The exponential rise of Maessenger Chatbots: The revolution is here!
I’m quite sure that most of you have experienced listening to the monotonous music being played while you’re kept on hold by a customer care agent. On an average, people spend about 7 minutes until they are assigned to an agent. Gone are the days of waiting for the next available operative. Chatbots are substituting live chats and other conventional forms of contact such as emails and phone calls.
Every social media network has a private messaging system, in one form or another. It is not only used by people to send messages to each other, but it is also leveraged by consumers to interact with their brand pages- here lies a golden opportunity to begin using a messenger chatbot. Messenger Chatbots allow a conversation with customers to take place and give it a much-needed human touch. For example, a customer is in the immediate vicinity of your store and wants to know its timings before visiting the store. He or she sends a message to the page and awaits a reply. Let’s say that your social media manager takes an hour, which is an accepted response rate, to get back to him/her. By that time, the customer is no longer in the vicinity and that footfall is lost. Now consider this, if the page had a chatbot installed, the chatbot would have directly sent a message with the store timings to the customer, and it could have also given them directions to the store or offer them an option to call the store. That’s the magic of a chatbot!
Since Facebook Messenger Chatbots are essentially virtual robots, they never get fatigued and continue to obey your commands. They relentlessly operate round the clock throughout the year without taking a break. This plays a vital role in improving customer satisfaction and aids you to rank higher in your sector.
Why is it such a big deal now? In straightforward terms, it’s the new form of storytelling by being available to the consumers at the right time, right place, with the right information and mostly importantly only when they really want. Isn’t that the maxim of marketing?
Humans are restricted to the number of tasks that they can perform at the same time. A study suggests that humans can only concentrate on 3-4 tasks simultaneously. If it goes beyond that you are bound to meet errors. On the contrary, Messenger Chatbots can have conversations with thousands of people simultaneously. Irrespective of the time of the day, or the number of people contacting you, every single one of them can be answered immediately and accurately.
Messenger Chatbots assist by automating the initial process of capturing more leads and can help predict customer’s buying habits. Chatbots can collect priceless information such as full name, gender, location and other characteristics. By this, it saves precious time of the client as well as the agent to collect this necessary information. The chatbot marketing helps in identifying target customers so you never want to waste your time to set new lists for targeted people . Chatbots are more dependable in engaging potential clients and ensure that leads stay connected after the initial contact is made.
Chatbots are bound by rules and obey them if adequately programmed. They can be easily trained to treat a customer in the politest way no matter how tough the customer is to deal with. Also, Chatbots can be programmed in such a way that they can communicate with the customers with the language of their choice. Isn’t that something great, especially in the era of globalization where people speaking different tongues try to interact with you and your business?
The Number of People who prefer Messenger Chatbots has increased in the recent past and has recorded-high in numbers. Chatbots have significantly higher open rates than emails because of its interactive nature . People tend to click more on the contents received through Messenger than those received via emails. A study conducted conclusively says that a whopping 88% open rate and 44% click- through rate can be obtained via Facebook Messenger Chatbots. Have you ever had such results with email marketing? That’s staggering, isn’t it?
Customers absolutely love these systems because they can skip complicated explanations and just receive the information they want to know.
Some interesting statistics on Messenger Chatbots:
-50% of US teens use Facebook Messenger every day
-46% of consumers would rather communicate with a business through a messaging app than email. (ubisend, 2016)
-37% of consumers would rather buy items via a company’s Facebook page than their website. (HubSpot, 2017)
-48% of consumers would rather connect with a company via live chat than any other mean of contact. (HubSpot, 2017)
-35% of consumers want to see more companies using Messenger Chatbots. (ubisend, 2017)
-95% of consumers believe ‘customer service’ is going to be the major beneficiary of Chatbots (Mindbrowser, 2017)
-15% of consumers have communicated with a business via a Messenger Chatbot in the last 12 months. (Drift, 2018)
-27% of US adults would buy basic items through a Chatbot. (Drift, 2018)
-13% of US adults would buy expensive items through a Chatbot. (Drift, 2018)
Hence, it is safe to conclude that the present and future of chatbots is promising. I truly believe that every business out there, whether a start-up or an established one, can benefit with the right chatbot. Being an early adopter of the Messenger Chatbot technology will give you a major advantage as a marketer over other competitors. The stats predict that by the end of 2020 about 80% of business will adopt Messenger Chatbots to increase their Business revenue.