Messenger Chat Bots: What They Are & Why You Need One

Did that headline make you do a double take? “Chat bots” sound a little too futuristic, right? Don’t worry, I’m not talking about Terminator-esque cyborgs. Chat bots are simply computer programs that use artificial intelligence (AI) to mimic conversation with people.

When you visit a website for a consumer brand like Amazon and a messaging box pops up with a friendly greeting, you’re usually not talking to a real person – you’re talking to a messenger chat bot. And when you press the home button on your iPhone to ask “Siri” a question, you’re talking to an informational chat bot.

Why Use Chat Bots?

So, why are chat bots increasingly replacing people? As someone who just recently began offering chat bot services to my own customers, I can tell you that they are incredibly valuable to your marketing efforts. They will help you provide better customer service and faster response times, nurture leads, and gain site feedback.

The best part is: Chat bots will also save you time and money by reducing staffing requirements.

ChatBots will save you time and money by reducing staffing requirements. 

How Do Chat Bots Work?

Depending on the task you want your chat bot to perform, we use a bot platform like Chatfuel to program a set of prompts that correspond with your audience. This allows real-time conversations and information flow to occur 24/7, which can lead to big benefits in lead generation, customer service, and ultimately, sales.

Entrepreneur points out that this is especially useful since most customer service calls and complaints are simple to resolve: “By providing this option for customers, you will lower the stress of dealing with customer service and increase customer satisfaction with your brand.”

How Are Chat Bots Useful?

You may be thinking, “Increasing customer satisfaction is great and all, but what else can chat bots really do for me?” And the answer is: Plenty! Here are just a few of the functions chat bots can perform:

Analyzing and tracking customer data (i.e., purchasing patterns)

Generating and serving personalized ads to customers
Gathering site feedback via automated surveys
Nurturing leads through customized messaging campaigns

If you’re not convinced yet, just look at the statistics. According to Adweek, “There are more monthly active users of messaging apps than social networking apps: about 3 billion vs. 2.5 billion. The top four messaging apps—WhatsApp and Messenger (both owned by Facebook), WeChat and Viber—have nearly 3 billion users alone.”

So, are you ready to make the switch to chat bots? Why or why not? I’d love to hear your thoughts!


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  • Author: Angie Dunnigan
  • About Me: Founder of aka Media Marketing, a full service Social Media Marketing Agency, Social Business Coach and Media Manager. Helping businesses connect with their target customer through our ever changing virtual world.