Terms such as machine learning, neuro-linguistic programming, and artificial intelligence—seem so futuristic. If not something too far-fetched, these terms sure seem fit better for tech giants, elite programmers, top-notch engineers associated with the Silicon Valley or big shots such as SpaceX, Tesla or say Google.
But the truth is that understanding chatbots is no rocket-science anymore. Although these technologies are still at a nascent stage, but they come with a promise of immense potential to help marketers grow their business as we speak. The best part of it all is that implementing these technologies today doesn’t require you to have any prior knowledge of programming at all.
Back in 2016, the chatbot market value was estimated to be $703 million. And Global Market Insights, in a survey, estimated the amount to jump to $1.34 billion by the year 2024.
No wonder there are available a zillion products to make getting things done for eCommerce entrepreneurs increasingly easy. There’s Shopify, a tool that makes it very (very) easy to set up one’s store, then there’s ZoConvert, to make the best use of chatbots for Messenger Marketing and then there’s Oberlo, making it easy to add products to your store.
So, basically, chatbots have become (or are becoming) another tool one can add to the mix to make it easier to boost your sales. Marketing experts unanimously agree on—“Chatbots having the potential to do to eCommerce what e-commerce did to traditional retail.”How should E-Tailers Use Facebook Messenger to Efficiently Drive SalesClick To Tweet
What’s in store for the future of shopping?
The time when people no longer rely on superstores such as Amazon for shopping isn’t too far away. What will happen is that people will be shopping within personal, real conversations taking place privately.
Let’s try and dig deeper on the subject.
Let’s say, you need to buy this product online. What is going to be your current shopping experience going to be like?
Well, you’ll visit the website that suits best for the product you need to buy. You may have found the website through a Facebook promotion or just that somebody suggested the website to you. Once on the website, you typically visit the right section, filter the choices in accordance with your need and you’ll then be presented with a list of relevant items according to your search.
You further compare some of the products you seem interested in and then add a few of them to your cart in order to return and buy it later. Post not visiting your cart, you’ll be sent with a re-targeted ad asking you or maybe tempting you to return to your abandoned cart and follow through with the purchase.
Sounds like a traditional online shopping experience. Now, we add chatbots to this mix. How would customers feel if they receive a friendly reminder on their phone? What if this reminder was specially made for you, making it personal, even human? And what if the received message will come through the same channel that you, on a daily basis, use to catch-up with your friends and family?
How do you think will customers take it like? Will they be compelled to connect with that feeling of familiarity and individualism subconsciously?
Next, the customers receive their orders. What if they receive a super-friendly check-in form on Facebook Messenger after passing of a week or two post order arrival?
You ask the customers with a personalized message for each on how they like their new product. Since it’s as easy as typing a text to your friend on Facebook, your customers reply. Post them shooting back with a message, you immediately send an appropriate response, extending help, if the need be.
Now, six months down the line, when your customers are browsing through similar products that they bought in the past (based on each one’s order history), the last chat your brand had with them again comes back to life with a gentle check-in message from you.
All of this segmentation, coming up with the right personalized messages for each and so much more happens just as you need them to by using chatbots. This basically makes chatbot a personal open door for customers to be able to dialogue with a brand, company.
These bots will send tracking updates, process returns, and also keep customers up-to-date with the latest promotions, all customized and personalized to each one’s taste.
If done correctly, Facebook chatbots can actually help you target among more than 1.3 billion monthly active users. As a matter of fact, already 2 billion messages are sent back and forth between end users and businesses each month. Providing a connection to 900 million people on Facebook messenger, going for the messaging apps certainly is a great opportunity to drive sales and enhance customer relationship to another level.
It’s definitely worth figuring out—how to leverage these increasingly getting popular chat apps. Back in 2015, messaging apps surpassed social apps when it came to the number of active monthly users. Facebook messenger also has 1.2 billion monthly users.
Let’s Get to Effectively Using Facebook Messenger to Drive Sales
The ultimate awesome thing about chatbots is that they give a highly automated, cost-effective way to communicate with your customers in a way that is direct and personal like never before. Add them to your Facebook marketing strategy. Here’s how you can leverage the power of Facebook Messenger and connect with your customers in the best way possible.
Use Chatbots to Improve your Customer Services
Ignoring social media can lead to a business losing as many as 15% of their customers. And the businesses that do make use of social media or respond to clients’ messages on social media can grow 20-40% revenue per customer, reports this article by CXSocial. Further, another study reports that around 44% of customers tend to believe live chat to be the most important feature a site can provide during the course of a purchase.
Customer support has traditionally been a challenge for businesses. And chatbots are here to make it easy for them. You can use chatbots to field FAQs and further provide with relevant answers. You can also use it to collect basic information ranging from email, order number, any query or problem before having a customer support representative to take over.
We can almost realize that the hardest part of salesmanship has to be—responding promptly to the customers and being available for them all the time. Chatbots tend to handle this better than humans.
An average company stretches the hours it takes to respond to a query to 10 hours. But a bot can do it immediately and enable customers instantly receiving what they want when they want it. Sure sounds a great way to boost sales when the world is becoming busier with each passing day.
Use Chatbots to Share Order Confirmation, Locations and Tracking
Customers instead of having to type and give their address can simply use Messenger and instantly provide companies with their address. These simple chatbots can be used to inform customers with important information about their order post-purchase have been made. You can use them to share order confirmation and shipping notification.
You can also provide with a “Track Shipment” option that on clicking will directly take customers to the shipping carrier’s website wherein they can find up-to-date information on the location of their package to be delivered. You can also try sending out tracking numbers, order updates and ask for feedback—all in a single message thread.
By doing this you are directing them back to your website and encouraging more shopping.
Use Chatbots for Abandoned Cart Recovery
It’s almost kind of shocking that more than 60% of the users abandon their shopping carts before completing their purchase. Meaning 2 out of 5, or even lesser, survive all the way through a checkout process.
Well, chatbots can again come to your rescue. You Facebook Messenger already being connected to our website can help automate an abandoned cart follow-up sequence.
You needn’t stop at sending a gentle reminder. You can program your bot to also offer a further discount on purchase the product. This is a great attempt at being able to close a deal. Adding a discount to the presented offer can incentivize people leading them to make that purchase. Since being one of the two main reasons for people to abandon their carts, final pricing often results in people not finishing their purchase, which means that adding a discount to your abandoned cart follow-up may result in capturing the consumers who abandoned the cart due to price.
Use Chatbots for Data Mining
For marketers, data holds the same value as that of gold. It is with the help of data that one can validate tests and help businesses see right from wrong in their campaign attempts. With the coming of AI and chatbots, A/B testing has become a piece of cake.
As we discussed earlier that bots can have an enormous amount of conversations in a very short span of time and every time they do that they gather new and relevant data. This can further help you with feeding the data into your analytics tools and reports and improve your targeting and the layout of campaigns.
Use Chatbots to Up-sell and Cross-Sell
What would you rather choose? Searching a website on your own and visiting pages you feel like or have a salesperson guide you through again and again?
Most likely you’d prefer to browse on your own. Nobody wants pushy sale persons to annoy you all the way through. Now that’s what your customers need. And bots are a great way to be able to really let them be and still guide them towards a destination.
This is a great thing about chatbots, consumers still feel like they have the comfort of shopping alone as they can be used to interact with customers in a non-invasive, low-pressure way. Since you as a business will already be aware of customers’ buying habits and their demographic information, you can use this platform to remind them of the products they might like or new promotions that might interest them.
Keep in mind to not to be pushy and must at all cost avoid blasting them with the latest promotions every now and then. You just have to stick with sending them promos and offers that are created specifically to entertain their interest according to the purchase history.
Using Facebook Messenger to Efficiently Drive Sales: Conclusion
Several data and reports have proven by now that Messenger apps are a huge marketing opportunity, and there’s no denying that. In order to boost sales using Messenger you as a brand must ensure that your customers are enjoying the interaction with you. You don’t want to push them away by presenting a poorly programmed bot.
Programme your interaction sequences with simple language, guided responses, and the ability to speak to a real human whenever the need be. Now, outshine your competition and increase your sales practically in no time.