Copyright...Tip #3: Casual Conversation Vs. Shop Button If you’ve ever visited a Facebook business...

FacebookMessengerMarketing:SpecialReport 2

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TableofContentsTable of Contents ........................................................................................ 3

Introduction .................................................................................................. 5

Tip #1: Customer FAQ’s .............................................................................. 7

Tip #2: Automated Greeting ........................................................................ 9

Tip #3: Casual Conversation Vs. Shop Button .......................................... 12

Tip #4: Finding Your Audience .................................................................. 15

Tip #5: Promoting Your Chatbot ................................................................ 18

Tip #6: Educate Customers ....................................................................... 20

Tip #7: Security ......................................................................................... 22

Tip #8: Design A Chatbot Character ......................................................... 23

Tip #9: Combine With Facebook Live ....................................................... 25

Tip #10: Include Send Message In Ads ..................................................... 27

Resources ................................................................................................. 31


IntroductionInordertohaveyourbusinesssucceedinthecurrentmarket,it’s

imperativethatyoubuildandmaintainastrongonlinepresence.

Withcustomersdemandinganswersatallhoursoftheday,

regardlessofwhatthey’redoingorwheretheyare,youshould

considerusingaFacebookMessengerChatbot.

AchatbotisanArtificialIntelligence(AI),interactivemessaging

systemthatengageswithyourcustomersonbehalfofyour

company,allwithinFacebook’spopularmessenger.Andforthe

mostpart,nohumanisrequired.

Fromlearningthebasicsofhowtocreateoneusingabot-building

service,toknowingwhatfeaturesyoursshouldhave,andwhatit

shouldlooklike,you’llsoonbeonthewaytohavingbasic

inquiriesonproductsandservicestosales,sometimeswithin

minutes.


Gonearethedaysofpeopleonlybeingabletocallcustomer

serviceMondaythroughFriday,8am-5pm.

Notonlydotheywantanswerstotheirquestionsrightaway,but

theynolongerhavetoleavetheirhomeinordertomakea

purchase.Aninteractivechatbotistheperfecttoolforanyonline

business.

Technologyisheretostay,andcustomerslovehowitsavesthem

somuchtime.Chatbotswillsaveyoubothtimeandmoney,since

ittakesawaythecostoftraditionalperson-filledlaborpositions.

So,ifyou’dlikemoreinformationonhowtosuccessfullybuild

one,keepreading!


Tip#1:CustomerFAQ’s WhencreatingachatbotforyourFacebookmessengermarketing

campaign,youmayfeeloverwhelmedatwhatyoushouldand

shouldnotincludeinit.Afterall,youdon’twanttoinundateyour

customerwithsomuchinformationthattheyloseinterestinyour

product.

Whichiswhyyoushouldrefertoyourcompany’smostFrequently

AskedQuestions(FAQ’s).

ConsidersendingoutabroadcastemailorhostingaFacebookLive

session,andseewhatquestionspopupduringyourevent.You

candiscussyourproductduringtheeventorevenjustuseitasa

basic,gettoknowusinteractionwithyouraudience.

Payattentiontothequestionsthatkeeppoppingupthemost.For

example,doyouofferdiscountedorfreeshippingonlargeorders,

freeexchangesandreturns,promotions,etc.Whenyougoto


buildyourFacebookmessengerchatbot,includetheseFAQ’sso

thatcustomerscaneasilyinteractwiththemwithintheplatform.

Whilecurrentandpotentialnewcustomersarelearningmore

aboutyourbusiness,it’llallbedonethroughachatbotthat’s

beencraftedwithyourownpersonaltouch.Customersdon’t

wanttohearabasic‘yes’or‘no.’Eventhoughtheyknowthey’re

talkingwithachatbot,theystillwantthathumantouch.

Formoretipsonhowtopersonalizeyourchatbotforyourown

business,checkoutthisarticlefromEntrepreneurthatgivessome

greattipsandtrickstokeepingyourcustomersengaged.

https://www.entrepreneur.com/article/294418


Tip#2:AutomatedGreeting

AfteryoudecideonwhatCustomerFAQ’stoaddtoyour

FacebookMessengerChatbot,youshouldconsidercreatinga

warmandinvitingautomatedgreeting.

ApotentialcustomerisbrowsingyourFacebookpage,takinga

lookatcustomercommentsandyourposts,andtheydecideto

reachouttoyourchatbot.Whileyoumaythinkabasic‘Hello’is

goodenough,thetruthisthatcustomersdon’twantgood

enough.

Theywanttobewowed!

Andwithsomanycompaniesouttherenowadays,it’simperative

thatyoumakeyoursstandout.So,thinkoutsidetheboxand

refrainfromsomethinggeneric.Consideragreetingthatisabit

morewelcomingsuchas,“Greetings,andwelcometo[nameof

company].Whatbringsyouheretoday?”


Rememberthatwhenyou’reinasalesenvironment,thatit’s

importanttoaskopen-endedquestions.Sayingsomethinglike,

“Areyouhavingagoodday?”or“Canweinterestyouin[insert

product]?”willeitherresultinabailoutoranegativeresponse.

Encouragethecustomertohaveanengagingconversationwith

yourchatbot.

Whilethecustomerisinteractingwithyourchatbot,offer

multiplechoiceanswersthatgraduallynarrowdowntovery

specificquestionstailoredtotheirneeds.

Asimple“I’minterestedinyourbodylotion,butthepriceisa

littletoohighforme,”canleadtoasaleofeithersomethingelse

youoffer,oradiscountiftheygetitwithanotherproduct.

Justremembertokeepthecustomerengagedinacasual

conversation.Don’tbetoopushy,anddon’tsoundrobotic.Be

warmandinviting,andmakeitseemasthoughthey’rereally


talkingwithahuman.Andofcourse,allowthemtoexitthe

chatbotatanytime.Customersneverwanttofeelobligatedinto

doingsomethingtheydon’twantto!

Therearelotsofsuccessfulchatbotsoutthereforyoutolookat,

andweencourageyoutodoso.Youcangetanideaofhowyou

wantyourstolookaswell.

Payattentiontotheonesthatarethemostsuccessful,andthink

abouthowasimilaronewouldworkwellforyourownbusiness.

Foranideaofwhatasuccessfulchatbotlookslike,aswellas

othertipsformakingyoursjustassuccessful,checkout

Marketing360.com.It’sfullofinformationyoucanputtogood

usewithyourownchatbot.


Tip#3:CasualConversationVs.ShopButton Ifyou’veevervisitedaFacebookbusinesspage,thenyoumight

haveseenaShopbuttononit.It’sprettyself-explanatory:

customerscansimplyclickonthatbutton,andittakesthemtoan

eCommercestore.

Butcustomersdon’tneedtoengagewithachatbotinordertohit

thatbutton.So,shouldyoubotherputtingoneintoyourchatbot?

It’sagoodideatohaveashopbutton,butyouwanttoencourage

customerstointeractwithyourchatbotratherthanjusthitting

thatbutton.Especiallysinceinteractingwithachatbothasa

betterchanceofhavingthemspendmoremoney,whereasjust

hittingtheshopbuttonwillresultinthembuyingwhatthey’re

lookingfor,andnotwhatyourchatbotrecommendsbasedon

theirconversation.


Firstofall,rememberthatcasualconversationsalmostalways

leadtomoresales.That’sbecausethemoreyourchatbottalks,

themoreitrelaxesthecustomerandmakesthemfeelatease.

Andwhenthey’refeelingatease,they’relesslikelytosay‘no’to

productsyourchatbotsuggests.

Butthatdoesn’tmeanyoushouldn’thaveaShopbutton,too.

Atsomepointduringaconversationbetweenyourchatbotanda

customer,they’llprobablybeinterestedenoughtobuy

something.

Yourchatbotcanbeprogrammedtoinsertlinkstoproducts,or

youcanhaveasimple‘shop’buttonwithinthechatbot.

Betteryet,youcanhaveboth.

Thisgivesthecustomertheoptiontocontinuechatting,orto

leavethechatbotandshopontheirown.


Justrememberthatmostconsumersaremorelikelytogivea

businesstheirhard-earnedmoneyifitoffersdirect,24/7,friendly

customerservice.So,keeptheconversationsfriendlyandyour

chatbotavailableasoftenaspossible.


Tip#4:FindingYourAudience Ifyou’rereadingthisspecialreport,thenchancesaregoodthat

youhaveaninklingyouraudiencehassomepresenceon

Facebook.Butbeforeyouconsiderbuildingachatbotjustfortheir

messengerplatform,youshouldverifythatit’llbeworthyour

timeandmoney.

Considersendingoutanemailtocustomerswhoareonyour

mailinglist,andaskthemtotellyouwheretheyspendalotof

theirsocialmediatime.Trynottobetooinvasiveabouttheir

personallives,butaskenoughtoknowhowoftenthey’reonthe

platform.

Withoverabillionusersworldwide,it’ssafetosaythatmost

peopleuseFacebookandtheirmessagingapplication.Andstudies

showthatcustomersaremorelikelytoopenthatapplication

insteadofanemailfromacompany.Itsimplyfeelsmore


personal,almostasthoughthey’rechattingwithafriendorfamily

member.

Eventhoughthey’retalkingaboutbuyingsomethingfroma

businesschatbot!

Evenifyoudecidenottobuildachatbotfortheirmessenger

platform,youshouldstillhaveaverifiedFacebookpageforyour

business.

Ifenoughofyourcustomersusethemessengerapplication,then

itwouldbehooveyoutobuildachatbot.Besuretoaddthe

chatbottoyourFacebookpageforcustomerstoseeit,too.And

rememberthatcustomerscanseeyourresponseraterighton

yourFacebookpage,atthetopbelowyourbusinessname.

Belightwithyourtextswithinthechatbot.Customersdon’t

respondwelltoalotofverbiage.Theywantafriendlyresponse,

butnotabunchofwordstheyhavetoweedthrough.


Rememberthatthey’rehavingaconversation,notsittingdownto

readandreplytosomemassemailfromabusiness.

It’sagoodideatoleaveaboutthreesecondsbetweensending

messages.Sendingmessagesbacktobackwillmakeacustomer

feelrushed,whichwon’tleavethemwithagoodimpressionof

yourcompany.

Atanypointduringyourchatbotconversation,remembertogive

userstheoptiontounsubscribeandexitthechatbot.


Tip#5:PromotingYourChatbot What’sthepointofcreatingaFacebookMessengerChatbotif

customersdon’tknowthatit’savailable?Youshouldmakeita

pointtopromotethenewprogramacrossseveralsocialmedia

platforms.

Ifyouwanttobuildandmaintainasuccessfulbusiness,youhave

toengagecurrentandpotentialcustomers.Andcustomerswant

immediateresults.LettingthemknowviaFacebook

advertisements,andotherforumsonline,thatyouhavean

interactivechatbotisagreatwaytocatchtheirattention.

ConsidertakingoutaFacebookadvertisementwhereyour

customerstendtoshop.Forexample,ifyourbusinessisselling

sunglassesthencreateanadthatwillappearonpagesrelatedto

shopping.Peoplewillseeit,headonovertoyourpage,andhave

theoptiontoengagewiththechatbot.


Advertisingyourchatbotisjustasimportantasadvertising

anythingelseforyourbusiness,asithasthepotentialtobringin

lotsofrevenue.Therearestillcustomersouttherewhothinkthey

havetowaitonholdforarepresentative,wheninreality,they

cangetananswerwithinafewseconds!

Whenitcomestocreatingyourchatbot,therearemanyoptions

outthereforyou.

Afewexamplesofchatbottoolsyoucanuseare:

1.Streamchat:

https://getstream.io/chat/

2.Chatfuel:

https://chatfuel.com/

3.MobileMonkey:

https://mobilemonkey.com/


Tip#6:EducateCustomers

Oncecustomersfindoutthatyouhaveachatbot,you’llwantto

takeamomentandeducatethemaboutallofthefeatures.

Forexample,it’sagoodideatogiveyourchatbotanamethat’s

uniquetoyourbusiness.Ifyourcompanyissellingfloral

arrangements,thencomeupwithsomethinginterestingthat

incorporatesflowersandseemsfriendlytothecustomer.

Tellyourcustomerswhatthepurposeofyourchatbotis.Isitto

answerquestions,suggestproducts,orjustforgeneral

comments?Customerswanttoknowwhyyou’vecreatedthis

chatbotandwhytheyshouldtakethetimetouseit.

You’llalsowanttoletthecustomerknowtheavailabilityofyour

chatbot.Eventhoughit’sAI,youstillwantahumanavailablein

casesomethinggoeswrongwithit.Itistechnology,afterall.If


somethinggoeswrong,willtherebesomeonerightawaytofixit,

orwilltheyhavetowait?

Customershavemadeitclearthattheywanttransparencywhen

dealingwithbusinesses.Theywanttoknowwhatthey’redealing

withandwhoisgettingtheirmoney.Makeitclearthatyour

chatbotistheretomaketheshoppingexperienceeasier,andthat

ifanythingshouldgowrong,ahumanwillbewiththemshortly!

Andfinally,tellthecustomerswhatthecapabilitiesareofthis

chatbot.Canitdoeverythingfromstarttofinish,canitvirtually

placeaproductinyourhomesoyoucanseeifyoulikeit?

Customerswanttoknowbeforetheygiveyoutheirbusiness!


Tip#7:Security

Chatbotscanretainalotofinformationaboutyourcustomers.

Justthinkofthelasttimeyoulookedataproductonawebsite

andthensawanadforitonsocialmedia.Justlikecookiesstores

information,sodochatbots.

Andcustomerswanttoknowthattheirinformationisassafeasit

canbe.

Itmightbeanaddedexpense,butnowadaysyoureallyneedto

investinsecuritywhilecreatingyourchatbot.Afterall,ithasthe

potentialtoremembereverythingfromwhatyousentyourmom

forherbirthday,toyourcreditcardinformation.Reassureyour

customersthatyoucanbetrusted.


Tip#8:DesignAChatbotCharacter Itmightsoundsilly,butthinkaboutdesigningavirtualcharacter

foryourchatbot.JustlikeGeicohasagecko,yourchatbotshould

havesomethingfunnyandinterestingtokeepcustomers

engaged.

And,ifpossible,keepitrelatedtoyourbusiness.

Forexample,ifyourbusinessissellingbakedgoods,thenperhaps

yourchatbotcouldbeacartoonbaker.Orifyou’reamassive

onlineretailerwiththousandsofproductstochoosefrom,maybe

justawittyshoppingcartthatcantalk.

Everyonelikestohavefun,andevenadultswouldgetakickout

ofacartoonchatbotinteractingwiththemabouttheproducts

yourcompanyoffers,especiallysincesomanyofusfindshopping


arelaxingandenjoyablehobby.Wouldn’tafunnycartoonmakeit

evenbetter?Onethatcananswerourquestions,too?

Andwhilewe’reonthetopicofbeingfunny,don’thesitateto

throwinsomeemojisandfunnygifs.Customerslovetohavea

goodtimewhilethey’reshopping.Justkeepinmindthatdifferent

peoplehavedifferenttypesofhumor,sokeepitasfamily-friendly

aspossible.

Forexample,ifyourchatbotrealizesthatthecustomerwould

loveacertainproduct,codeittoinsertafunnygifofsomeone

smilingorgrabbingtheirpurse.Justmakesurethatit’sinteractive

andwillencouragethemtohavefunand,mostimportantly,buy

thatproduct!


Tip#9:CombinewithFacebookLive GoingbacktocollectingcustomerFAQ’s,considerhavinga

Facebooklivesessionandhaveyournewchatbotinteractwith

customersrightinthecomments.It’sagreatwaytoengagethem

andrespondinrealtime!

Onceyourchatbotismadeandyou’reinyourFacebooklive

session,utilizingit,customerswillseethatit’ssopersonalthatit

canactuallyrespondtoprettyspecificquestions.Forexample,if

youaskacustomerwhattheirbudgetisandtheygiveanumber,

itautomaticallyshowsthemaproductwithinthatpricerange.

Thisisalsoagreattimeforreturningcustomerstointeractwith

thechatbot,andfornewcustomerstoseehowitremembers

information.Whichallowsforeasyupsellingandmoremoneyfor

yourbusiness!


YoucanalsohostaFacebookLivesessionforthelaunchofanew

product,andunveilyournewchatbotattheverysametime.Use

thattimetoeducatecustomersonthechatbot,whytheyshould

useit,andatthesametimegettoknowyourcustomers.

Givethemtheoptiontointeractdirectlywiththechatbotsothey

canseehowitworks.Mostpeoplewilllovehowpersonala

chatbotcanbe,andappreciatethatitsavesthemtime.Andof

course,besuretotalkaboutyournewproduct!


Tip#10:IncludeSendMessageInAds AnyonewhohaseverusedFacebook,hasseenanadvertisement

forsomenewproduct,book,toy,movie,orproduct.As

previouslymentioned,weoftenfindourselvesonashoppingsite

beforeheadingovertoFacebook,andthenvoila,an

advertisementforthatverysameproductappearsinourfeed.

Thisisagreatopportunitytoincorporatea“sendamessage”

buttonwithinaFacebookad.Customerswillseeanadforyour

business,describingwhatservicesyouoffer,andhavetheoption

justtoclick“sendamessage.”

It’sanotherwaytostreamlinesomeonewhostumblesuponyour

ad,likeswhattheysee,andmakesapurchase,allwithinamatter

ofminutes.Thisiswhyit’simportantthatyoumakesurethat


you’rebuyingFacebookadsforyourbusiness,too.Andmaking

suretheypopupwherecustomersarelikelytoseethem.

Ifyou’venevertakenoutaFacebookad,therearetutorialsand

booksouttherethatcanshowyouhow.AddingaSendMessage

buttonisveryeasy.

AnyonewhoshopsonlineandusesFacebookknowshoweasyitis

tobuysomething,sowhynotmakeiteveneasier?


ConclusionWhencreatingyourchatbot,justremembertokeepafewthings

inmind.

Firstandforemost,thegoalofchatbotsistosavetimefor

customers.Shoppingisfasterandeasierthaneverbefore,yet

customersarestilllookingforwaystostreamlinetheprocess.

Studiesshowthatit’sbesttokeepthepointofsaleunderfive

clicks.Addressanyconcernstheyhave,asksomeopen-ended

questions,andthendirectthemtowhateveritisthey’relooking

for.Anythingmorewilloftenresultinlosingasale.

Betransparentwithyourcustomersatalltimes,andbesureto

includeanoptiontoendtheconversationatanytime.There’sno

pointinkeepingsomeoneengagedwhoisn’tgoingtobuy

anything!


Havefunwhencreatingyourchatbotandgoodluckinthegrowth

andfutureofyourbusiness!


Resources HerearelinkstoafewresourcesthatIbelievewillhelpyou:

FacebookMessengerMarketingTips:

>>https://blog.hootsuite.com/facebook-messenger-bots-guide/

BlogpostdedicatedtoFacebookMarketingBots

FacebookMessengerMarketingTrends:

>>https://www.adweek.com/digital/david-marcus-6-trends-for-

facebook-messenger-in-2018/

BlogpostdiscussingmarketingtrendsonFacebookMessenger

CreatingAChatbot:

>>https://venturebeat.com/2018/01/05/4-things-i-learned-

building-chatbots-for-major-brands-in-2017/

Articlethatdiscusseswhatachatbotcreatorlearnedalongthe

way


MoreInfoonFacebookMessengerBots:

>>https://www.wordstream.com/blog/ws/2018/12/13/faceboo

k-messenger-bots

FacebookForDevelopers:

>>https://developers.facebook.com/docs/messenger-platform

MoreTipsonMessengerBots:

>>https://www.marketing360.com/facebook-ads/tips-on-using-

facebook-messenger-bots/

TheBenefitsofMessengerBots:

https://www.entrepreneur.com/article/294418

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