Automated Messaging to Take Over Customer Service?

A general understanding.

In an era where people are looking for the easiest method of doing things it looks as though businesses might be the front runner for this. Over the years, businesses have been looking for the easiest option for not only themselves, but for their customers too. This is a huge step for Facebook if they can make this work as it puts them in position to compete with Twitter and their ability to allow businesses to communicate with customers through direct message – the fact of the matter is, you just don’t see many businesses dealing with customer service issues through Facebook messenger. Facebook seems to be influenced by a successful Asian company, WeChat, which allows customers to make simple purchases, pay for movie tickets, or even getting a taxi. Facebook head of product managmessenger2016ement stated that “everything starts with a conversation,” which is ultimately true in customer service and even making a sale. When you consider the statistics from the 2015 calendar year, it makes sense that Facebook messenger would be the company to try this in North America as there users are increasing each year as captured in this image.

How will Facebook configure the automated messaging?

Well the truth is, Facebook has probably been planning to do this for awhile based on the fact they are already training the AI and bots they will be using for this project. Messenger has an option to speak to “M” through the messenger section of Facebook. M is simply an additional friend you have in the messenger section and, like Siri with Apple, you can ask them questions and interact – just by typing and noM4(2)t voice activation. Although M is based off of artificial intelligence, you can purchase items, plane tickets, book reservations, etc. which is why there is a team of human trainers that work along with M until it has perfected all aspects of communicating. This is great marketing by Facebook as they are not looking to take profits from business owners, but small businesses like flower shops and many more will look to promote or become featured on this aspect of messenger, which is where the real money is for Facebook. This is ideal for small businesses as they don’t have to deal with the customer service aspect or deal with any human interaction at all – just complete the order that the AI has processed. On the other hand, small businesses can save a lot of money and time by not having to create their own app or service that will provide similar benefits as Facebook’s messenger would – they can just pay to become featured on this service. In the direction this seems to be headed, it would be a very wise business investment for small businesses to become acquainted with messengers service.

Refer to Social Media Today for the full report.

5 Reasons Why Every Business Needs Social Media

Brand Awareness

Social media platforms allow you to easily promote your brands new ideas or products instantly to a large number of viewers. Considering more than two thirds of the country are currently active on sociGet_Hooked_360_Digital_Marketing_Increase_Brand_Awareness20121116_Articleal media there is a large audience. Millennials are beginning to have a larger impact on businesses and when you factor in their extensive use of social media and habit of making things go viral, this is crucial for brand awareness.

 


Legitimizing a Brand

It’s great that you have spread awareness about your brand, however the now that you have the customers attention you must make them want to stay. Once customers have been made aware of you, their first stop is likely your business website – which is often a fairly standard, static page. You must direct them to your social media pages where new information is being regularly updated and interaction between customers should be visible. “A website establishes that a brand exists, but a social media page establishes that the brand is active,” therefore allowing customers to see that you are active will generate more followers, which often determines how legitimate people view your brand. Also, 63 percent of consumers who search for local businesses online are more likely to use businesses with information on social media sites. On the other hand, failing to be active on social media can make consumers wonder if your business is still existent and failing to reply to comments can make the consumer question your customer service – this leads to delegitimizing your brand.


Increase Sales

Often brand awareness and legitimizing your brand is enough to increase sales, however their is more direct ways to improve your company’s revenue. Buy buttons are becoming more and more common on social media allowing customers an easier option to buy items directly from a company. On platforms like Facebook, using the Fahow-to-increase-sales.jpgcebook store, apps like Ecwid and Beetailer can be very useful. For Twitter, companies directly linked to Amazon can allow customers to add items to their Amazon.com cart directly from their Twitter feed with the click of a button. Other networks like Pinterest, Youtube, Instagram, etc. are now implementing buy systems for business directly on their platforms.


Customer Service

When considering the benefits of social media in business, customer service access might be one of the most beneficial tools you can access. Companies can monitor hashtags, keywords, and mentions involving their business or products and directly respond or initiate a private message conversation to resolve an issue. In a world technologically dependent, customers are more likely to take to social mms-shutterstock-pic-164375498-stock-photo-good-service-makes-the-difference.jpgedia to complain about a product or service then they are to phone or e-mail your help line making it crucial to monitor feedback of your company. This all directly relates to establishing your brand and creating consumer loyalty.


Distribution

Distributing your content and using social media as a marketing tool is key considering consumers spend 50 percent of their time on the ophotodune-2601486-social-media-marketing-in-tag-cloud-s.jpgnline, with an additional 30 percent of time spent on social media. Once you have created awareness and established your brand, you have a target audience and the next step is making sure you promote your products and services over the appropriate platforms with appropriate material for each platform.

 

 

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