Chatbot for Messenger

Building a chatbot for messenger isn't just for the big guys, but customers need to be able to find it.

In 2016, Facebook announced that it would allow chatbots on its popular Messenger app and simultaneously introduced a platform for developers to make chatbots for Messenger. The concept really took off and now there are over 300,000 chatbots for Messenger. Brands use them for a broad range of functions ranging from providing travel tips to sharing top news stories to serving as first-tier customer service. Customer support chatbots can answer simple questions, schedule appointments, collect information, place orders, and more.

The proliferation of chatbots has created an industry of chatbot builders that specialize in helping organizations create chatbots for Messenger and other platforms like company websites. Using these builder tools, businesses can select from pre-built chatbots or create their own chatbot for Messenger using drag and drop design features. These chatbots typically have very simple capabilities but can at least answer questions and collect information. Easy, DIY creation and low costs have made chatbots very accessible to even small businesses.

But just because you create a chatbot for Messenger doesn't mean your customers will use it. This isn't a widely adopted capability yet, so that means you have to point it out to people. Here are some ways to direct your customers to your chatbot for Messenger:

Put a link to your chatbot on your email messages.

Order status emails are a great place to include a link to your Messenger chatbot. And include it in your call to action within your marketing emails.

Create ads that click to Messenger.

If you advertise on Facebook or Instagram you can direct clicks to your Messenger bot so prospects can chat about your company and your products.

Leverage your website.

When you implement a chatbot for Messenger, add a Messenger button in the "Contact Us" section of your website that will link customers to your bot.

Use customer matching.

Using customer phone numbers from your own database, you can find your customers on Facebook and proactively reach out to them on Messenger, but only if you already have permission to contact them.

When you raise awareness of your newly implemented chatbot for Messenger, you should be prepared to support Messenger as a regular service channel. Your chatbot won't be able to resolve all of your customers' inquiries, so live agents will need to respond to the ones that still need attention.

When you build a chatbot for Messenger don't forget to integrate it with your contact center software.

NICE CXone is leading a new era of Smart Digital Conversations by eliminating traditional barriers to exceptional omnichannel customer experiences with new innovations across your contact center operations. CXone seamlessly integrates with Messenger bots to enable capabilities like escalating contacts to a live agent. Find out more about how NICE CXone can help you meet your digital support goals.

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