Messaging has exploded in popularity – messaging is the new normal.
People prefer using messaging apps (think WhatsApp, Facebook Messenger, Telegram, Apple’s Messages) to calling or emailing. It’s instant, convenient and incredibly widely adopted.
Messaging friends, loved ones, the boss at work, an online retailer: these aren’t specific pockets of adoption; messaging is being used by everybody.
Some recent stats for Facebook’s Messenger…
- 2 billion messages sent between users and businesses monthly.
- 56% of people would rather message than call customer service.
- 53% of people are more likely to shop with businesses they can message.
- 1.3 Billion Facebook Messenger users (more users than Snapchat, Twitter and Instagram combined).
But what IS a chatbot?
Let’s start with the basics: a chatbot is simply a piece of software that interacts with a user, inside a messaging app like Facebook’s Messenger.
Sometimes they can include fancy things like artificial intelligence, but typically they use dialogue branches for practical purposes including customer services, information gathering or brand experiences. With a chatbot there’s no need to work out how to navigate a website to get the required information, it’s just a conversion (known as a Conversational User Interface or CUI).
As interaction is based around one-to-one discourse, it allows users to interact with a brand or service in a more human way, providing levels of personalisation that aren’t possible with other channels. As well as words, chatbots can deliver images and (in the case of Messenger) visual menus and other useful functionality.
If you’ve never interacted with a bot, have a quick go with our demo chatbot:
Some other bots for you to try:
- National Geographic – m.me/natgeo
- Kayak Flights – m.me/kayak
- Spotify – m.me/Spotify
- Sephora – m.me/sephora
So what are the real-world uses of bots?
Well that’s a whole other blog post, but good examples include:
- Customer experience
- Lead generation
- Content distribution
- Conversion optimisation
And the great thing is they can help you with all these functions while you sleep.
Bots respond fast and efficiently to routine functions or user queries, escalating to humans when required. In the right setting they’re the most reliable employee you’ll ever have.
Download our full guide to Messenger Chatbots:
Matter Technology – Why You Need a Messenger Chatbot
Matter Technology are problem solvers, crafting technical solutions to meet business needs.
We make products and systems (including bots!) that prove that the intelligent use of technology can positively impact your business practice, process and bottom-line. Our clients are global organisations, characterised by thousands of employees and/or millions of customers; we provide them with easy-to-use systems to fulfil complex needs.
Whether your requirement is internal, external, campaign driven, marketing or social – challenge us!