Digital Agency Perth
What Is A Chatbot?
A chatbot is an advanced form of messenger marketing that uses text messages to communicate with users. It can be integrated into a website, application or Facebook page in order to facilitate the transfer of information between business and customer. Its ultimate purpose is to aid in the process of lead generation.
Why Use A Chatbot?
Chatbots automate many of the tedious and routine tasks found in much of customer service. They are in effect, the most efficient customer service employees available. They can have a vast knowledge of every aspect of your business. They deliver information precisely and equally to all customers. They become more adept at dealing with customers the more they interact with them. Most incredibly of all, you never have to pay them a wage. The simply do their job, 24 hours a day, without complaint.
Chatbots don’t exist in just one form. There are categories of Chatbots that are suited for different purposes. At our digital agency Perth, our chatbots fall into two fundamental groups, navigator chatbots and keyword chatbots.
Navigator chatbots are the most rudimentary bot that we offer. These bots don’t respond to user text. Instead, interaction with these chatbots is relegated to button presses. Customers will be confronted with button prompts and text asking what it is they are looking for, or how they can be helped. By pressing the series of buttons offered, the bot leads them to their desired location on a website, or offers them the piece of information they were searching for.
Though the tech these bots are built on is fairly basic, they solve around 80% of user queries. They’re like an FAQ and site map melded into one, provided in an easily consumable form.
Keyword chatbots are similar to navigator chatbots in that they’re both used mainly as an FAQ and a site directory. Where they differ is in their method of operation. Keyword chatbots work by a user typing in words related to their questions, and the chatbot delivering relevant information.
For instance, say a user is looking to purchase shoes from a clothing website, but is unsure of how to do so. By typing the set of keywords “how to purchase a pair of shoes” into the chatbot, they will be given a step-by-step breakdown of how to place an item into an online shopping cart. If the customer merely wants to find the summer line of clothing, they would type in “summer clothing” and will be given a link to the relevant page.
These chatbots are needed for the same type of queries as navigator chatbots, but for larger economies of scale. Button decision trees are efficient for smaller sites, but bigger and more complex sites need keyword searches to cut through the clutter.
Facebook Messenger Marketing Chatbots
Facebook messenger marketingis the utilisation of the app Facebook messenger to facilitate conversations with customers. The size of the user base for Facebook messenger is enormous, coming in at over 1.3 billion. Though this amount of users provides an opportunity, it also produces a problem. Businesses cannot manually converse with customers from a sample size that is this big. This is where Facebook messenger chatbots come in.
Chatbots integrate seamlessly into Facebook messenger. It allows you to deal with customers on a scale that humans are simply unable to. It also allows you to create funnels that push customers into new business with greater ease. All Facebook ads can be linked to chatbots that marshal customers in any direction you please, be it customer service, new business lead or just offering an FAQ.
Digitell offers this chatbot integration into your Facebook business page and ad campaigns. Every category of chatbot is available to either direct, engage or sell to your customers. We make sure to create specific funnels that reflect the reasons people would want to reach out to you.