Messengers audience is growing rapidly. Messaging apps monthly used by more than 5 billion users worldwide.
According to Business Insider, top four messaging apps (WhatsApp, Facebook Messenger, WeChat, and Viber) have more monthly active users than four major social networks.
Each of us uses at least one messenger. This is so familiar and convenient channel of communication that people increasingly prefer to communicate in a short message mode not only with friends and colleagues but also with brands.
According to Google, 65% of consumers choose to write brand messages, instead of calling. And this number is growing.
Considering the size of the audience and its desire to use messengers for communication, global brands have begun to implement messaging apps in their marketing and sales strategies actively.
For example, the Hyatt hotel uses Facebook Messenger as a channel of customer support. Since the users were able to communicate directly with the company through the messenger, the number of message requests has increased twenty-fold, Hyatt said.
KLM Airlines uses WhatsApp to allow passengers the receiving registration confirmation, boarding pass and flight status updates. Also, users can contact the KLM support 24/7 simply writing a message in WhatsApp.
The advantages of using messengers for a company
Messengers have many advantages over phone calls or emails. What bonuses will your company receive using them to communicate with customers?
1. Lower costs
Using messenger to communicate with the client, you save financial, human and time resources. First, the use of messengers is completely free. Secondly, instead of five people on the phone, you’ll need only one (maximum two) employees who’ll respond to customer messages. You also save time, as a telephone call can be delayed for an infinite amount of time, and texting suggests a brief conversation.
You can communicate with the customer after he left the site. You only need to open a dialogue and inform about the availability of the desired product or offer a related product. You can also instantly send links, attachments, and geolocation, which will take much longer in an email, and on the phone, it’s completely impossible.
3. Ability to know the customer
With the help of messengers, you can see the information about the customer, which can’t be received by phone or in mail correspondence. For example, Facebook Messenger will let you know the age of the client, where he lives and what is he interested in. Analyzing the profiles, you will define your ‘customer persona,’ which will strengthen the advertising setting and other marketing processes.
4. The possibility of a delayed response
The messenger combines the real-time mode and the possibility of a delayed response. On the one hand, you receive a message from the client instantly, on the other — you can respond after a while, without losing a potential buyer.
5. Direct feedback
If a customer has a question or suggestion, he can quickly write a message. He doesn’t need to hang on the line or write an email, and then wait for the response. In case of the negative experience of using the product, the client will probably write to you, instead of an angry review in social networks, if he understands that you will get in touch quickly.
The advantages of using Facebook messenger for your business
If you’re still not swayed to use Messenger as the platform for your first chatbot, take a look at the top five advantages:
24/7 customer service
Facebook chatbots are live at all hours of the day and send near-instant responses to user inquiries. Even if a chatbots sole purpose is to answer FAQs, it still frees up valuable time for your customer service staff.
Since Facebook actually grades businesses on how responsive they are to messages, users will feel confident that their questions will be answered in a timely manner. Besides, you don’t want a potential customer lingering, do you?
On the note of potential customers, Facebook chatbots are great for engaging with those who have discovered you via Facebook and are ready to purchase something from your e-commerce business.
With e-commerce software capabilities, your Facebook chatbot can identify which item the customer is looking for and connect them to that item via social media call-to-action (CTA) buttons in a matter of seconds.
A recent study by DigitasLBi revealed that 37 percent of U.S. adults are willing to make a purchase via chatbots – with the average purchase totaling $55. Clear CTAs and a seamless checkout cart will boost customer confidence when making a purchase.
Leads are an important part of any marketing strategy, especially when it comes to B2B marketing.
Any of your current followers or users who have engaged with your business page at some point are now part of your subscriber list on Facebook.
What does this mean for your business? Well, both current customers and customers in your scope can be targeted via Messenger for relevant offers, coupon codes, blog content, and more.
Facebook chatbots are the deliverers of these messages. Since customers are much more likely to open a Facebook message compared to email, you can expect higher engagement rates.
Data and analytics
One of the advantages of utilizing a Facebook chatbot is its ability to retain tons of data from customer conversations. When this data is put into action, it can lead to more targeted social media and omnichannel marketing strategies.
Facebook Analytics is a good starting point for visualizing the activity of your Messenger bot. You can see how many total users are engaging with the bot, the demographics of these users, and the retention rate.
There are other analytic tools, however, that provide more in-depth insight to your chatbots’ performance. Some of these tools unveil who the most engaged users are what drives them to continually use your chatbot. Other tools show which messages have the highest conversion rates.
Personalized chat experiences
People are more open to using chatbots now than ever – and this isn’t just because of the added efficiency. Some of the top-performing Facebook chatbots today provide a personalized, branded experience to its users. For some inspiration on how to provide a similar experience, we’ve listed some of these chatbots below.
The advantages of using messenger for a customer
Communication in messengers is convenient not only for you but, first of all, for the clients. And satisfied customers guarantee your business success.
Messengers allow clients to ask the question immediately, as soon as they have it. If composing an email or calling a person can postpone or forget about it, writing a message is a matter of a minute. The client doesn’t need to waste time waiting for a free operator or being constantly on the site.
The client can write to you anywhere and anytime — at a meeting, in transport, during a party. Also, he checks the messenger more often than the email. To write a message or read your answer, he needs to spend a minimum of time and effort.
3. Psychological comfort
A client communicates in the messenger with his friends and colleagues daily. Texting on Telegram, Viber or Facebook Messenger is communication “on the territory” of your customer. He can afford less formal dialogue than in the email or on the phone.
4. Choosing the right time
The customer can reply to your message at any time convenient for him. Unlike a phone call, where he needs to decide right now, or emails about which a client can simply forget, the conversation in the messenger will remain in his messenger until he makes a decision.
5. Always there
Communication with the brand occurs in the most frequently used application. The client can easily start a conversation and get answers to his questions or make an order, as well as re-open the chat to clarify the details.
mssg.me: All messengers in one service
To use the advantages of messengers to communicate with customers as conveniently and effectively as possible, we created a service that allows you to collect all your accounts in one place.
To do this, you should:
register on mssg.me
– create your online business card
– connect the required messengers
– put your link in Instagram profile and set up widget on your website
If you have any questions – say “hi” to our customer support.