How do I set up a messenger chatbot?

Alexander Wijninga

Alexander Wijninga

| 3 min

Instant Messaging is the most preferred form of communication today: sending private messages to one another quickly and easily. Many brands are taking on social media DM’s and texts to stay in touch with their customers. But what if you could use a chatbot for these channels? That makes it even easier for customers to contact and communicate with your business. This article explains what a messenger chatbot is and how best to use one.

What is a messenger chatbot?

The term ‘messenger’ means any type of Instant Messaging (IM) platform. An Instant Messaging platform is a place where you can directly send a private message to an individual. Instant Messaging is different from email because of the speed with which the conversation takes place. People who use Instant Messaging expect a response immediately, while email responses are perfectly acceptable two days after the original email was received. Examples of Instant Messaging platforms include WhatsApp, Facebook Messenger, Twitter, Telegram, Snapchat and iMessage.

A messenger chatbot is a chatbot that you can use on these Instant Messaging channels. A customer can use an IM channel to get in touch with a business, and the chatbot can independently answer these IMs. By automating customer contact with a chatbot, you don’t need to keep your eyes on your notifications, and customers instantly have the answers they need.

The advantages of a messenger chatbot

Be available where your customers already are

If you don’t know - now you know. Instant Messaging is incredibly popular. Every different channel has a slightly different user base and different features. Among them, WhatsApp is one of the most actively used channels. According to recent research, over 9.3 million Dutch people use WhatsApp every single day to communicate with family and friends. Make it easy for customers to communicate with your business with a  WhatsApp chatbot. You’re right where your customers are, and available 24/7!

A chatbot is available 24/7

When you use a messenger chatbot, that means you can be available 24/7/365 on all the IM channels. Nights. Weekends. A chatbot can simultaneously handle all incoming inquiries and never takes a vacation. Customers can contact your business when it’s most convenient for them, even if that’s at midnight long after your office has closed.

Leverage the usability of the IM platform

The most popular Instant Messaging channels like Facebook Messenger and WhatsApp already have incredibly user-friendly interfaces. You don’t need to reinvent the wheel! You can leverage their usability for your own benefit. Customers can start a conversation with your business in a single click. When you use a messenger chatbot on these platforms, your interaction with the customer is benefitting from their familiarity with the platform.

Example: a Facebook Messenger chatbot

One of our clients, Droginet, is using a Facebook Messenger chatbot for a number of online drugstores. Customers can easily send a message from the company’s page. When a customer starts a chat on Facebook Messenger, the chatbot is activated immediately. The chatbot can independently answer questions at any time of day. This can be any type of question, from questions about products, to questions about ordering and delivery..

Want to make your own messenger chatbot?

Want to see how companies are using chatbots to improve customer service? Curious how this might work for your business? Plan a one-on-one demo with a colleague from the Watermelon team!

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