Messaging Automations Versus Chatbots
Discover the benefits of messaging automation versus chatbots. What are messaging automations, how do they compare to chatbots, and why are they essential for customer communication in 2021.
Discover the benefits of messaging automation versus chatbots. What are messaging automations, how do they compare to chatbots, and why are they essential for customer communication in 2021.
As messaging has gained popularity, chatbots have become trendy and ubiquitous. For instance, many companies employed bots on platforms like Facebook to streamline customer support, but more often than not they create more problems than they solve.
If you’ve ever interacted with a Facebook Messenger bot, then scenarios like these might look familiar:
It’s clear that something is amiss in the conversation―that something being the chatbot. For customers, these types of interactions are annoying. For businesses, they should underscore one important truth. Bots pretending to be human do not help you, nor do they help your customers. Automations, however, can greatly improve the experience of your customers.
The benefits that automations pose are immense. They result in cost and time savings, as they automatically answer FAQs and simple requests. With Airy’s Messaging Automations, customers can easily get information they are looking for via touchpoints they select. In the event that the automation needs help, the conversation is seamlessly redirected to a human. This prevents frustration that arises from trying to hold a conversation with a non-human interlocutor.
In addition to helping customers get the information they need, automations deliver personalized content. If you choose to put a Messenger newsletter automation in place, your contacts will have the option of signing up for your business’ newsletter. This acts as an opt-in that’s similar to signing up for an email newsletter.
Your business will then have permission to share marketing materials via Messenger― from coupons to notifications about sales, events, and more. It’s possible to customize Messenger newsletters based on your contacts’ Facebook data, which means that whatever you choose to share with them will be more engaging and relevant.
Here are three popular examples of automations.
Airy’s Messaging Automations typically answer frequently asked questions. Users, therefore, can easily navigate a simple menu to do things like access opening hours, get store locations, or schedule appointments without human assistance.
As soon as a human is needed, an agent can simply take over, just like in the example below. Indeed, our Messaging Automations help businesses of all types save valuable time and money, while simultaneously providing an overall better customer experience.
Airy offers fully customizable Messaging Subscriptions that function similarly to email newsletters, however, perform, on average, four times as well. Your contacts can easily opt-in to receive such subscriptions and you can segment them when creating campaigns based on their Facebook data.
Interested in seeing just how effective Messaging Subscriptions can be when put into action? Then check out our case study on how ZooRoyal used Messenger Marketing to drive 39 to 1 return-on-ad-spend.
Airy makes it easy to solicit valuable feedback from customers through our Customer Feedback Template. Customers can indicate how satisfied they are with your business by choosing one of three options: a happy emoji, a neutral emoji, or a sad emoji.
If a happy emoji is selected, you can also ask the customer to leave a positive review on Facebook. In the event that they’re dissatisfied, you can ask for further feedback to help resolve the situation. This improves NPS scores and helps prevent low ratings on your Facebook page. Additionally, positive feedback can be funnelled through your sales team to help up-sell and increase conversion rates.
In conclusion, messaging automations can help your business further develop its own voice. If you’d like to find out more about messaging automations, schedule a free demo with our team.