Digital customer service

Chatbot for Messenger

Building a chatbot for messenger isn't just for the big guys, but customers need to be able to find it 

In 2016, Facebook announced that it would allow chatbots on its popular Messenger app and simultaneously introduced a platform for developers to make chatbots for Messenger. The concept really took off and now there are over 300,000 chatbots for Messenger. Brands use them for a broad range of functions ranging from providing travel tips to sharing top news stories to serving as first-tier customer service. Customer support chatbots can answer simple questions, schedule appointments, collect information, place orders, and more.  

The proliferation of chatbots has created an industry of chatbot builders that specialize in helping organizations create chatbots for Messenger and other platforms like company websites. Using these builder tools, businesses can select from pre-built chatbots or create their own chatbot for Messenger using drag and drop design features. These chatbots typically have very simple capabilities but can at least answer questions and collect information. Easy, DIY creation and low costs have made chatbots very accessible to even small businesses.

But just because you create a chatbot for Messenger doesn't mean your customers will use it. This isn't a widely adopted capability yet, so that means you have to point it out to people. Here are some ways to direct your customers to your chatbot for Messenger:

Put a link to your chatbot on your email messages.

Order status emails are a great place to include a link to your Messenger chatbot. And include it in your call to action within your marketing emails.

Create ads that click to Messenger.

If you advertise on Facebook or Instagram you can direct clicks to your Messenger bot so prospects can chat about your company and your products.

Leverage your website.
When you implement a chatbot for Messenger, add a Messenger button in the "Contact Us" section of your website that will link customers to your bot. 
Use customer matching.
Using customer phone numbers from your own database, you can find your customers on Facebook and proactively reach out to them on Messenger, but only if you already have permission to contact them.
When you build a chatbot for Messenger don't forget to integrate it with your contact center software

NICE inContact CXone is leading a new era of Smart Digital Conversations by eliminating traditional barriers to exceptional omnichannel customer experiences with new innovations across your contact center operations. CXone seamlessly integrates with Messenger bots to enable capabilities like escalating contacts to a live agent. Find out more about how NICE inContact can help you meet your digital support goals.

Any digital channel

Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.

  • Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
  • Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
  • Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
CXone digital channels
Empowered agents

CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.

  • Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
  • Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
  • Customer Card: full customer context, journey and conversation history, plus sentiment.
Holistic management

With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.