Category Archives for "Chatbots"

Almost Complete...
Request FREE Early Access
Join the Opesta beta and start creating targeted Facebook messenger marketing campaigns today!

Why Messaging is Outperforming Email Marketing (And How to Get in on the Action Today)

Facebook messenger bot notification

Email claimed its place as champion of the marketing world with the humble rise of Hotmail.

It’s been the champion of personalization, cold contacting, and lead generation for over a decade.

Many mediums — such as push notifications and social media advertisements — have tried to compete with the effectiveness of email, but only now has a viable contender entered the marketing scene.

And its name is chatbot.

For the most part, these robots live on social media platforms, which is the perfect place for them to gain their foothold. After all, social media usership has grown from nothing to nearly 70% of adults over the last ten years.

percentage of adults that use social media

(Image Source)

That growth gives chatbots a lucrative environment for expansion.

In particular, here are four reasons that chatbots are beating email to the punch.

Why Messaging is Better Than Email

We’re going to start off by discussing reasons why messaging is better than email marketing. Then, we’ll turn our attention to how you can jump on the messaging train.

Reason #1: Messaging is new and email is old

Whenever something new and intriguing comes on the marketing scene, interest explodes.

And that’s not surprising. Think about when a new restaurant opens up in your town. Everyone in the city wants to try the newest food joint.

But why does everyone flock to a new restaurant before they know if it’s any good?

Because humans want to try new stuff.

Here’s the psychology behind it in the words of Dr. Duzel:

“When we see something new, we see it has a potential for rewarding us in some way. This potential that lies in new things motivates us to explore our environment for rewards. The brain learns that the stimulus, once familiar, has no reward associated with it and so it loses its potential. For this reason, only completely new objects activate the midbrain area and increase our levels of dopamine.”

The same is true for Facebook Messenger.

In fact, when Facebook launched its chatbot integration with Facebook Messenger, the spike in interest was undeniable.

chatbots interest on Google Trends

(Image Source)

Chatbots are new, and that’s one of the reasons that people are more apt to engage with them out of pure curiosity.

lybrate fb chatbot

(Image Source)

Compare that with email. We all know what email is, and we’re all used to letting our inboxes rot with thousands of unopened messages.

But messenger platforms? Not so much.

I, for one, can say that my Facebook Messenger and iOS Messenger apps almost always have zero unread messages.

And it’s not just me. Lauren Kunze, CEO of Pandorabots, mentions that “…while email marketing has an open rate of 24%, a recent chatbot rocketed past that at 80%.”

Chatbots grab the attention of your target audience better than email since people don’t yet ignore messenger notifications.

Before I get ahead of myself, though, let’s point out some stats that you’ve probably already seen.

outdated statistic about email being most popular online activity

(Image source)

As you can tell, instant messaging and text messaging come in second only to email in popularity. Doesn’t that mean that email is a more effective marketing strategy than chatbots and messenger platforms?

Not necessarily.

Assuming that email is more effective than messaging based on the above data is the equivalent of assuming that a website with slightly more traffic is also bringing in more leads and conversions.

That’s ridiculous.

The reality is that chatbots are far better at engaging your target market simply because the space isn’t yet crowded. Email, on the other hand, is old, cluttered, and easy for most people to ignore.

Reason #2: People always have their phones

I’ll bet that whether you’re in the bathroom, car, office, or at the dinner table, you have your phone on you.

Despite how some of those habits might hurt humanity’s relationships, it’s the reality.

Most of us can’t put our phones down.

Which means that we almost always have them with us.

In fact, there’s a name for the fear of not having your phone next to you. It’s called nomophobia, and it’s Wikipedia official.

Luckily for marketers, chatbots thrive best on mobile devices.

And since people always have their phones on them — millennials especially — chatbots also always have access to consumers, whether they’re on public transportation, waiting in a line, walking down the street, or even at a restaurant.

mobile etiquette - generations disagree about when you can use cell phones

(Image Source)

Now, I know what you’re thinking. You can also set up email notifications on your phone.

But if you’re like me, turning on those notifications would turn your phone into a vibrating back-massager rather than the mobile device it’s supposed to be.

So even though people can turn on their email notifications, many people don’t. Which means that you can only access people via email when they’re looking.

Facebook Messenger, on the other hand, with its active 1 billion users, allows you to access your customer base at any time during the day since most people keep their notifications on.

Reason #3: Messaging is more personal

Email feels impersonal because it’s old and familiar.

Of course, email marketers are doing their best to personalize their campaigns. Interactive emails and big data personalization are two of the top email marketing priorities for 2017.

top email marketing trends

(Image Source)

But, when it comes to email marketing on mobile devices, the complaints are plentiful. Such as receiving too many notifications that are irrelevant to the consumer.

top email marketing complaints

 

(Image Source)

The reason that email marketers are failing to personalize their messages lies in the nature of email itself.

First of all, email is always a shotgun blast approach. Even segmented campaigns go to a large group of people. And the worst part is that everyone knows it.

So when email marketers try to include name tags and other personal elements, it does little to actually increase conversion rates.

Email personalization efforts end up feeling more like subtle deceit than true friendship.

But is messaging better?

Well, even though everyone knows they’re talking to a bot, you can set up that bot to interact with them in ways that strengthen your brand image and feel human.

In the words of Mark Zuckerberg, “We want you to message a business just as you message a friend.”

And technically speaking, each interaction is individual, making the experience seem more personal than a single email sent to thousands of people.

Reason #4: People already use their phones to check email

We’ve already discussed three reasons why messaging is a better way to contact your customers. But here’s what we haven’t discussed. People are already using their phones to check email.

In fact, 27% of smartphone owners check their email on their phone as their emails come in.

how often do people check their emails?

(Image Source)

Not to mention that users prefer messenger apps over social networking as well.

Why is that important?

If people check their email on their phone instead of desktop, and chatbots are a better platform for accessing your customers through mobile, then it stands to reason that chatbots create a better experience for your customer base.

In other words, since consumers prefer to interact with businesses on their phones, mobile-based messaging beats desktop-based email marketing.

How to Leverage Messaging

Now we’re going to turn our attention to three tips to leverage messaging today. These are the three fundamental requirements you should have for any chatbot — regardless of the product or service you offer.

Tip #1: Make your bot conversational

One of the great strengths of chatbots is that they feel personal… even though they aren’t.

Users can have a full conversation with these robots in much the same way that they would with a real person.

https://insurify.com/static/img/lander/evia-2017/demo.mp4

So despite the chatbot’s automated answers, users feel like the experience is personal.

Which, to some degree, it is.

After all, chatbots respond based specifically on the user’s choices, making it more like a choose-your-own-adventure book than a linear experience.

This means that you need to make your chatbot feel as personal as possible for the people who interact with it.

Consider, for instance, Botsworth…

Botsworth personalized chatbot

(Image Source)

Or Magic…

chatbot magic

(Image Source)

The primary thing that chatbots have that email doesn’t is a strong sense of personalization. You can leverage that fact by creating interactions that feel human, even though they aren’t.

Tip #2: Automate as much as possible

The last thing you want to do is create a chatbot that isn’t completely automated. Ideally, you want to only worry about interacting with customers manually as a last resort.

After all, the entire reason that you want to create a chatbot in the first place is to make your life easier.

Chatbots can handle a variety of customer interactions. They can do a heavy amount of customer support, selling, and retargeting.

For your reference, these are the top messaging apps in the world. You might want to consider placing your chatbot on one of these.

 

what platforms you should build your chatbot on

(Image Source)

But one thing is for sure: If you automate your chatbot, your bot will be a whole lot more effective, and your business will be more efficient.

In fact, chatbots can help sales departments save on 36% of their costs.

potential cost savings of using a chatbot

(Image Source)

Of course, have an option for users to speak to a real person when necessary so they don’t become frustrated, trying but failing to choose the right options that will take them to a representative.

Ultimately, automate everything that you can. The up-front work will pay off when you start saving marketing time and money.

Tip #3: Funnel bot analytics to a cohesive dashboard

As with all marketing methods, the analytics is where the real test of your strategy comes in.

Without analytics to inform your current chatbot, you’ll probably end up swimming in the wrong direction. Or the best case scenario, you’ll swim in the right direction without even knowing why or how.

Choosing an analytics platform for your chatbot is absolutely critical to the effectiveness of your strategy.

Botanalytics is one place you can host these analytics.

Botanalytics chatbot analytics dashboard

(Image Source)

Here are some things that you’ll want to consider when it comes to chatbot analytics.

  • At which point do people stop engaging?
  • Which interaction seems to be the most effective at gaining leads?
  • How can your bot do a better job of re-engaging people who are close to leaving?

While overall analytics help determine where your chatbot is going wrong, A/B testing is a great way to determine what your chatbot is doing right.

If you’re a marketer, you know that the more you A/B test a strategy, the better.

And since the chatbot industry is so new and largely unexplored, that truth is even more vital to understand.

a/b test your chatbot interactions

(Image Source)

Consider A/B testing the following factors on your chatbot.

  • Where the “buy” button is located.
  • Discounts with a dollar-off amount vs. a percentage-off amount.
  • Different product images.
  • Varying chatbot responses to high-interest queries.
  • How and where product descriptions show up on your chatbot.

It’s often easy to ignore analytics when you feel your strategy is working.

There are two problems with that.

You can’t know your strategy is working without data, and you can’t iterate your strategy and make it even better without A/B testing. That means data needs to be a vital part of your chatbot marketing strategy.

Paying attention to your overall analytics dashboard and running a consistent series of A/B tests will likely separate the wheat from the chaff in the world of chatbot success.

Conclusion

While email has been the leader of the marketing pack for over a decade, chatbots are giving the dinosaur a run for its money. The robots might not dominate humanity, but it’s looking like they’ll dominate email.

If for no other reason than that they allow marketers to speak to their customer base where it matters, when it matters, and how it matters.

Chatbots allow for an increase in personalization, and the fact that people always have their phones on them makes it a lucrative and largely untapped marketing space.

When building your own chatbot, though, you’ll want to make sure that you keep it conversational, automate everything that you can, and funnel bot analytics to a cohesive dashboard.

With that preparation, you can leverage the marketing potential that chatbots have to offer and interact with your target market in a way that email has never allowed you to.

 

Decoding How these 9 Trendsetting Brands Use Facebook Messenger

Learning how to use facebook messenger bots

Grand View Research expects the global chatbot market to reach a whopping $1.23 billion by 2025, which is a compounded growth rate of 24.3%.

Holy. Smokes.

But those numbers get even more impressive.

According to the Business Insider, 80% of senior or C-level executives from France, the Netherlands, South Africa, and the UK either already use chatbots regularly or plan to use them by 2020.

Really, though, that isn’t surprising.

Chatbots can be used to automate everything from sales, follow-up, and customer outreach to upselling, review requests, and even surveying. All of that automation appeals to businesses looking to save money and increase their ROI.

After all, when the robots do the work, it’s far less expensive and far more effective.

And why not use them?

Research shows that 65% of consumers are already comfortable with chatbots. The widespread adoption of chatbots seems to be the next natural step in the marketing world.

Let’s examine how these nine different, trendsetting brands are using Facebook Messenger and chatbots to decrease costs and increase customer engagement.

1. HealthTap

HealthTap is an innovative chatbot that allows users to get instant answers to their health questions from over 100,000 U.S. doctors from 141 different specialties.

HeathTap chatbot

(Image Source)

Here’s a screenshot of what its original message looks like.

HeathTap chatbot sequence

 

(Image Source)

Users can ask questions at any time during the day and receive free health advice.

Of course, if you’re experiencing a serious ailment, then go see a doctor instead.

But for people who want to quickly get information about health issues that they or a loved one is experiencing, HealthTap is a remarkable place to start.

Naturally, HealthTap wouldn’t be able to do this without the help of Facebook Messenger. In the words of HealthTap’s CEO,

“It’s now easier than ever to access top doctors immediately in a succinct and personal way. The new Messenger Platform enables us to extend the ability of our dedicated and generous doctors to help people everywhere feel good.”

Despite how good the app makes people feel, if you widdle HealthTap down to its most basic form, it’s a management system for curated content.

And I don’t mean to belittle HealthTap by simplifying what they do. Quite the opposite, actually. There’s some serious genius to the system.

When a user asks a question, they deliver curated content from their massive database of medical answers.

HeathTap chatbot sequence part 2

(Image Source)

Content marketers should take note.

Rather than shooting out random content to random people, the chatbot allows users to ask questions and then delivers content based on those questions.

And, to bring in some numbers, that personalization pays.

It’s 48% more effective than “unpersonalized” content and 32% much more effective.

effect of personalized content vs unpersonalized content

(Image Source)

You can use a similar method to deliver personalized content to people who ask for it.

Gone are the days of random content to random audiences.

With chatbots, you can answer the right questions at the right time for the right people.

2. CNN

Who’s to say that unbiased news can’t be conversational?

Not CNN.

CNN’s chatbot feels as personal as a B2C bot trying to sell you its product during Christmas time.

Okay, they don’t use emojis and exclamation points. But, for a newsroom, they do a pretty nice job of connecting with their users.

Similar to HealthTap, CNN offers its readers curated content based on what users are most interested in.

Want to learn about space? No problem. How about Donald Trump? Done. What is Bernie Sanders up to? Let’s find out.

In other words, the CNN chatbot offers a personalized “news” feed (pun intended) within Facebook Messenger.

cnn chatbot

(Image Source)

And let’s be honest, if a news agency can make its chatbot interesting, any business can make itself interesting.

CNN is carving the path for the other news agencies to do the same thing.

But not just other news agencies, marketers and their corresponding businesses as well.

In other words, you would do well to learn from the way that CNN personalizes its content.

The more personal your content is, the more engaged readers your readers will be. And the more engaged your readers are, the better the perception of your brand is.

Win, win, win.

3. Spring

Spring is a personal shopping bot for consumers everywhere.

You can find clothing, tools, technology, and pretty much anything that your little consumer heart desires.

It’s like Amazon in shopping bot form.

shopspring facebook chatbot

(Image Source)

As users interact with the bot, they answer questions to curate their product and price options.

And the best part?

All of this is done automatically with a chatbot.

There’s no sales person on the other end scrambling to ask and answer everyone’s questions.

Nope. It’s like magic. For the user and the business.

shopspring chatbot funnel

(Image Source)

Consider this: 86% of consumers will pay more for a better customer experience.

people will pay more for a better customer experience

(Image Source)

And as childish as it might sound, part of making the customer experience remarkable is holding the consumer’s hand as they browse your store.

That way, you can point them in the right direction.

Of course, you don’t have the time to do that manually.

The answer?

Chatbots that curate prices and products for each customer.

4. KLM

What if you could order plane tickets from Facebook Messenger?

Oh wait, you can.

In fact, that’s exactly what KLM allows its users to do.

But it does a bit more than that. Rather than just allowing users to order tickets, it also gives customers a digital boarding pass, notifies them when their flight is ready, and alerts them when their flight has been delayed.

klm airlines fb chatbot

(Image Source)

In other words, they keep their customers updated about what’s going on with their flight.

klm chatbot flight updates

(Image Source)

Because let’s be honest. Nothing is more frustrating than preparing for a delayed flight or, on the other hand, missing an on-time flight because you forgot.

KLM helps protect its customers from both of those dire scenarios.

Which is in KLM’s best interest.

More than 60% of customers said, for instance, that the best brands make life easier for them.

the best brands my their customers lives easier

If your chatbot isn’t making life easier for your customer and users, then you’re doing it wrong.

5. Everlane

Everlane is an ecommerce chatbot that allows customers to browse, curate, and buy products natively on Facebook Messenger.

And if that isn’t enough, they also notify customers when their products have shipped.

everlane ecommerce chatbot

(Image Source)

Because the reality is this: consumers want to at least feel like they are in control of what’s happening with the products they order.

Of course, you can’t actually let them manage all of the details, but you can at least keep them updated to make them increasingly comfortable with the transaction.

Plus, people care a lot about shipping.

And not just shipping cost. But shipping time.

28% of customers have abandoned their cart because the shipping time was too long.

top reasons for abandoned shopping carts

(Image Source)

Really, that isn’t surprising.

When you order a product, you want to know when that product is going to be delivered.

Every other consumer on the planet is the same.

The least you can do with your chabot is keep your customers updated on delivery times and shipping information.

6. Pizza Hut

What’s better than a chatbot? Pizza and a chatbot.

Lucky for pizza-loving marketers, Pizza Hut has just the chatbot.

With it, users can find a nearby location, discover coupons and deals, order pizza, and reorder past transactions.

pizza hut fb messenger chatbot

(Image Source)

If there’s one word that summarizes Pizza Hut’s chatbot experience, it’s convenience.

Finding deals, choosing a pizza, and ordering that pizza couldn’t be any easier.

With the click of a few buttons, you’ll have paid and ordered within moments.

And convenience is a big deal in the eyes of consumers. Just consider these reasons that people prefer shopping on computers instead of a mobile device.

why consumers prefer to buy on a computer vs. a phone

(Image Source)

In the end, the majority of those reasons are related to convenience or ease of use.

Phrases like “hard,” “cannot be easily viewed,” “difficult,” “too long,” and “slow” indicate that people care an awful lot about convenience.

And the story is no different for chatbots.

Make your chatbot convenient for the customer or don’t make it at all.

7. 1-800-Flowers

1-800-Flowers is probably one of the more unique chatbots in the digital world.

With it, users can choose, pay for, and order flowers for a friend or loved one.

It’s as simple as a few clicks.

1-800-Flowers customizable chatbot

(Image Source)

And here’s the coolest part about the service.

For free, customers can add a custom note to the delivery.

“Thanks for the encouragement mom!” or “You HAVE to see Star Wars! It’s amazing! Here are some flowers.”

Whatever the message says, the truth is the same: Consumers love free stuff.

And while the note seems like just a minor touch, it has a massive impact.

But just how much do people love discounts and free gifts?

Well, 50% of consumers say they are more likely to visit a store if they’ve received a coupon.

why chatbots should offer coupons

(Image Source)

Similarly, 68% of consumers believe that coupons build brand awareness and loyalty, and 60% say they love digital coupons.

The point?

People love free gifts or discounts on the products you offer with your chatbot.

And you don’t have to break the bank to make that happen.

Just start with a 10% discount, for instance, and see how that impacts your conversion rate.

8. Disney

Disney doesn’t just make movies and create theme parks.

Evidently, they also create chatbots.

Well, they’ve created one, at least.

But it’s pretty damn fun for kids and weird adults (can you say “damn” when talking about Disney?).

The chatbot revolves around Zootopia, the popular animated movie that Disney released in the last year.

Users can go on text-based adventures, answer silly questions, and enjoy a Disney-esque experience.

Disney's Zootopia Chatbot

(Image Source)

But, you’re probably wondering, what does any of that have to do with your own business?

You’re not Disney, after all. You don’t have the money and time to just create a pointless game.

However, the game isn’t pointless.

That’s right. It’s not.

It might be silly and fun and child-like, but don’t let that deceive you. Disney is doing something very intentional by creating this game. They are reaching their target audience — kids — and building brand awareness with that audience.

Then, when the kids come screaming to the parents that they want to go to Disney World, the parents will oblige.

Smart move, Disney. Smart move.

You can also use your chatbot to increase brand awareness. And sometimes, gamification is a great way to do that.

Sure, you want to sell stuff. But you can’t sell stuff if people don’t know about you, right?

9. Insomnobot-3000

Insomnobot-3000 is a personal favorite.

When people can’t sleep, they can pull up the chatbot and have a conversation with it.

Here’s what that often looks like.

Insomnobot-3000 personable chatbot

(Image Source)

Or… this.

Insomnobot-3000 chatbot sequence

(Image Source)

And this bot is attracting attention like a block of chocolate in a store full of fat kids.

Insomniacs — and people who are just plain bored — use the app to ask it questions and see what it’s capable of answering.

Ya know… similar to when you ask Siri or Cortana a ton of random questions to discover some uncovered mystery within their programming.

And while the bot seems like it’s just for fun, Insomnobot-3000 might actually be onto something.

Namely, conversational commerce.

What is conversational commerce?

Put simply, it’s commerce made… well, conversational. And chatbots are at the forefront of the charge.

From Conversational Commerce: The Future Has Arrived to The Permanent Future Of Conversation Commerce, publications everywhere are predicting that this trend won’t die out easily.

Best make sure your chatbot follows suit.

Conclusion

Chatbots are becoming more and more popular as time goes on.

They definitely don’t seem to be going anywhere soon.

Businesses are investing in them. Customers are learning to trust them.

And the convenience they offer is just plain hard to beat.

After all, what other automation service allows you to curate and immediately deliver product recommendations and content?

That’s right. None.

The chatbots are truly unique.

But what’s even more unique is the way that the above nine trendsetting brands are using them to engage customers and decrease costs.

There’s really only one question left to ask.

What trend will your chatbot create?

 

1

How to Set-and-Forget Lead Generation with these 6 Facebook Messenger Sequences

lead generation graphic

Facebook Messenger usership has grown since 2014.

fb messenger users over time

(Image Source)

That massive usership makes the platform ripe for lead collecting.

And interest spiked when Facebook announced that they were officially opening the platform for chatbots.

chatbots popularity in google trends

(Image Source)

But how do you make the most of Facebook Messenger and the robots that live there?

By taking advantage of the bots, of course.

Chatbots allow you to automate prospect conversations, making the follow-up process faster than it would be otherwise.

Which means that you’ll generate more leads and make more sales.

After all, the faster you follow up with prospects, the more people who will move through your funnel.

Fortunately, chatbots are far better at immediate follow-up than humans are.

But they’re not just good at follow-up. They’re good at all things lead generation.

In fact, here are six set-and-forget lead generation sequences you can steal.

1. Abandoned Cart Sequence

According to a study done by Baymard, the average cart abandonment rate across all industries sits just above 69%.

Think about that for a moment.

That means that more than three out of five customers add something to their cart and leave before clicking “confirm.”

Only one in four actually survive your checkout process until the end.

That’s a discouraging chunk of information.

But chatbots might be the answer.

You can connect your website with Facebook Messenger to automate an abandoned cart follow-up sequence.

Evidently, Pura Vida Bracelets already does this. Shortly after I added a bracelet to my cart and then left, I received this message.

pura vida abandoned cart chatbot message

But they didn’t stop with a simple reminder. They also gave me 20% off of my purchase.

pura vida abandoned cart discount offer

Adding a discount to your offer incentivizes the prospect to finish their purchase.

The two primary reasons that people abandon their shopping cart is that the final price is too high – from cost of shipping and total order cost.

why people abandon online shopping carts

(Image Source)

By adding a discount to your abandoned cart follow-up, you’re leveraging this fact and trying to capture shoppers who left because of the price.

And since chatbots are always active, they will follow up much faster than a human being.

Here’s another chatbot, for instance, that tries to entice cart abandoners with a discount.

abandoned cart discount from commerce bot

(Image Source)

You’ve seen this process in email sequences.

So why are chatbots a better place to recapture cart abandoners?

After all, you can set up an email sequence to send immediately in the same way you would with a chatbot.

But there’s one critical difference. People often have their email notifications turned off, but not their messenger notifications.

Which means that you won’t just send a message immediately. You’ll actually reach them immediately.

And the faster you reach people who hesitate to buy, the higher the chance that they’ll finish their purchase.

2. Browsing Specificity Sequence

Let me ask you a question.

If you had the choice between browsing a website on your own or having a salesperson guide you, which would you choose?

I’m willing to bet that you’d prefer to browse on your own.

Not because I like to make guesses when it comes to human nature, but because I’m a human myself and that’s what I’d choose. Plus, the science indicates the same thing.

humans prefer chatbot interaction for online shopping

(Image Source)

Now, here’s what you might be thinking. “If people want to be left alone, wouldn’t using a chatbot to help shoppers have the opposite effect?”

Not exactly. Since consumers know that chatbots aren’t real people, their anxiety about interacting with them is nonexistent.

Which means that you can use your shopping bot to interact with customers in a non-invasive, helpful way.

Here’s a chatbot interaction that does this well.

shop spring chatbot

(Image Source)

Not only is the shopper able to browse, but they’re also able to narrow their browsing to products they’re interested in.

When it comes to selling products, less is often more.

What you don’t want to do is show people so many products that they experience decision anxiety and leave altogether.

With chatbots, you can ask your customers the appropriate questions and then only show them products that fall into their category of interest.  

shop spring chatbot questions

(Image Source)

When people shop on your chatbot instead of your website, the interaction can be more personal and thus more effective.

So long as you incorporate questions about price, type of product, and style.

Then, set your bot up to show the user items that they are actually interested in.

3. Free Advice Sequence

Everyone loves free stuff.

I went on Google and typed in the word “free,” and all of these suggestions popped up.

populated results for google search of "free"

Evidently, people are browsing the internet for all manner of free stuff. Credit reports, games, people (?), and rice.

People love free things because they require no commitment on the part of the user. They get something without any sort of effort.

That’s a good feeling. In fact, here’s how Dan Ariely from Duke explains the effect in an MIT paper.

He said that the word free “gives us such an emotional charge that we perceive what is being offered as immensely more valuable than it really is.”

You can use the “free effect” in your chatbot lead generation.

But before you go giving away your entire store, consider a few other options.

You could, for instance, offer free advice, free content, or even exclusive checklists. Similar to how marketers use lead magnets.

Here’s a chatbot that offers tips for de-stressing.

free advice from a chatbot

(Image Source)

And here’s another that offers free tips.

free value in a chatbot conversation

(Image Source)

Now, you might worry that if you offer too much free stuff, your customers will get addicted to handing in zero-dollar bills and never want to actually buy anything from you.

But here’s the reality. People also love to spend money. Because people want to feel like they earn the stuff they get.

Here’s professor Dan again. “When people pay for something, it gives those people a sense of accomplishment, pride, and ownership, meaning they’ll value the goods or services more and complain less.”

So why offer something free in the first place?

Because it works wonders to build a meaningful relationship with your customers. It says, “I’ll give before you buy to prove I’m committed to you.” And that, in turn, builds trust with your customers, increasing your conversion rate.

4. Gift Recommendations Sequence

No one loves the holidays as much as I do. But I’ll also be the first to admit that the joy of my holiday experience is met with an equal dose of gift-buying stress.

What should I get everyone? How much should I spend? How will I know that they’ll like what I got them?

And Needle reports that I’m not the only one. In fact, I’m just one of 84% of consumers who also experience the same stress.

Luckily for me and all other consumers, the bots can help.

You can use chatbots to make gift recommendations. If you do, your bots will not only mitigate stress and build a positive relationship with your customers, but they’ll also leverage the massive amount of revenue present during the holiday season.  

And heck, you can even make it fun like GiftGuru does.

giftguru chatbot

(Image Source)

And here’s Nordstrom’s chatbot doing the same thing.

nordstrom chatbot

(Image Source)

And one last chatbot that you can use as a reference when creating your own.

gift chatbot from 5 Gifts 4 Her

(Image Source)

During the holiday season, people are going to buy gifts. But that doesn’t mean their experience needs to be stressful.

More importantly, though, your business can use chatbots to mitigate customers’ stress, offer gift ideas, and increase revenue.

Why are chatbots better than salespeople at doing this?

Well, they are less expensive for you, and they are less anxiety-inducing for your customers.

5. Empathy Sequence

Every great salesperson knows that empathy is one of the most powerful tactics at their disposal.

If you search empathy and sales on Google, you’ll see this snippet.

empathy google snippet

Empathy is showing another person that you understand what they’re going through. It’s being a good listener and trying to comprehend someone else’s perspective.

And when people think that you understand them, they are more likely to buy from you.

But why, you’re wondering, are we talking about empathy in an article about robots and Facebook Messenger?

Robots surely aren’t capable of being empathetic, and Facebook Messenger is a text-based platform – one of the least empathetic modes of communication.

So how can you possibly leverage the benefit of empathy with a robot on Facebook Messenger?

The best way is to mimic empathetic questions and responses as if they were from a real human.

Consider this chatbot from Sebastian Kull.

empathetic chatbot from Sebastian Kull

(Image Source)

By asking, “What is your biggest business struggle right now?” the chatbot appears empathetic to the concerns and needs of the user.

And there are lots of other ways you can use empathy in your chatbot user experience.

Consider, for instance:

  • Offering free advice for a problem the user is having.
  • Using language that empathizes with the user’s struggles.
  • Giving away an exclusive piece of content that will be valuable to the user.

You can use all of those strategies to build empathy with your chatbot. But the most important thing is that you find a way to do it that works for you.

Empathy works wonders to build trust with prospects and generate leads.

You don’t want to miss out on that potential.

6. Refer-A-Friend Sequence

Few things in sales are as powerful as word of mouth.

Before advertising, marketing, the internet, and bandit signs, there was a single method for spreading your message: Word of mouth.

Word of mouth has always been the pinnacle of sales because people trust their friends far more than they trust the claims of a salesperson or paid advertisement.

That’s exactly why people click paid search results far less on Google than organic results. It’s also why reviews and other types of social proof increase conversion rates.

At the end of the day, people trust other people.

But who do they trust more than other people?

Their friends.

After all, your friends aren’t getting paid to tell you about the new product or service that they love. They’re simply telling you because they love it. There’s no hidden agenda.

Regardless of how good of a salesperson you are, everyone knows you’re at least partly in it because you need to make money or hit a quota.

Meaning that friends are the best unintentional salespeople around.

To prove it, consider that companies with consistent referral programs experience a 69% faster time to close, 59% higher lifetime customer value, and 71% higher conversion rates.

benefits of referral programs

(Image Source)

But how you can use word of mouth in your chatbot on Facebook Messenger and leverage all of that potential for an increase in sales?

The easiest way is to ask for a referral from your customer after they’ve bought a product and are happy with it.

One way to do this is to ask customers for a referral after they’ve received their product or service and have had some time to experiment.

Ideally, you want to catch them when they’re the most excited about your business. That’s when they’ll be the most likely to give you a referral.

On your chatbot, you can simply include a “share” button that allows people to share the chatbot with their friends.

chatbot referral program

(Image Source)

If you target people with this prompt when they’re most satisfied with your business, you’ll gain clients and customers by leveraging your existing customers.

Not only is that a cheaper advertising route to take, but it’s also far more effective, and it sports a much higher conversion rate.

Conclusion

You want to generate leads passively. What you don’t want to do is think about sending out emails or messages and following up with abandoned carts or trying to recapture seemingly lost prospects.

You want to automate as much of that as possible.

And I don’t blame you.

That’s a whole lot easier in the long run than doing all of it manually.

But it will take some up-front work to optimize your strategy.

You should set up six sequences. Namely, an abandoned-cart sequence, browsing specificity, free advice, gift recommendations, empathy, and a referral process.

With those sequences in place, you’ll use Facebook Messenger and chatbots to build trust, drive leads, and increase your bottom line.

 

Speed: The Little-Known Reason Why Messaging is Transforming Marketing

chatbots are transforming marketing

In 2008, Barack Obama announced Joe Biden as his choice for Vice President…

Over a text message. To more than three million Americans.

Some publishers call that message the most important text in SMS history.

And despite your political leanings, you have to admit the savvy behind Obama’s decision to reveal his Vice President in such a personal way.

As one commentator points out,

“He knew how important and personal it was to the people. This clever bit of campaigning helped him rally millions of voters to his side and generate record contributions from contributors.”

But… it makes you wonder.

What was really so special about that moment? Why do people all around the U.S consider that text message to be so important?

Well, the reason is quite simple. Obama reached out to a massive amount of people individually in a matter of moments.

And if you could leverage that same power as a marketer, then that would be amazing.

With chatbots, you can.

The rise of chatbots and messaging platforms allows corporations to create that same speedy, intimate effect.  

And it does it far better than email ever could.

How, you ask?

Well let me explain.

Why Messaging Is Faster Than Email And Why That Matters

No. Messaging is not faster than email.

At least, not technically speaking.

Both email and messaging platforms deliver messages to inboxes within moments. And if there is a difference, it’s negligible, most likely sitting somewhere in microseconds.

But we’re not talking about technical speed. We’re talking about your ability to reach customers and clients quickly.

And that’s a whole lot different than determining how long a message takes to travel between devices.

Said another way, we’re not asking how long messages take to travel through digital space, but how you can reach your customers quickly.

For that, messaging beats emails.

First, 60% of people around the world have a mobile phone. And, in 2013, that number was increasing at a rate of about 4% every year.

Usage for those mobile phones is equally impressive, with 51% of internet access happening on mobile instead of desktop or other devices.

internet usage among adults

(Image Source)

According to the Huffington Post, people check their phones an average of 85 times per day.

In other words, people don’t just have phones, but they regularly — if not obsessively — check those phones for messages and notifications.

What about email, though?

Well, the largest portion — 39% of people — check their email one to three times per day.

How often do people check their emails?

(Image Source)

Clearly, if you’re trying to reach your customers quickly, email isn’t the answer.

Messenger platforms, though, might just be.

In fact, people are so addicted to their phones that nomophobia has now been coined as the fear of being unable to access your smartphone.

One researcher says,

“Our smartphones have turned into a tool that provides short, quick, immediate satisfaction, which is very triggering. Our neurons get fired and dopamine is being released, and over time this makes us acquire a desire for quick feedback and immediate satisfaction. This process also has contributed to developing shorter attention spans and being more and more prone to boredom.”

Lucky for you, marketers can leverage the compulsive habits — or fears — of consumer-phone relationships by using messenger apps.

And the versatility with which they can do that is practically endless. Pura Vida Bracelets uses chatbots to target cart abandoners, Sephora to learn about its customers, and 1-800-Flowers to run a flower-delivery service.

All of those advantages, though, revolve around one overarching benefit. It’s the same reason we keep harping on mobile, here.

Speed.

In particular, you can reach your audiences faster because… well, they spend virtually every waking moment connected to their smartphones.

Since you’re connected to their smartphones through chatbots, you can reach them whenever you want.

And that quick pace is transforming the marketing environment in four noteworthy ways.

Here they are.

1. You Can Immediately Target Cart Abandoners

In 2016, consumers abandoned 77% of online shopping carts.

How often do people abandon online shopping carts?

(Image Source)

That’s three-quarters of the people visiting your website, adding to cart, and leaving.

Discouraged yet?

Fortunately, you don’t need to be.

To prove it, consider the top reasons that people abandon their shopping cart.

Why people abandon online shopping carts

(Image Source)

As you’ll notice, the biggest reason by a long shot — sitting at 61% — is because costs climbed too high.

Maybe shipping costs discouraged them, or maybe tacked on fees and taxes did the trick.

Whatever the case, that’s a problem you can easily solve.

It’s called offering a discount. And the quicker you reach out to those people with a sale, the better.

One study of over 2,200 U.S companies discovered that leads were seven times more likely to have a meaningful conversation with decision makers if the company reached out to them within the hour.

Unfortunately, traditional methods just aren’t cutting it, with 7% of companies responding to customer queries within five minutes and 50% not even responding after a full five days.

What does all of that mean?

It means that people are most susceptible to you changing their mind if you reach out to them quickly.

Fortunately, messaging platforms are darn good at doing that.

Take a Facebook Message I received from Pura Vida Bracelets after abandoning my cart as an example.

Within minutes, I received this message.

Abandoned cart follow-up message

Then, the next day, they sent me this message.

Second abandoned cart follow-up message
last chance follow up message for abandoned cart

Here’s the smartest thing they did with this cart abandonment follow-up campaign, though. They offered a discount.

61% of people leave because the price got too high. But messenger platforms allow you to contact the customer and offer a discount on the items they left in their cart.

And they allow you do that within minutes rather than days.

2. You Can Quickly Upsell Existing Customers

Do you know the probability of selling to a new customer?

5% to 20%.

What about an existing customer?

60% to 70%.

probability of selling to new vs existing customer

(Image Source)

That’s a massive difference.

And perhaps the easiest way to get existing customers to pay more money is by upselling them on the next product in your arsenal.

They buy shoes, you offer them matching socks. They buy a Star-Wars T-shirt, you offer them a Star-Wars jacket.

Amazon has been using this tactic for ages.

amazon upsell

And the world’s largest online retailer doesn’t do so flippantly. They do it because it works. Amazon knows that offering follow-up products gradually increases the average price per order, benefiting their ROI.

Lucky for you, you don’t have to leave this tactic to the giants of online business.

You can use the same upselling tactics.

And you can do it where your customers are already hanging out — on messaging apps.

Take the 1-800-Flowers chatbot, for instance.

1-800-Flowers chatbot

(Image Source)

Once the user chooses a set of flowers, they select a date for delivery.

1-800-Flowers chatbot options

 

(Image Source)

And while 1-800-Flowers doesn’t actually use an upsell tactic, they easily could integrate one.

“Oh! You love those flowers? So do we! Here are some chocolates that we think match the bouquet perfectly.”

Or…

“Great selection of roses! Would you like us to add a personal note for just another $5?”

With a tactic like that, you’ll quickly increase the price of each order and your overall ROI.

Plus, since you’re reaching the customer in the middle of the transaction, they’re more like to buy the add-on item.

It’s like when you’re checking out at the grocery store, and you pass all the candy bars in line at the end.

Those are practically irresistible.

The same is true for your chatbot upsells.

3. You Can Follow Up With SQLs Instantaneously

The speed of chatbots isn’t just changing the B2C world. It’s also changing the B2B world.

In particular, it’s changing how sales professionals can reach out to Sales Qualified Leads (SQL).

Email has been the tactic of choice for sales departments for a long time. They segment their campaigns, A/B test their emails, and send the best of the group.

But… it’s still not working.

Fast Company found, for instance, that its average cold email reply rate sat around 1.7%.

That’s horrific.

And it’s even more disturbing when you find out just how important it is to follow up with leads quickly.

Only 2% of sales are made on the first contact, and yet 48% of sales teams never follow up with a prospect.

80% of sales, on the other hand, are made on the fifth to twelfth contact.

(Image Source)

The point?

You need to follow up with prospects and email isn’t working.

Might chatbots hold the answer?

It’s possible that, over the next few years, we’ll see more and more B2B companies use chatbots on messenger platforms to reach their prospects.

Especially since the chatbot conversion rate is about 266% higher even than social advertisements.

Consider this email, for instance.

(Image Source)

There’s no reason you couldn’t send a similar message through a chatbot.

And since messenger platforms reach your customer far faster than email does, the response rate is often better. Meaning all of the energy you spent following up doesn’t go to waste.

One survey by CONVRG gave away coupons on its chatbot and received three times higher response rate than the traditional email campaign.

The truth is simple and the application, even simpler.

People want you to follow up with them quickly and messenger platforms are the best place for you to do that.

4. You Can Deliver Curated Content To Users Within Seconds

Email campaigns have unintentionally turned content curation into a crapshoot.

Most the time, businesses create a piece of content they hope will apply to their audience’s fears, needs, and desires, but the results are often mixed.

Sure, you can segment your email campaigns, using savvy technology to group people into the appropriate division and then serve up content that applies to each segmentation.

But there’s a problem… people change.

And segmentation tends toward being a bit too rigid.

The good news though, is that if you’re like most content marketers, you have a massive database of content.

60% of content marketers create at least one piece of content every single day.

You can use all of that content to cater to different people at different times.

Consider, for example, how the Whole Foods Market chatbot does this.

Whole Foods Chatbot

 

(Image Source)

Here’s the wonderful thing about chatbots. Since you can ask the users questions, you can deliver content that’s relevant to them that very day.

No one is the same from day to day — except for maybe Santa Clause… he never changes.

And because of that, you need a way to deliver curated content to the right people at the right time.

In fact, 57% of marketers said that custom content was their top priority in 2014.

And that’s for a good reason. 61% of consumers’ buying decisions are influenced by custom content.

61% of Consumers' are Influenced by Custom Content

(Image Source)

But you definitely don’t have the bandwidth to do all of that content curation manually.

Fortunately, with chatbots, you don’t have to.

You can serve curated content to people when they want it — finally acknowledging the fact that everyone changes from day to day.

The content you deliver should change as well.

Conclusion

Now, you can reach your customers within minutes rather than days.

Many people don’t just check their phones regularly, they also keep their messaging app notifications buzzing.

Which means that the moment your chatbot sends a message is the same moment that the customer hears from you.

Not hours, days, weeks, or even months later, like traditional marketing methods often force.

And there are four primary ways that marketing is transforming because of that increase in speedy outreach.

In particular, you can target cart abandoners, upsell existing customers, follow up with SQLs, and deliver curated content faster than ever before.

What used to take hours now takes seconds.

Not because chatbots are faster technologically, but because they reach users faster.

Evidently, messaging isn’t just useful for political campaigns, but for marketing as well.

Thanks a lot, Obama.

How to Predict, Respond, and Automatically Follow Up with Facebook Messenger

Sending Facebook Messenger bot messages

For years, businesses have craved the ability to address customer needs immediately.

But they’ve always struggled to pull it off.

With phone support, customers can get one-on-one help with any issues they’re having. But that usually only happens after the customer spends a hefty amount of time listening to shoddy music.

Then, businesses tried to automate their phone service. They hoped for several results.

First, they hoped that an automated phone service would cut costs by cutting employment.

Second, and more important for the customer, they hoped that long wait-times would become a thing of the past and customers would get their questions answered quickly and accurately.

If you’ve ever used automated phone support, you know how the story ends.

Automated phone support, while fast, did more to build customer frustrations than it did to help them. While it aimed to mitigate problems, it often amplified them.

Why?

Because, as it turns out, people get irritated by the stupidity of bots.

One of the more recent attempts at automating customer service is the rise of Facebook Messenger, which currently has over one billion users.

facebook messenger user growth chart

(Image Source)

With that many users, Facebook Messenger must be doing something right. Something that perhaps the phone bots missed.

Truthfully though, it’s hard to tell.

Chatbots are in their beginning stages, and their potential is largely unexplored. But businesses who’ve taken on chatbots as a sort of early adopter are exploring these realms and revealing a massive amount of potential.

For one, chatbots are more customizable than their phone-call counterparts, and they’re more discreet since you can’t hear their unconvincing voice.

Will chatbots be the next best thing in customer service?

Well, they have a good chance.

And Facebook is the perfect place for them to live, with 76% of its users visiting the site on a daily basis.

chart of facebook and instagram daily active users

(Image Source)

Okay, okay. So Facebook Messenger is awesome. And chatbots might be awesome, but it’s difficult to know for sure.

What about your customer service initiative? How does all of this information benefit your customers, and more importantly, your business?

Well, before we dive into how you can use chatbots to predict customer queries, respond to them, and automate all of your follow-ups, let’s take a look at why chatbots are probably going to change your business forever.

If you let them, that is.

Why chatbots?

Our story begins with cavemen.

One caveman, let’s call him Rusko, is mad at his caveman buddy, Risko, for building him a spear that isn’t sharp. “Eh! Risko, not sharp!” Rusko shouts, trodding around and pointing at the tip of his spear that Risko gave him as a Christmas present.

Risko, calm and collected as ever, says, “Eh! Bring it here!”

Rusko clambers over to his caveman buddy. When he crosses the gap between them, Risko pulls out a shiny piece of rock, grabs the spear from Rusko, and drives the rock against the tip of Risko’s spear.

“There. Now sharp!” Rusko says. “Can I help you with anything else?”

You’ve just witnessed humanity’s first customer support moment.

Since then, customer support automation has come a long way. And today, bots rule the nest. Or, at least, they’re trying to.

Luckily for businesses, that might not be such a bad thing.

The bots are showing a lot of promise.

Between Facebook Messenger and Whats App — two chatbot platforms — users send 60 billion messages every single day.

How many messages are sent through fb messenger and whatsapp every day?

(Image Source)

This is important. It means that people like to use the platforms that chatbots hang out on.

In other words, the bots aren’t driving off the humans.

It also means that bots on these platforms have an opportunity to reach a massive audience or customer-base — a major win for any business.

Here’s what’s even more compelling. There’s not only a massive opportunity on Facebook Messenger, but 54% of customers actually prefer to interact through a messaging app instead of email.

messaging versus email

(Image Source)

That’s some promising information about the bots. But before you run off and start building your own piece of AI machinery, hear me out.

There’s still a place — an arguably very large place — for human interaction.

In the end, the only time that bots truly succeed is when they communicate with a person as though they themselves were a person.

That is to say that they understand all the complexities of human speech.

Obviously, they aren’t yet capable of that.

Why’s that important?

Because it means that you still need to have a backup plan for your bot.

There’s nothing worse than calling customer support, realizing the robot can’t answer your question, wanting a human, but no matter which buttons you hit, you can’t seem to get yourself redirected to a living, breathing, blood-pumping human being.

A bot can easily increase this frustration if you don’t allow for a human to step into the interaction when necessary.

Not to discredit the bot, but humans are still better at understanding other humans.

Regardless, let’s talk about how you can use bots on Facebook Messenger to automate your customer service process.

1. What is everyone asking you about?

Here’s the deal. No matter how much you and I want the world to spin the opposite direction, bots are still bots, and humans are still humans.

This means that bots are programmed by humans to interact in certain ways. They have no ability to interact of their own volition unless we teach them how.

This further means that you are the heart of the success of your bot. That’s right. You.

If you don’t design a bot that functions well and helps your customer or lead, it’s not the bot’s fault. It’s your fault.

And sadly, you’re not able to read your customer’s minds.

https://media.giphy.com/media/hTerI4FpPtJg4/giphy.gif

But don’t get discouraged. You don’t need to read their minds to know what they’re thinking. In fact, you can simply experiment to find out… or straight up ask them.

Regardless of what stage your business is at in its journey, you undoubtedly have some customer information. You understand who your ideal client is, what they are concerned about, and hopefully even have a list of FAQs.

That information is a goldmine for your chatbot to draw from.

With that information, you can decide which questions are most important for your bot to be able to answer. A great way to discover this is by asking your customer service team about their interactions with your customers.

Here’s a Facebook Messenger interaction with a support representative that a bot could easily handle if programmed appropriately.

fixing messenger bot logic

(Image Source)

Here’s the reality: Customer support is usually a matter of someone sitting down at their computer all day, clicking on pre-typed responses.

I don’t know if you’ve noticed, but that’s not a whole lot different from what chatbots can do.

This is a simple interaction with a chatbot that proves robots are capable of simple customer service interactions.

simple chatbot conversation

(Image Source)

But here’s the thing. The bot has to be prepped and ready to answer these questions. Which means you have some upfront work to do.

Figure out which questions your customers frequently ask, and program answers to those questions into your chatbot.

Then your bot will be off and answering questions as complex as this.

complex chatbot interaction

(Image Source)

Or even this…

best chatbot interaction with customer

(Image Source)

But keep this in mind: Every robot needs a failsafe like every egg needs salt.

What’s that failsafe?

A human support representative who picks up any queries that the robot is struggling to answer.

In fact, your bot should just be a supplemental source of customer support. It shouldn’t be tackling the whole thing on its own.

But to use a chatbot at all, you’ll have to start by identifying the questions it needs to be capable of answering.  

2. How can you respond to each person individually?

I already mentioned that bots need to be able to interact like people.

At least a little bit. But not too much.

Look, no one calls customer support with a desire to make a new friend. We’ve all been just as frustrated with the overly-friendly customer service employee as we’ve been with the unhelpful one.

People call for one reason and one reason only: to solve a problem.

They might be having trouble with your product. They might have a question about your product.

But they aren’t reaching out because they want to chat. I promise.

This fact goes for your chatbot just like it applies to your customer service team. Here’s an example of a wonderfully helpful chatbot.

customer service chatbot

(Image Source)

This interaction is helpful because it makes the interaction dead simple for the customer. They don’t even have to type a response! They just have to click a button.

That’s brilliant.

However, having said that, even customer service benefits from a healthy dose of personalization — knowing who the customer is rather than treating them like just another sheep in the pen.

In fact, with Opesta, you can add exactly that needed bit of customization for each client.

Just because people are calling to solve a problem doesn’t mean they want someone to read them a script.

Opesta funnels customer data into a single database and then interacts with the customers based on who they are, what they like, and how they interact with your brand.

That’s exactly the kind of personalization your chatbot needs: a friendly but not annoying touch.

Disney’s fun chatbot does a nice job of illustrating how personal a bot can be when it tries.

 personable chatbot

(Image Source)

This is, of course, a game that Disney created. And you’re running a business. So how does this apply to your customer service?

Well, the point still stands.

Chatbots can be as personable as you want them to be.

Your goal with your chatbot is to find the balance between friendly and helpful. It should be a bit of both.

A great example of this is Celebstyle, which allows users to shop based on their favorite celebrity’s outfits.

personalized chatbot

(Image Source)

This touch of personalization by Celebstyle allows users to shop, but in their own way.

Ask yourself this question: How can you use your chatbot to help customers, but also give them a unique experience.

You don’t want to annoy your customers, but you also don’t want to be as dry as a piece of bark on a slowly dying tree.

3. The importance of follow-up

Here’s what the death of your business looks like.

Customers and leads message you, asking questions about your product. They might want to purchase, or they might just want help figuring out how best to use your product.

Whatever the case, your inbox is popping.

But you’re a busy person. Running a business is no simple undertaking, and the last thing you’re concerned about is the red counter at the top of your Facebook Messenger app.

What happens next is simple.

You don’t respond. People lose trust. Your churn rate skyrockets.

Don’t believe me?

Consider this: 60% of customers hate you once they’ve waited for more than a minute for a response.

don't make customers wait for a messenger response

(Image Source)

Of course, it’s not reasonable to assume you’re capable of answering all those messages within 60 seconds.

Which is exactly why you should get a chatbot.

Chatbot will not only save you from a case of customer-hatred, but it will actually make you money.

55% of consumers would pay more for a better customer experience.

consumers will pay more for better customer service

(Image Source)

And 86% of active buyers would pay more for a better customer experience.

active buyers will pay extra for good customer service

(Image Source)

In the end, the robot might just rescue you from a dying business. 89% of consumers have stopped doing business with a company after poor customer service.

89% consumers won't re-purchase from a company with bad customer experience
(Image Source)

Following up is critical for your business. It’s the yin to your yang and the peanut butter to your jelly. Moreso though, it’s the money to your business.

Which is good. You need money. Which means you need to follow up.

And if you want to save yourself a whole lot of headache trying to do it yourself, build a chatbot and teach it to do it for you.

Conclusion

Imagine a world where you could address customer concerns the moment that they arose.

Every salesperson knows that customer concerns are the ground upon which a sale lives or dies. Without ground that’s toiled and prepared to answer customer questions, your business will suffer.

But how do you do that?

Well, you need a chatbot on Facebook Messenger. You need to determine what your customer FAQs are, how you can make each interaction appropriately personal, and follow up quickly.

With those tricks at your disposal, you’ll spend less time answering questions and more time building a business.