Facebook chatbots have changed the way customers interact with brands. Four hundred thousand Facebook chatbots in the world are helping businesses generate more leads and drive sales.
The reason is simple.
Facebook chatbots are making your consumer’s life easy. Instant replies 24/7, personalized recommendations, interactive product discovery, promotional alerts - all of these things are adding to higher sales, higher customer satisfaction and ultimately higher customer retention.
What is a Facebook Chatbot?
A Facebook chatbot is an automated messaging tool that uses AI to converse with customers via Facebook Messenger. Using conversational AI, chatbots have paved the way for brands to scale the way they interact with customers and have made it easier to generate revenue.
AI has completely transformed the way businesses conduct their operations whether it’s sales, marketing or support. A report suggested that 40% of all technology spending in 2019 will go towards digital transformation and 47% of digitally mature organizations use AI solutions to elevate their customers' experience with the brand.
Use Cases of Facebook Chatbots
A 2017 report found that chatbots will help businesses save over $8 billion per annum by 2022. Here are some of the use cases of Facebook chatbots:
1. Product Discovery
It can be a tedious task to scroll through thousands of products just to find what you are looking for. 46% of customers quit, just because they are unable to find the product they are looking for. Chatbots can be used for helping customers with product discovery using conversational AI. The bot asks a shopper questions such as colour preference, size or occasion. It will automatically analyze responses and send product suggestions for the shopper to choose from.
2. Keep your Customers up to Date
Facebook chatbots can be used to keep your customers up to date with important and relevant information about your brand. Promotional offers, new product launches, important events or content can be shared directly on Facebook messenger based on your customer’s preference. For instance, The Wall Street Journal sends personalized information such as key financial metrics, live stock quotes, latest news based on their user’s interests using conversational AI.
3. Build Loyalty
Individualized conversations with every shopper is a dream come true. It allows businesses to deliver experiences that meet and exceed the needs of today’s shoppers. Ensuring an excellent customer experience will make your brand their first choice. You can build customer loyalty by using messaging apps such as Facebook to your advantage. Some of the ways you can build a sense of trust with your customers through messaging apps are by:
- Real-time product recommendations
- Guiding the customer through the purchasing journey
- Enabling quick responses to inquiries
- Thanking them for their orders
- Sending tracking numbers to check order status
Examples of Brands Using Facebook Chatbots
Chatbots are continuing to grow in popularity and brands have been using them to their utmost advantage whether it’s for marketing or sales. Here’s how some brands fueled their Facebook chatbots to drive user engagement and sales:
“We decided to pursue a conversational chatbot that would feel natural and speak as Einstein would. This provides a more immersive experience for users to really connect with him one on one and organically discover more content from the show.” said the Head of Innovation Technology at 360i’s
NatGeo attempted to promote their new TV show, Genius by chronicling the lives of figures like Einstein and Picasso using Facebook messenger. With the bot, users can converse with the voice of the featured genius.
For instance, before Einstein’s show aired, page visitors who clicked on the “send message” would interact with “Einstein”. The bot followed the user’s conversation and replied with information about the show and also answered professional and personal questions.
Deploying this bot allowed NatGeo to create an immersive and conversational experience for their audience and promote their show with the help of conversational AI solutions. This resulted in 6-8 minutes of average conversations and 50% user reengagement. It also helped them build a community of followers.
Hipmunk, a travel search site, built a chatbot that allows users to get information about travel destinations from multiple sites directly on Facebook. The bot created a conversational experience by sending users promotions and deals based on their preferences and personalizing customer experiences. Hipmunk was successful in simplifying an exhaustive experience for users directly via the messenger bot.
Madison Reed’s chatbot, Meet Madi is the genius hair colour bot that helps users find the most flattering shade for their hair. Users can submit a selfie and the bot will automatically send hair colour recommendations. With this chatbot, Madison Reed was able to be available 24/7 to their customers, generate leads and drive sales, and make colouring appointments on the go.
The bot asks questions like “what colour is your hair?” or “is it chemically treated?” and converses with the customer just like a friend. Madi was able to boost engagement by 400% with a 21% clickthrough rate to the company’s website.
Domino's created an interactive Pizza bot called Dom that allows customers to order pizza, view the menu and track their order via the Facebook messenger app. The bot also sends personalized deals and offers that enhance the customer’s experience. One of the most commonly asked questions by customers is “What deal can I get on my pizza today?” and the Facebook Messenger bot helps to send deals of the day to the customer to incentivize them to make a purchase.
The popular skincare brand, Ponds launched its Facebook chatbot, SAL in 2019 that catered to nine countries. Once a user uploads a selfie, the bot can send personalized skincare recommendations based on areas of concern namely pimples, wrinkles, uneven skin tone. While the bot generates personalized recommendations, it sends skincare tips to keep the user engaged.
Deploying a chatbot allowed Ponds to generate 15 times higher purchase intent. Consumers also spent up to 3 times more time on SAL and 98% of its users said that they had a positive experience with the bot.
Estee Lauder chatbot allows users to try and buy lipstick shades on the go. Users need to click a selfie or upload an image and the bot will enable them to try on lipstick shades with augmented reality directly via the messenger app. The Facebook chatbot also sends personalized recommendations based on skin type, colour preferences and occasion. Upon choosing their preferred lipstick, users can click the shop now button and buy it from Estee’s website.
Luxury Escapes is one of the largest luxury travel agencies in Australia and is present in over 29 countries worldwide. Luxury Escapes deployed a Facebook chatbot to improve their online customer experience. They wanted to offer personalization, a quicker way to find deals and notification alerts. Luxury Escapes were all set to reinvent their customer’s shopping experiences in the form of a bot using conversation AI solutions.
Facebook Chatbots for your Business
The best way to generate leads and drive sales is to be where your customers are. Facebook chatbots allow brands to connect with existing and potential customers seamlessly and create immediate connections without requiring human intervention.
Using conversational AI platforms like Vizury, you can deploy Facebook chatbots that understands the users intent. All you need is to set up a chat flow using our no code chatbot builder. Our AI will learn and be ready to be activated based on the questions and answers updated on the chat flow. Now you are all set to build a connection with customers that automatically allows your brand to drive sales and increase your customer retention rate.