to action or messaging schedules come across as unappealing. This way, it’s win-win for both consumers and businesses.

The introduction of chatbots has led to many financial experts see Facebook potentially doubling up its revenues in a few years, if it can successfully bridge customers and advertisers using this app. This could lead to Facebook domineering the online market world and changing the way that many businesses manage their customers.

It's only fair to share...Share on FacebookTweet about this on TwitterShare on LinkedInShare on Google+
0 replies

Leave a Reply

Want to join the discussion?
Feel free to contribute!

Leave a Reply

Your email address will not be published. Required fields are marked *