Virtually all customer interaction today occurs on the phone, which is not the most effective way for brands to interact with customers or the customer’s preferred mode of communication. Waiting times on the phone can be frustrating, email can be spammed, and the consistency of person to person communication cannot be guaranteed. As an alternative, an increasing number of brands are embracing chatbots via Facebook Messenger to enhance the client’s experience in a way that is beneficial to both the companies and their customers.

The Messenger platform on Facebook was launched in 2016, with a good idea of what the technology could do for companies. Product manager at Facebook Kemal El Moujahid said the team was amazed by the creativity employed by brands worldwide in using the chatbot function. Rather than relying on conventional methods like mass communication and blanket sales offers, facebook chatbots provide personalised real-time communication that can meet their needs without the customers leaving their location. Organizations can easily modify the needs of the bot to display their products and message and reach out to customers in a useful and accessible way.

Facebook has other competitors in the chatbot market, their competitive advantage is based on Messenger’s 900 million user reach, advertisers healthy developer ecosystem and its extensive connections with built over the years, Facebook basically provide some of the best platforms on which to run them. Majority of businesses focus on companies with a massive number of customers, and it doesn’t get any bigger than Facebook.

The chatbot platform is no charity, and it intends to make profit at some point. Facebook plans to this by letting businesses send “Sponsored Messages” ads to people who’ve previously and willingly started a conversation with a business. Advertisers can also buy “Click To Message” News feed ads that initiate a conversation with their bot. Facebook chatbots have rapidly become one of the most significant things in tech. They unlock the ability to provide interactive, personalised communication similar to talking to a human sales report customer service, but on a scale that is much cheaper than call centres.

If bots on Facebook Messenger and other chatbot platforms succeed, they could redefine how businesses sell services and products. Instead of wandering around an app to understand how it works, facebook chatbot could simply inquire about your criteria and show related products to buy. Instead of sifting through loads of content on a news site, a chatbot could learn your interests and deliver personal digests and suggestions.

Through the Messenger Platform’s new Send/Receive API, chatbots can respond with structured messages that include images, links and call to action buttons. These could let users make a restaurant reservation, review an e-commerce order and more. You can swipe through product carousels and pop out to the web to pay for a purchase.

By leveraging on Facebook chat bots, organisations now have a more knowledgeable support team with each social interaction and a decrease in customer effort leading toa superior customer experience.