Bots on Facebook Messenger platform can be very useful for Business. With bots business can interact with users, instant reply to them, auto reply to them, share info., send contact details, get user issues and address issues.
Business can handle customer care queries with the help of bots. Users can raise an issue on a bot and initially bot can try to help. If the issue is complex and bot is not able to help then manual help can be given. Bots can automatically create tickets based on issues, tell users about the current status and progress. These bots can be linked to ticketing system. As users would be connected to Messenger apps most of the time, or are online they would get notification immediately once there is an update to their tickets.
What is Required?
- Business
- User(s)
- Customer Care Staff
- FB Page
- FB App
- Bot
- Ticketing System
Bot can be linked to ticketing system. User can contact with bot about contact info, address, about, faqs, products and more. Issue can be raised by sending /issue content. Bot can start a conversation like asking about category, then sub category, product name, date of purchase, billing address, invoice number, registered phone number, email address etc. This bot can store and find matching products and invoices. In this way bots can register a complaint which can be taken care by ticketing system/complaint system. After certain action by business is taken on complaint/issue, user can be send with a notification message on current status.
Users can also check status by sending: /status, /open, /issues keywords.