Facebook chatbot examples: which companies use them?
Posted: Thu Dec 05, 2024 5:26 am
Did you know that Facebook Messenger is in the top 3 most used messaging apps in 2022?
A CX study by Zendesk showed that consumers want to contact companies through channels they use with their family and friends. In this sense, implementing digital tools, such as chatbots, is necessary if you want to offer the service that consumers are looking for.
Not sure about the benefits? We'll show you examples of Facebook chatbots from companies that use them successfully. And we'll also tell you:
Facebook chatbots are messaging tools that use artificial intelligence to program immediate responses on that social network. The chatbot maintains conversations with list of uruguay consumer email customers and helps them resolve simple queries on their own, without the need for an agent.
However, to implement an exemplary Facebook chatbot, keep in mind that the latest CX study conducted by Zendesk showed that 60% of customers find chatbot experiences frustrating if :
They don't get the right answers;
They should repeat information if they need to speak to a customer service representative after interacting with the bot;
They have to answer too many questions before the bot recognizes that it needs to transfer them to an agent;
They cannot choose between an agent or a bot to answer queries.
Successful Facebook chatbot examples include a solution for all of these cases. A chatbot that does its job should be set up to be helpful to your customers, help them resolve their query quickly, and know when an agent's intervention is needed.
Remember that the Facebook chatbot must be integrated into your customer service, so that your agents are aware of the situation when they need to intervene.
Support your team with these 16 customer service tips for exceptional service.
Example of companies that use chatbots: MONI
One of the best-known examples of a Facebook chatbot in Latin America is MONI , a virtual wallet platform from Argentina that offers financial services.
When consulting on Facebook Messenger, the chatbot responds immediately and provides specific information about the services based on the query made. When it cannot provide an answer, it offers to communicate with an agent, speeding up the query and preventing the customer from becoming frustrated and deciding to leave the site.
Examples of bots on social networks: bet on success with Zendesk
As you can see, the best Facebook chatbot examples aim to improve the customer experience with the company's social media chat. Thus, a social media bot must meet your customers' needs when making a query.
We show you 2 success stories of companies that sought to optimize their customer service with the Zendesk bot, and they succeeded!
Smiles
One of the best examples of a chatbot for Facebook is from the company Smiles. This company focused on optimizing customer service and improved retention in the post-sale period . Among the packages it uses, the Facebook Messenger bot was one of the first to be implemented. Thus, from the first quarter onwards, they experienced the benefits of an answer bot that helps agents solve 79% of queries with self-service alone.
Additionally, they reduced first response time on Facebook to 20 minutes and increased attention span by 10 times using Facebook Messaging.
Learn details about Smiles' success story and how an omnichannel vision can increase customer retention.
Saretec
Consulting firm Saretec implements Zendesk customer service tools across 4 departments. Saretec uses Zendesk which includes the integration of a chatbot through the Zendesk API that automatically answers customer queries. Including the chatbot on their social media is the next step after obtaining excellent results:
A CX study by Zendesk showed that consumers want to contact companies through channels they use with their family and friends. In this sense, implementing digital tools, such as chatbots, is necessary if you want to offer the service that consumers are looking for.
Not sure about the benefits? We'll show you examples of Facebook chatbots from companies that use them successfully. And we'll also tell you:
Facebook chatbots are messaging tools that use artificial intelligence to program immediate responses on that social network. The chatbot maintains conversations with list of uruguay consumer email customers and helps them resolve simple queries on their own, without the need for an agent.
However, to implement an exemplary Facebook chatbot, keep in mind that the latest CX study conducted by Zendesk showed that 60% of customers find chatbot experiences frustrating if :
They don't get the right answers;
They should repeat information if they need to speak to a customer service representative after interacting with the bot;
They have to answer too many questions before the bot recognizes that it needs to transfer them to an agent;
They cannot choose between an agent or a bot to answer queries.
Successful Facebook chatbot examples include a solution for all of these cases. A chatbot that does its job should be set up to be helpful to your customers, help them resolve their query quickly, and know when an agent's intervention is needed.
Remember that the Facebook chatbot must be integrated into your customer service, so that your agents are aware of the situation when they need to intervene.
Support your team with these 16 customer service tips for exceptional service.
Example of companies that use chatbots: MONI
One of the best-known examples of a Facebook chatbot in Latin America is MONI , a virtual wallet platform from Argentina that offers financial services.
When consulting on Facebook Messenger, the chatbot responds immediately and provides specific information about the services based on the query made. When it cannot provide an answer, it offers to communicate with an agent, speeding up the query and preventing the customer from becoming frustrated and deciding to leave the site.
Examples of bots on social networks: bet on success with Zendesk
As you can see, the best Facebook chatbot examples aim to improve the customer experience with the company's social media chat. Thus, a social media bot must meet your customers' needs when making a query.
We show you 2 success stories of companies that sought to optimize their customer service with the Zendesk bot, and they succeeded!
Smiles
One of the best examples of a chatbot for Facebook is from the company Smiles. This company focused on optimizing customer service and improved retention in the post-sale period . Among the packages it uses, the Facebook Messenger bot was one of the first to be implemented. Thus, from the first quarter onwards, they experienced the benefits of an answer bot that helps agents solve 79% of queries with self-service alone.
Additionally, they reduced first response time on Facebook to 20 minutes and increased attention span by 10 times using Facebook Messaging.
Learn details about Smiles' success story and how an omnichannel vision can increase customer retention.
Saretec
Consulting firm Saretec implements Zendesk customer service tools across 4 departments. Saretec uses Zendesk which includes the integration of a chatbot through the Zendesk API that automatically answers customer queries. Including the chatbot on their social media is the next step after obtaining excellent results: