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INTRODUCTION

Building and maintaining a strong online presence is a key ingredient to succeeding in business.

One of the key ingredients to achieving success, is to provide top-notch, responsive customer service to buyers 24 hours a day.

You are probably wondering, how am I going to do this???

I am sure you are thinking, a quality Customer Service Agent that's available 24/7 can be expensive!

But there is a way to provide an enhanced level of service on a budget.

Let me introduce you to a Chatbot.

What is a Chatbot you ask?

A Chatbot is an automated messaging software that uses Artificial Intelligence (AI) to simulate human conversations on your company’s behalf. Chatbots allow businesses to connect with customers in a personal manner without the expense of human representatives. This program can be easily integrated within Facebook Messenger.

1.3 billion people use Facebook Messenger every month, so integrating a Chatbot within Facebook can take your business to the next level.

The automated Chatbot will interact with your customers 24/7 answering questions and even selling for you!

Even while you are sleeping!

Excited yet?

Have a look at the following statistics from credible sources on what you can anticipate from the Chatbot industry:

Chatbot market size is forecasted to increase from $2.6 billion in 2019 to $9.4 billion by 2024 according to BusinessInsider.

Currently, there are over 300,000 Facebook Messenger Chatbots based on Venture Beat's findings. Based on a survey conducted by Oracle, more than 50% of customers expect a business to be open 24 hours a day. According to research by Invespro, Chatbots can save businesses up to 30% in customer service overhead costs.

Here is the full article by Revechat on the Top 12 Chatbots Trends and Statistics to Follow in 2020:

https://www.revechat.com/blog/chatbots-trends-stats/

Who is using Chatbots?

There are so many businesses that are already using Chatbots to help them take their business to the next level.

The following examples will provide you with ideas on how to set up your own Chatbot.

Focus on the ones that are the most effective for you and consider how a comparable one, would work well for your business needs.

A few examples:

Domino's and Taco Belluse Chatbots to coordinate the delivery and logistics of parcels. Starbucksuses one when you are placing an order. Lyftuses one for ride requests. Fandango'sChabot lets you find theatres near you and allows you to watch the latest movie trailers. Spotify'sChatbot makes sharing, searching, and listening to music easy.

In this book, I will provide you with the information to create an interactive Facebook messaging Chatbot. You will learn how to build one using a bot building service. Topics such as what features to include, and ultimately what it should look like.

Ready? Let's jump in….

The days of Customer Service being restricted to limited business hours will no longer apply.

We live in an impatient world where customers expect a quality and interactive response immediately.

We now live in a world where most shopping is done online with no time restrictions.

This is exactly why using an automated Chatbot makes complete sense for your business. To respond when you cannot or are not available.

Many customers will make their buying decisions based on who responds the fastest and saves them the most time.

Chatbots will be able to provide instant after regular business hours.

It will also eliminate the need to employ a costly live Customer Service agent, after regular business hours.

But, despite the convenience of using a Chatbot, you do not want to overload your customer with so much detail, that they lose interest in your product or service.

The list below outlines 11 tips and tricks on how to incorporate a Chatbot into your online business.

Tip #1: Incorporate Customer FAQ's

Consider sending a broadcast e-mail or hosting a Facebook Live session, to understand what questions or concerns arise. You can discuss your product or services during this time or perhaps utilize this session to interact and get to know your audience.

Focus on the questions that pop up the most or cause the most confusion.

For example:

Do you offer free shipping? What are your returns or exchange policy? When do you offer promotions or sales? etc.

Including these FAQ's when you develop your Facebook messenger Chatbot, will allow you to easily interact with your clients within the platform.

A Chatbot can provide current and potential customers more information about your company or product with the added benefit of creating a personal shopping experience.

When asking a question using a Chatbot, customers want a human experience and using only yes' or 'no’ answers can be cold and lack connection. Even though most shoppers understand they are communicating with a Chatbot, they

still want a human touch during their shopping experience.

For more ideas on how to customize your Chatbot for your own company, have a look at this post by Murray Newlands

Entrepreneur, business advisor, and online-marketing professional. He provides some fantastic suggestions and techniques to keep your consumers engaged.

https://www.entrepreneur.com/article/294418

Tip #2: Automate Your Greeting

Creating a warm and welcoming automated greeting is an important part of deg your chatbot experience.

If there is a potential shopper on your Facebook page and they opt to connect to your Chatbot, this is the perfect opportunity to connect. Verbiage that includes a standard 'Hello' or ‘Hi’ is not personable or unique because…

Shoppers want to be wowed!

With all the competition out there, your responses need to stand out. Be creative with your greeting and refrain from stating something generic.

Responding with, "Are you having a good day?" or "Can we interest you in [insert product]?" will result in a negative comment or the prospective client bailing.

Your responses should encourage the customer to have an engaging conversation with your Chatbot.

Keep in mind that when you are in a sales environment, it's crucial to ask openended questions that doesn't encourage or allow for a "yes" or "no" response.

This tip will motivate the customer to have an interesting and engaged discussion with your Chatbot.

Here’s an article providing 399 open-ended questions for you to explore:

https://personaldevelopfit.com/examples-of-open-ended-questions/

While the customer is engaging with your Chatbot, provide numerous response options. (For example, multiple choice) This will narrow things down to specific questions or concerns customized to their requirements.

An easy "I'm interested in your [insert product], however, the cost is a little too expensive for me," can result in a sale of something else you provide or a discount rate if they purchase it with another item.

The prospective buyer must have a positive experience. So, don't be pushy! Allow them to leave the Chatbot at any time.

Here is a great resource on automating your customer service:

https://cutt.ly/sjoWZsP

You can also take a look at Marketing360.com. You will find lots of credible and innovative ways to leverage your Chatbot as part of your business.

Tip # 3: Casual Conversation, Shop Button, Or Both?

When doing your own personal online shopping, you may have noticed a ‘Shop’ button when visiting Facebook's business page. When this button is clicked, it will take you to the eCommerce shop.

But customers do not need to engage with a Chatbot to select that button. So, should you bother incorporating one into your Chatbot?

Having a ‘shop’ button is a good idea, however, the intent should be to encourage consumers to connect with your Chatbot, instead of simply selecting that button.

The reason is because communicating with a Chatbot will increase the possibility of an upsell.

Simply selecting the ‘shop’ button will likely lead to the consumer purchasing only what they were initially searching for, and not what your Chatbot recommends based on the learnings from their discussion.

It is important to note that encouraging casual discussions will likely lead to more sales. The more your Chatbot talks, the more comfortable your customer will feel.

When customers are feeling comfortable with the shopping experience, the chances of making a sale based on your Chatbot's recommendation will increase substantially.

But this should not prevent you from having a ‘Shop’ button as part of the shopping experience.

At some point during the exchange between your Chatbot and the customer, they will most likely be interested in purchasing one of your products.

Your Chatbot can be set to link to your items, or you can have an easy 'shop' button within the Chatbot.

Even better, you can have both!

This provides the shopper with a choice to continue the chat, or to leave the Chatbot and store when they are ready.

Customers are more likely to spend money when you provide 24/7, welcoming and engaging customer . Always keep your discussions friendly and make your Chatbot readily available as frequently as possible.

Tip #4: Finding Your Target Audience

If you are reading this book, odds are in your favor that your audience is using the Facebook platform. However, before you begin building a Chatbot, I recommend for you to do some hands-on research.

The first thing you want to find out is:

How much time are your customers' spending on Facebook? How often are they using Facebook Messenger? Would you prefer chatting with a Chatbot and getting immediate attention?

One possibility is sending an email to the shoppers on your mailing list with the above questions. Share your intention of enhancing your customer and their insights or would be invaluable.

However, I highly recommend sending your questions via Facebook Messenger.

Studies confirm that customers will read a company message, when it comes from Facebook Messenger vs. an email.

I would also suggest providing an incentive to your customers for encouragement purposes.

Keep in mind that they are taking their precious time to provide you this information. So, giving them an incentive will boost chances of the survey completion.

(For example, 20% off one of your products or services).

If the data you have collected is favorable (For example, they are already using Facebook Messenger), you will learn that shoppers will benefit from a Chatbot and you can proceed with building your own Chatbot.

When building a Chatbot to:

Provide minimal and essential words for your Chatbot text. s will not appreciate reading long or wordy blocks of text Be friendly in your correspondence. Engage with a casual/informal and conversational tone. Leave at least three seconds between messages (No one wants to be rushed)

Finally, give them the option to exit or unsubscribe from the Chatbot anytime during the conversation.

Tip #5: Promote Your Chatbot

It's not enough to build a Chatbot on Facebook Messenger. Strategically promoting the tool is important so your customers know one is available. The best way is to promote it on Facebook and across multiple social media platforms.

Facebook ments and other online forums can help grab your customers attention and let them know you have an interactive Chatbot in your ad. This is a great way to engage your customers.

An example would be if you're business sells shoes; you can create a Facebook ad that will appear on pages related to shopping. Prospective buyers will notice your ad with the Chatbot, go to your page, and start to engage with your Chatbot.

For example, “20% OFF name brand shoes! Click here for instant client with our friendly Chatbot!”

In the traditional customer service agent space, customers complain about having to wait on hold for a representative to answer their questions. As a result, business is lost due to poor response time.

Using a Chatbot will set yourself apart from your competition because responses are instant and interactive. When potential customers connect with a business, that utilizes a Chatbot, engagement can begin instantaneously, and a reply can be received in just a few seconds!

Promoting your Chatbot is just as important as promoting your products and services.

If you your Chatbot strategically, it has the potential to boost business revenue!

The following are some of the top proven options to create your Chatbot

1.Fiverr: (Most cost-effective option)

https://cutt.ly/FjoWNwi

2. Mobile Monkey

https://app.mobilemonkey.com/?ref=vXpEMQ

3. Streamchat:

https://getstream.io/chat/

4. Chatfuel:

https://chatfuel.com/

Tip #6: Educate Customers: Purpose of your Chatbot

Now that your clients know you have a Chatbot, educating them on how it works is important.

Inform them about your Chatbot features/capabilities and what it can do for them.

How you decide to customize and build your Chatbot is completely up to you.

For example:

Is it there just to answer FAQ questions? Is it there to just suggest products? Is it there to only advise of promotions? Is it there just to get comments and ? Is it there to sell and upsell? Is it there to follow up? Do you want it to do everything above, from start to finish?

Customers need to know this upfront, so they can see the value in engaging with

the chatbot.

Do not forget to mention the availability of your Chatbot. AI has a lot of benefits although, human is still required at times as a back-up.

It's important to set expectations upfront and communicate customer availability, in the event there is a glitch. The key here is to set the expectations upfront!

For example: "Our Chatbot is reliable and its purpose is to make your life and shopping experience more seamless. Having said that, as we are dealing with technology, there's s rare chance something may go wrong (i.e.. A glitch). In the unlikely event that happens, rest assured we will get back to you within 2 hours to address your questions. Thanks for your patience and understanding."

Tip # 7 – Importance of Security

Do you know Chatbots function the same way as cookies? the last time you Googled an item and then saw its ad on social media? Yes? that may be a Chatbot in action!

Chatbots can retain a lot of information about a customer. Therefore, customers need to feel secure about their personal information being safe.

Although it may incur extra costs, it is important to invest in security while creating Chatbot for your business

As Chatbots can everything, from your credit card details to your recent Google searches. You must let them know that their information is secure, so that they feel confident in using it.

The following article by Paul Pinard of Security Zone discusses security measures that you should consider:

https://dzone.com/articles/4-chatbots-security-measures-you-absolutely-need-t

Tip #8: Design Your Chatbot Character

Start by giving your Chatbot a customized name relevant to your business.

For example, if you are in the flower delivery business, come up with a unique name that compliments your business, so your potential customer feels connected.

(i.e., You can name your Chatbot Flora)

The next thing you want to consider is deg a virtual character for your Chatbot. Perhaps something cute like a talking flower with human features.

Who doesn't like to have fun when they're shopping?

Having a fun Chatbot character making witty remarks while shopping will only enhance your customers' experience.

You can even use some funny Gifs and Emojis.

After shopping on your site, they will probably tell all their friends about their fun and easy shopping experience, which will translate to more sales for your business!

One thing you want to be aware of is not everyone shares the same sense of humor. So, keep the ‘funny’ clean and "PG" so that no one gets offended.

The goal here is to make the Chatbot fun, interactive, and relatable.

The better you are at doing this, the more product you're going to sell and the more money you're going to make!

Tip #9: Have your Chatbot interact on Facebook Live

A great way to engage your audience in real-time is by having an interactive Facebook Live session.

This is a fantastic opportunity for your new Chatbot to chat with your potential customers, directly in the comments section.

Impressively personal, the new Chatbot will notice and respond to even the most specific questions asked.

For instance, if your customer were to provide a specific budget, the Chatbot will automatically search and provide them with the best possible products taking their budget into consideration.

The Facebook Live session is an ideal way for new customers, to understand how the Chatbot communicates with them.

For returning customers, they will be amazed by the information the Chatbot retained, from prior interactions.

This will allow for an easy upsell which translates to? You got it! More sales!

Facebook Live sessions are also great to use if you are launching a new product. During your launch, you can showcase your Chatbot, at the same time.

It's also a great way to get to know your customers while educating them on the best way to use your Chabot to enhance their buying experience.

Make sure to give your audience the option to interact directly with your Chabot during this session, so they can see the direct benefits firsthand.

Once they see how personable and interactive your Chatbot is, they will be sold on using it!

Tip #10: Add "Send Message" Button in Your Facebook Ads

"Send Message" is an extremely useful feature in any Facebook Ad, and if your objective is to increase sales and generate instant, targeted leads, then we highly recommend using this feature.

So, what exactly is the "Send Message" feature in a Facebook Ad?

When you add a "Send Message" button in the Facebook Ads, it enables & directs the s to directly connect with your business via Messenger and then start a conversation and a dialogue.

This is how it works:

Step 1: You add the "Send Message" button in the Facebook ment

Step 2: The visitor clicks on this button

Step 3: Your business Messenger opens, and the visitor can initiate a chat. You can assign a bot to automate the process of conversation and give options to the visitor via templates and links.

Why Does ‘Send Message’ Work?

When a visitor comes across your Facebook Ad and then clicks on ‘Send Message’, this means there is interest in a product or service and may need more information.

When the "Send Message" option is not present, the visitor can leave the ment, and scroll down since the does not receive the required platform to clear their queries.

The "Send Message" feature can boost your sales, generate hot leads, and create a positive branding image for your business.

There are several tutorials and guides which can help you to implement the "Send Message" button in your Facebook ads, and it's really easy to implement.

Reference guide:

https://cutt.ly/AjoW2wX

Generating business via Facebook is easy, and the "Send Message" feature makes it even easier. Go for it!

Tip # 11: How much does it cost to build a Chatbot?

The cost to design and build a Chatbot will vary based on its capabilities. It will also vary greatly, based on who builds it.

Fortunately, there are many options available for you.

Pro Tip: I recommend you check out Fiverr:

https://cutt.ly/FjoW9uL

Once you have selected the above link, you will find a variety of cost-effective Chatbot building services options!

To ensure you are finding a quality developer, make sure to look at their reviews.

I also recommend working with a developer that is Level 2, which means they have more experience.

I have personally outsourced many projects on Fiverr and have literally saved thousands of dollars!

QUIZ: True or False

Question 1: A lot of people like chatbots and are willing to interact with them.

True

X False

Question 2: Bots are completely self sufficient; they do not require any human help.

True

X False

Question 3: Bots might make mistakes, but they can’t do any serious harm.

True

X False

Question 4: You can use a chatbot to drive traffic to your website.

True

X False

Question 5: Chatbots make sense from a marketing perspective.

True

X False

Time to Act!

You now have everything you need to build your very own Chatbot.

Here is a quick summary:

Awareness: Promote your Chatbot so your customers know the option is available. Education: Train your shopper on how to use the tool. Design: Create your Chatbot, so that it's unique and asks open-ended questions. Engaging Dialogue: Set responses so that they are friendly, engaging, conversational, and even funny. Option to End Discussion: Include an option for customers to end the conversation at any time. 5 clicks point of sale: Keep the point-of-sale process under 5 clicks. Security: Remind your customers that you're Chatbot is secure. :Let them know that you're available as a back-up in the event of a glitch.

Your customers will benefit by:

Saving time. Faster response times regardless of time of day (24/7).

Receiving an enhanced shopping experience with you.

Direct benefits to You:

Set yourself apart from your competitors. Allows you to focus on other aspects of your business. Availability to 24/7. Identifies potential leads. Customers follow up tool. Saves you time (You no longer need to respond to customer service inquiries). Saves you money (Eliminating the need for an after-hours customer service rep). Makes you money by managing transactions for you (Sell and even upsell for you!).

Have a blast creating your interactive Chatbot and all the best you on your journey to enhance your life!

George Andreas- Founder

Victorypivot.com

Be sure to our Facebook and Instagram page (@VictoryPivot) where we will be posting valuable ideas and useful tips.

WORKSHEET

1.Send a broadcast e-mail to your clients via your email list, via Facebook Messenger (best option) or host a Facebook Live session.

You want to understand what questions or concerns most commonly arise.

You also want to find out how often they are using Facebook Messenger (Be sure to let them know why you’re gathering this info.)

2. Consider a few possible names for your Chatbot that complements your business and a simple design for it.

3. Connect to a chatbot building service to get some perspective of pricing. I would recommend you Fiverr (link on page 15) or option 2- Mobile Monkey. Ask them to also recommend some security options

4. Once you’re Chatbot is built, set up a Facebook live session. to introduce your new Chatbot and discuss how it will benefit them.

5. Consider a short ad to promote your Chatbot service on Facebook

BONUS Resources

BONUS material to review, as you create your Chatbot:

Typical cost for a small business to build a Chatbot:

https://azati.ai/how-much-does-it-cost-to-build-a-chatbot/

Creating A Chatbot:

https://cutt.ly/jjoW8c9

This article covers what a Chatbot creator learned along the way which you may find useful.

Using Facebook Messenger Bots to increase conversions:

https://www.wordstream.com/blog/ws/2018/12/13/facebook-messenger-bots

Facebook For Developers:

https://developers.facebook.com/docs/messenger-platform

QUIZ ANSWERS

Question 1: A lot of people like chatbots and are willing to interact with them.

TRUE.

A chatbot is a computer program that simulates human conversation. They reside on messaging platforms such as Facebook messenger.

Question 2: Bots are completely self sufficient; they do not require any human help.

FALSE.

No chatbot is perfect. There will be times that require human intervention, and/or human follow up.

Question 3: Bots might make mistakes, but they can’t do any serious harm.

FALSE.

Not all bots are designed to be helpful. For example, social bots masquerade as real people on social platforms such as Twitter. They post false or misleading content, hoping others (real humans) will share their posts.

Question 4: You can use a chatbot to drive traffic to your website.

TRUE

The company Wholefoods is a good example. People visit their Facebook page for recipes.

Question 5: Chatbots make sense from a marketing perspective

TRUE

If they are scripted well, bots can mimic a conversation in a tone that reflects your brand identity.

BIO

My Name is George Andreas, Founder of Victorypivot.com

It has been a challenging year. For many of us, it has taken a toll on our emotional, career and/or financial well being.

Having said that …

There are many businesses and entrepreneurs that have been thriving in 2020. They have used the opportunity to continue to grow, invest in professional development and work on their emotional and financial well being, health, happiness, and prosperity.

With the world in lockdown, It’s no surprise that the businesses realizing this success, are operating solely online, or have a strong online presence.

Over the last 20+Years,

I’ve built successful online businesses and worked with some of North America’s most recognized organizations, in a corporate sales and marketing capacity.

I have been blessed to be able to live a meaningful life while strategically building my wealth and investing in my own professional development.

At 41, as I look back, I attribute my success in business, because of my deep understanding of money management. I was fortunate to have mentors and family around to stress the importance of saving, investing, and balancing the books.

I was also confident in myself, and understood the importance of having the right mindset, and not setting limitations, to achieve the success I desired.

When you navigate Victorypivot.com , you’ll see that there are three categories of focus:

Take Control of Your Money (Personal Finance)

Personal Growth (Self development)

Make Money Online

If you are wondering why the focus in on these 3 categories, it’s because they are

all connected.

Bottom line is…

If you can’t manage your finances or if your mindset is not in the right place, it will be a challenge to start and or run a profitable business.

If you have:

*Been Laid off

*Lost your business

*Or stagnant in your current position

If you’re looking to:

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George Andreas- Founder, Victorypivot.com

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