OVERVIEW
E-commerce is a competitive space. You have to keep listening to new technology trends which will help to reach more customers. Facebook Messenger chatbot provide enormous potential to drive sales to your ecommerce store. Right now, the number of online stores that implement the Facebook Messenger chatbot is increasing each week.
Conversational Commerce is one of the hot topics when it comes to Facebook Messenger chatbot. Conversational Commerce refers to the intersection of messaging apps (Facebook Messenger, WhatsApp, Talk, and WeChat) and shopping
Conversational Commerce allows customers to browse the products, get customer support, complete the payment, get personalized recommendations, and get the order notifications all from chatbots itself.
Why Ecommerce Should Use Messenger Chatbots
Messenger chatbots can help ecommerce to improve their customer experience and ultimately improve their sales. Please have a look at the features of an ecommerce Chabot.
1. Abandoned Cart Recovery
Online merchants’ biggest headache is cart abandonment. 90% of shoppers leave the stores without making the purchase. Many online stores use email marketing automation to recover these abandonment carts and increase their sales percentage. The good news is that the Facebook Messenger chatbot can help you recover the abandonment carts.
If the customer doesn't purchase within 60 minutes, you can automate the abandoned cart campaigns over the Facebook Messenger. The Message can include the customer's cart with checkout button. This approach is 5x more effective than email due to higher opt-in rates.
2. Send Order and Shipping Notifications
The store can send receipts, shipping/order notifications, and more to the users over Facebook Messenger. This improves the customer experience, and they don't have to open and search their email inbox every time to see if there are any updates regarding their orders.
3. Search the Products with Natural Language
When it comes to a chatbot, the consumers expect the chatbot to understand natural language. You should take this feature very seriously if you want to create a smart chatbot. Most of the e-commerce chatbots out there lack these features and are built upon the flow-based model with a series of buttons.
4. Automate the FAQ
Customer support is another area where chatbots can be utilized effectively. Chatbots provide the added advantage of handling unlimited one on one conversation 24/7 and answer basic FAQ like 'what is your return policy?', 'Will you accept the debit card payment?', etc. Chatbots can automate the content from your FAQ page, and it's a very good customer experience.
5. Welcome Message
The welcome message is always shown to all new users after they tap 'Get Started' or send their very first message. The welcome message is the single most important message a user should see first in your chatbot.
A welcome Message is a place where you can include all the available things that your chatbot can do, so that users don't waste their time trying to do things that your chatbot doesn't support
6. Customer Support
Customers support is another area where chatbots can be utilized effectively. Every e-commerce store needs some kind of customer support.
You can’t replace human agents completely. But the chatbot can help the customer to create tickets, make complaints. Chatbots eliminates the waiting queues, and everybody gets equal preferences and the same level of support.
7. Feedback and Reviews from Customers
Feedback is valuable information that will be used to make your e-commerce store better. In the old days, we used to send emails or SMS asking for customer feedback, and the response rate was very poor.
You can send a message to the customer after 2-3 hours after their order has been delivered over the Facebook Messenger. This approach is more effective than email due to higher opt-in rates and has a better chance of getting feedback from the customer.
8. Product Recommendations
By combining the power of "Machine Learning" and conversations history, a smart chatbot can recommend various products that may suit the customer's interest. When we know each customer and their shopping behaviour, this information enables us to send personalized messages. You can send them offers, news about new products’ launch, etc.
This increases customer retention rates compared to the traditional email marketing campaigns. You can use some already available recommendation engine to implement the features like "You might like these products," which show some products of customer's interest.
Why Messenger chatbots should be part of your marketing strategy
Facebook Messenger chatbots have the potential to reach into more customers and dive more business. Have a look at some of the analytics about Facebook Messenger chatbots.
200,000 businesses have bots on Messenger
There are already 200,000 Bots on FB Messenger and companies are harvesting the benefits. If your business is not having a Facebook Messenger Bot, you are already late.
Reach 1.3 Billion Monthly Active Messenger Users
There are 1.3 Billion Monthly active users on Facebook Messenger. It brings the potential to reach and market your services to these users
Customers send 2 Billion messages to businesses
Customers like to chat with businesses as they chat with their friends. Over 2 billion messages are shared between businesses and customers every month on Messenger
70-100% open rates on messages sent
Messages sent over Facebook Messenger is having high open rates when compared to emails. The open rates are as high as 70-100%
$5 Billion+ Sales over FB Messenger
More than five billion US Dollar worth sales have been done through Facebook Messenger last year.
