The Complete Guide to Facebook Messenger For Businesses

Today, ignoring Facebook Messenger in your business strategy means ignoring a network of over 1 billion active users. Probably not a wise decision for your business.

If you thought that this platform is only suitable for private conversations, then you will be surprised to know almost 53% of consumers are more likely to buy if they can have a direct exchange with the brand. (Based on a survey by Nielson)

And yes, over 1 billion messages are exchanged with companies each month on Facebook.

Why does your brand have to worry about Facebook Messenger?

By studying the general trend of the use of social networks, it is impossible to miss the dazzling growth of Facebook Messenger. The number of instant messenger users has now exceeded that of social networks.

According to Business Insider, the top four instant messaging applications have 500 million more active users per month than the top four social networks.

It is also interesting to compare this trend with that of mobile applications. According to a Yahoo Flurryshows study, the use of instant messaging is 5.6 times greater than that of traditional applications (11% over the last 12 months for applications against 62% for instant messengers).

If you take into account these numbers, but also all the benefits Messenger offers, like: communicate privately with your customers, customize your message but also set up automatic messages with ChatBots, it is importnat for your business to have a specific marketing strategy for Facebook Messenger

How to use Facebook Messenger for your business?

Now that you know WHY your business should use Facebook Messenger, this guide will explain how to integrate this application into your marketing strategy.

How to configure Facebook Messenger?

Before having fun finding original ways to use Facebook Messenger, you must first go through the less glamorous step of the configuration.

If you company does not have a Facebook page, it’s time to create one. Messenger and Facebook are intimately linked and inseparable from each other.

1. Choose your username

If you have not done so already, you will need to create a username for your Facebook page (which will also be your Messenger username). It starts with the @ symbol and immediately appears under the name of your page in the left column.

It is also visible in the URL of your Facebook page. It must be at least five alphanumeric characters. It is obviously wise to create a consistent name with your company to facilitate the search for your customers.

How to set up your Facebook Messenger username?

1. Click Create a @username page in the left column of your page

2. Enter the chosen user name

3. Click Create User Name

If this name is already in use, you will need to look for variations until you find the combination available.

2. Enable Messenger for your page

Once you are ready and available to answer future incoming messages, you can enable email on your page.

How to enable email for your page?

1. From your Facebook page, click Settings

2. Click General in the left column

3. Scroll to Messages and click Edit

4. Select the Allow me to contact my page in private checkbox

5. Click Save Changes

3. Configure instant responses and welcome text

Instant answers, without much surprise, are sent instantly when a user sends a message to your page. For example, you can use these messages to inform the waiting time of your response, or to redirect visitors to a page on your website that answers “frequently asked questions”. It is also possible to customize the response with the name of the user.

How to enable instant answers on Messenger?

1. From your Facebook page, click Settings

2. Click Messaging in the left column

3. Under Answer Wizard, select the Yes check box to Send instant answers to everyone who sends messages to your page.

4. Click Edit

5. Edit the message of your choice

6. Click Save

In addition, the greeting appears in Facebook Messenger as soon as someone triggers a conversation with your page. You can use this text, for example, to highlight the types of services you provide through Facebook Messenger and how users can access them.

How to activate the welcome message in Messenger?

1. From your Facebook page, click Settings

2. Click Messaging in the left column

3. Under Answer Wizard, click Yes for a Messenger greeting.

4. Click Edit

5. Edit the message

6. Click Save

4. Manage your response time

Now Facebook posts the speed at which you reply to messages (just a few minutes, a few hours, or more than one day) right on your page. Needless to say, if you want to encourage users to interact with you via Messenger, a shorter response time is better.

If you are ambitious, you can even target the status “Very responsive”. To obtain it, you must have an average response rate of 90% and an average response time of 15 minutes in the last seven days.

To improve your response rate, you can set the email status of your page to “absent” during your idle hours. Messages received during these hours will not be counted in this rate.

How to set your email status when you are not available?

1. From your Facebook page, click Settings

2. Click Messaging in the left column

3. Under Answer Wizard, select the Yes check box to remain responsive when you can not access your computer or phone.

4. Click Edit

5. Edit the greeting to indicate when the user can expect to receive a response from you

6. Click Save

7. Under Stay responsive when you can not access your computer or phone, click Edit.

8. Click Schedule

9. Select your time zone, and then click Add Time Zone

10. Enter the hours when your business is closed or if you can not reply to messages

11. Click Save

Good tips for building your Facebook Messenger strategy

Now that your Facebook Messenger account is ready, let’s see how to use Messenger in your business.

1. Use e-mail codes

Like Snapcodes, Messenger codes allow users to connect to your business by scanning this “image”.

How to find your Messenger code?

1. From your Facebook page, click the Messages tab

2. At the bottom of your inbox, click on the information icon

From this screen, you can see your Messenger code and download it as a graphic file for inclusion on your website, share it on other social networks or add it to your business card.

2. Use Messenger links

Like your Messenger code, your Messenger link is a tool that you can use to encourage customers to start a Messenger conversation with your page. You can use it on your website, in your e-mail signature or even on the various social networks on which you are present.

Your Messenger link is: m.me/[username].

3. Use the “Send a Message” button on local ads

Local ads are among the easiest to create. You can launch them directly from your Facebook page. They allow you to target people based on geographic distance.

Adding the Send a Message button to a local ad encourages potential local customers to contact you directly to learn more about you.

4. Pay attention to your clientele

When your customers encounter a problem with your business, they will not fail to talk about it on social networks. Facebook Messenger can help you in many ways.

  • Respond privately to public messages

Sometimes customers post questions or comments directly to your Facebook page (rather than sending you a private message). These messages are visible to everyone, this can be a problem when, to answer, your company needs personal information about the customer (such as contact information, customer number …)

Rather than urging your customer to send you an email with the information you need, you can now respond directly to a public message with a private message.

The initial comment will remain visible on your public page, but it will display a message saying that you have responded privately, so that other visitors to your page know that you are not ignoring your client.

  • Offer a customer service directly via Messenger

Facebook Messenger can also play the role of customer service for your business. It’s even easier for them to find you on Facebook than to find the email address of your customer service on your website.

Rogers Communications, a major Canadian telecommunications company, has tested Facebook Messenger as a customer service. After several months of use, she noticed a 65% decrease in customer complaints to give way to a 65% increase in customer satisfaction.

However, if you want to use Messenger as a customer service, you must have someone dedicated to this position during your opening hours. Indeed, customers expect a quick response from you. Rogers Communication justifies these very good customer satisfaction figures thanks to its response rate (“Very responsive”).

5. Provide services via chatbots

ChatBots are undoubtedly the most interesting way to exploit Facebook Messenger. They allow you to automate everything while personalizing your message.

The use of ChatBots Messenger by the Dutch airline KLM is among the most developed. KLM uses Messenger to provide flight updates, send you your boarding pass and even change your seat.

6. Vender your products directly on Messenger

A new program has emerged in the United States. It allows you to sell your products directly via Facebook Messenger. However, you must apply to access this program.

Tommy Hilfiger started this practice during New York Fashion Week. Customers had access to the new collections directly after the shows.

For the moment, in order to benefit from this service, your company must be based in the United States. However, you can already start thinking about the strategy to adopt when the service becomes more widely available.

7. Share your location

This feature has no business purpose. It is only a way to simplify the internal communication of your company. By sharing your position, your colleagues or customers know exactly where the meeting or meeting is. This ensures that everyone gets together in the right place.

How to send your location in Messenger?

1. Open a conversation

2. Tap the three-dot icon at the bottom of your screen

3. Click Location

4. Move the pin to the desired location or locate the location by name

5. Tap Send

8. Use a DropBox

It is also possible to attach a DropBox link in your Messenger conversations. This is especially relevant for images and videos because they are displayed directly in the conversation. The receiver will be able to instantly comment the image / graphic … etc on the chat.

For other documents that are not visible, you just have to open them, and these will be available on DropBox.

How to attach a Dropbox file to a Messenger conversation?

1. Make sure the Dropbox application is installed on your computer

2. Open a conversation

3. Tap the three-dot icon at the bottom of your screen

4. Choose Dropbox

5. Select your file

Social networks are constantly evolving. To stay ahead of the pack, your business has to be responsive and adaptable.

How to humanize your Chatbot

A chatbot is a computer program which conducts a conversation via auditory or textual methods. Of Late, bots are slowly making their way into daily activities and businesses. They’ve already revolutionized the way users communicate with different brands online.

Nowadays, users expect instant replies from businesses which has led to the increased demand for chatbots.

But there is a constant question as to how to humanize a chatbot? Users feel more comfortable communicating with a chatbot that has some personal touch to it instead of a bot that gives robotic replies.

Bots need to be integrated with some emotional intelligence that evolves based on user interactions.

Here are a few tips that can help create a personal touch for your chatbot –

Build your bot to accommodate your user

Often, chatbots only offer a few answer options to the consumer which severely restricts their options. The bot has to be developed to make things easy for the user. The bots must be constantly improved and made better to understand human dialect. They must also be programmed to learn and evolve from every encounter.

Quick replies to queries

Even though it is important to have a conversation with the customer, long conversations are not appreciated every time. Users wants quick answers to their questions with the least amount of effort involved. This is when you truly know if your chatbot is effective.

Develop a personality for your bot

Although the bot has to be built to accommodate the user, it is also necessary for the bot to have a personality that falls in line with your brand and its values. Tests like Myers-Briggs can help choose the personality traits for your bot. For example, if your brand caters to the millenials, it is important for the bot to have a fun, playful personality that the target audience can relate to.

Irrespective of your purpose of creating a bot, it is important to understand there is a human entity on the other end of the conversation. A humanized chatbot can help build stronger connections with the users and increase the brand loyalty. Afterall, It’s all about creating meaningful interactions.

Ohmybot launches #ChatQuizChallenge to promote Baahubali 2

Ahead of the highly anticipated release of Baahubali : The Conclusion, the makers wanted to
promote the launch with an interactive Chatbot quiz to give fans a quick recap of the movie.

Social & Digital Agency KRDS India was roped in to develop an interactive Chatbot on the page to
promote the movie. The move comes after KRDS India developed a series of movie promotion
Chatbots, recently for Kaabil, M.S Dhoni, Jolly LLB 2 and Badrinath ki Dulhaniya.

The Chatbot was launched on Baahubali’s official facebook page after the trailer was launched on
15th March 2017. The idea was to engage the users and get them to guess on the storyline of
Baahubali 2 from whatever they could gather on the trailer of the movie.

Users can message the page to play the #ChatQuizChallenge that had 5 trivia questions from the
Trailer. The BOT is a multi-lingual BOT and is available in five languages – English, Hindi, Tamil, Telugu and Malayalam.

Commenting on the Chatbot, Senthil Anand – General Manager at KRDS India Agency said:
With the huge success of Baahubali – The Beginning, fans of the movie across India have been eagerly awaiting the sequel and keeping this in mind, the #ChatQuizChallenge was launched to fuel the anxiety created by the trailer and to get users to subscribe and get new updates from the production crew.
We’ve already seen good reception to the BOT on all languages and hope to hit a milestone with the number of subscriptions to the Chatbot soon

At the end of the quiz users can receive a customized Baahubali 2 artwork with their profile picture to show their support for the franchise. The user could also subscribe to the Chatbot to get exclusive updates from the production crew of the movie.

The Chatbot was a raging success with over 86,000 users within two days. It can be accessed by messaging the page or on messenger

KRDS launches the first Subscription bot in South India for a TV Show

Meelo Evaru Koteeswarudu is a popular Indian regional television game hosted by Telugu megastar Chiranjeevi.

For the promotion of the show, the makers wanted to engage their fans and users in a unique way and simultaneously create a buzz on social media.

The team at KRDS were looking out for ways to engage with the audience on social media and also promote the show. Finally, the team proposed to build South India’s first Subscription Chatbot on Facebook Messenger. Bots are becoming popular by the minute and they have already been successful in the promotion of Bollywood and Hollywood movies. This would be the perfect way to gather the user’s attention on social media about MEK.

Users were encouraged to send a DM on Facebook or on Messenger. Once they sent a message, they were asked to subscribe to messenger. Post this, the users would receive exclusive information and news about the TV Show in their inbox. The fans were even given a poster with the megastar’s signature on it.

 

The chatbot campaign proved to be super successful with over 60,000 active users within a span of 2 days.

How Did ChatBots Win On Facebook Messenger?

In 2011, Facebook launched Messenger. Today, the platform has more than one billion users.
It’s almost five years since its launch, Chatbots, conversational robots run by algorithms, have embarked on the application.

The arrival of Chatbots on Messenger was perceived as a bomb in the digital world.
The experts split in two: the optimistic ones who saw the full potential of Chatbots and the pessimists highlighting all the past failures of these robots.
The press has notably titled “Please Facebook, do not let me talk to these ugly Chatbots” (The Guardian) or “The Facebook Chatbots are frustrating and useless”. (Gizmodo).

However, keep in mind that Facebook only develops Bots tools, not the final tool. It would therefore be more judicious to throw the stone on the right target: the developers of Bots …

The first generation of Messenger Chatbot was able to order his meal or send air tickets on his laptop. These were appreciated and highly effective.
However, other inefficient Bots provoked controversy, prompting David Marcus, Messenger’s manager, to declare ChatBots as old-fashioned and boring.

Today, this speech is over. Nearly 1.2 billion entities communicate on Messenger and contrary to popular belief, they are not all human. More than 100,000 conversations have been created by developers for the Facebook platform. Every month, these Chatbots send 2 billion messages.

The turning point of Messenger

We spoke with Anand Chandrasekaran, director of products and partnerships at Messenger, to understand how the platform has grown. He summarized Chatbots’ success in three key factors:

1- Design elements that support conversations 
2- Improved entry points for the consumer 
3- Understanding monetization for developers, brands and businesses.

The need for visual aids pushed Facebook to add media and interfaces. One of Chandrasekaran’s favorite Bots, Epytom, uses image and language understanding to give customers clothing advice and products.

Chandrasekaran, however, also highlighted the weak points of these Bots.
To be able to interact with a Bot Messenger you have to access it via the Facebook page of a brand (unless you are already familiar with the Bot and the brand). Most of the time consumers will not press the “send us a message” button. Moreover, even if the client has already interacted with the Bot, the conversation is lost in their history because it is mixed with their personal discussions (with your Facebook friends). A customer who can not easily get in touch with a Bot is quickly discouraged. He gives up the conversation.

“We knew this behavior was important, but it was talking to the developers that we realized the problem. It also allowed us to understand customer expectations, “says Chandrasekaran. To solve the problem of losing Bots conversations in personal conversations and creating the Bots of tomorrow, Facebook has recently introduced Bots at the top of the screen that are more accessible.
Also, Facebook has launched a new service: “The M Suggestions”. This option offers solutions that are useful for a given situation. For example by sending: “I’m on the road”, the Bot will directly offer a share of position with your interlocutor. This option can also be extended to applications like Lyft or Uber to allow you to order your taxi online.

Finally, Bots are mainly used for social activities like ordering a concert ticket, buying new clothes or organizing a trip.
Chatbots are integrated into Messenger conversations, right next to the text box and uploading photos.

From growth to monetization

The avant-garde consumers of Chatbots quickly identified their potential to generate a flow on their activities.

SnapTravel has recently raised nearly $ 8 million. The company allows consumers to book a room via SMS and Messenger application. According to Chandrasekaran, SnapTravel would earn nearly $ 1 million, only through Messenger.
Meanwhile, brands like KLM, T-Mobile and Sephora have developed Messenger Chatbots that deliver a consistent consumer experience with their brand.
Chandrasekaran claims that Sephora Chatbots represent 11% more than the other digital channels of the brand. In addition to boosting business revenue, Juniper Reserch calculated that Chatbot would reduce business spending by at least $ 8 billion by 2022.

How can Chatbots help market your Brand

Chatbots are starting to become a crucial part of every brand’s marketing strategy. Brands are realizing the potential of this growing trend and they are all slowly joining the Chatbot bandwagon. No matter what your business or industry, chatbots can be develop it in one way or the other. This elasticity of bot has made it a hot commodity for brands.

So if you are wondering how chatbots can help build your build, then look no further, we’ve some points that will help answer your question.

Instant customer service

This is probably one of the most popular reasons brands are incorporating bots into their business. Chatbots act as the first line of assistance and are available to solve customer queries irrespective of the time or the day. This not only helps boost the sales of the brand but also helps in marketing it. Customers will appreciate the assistance provided by the brand and it might even help in increasing the brand loyalty.

Shows that the brand is technologically evolving

Gone are the days where the customers run behind the brands. It is now time for brands to think of the most innovative and creative ways to reach out to their customers. Adopting the latest technology and features allows the brand to stay relevant to their users. It also makes them more fun and exciting that the users are happy to constantly engage and interact with the brands.

Helps track and analyse consumer data

Brands are aware of how important it is to constantly analyse and study the user behaviour/demographics and other stats to understand their customer and also help them market their brands to the right audience in the future. And chatbots are the perfect solution for this. They provide holistic customer insights based on their interactions. This enables the brand to take decisions that will impact their company in the positive way.

Chatbots are ideal for simplifying processes, quick answers and for entertainment purposes. Do you think there are other ways in which a chatbot can help market your brand? Let us know in the comments below!

How can Chatbots help cut Customer Service costs?

As we are moving towards the beginning of 2018, businesses and brands have realised the scope of AI and Chatbots and their benefits.

It is a common misconception that incorporating Chatbots often lead to higher costs for the company. But this is not true. It is merely an investment for reducing the costs in the future. These bots have an initial development cost and the occasional maintenance costs.But their usefulness go a long way. Infact, bots are the ideal solution to reduce the costs for Customer Services.

So how exactly can chatbots help cut this cost? Read further to know all about this.

Quicker response time

This is the key aspect of customer servicing. Time is everything. The consumers want answers to their questions as quickly as possible. With human interaction, the user doesn’t always receive an instant reply to their queries. But this problem is completely eliminated with chatbots as they’re available 24×7 all seven days of the week! Bots can completely cut the waiting time for addressing customer queries. This is a huge benefit for the companies.

Better Customer Service

The Chatbot can be customized based on your business requirements. The tone and conversation capabilities can be personalized at the development stage. This cannot be done if you have actual employees in your customer service team. A lot of money has to be invested in their training processes and procedures. Also, the bot can also engage in conversations and provide any value added services (if possible). This is not possible with human interactions.

Bots are constantly evolving

Bots have a ability to learn something from every interaction and conversation with an user. This enables them to evolve constantly to provide a better service to the customer every time. These conversations can be tracked and analyzed which provides right data insights for companies to grow their business.

How to make your Chatbot more engaging?

It is no surprise that Chatbots are technology’s answer for reducing the human workload. The possibilities of incorporating a chatbot into your business are endless and so are its benefits. But care must be taken to ensure that these bots are not only created to join the fad but also adds some value to your business.

We know the one common complaint against the chatbots is the lack of personal touch. Users complain that the conversation with a bot seems robotic and repetitive. Once your customers start criticizing the performance of your bots, it is hard to bounce back. This might have a negative impact on your business.

But worry not, we’ve got some tips for you to consider before you develop your very own chatbot. These tips can ensure that your bot has got all the necessary ingredients to build an engaging conversation with the user :

Establish goals

Goals are important because it is the guiding factor for both the brand and its users. The purpose of a chatbot could be completely different, from providing online support, book orders for the customers, or help solve any customer issues or grievances. Once the goal is established, the company can work towards customizing the communication pattern of the bot.

Make the bot user-friendly and proactive

The chatbot must be easy to use and communicate with. Brands must avoid using complicated and technical jargons and keep the language simple. The customer is not expecting complex words but is only expecting responsiveness and answers to his/her questions.

It is also necessary for the bot to keep the conversation flowing and engaging. Bots can even add some value to the conversation by sharing some offers/discounts/other information that the user might find useful. Or if an user is looking for a particular product which is unavailable at your store, the bot must be able to offer some alternatives to the original one. This kind of value addition is what sets a chatbot apart from the others.

Incorporate Call-To-Action buttons

Sometimes, a customer does not want a long and interesting conversation with a bot but is rather looking for some quick answers. This is where the CTA buttons can help your business. Incorporating these CTA buttons in the right places can also help provide quick solutions to the customers. Some examples of CTA buttons include, feedback button, contact us button and links to certain webpages. These action buttons also track and measure the effectiveness of your bot.

Developing and maintaining a bot is a journey. With the above mentioned tips, you can ensure that your bot has got what it takes to build a conversation effectively and efficiently!

Chatbot Performance – Metrics that matter

In the past few months, we see plenty of companies incorporating Chatbots and AI into their business activities. So what happens after a Chatbot is developed and is in use? The next question that must be asked is, “How do I know whether my Chatbot is helping my business or not?” This is where the metrics come into play. There are some key metrics that need to be tracked and analysed to constantly evolve your Chatbot according to your business and its users.

Here a few key metrics that can help improve the performance of your bot and lead to its success

Comprehending abilities

A bot must be developed to understand the user language so that it can answer their queries. The comprehension abilities of the bots must be constantly changing to make sure that the user does not spend a long time making the bot understand their query. Poor comprehension ability gives a bad user experience and would lead to lesser retention rate

Frequency of session and average session duration per user

Information about the frequency of sessions and session duration can give a lot of insights about the shortcomings of the bot or even help highlight what the bot is doing correctly. Sometimes, a low session duration might mean that the user is not engaged enough or is having difficulties communicating with the bot. A shorter session duration is not necessarily a bad thing in all the cases so care must be taken before such conclusions are made

Conversation steps

A longer conversation with a bot does not always mean high engagement. Sometimes, the user would want to get the required service/answer within a few steps but if the bot is unable to complete a time dependent activity in a few steps, it might frustrate the user. Therefore, based on the business activity, the conversation steps must be tracked to gain meaningful insights.

Top users and top phrases

It is important to simultaneously track the top users of the bot and the most commonly used phrases with the bot. These 2 metrics will help us understand why there are a certain number of people engaging with bot repeatedly and help implement this experience to the other users as well. This will help improve the retention rates and gather more data about user behaviour.

These metrics are just the stepping stone and there a lot more metrics that can help you measure the performance of your bot. Do you have any other important metrics in mind? Let us know in the comments below!

The New Era of Hiring – Recruitment through Chatbots

Chatbots are revolutionizing the online communication in different industries. More and more companies are starting to realize its potential and are looking for ways in which Chatbots could help their business. This brings us to the impact of Chatbots in the Human Resource department, predominantly the hiring process. We’ve already seen the drastic shift in the recruitment industry from classifieds, newspaper ads to Linkedin. Everything has moved to digital. And due to this, chatbots can prove to be extremely useful in this particular process.

Here are a certain reasons why chatbots can help a company’s recruitment procedure :

  • Help recruiters with their operational/administrative tasks

The job of a recruiter can be a tiresome one. They have to go through hundreds of profiles everyday to make sure they choose the right talent for their company. The chatbots can help reduce this burden by sorting the different profiles based on qualifications, requirements, experience and eliminate irrelevant profiles. The bots can even answer FAQs asked by the candidates. This helps the recruiter to focus on the actual interview and spend more time to assess the candidate with the right questions.

  • Saves time and money

Companies shell out a lot of money in their hiring process that involves screening applicants, group discussions etc. Chatbots can help perform more than 50% of the initial interactions thus saving money on labour. And the most important part is that it can help eliminate underqualified profiles easily. This process usually takes up the maximum manpower in the HR department.

  • Speedy process for applicants

The traditional method of hiring has different levels of interviews and the gap between each round is quite a lot. The candidates are often clueless about their progress. This lack of information can often hinder the job process for both the recruiters and the candidates. With the help of chatbots, information can be sent out to the applicants instantly regarding their selection or rejection. This is a positive trait for the company because it makes them more responsive to the candidates.

Seeing that the incorporation of chatbots brings some massive advantages to the business, it is time for companies to innovate their hiring procedures to make it a satisfactory experience for everybody involved.