First off, what is a Chatbot? How’s it going to help you sell a book, your course, or improve your business in 2018?
Or you might also be thinking…this isn’t relevant to my business.
Well…it is. Why?
Your Customers Are Using Messaging Apps
Well…according to Hubspot there are over 4 billion users on mobile messaging apps.
There are now more people who use mobile messaging apps then social media.
Chatbots in their simplest form are programmed responses to customer questions using messaging apps like Facebook messenger.
Depending on your business, it’s likely that your audience is on Facebook using mobile messenger.
Are you starting to understand the big picture now regarding how important Chatbots are to your business?
If not, by the end of this article you will…
You’ll also learn about what Chatbots are, why they are important for your business, and a step-by-step process to follow to create your own kick as* Chatbot for Sales and Marketing.
You can even name her, give her a birthday, or a corner office…
This is what we are going to cover:
Origins Of Chatbots
How Chatbots Can Be Used For Your Business
Step-By-Step To Develop Your Own Sales and Marketing Chatbot
Let’s jump in…
Origins Of Chatbots
I’ll admit, and maybe this is you too, that I’m an average technical guy.
Maybe that’s an understatement, I’m a little more advanced then the average user.
However, I’m not a developer, or I don’t follow every technology trend from day-to-day.
Although, I’m just the age, 36, that I’m right on the cusp of being young enough that I’m considered a millennial, which means I’m up on technology…supposedly.
However, I’m still old enough to embrace the cultural sentiments of Generation-X, like Teddy Ruxpin.
Do You Know Who Teddy Ruxpin Is?
If you are saying who the F*uck is Teddy?
You might be younger then me.
If you are younger then me or older you may not have heard of Chatbots but you’ve most definitely heard of Artificial Intelligence, or AI.
Maybe you’ve seen the recent news about Sophia, one of the more life-like, and outright creepy AI robots below:
If you need further, detailed references for the origins of AI, look no further then “Arnie” that’s Arnold Schwarzenegger for anyone under 30…he played in a well-known film called The Terminator…
A film portraying AI as a machine gun totting muscle head that’s a half human/robot cyborg that travels through time to protect humanity from extinction from other evil AI robots.
Chatbots are AI but they are a little more helpful, and subtle, then killer, or hero cyborgs from the future.
This portrayal of AI from the Terminator movies may be a bit far fetched.
So where did Chatbots come from, and what are they?
Let’s go back to the 80’s when companies like Apple, Microsoft, and others presented computer users with the graphical user interface as a way to better communicate with users.
These companies knew they had to build an interface to bridge the gap between consumer and technology, this was the beginning.
Now, fast forward to early 2016…
This is when we started seeing Chatbots, specifically on platforms like Facebook where businesses could use these Chatbots for real-time messaging with customers.
This provided businesses the ability to answer frequently asked questions by customers, or even engage in a problem solving conversation on Facebook, or your website through programmed responses through a Chatbot.
This type of interaction for customers with Chatbots is now known as the Conversational Interface, much like the graphical interface, it’s bridging the gap with consumers and technology even further.
This conversational interface is important According to Hubspot because…
“48% of consumers would rather connect with a company via live chat than any other means of contact. (HubSpot, 2017)”
Messaging Is Key To Customer Service
So, now that machines are starting to think, they can handle more of the mundane tasks in customer service, sales, and marketing.
Specifically, online messaging.
However, not every Chatbot is AI, some are simply programmed responses to common customer enquirers.
The statistics are pretty clear on the reason why Chatbots are working well.
According to Hubspot research there are over 4 billion people who are using mobile messaging apps. This is more then the amount of people who are using social media.
Therefore, leveraging Chatbot automation to answer commonly asked questions about your products, or services, or guiding someone to a sales page is a no-brainer.
How Chatbots Can Be Used For Your Business
How are they being used currently?
Communicate With Website Visitors
If you have a small sales team…or it’s just you selling your book, or course, or services.
Think about it…what’s your biggest challenge?
You can’t answer questions about your services 24 hours a day.
You don’t want to leave your customer hanging with a delayed response, you want lighting quick responses because that’s what your competitors are doing.
A company that’s created a basic Chatbot that can automate customer inquires on your website is Livechat.
I’m going to provide a step-by-step process that you can follow to develop your own Chatbot for your website using Livechat by the end of this article, so keep reading.
Communicate With Prospects on Social Media
According to Hubspot in 2017 37% of consumers would rather buy items via a company’s Facebook page than their website.”
Which means Chatbots on Facebook are key.
Messenger apps have surpassed usage over social media, however, the majority of those users are using Facebook messenger.
ChattyPeople provides a free trial that can get you started very easily with creating a bot for Facebook messenger.
I’m going to give you a step-by-step to develop your own social media Chatbot, as well as for your website at the end of the article, so stay tuned.
Send Relevant Notifications
When a prospect signs up to your email list, or they express interest in your products or services, these days the default seems to be that we as marketers send them specials, promotions, or whatever we deem as relevant.
I’ve worked with clients walking around with email lists of 20,000 people like it’s a badge of honor.
They’ve had people on that list for 6 years, and they still send them the same messaging.
What’s wrong with this?
First-off, our lives change.
Our interests, jobs, where we live, our marital status, etc. they change.
Believe it or not, the people on your email list are no different.
An entrepreneur who may have gotten fired from their job may have recently went back to working for someone.
He’s still on your list, he’s still getting emails that are focused around him being an entrepreneur.
How would the email messages that we send this guy change if we could look at the last 10 Facebook timeline updates that he’s posted?
Or the most recent online purchases he’s made, would this change the email we would send him?
Of course it would but don’t just take my word on it.
According to eMarketer…
“81% of online shoppers who receive emails based on previous shopping habits…make a purchase as a result of targeted email.”
Chatbots enable us to bring in recent social data like Facebook timeline updates, or eCommerce data of most recent purchases.
Bringing in this data then allows us to provide more relevant messaging for customer service, or in providing purchasing suggestions.
In other words nurturing your customers through the buyer life-cycle.
Step-By-Step To Develop Your Own Sales and Marketing Chatbot
So…let’s dive into creating a basic Chatbot for both your website and Facebook.
Let’s start with your website:
1. Head over to Livechat, and sign up for a free account.
2. What do you need your Chatbot to do? Let’s click on Sales and Support.
3. Select the design of how the chat is going to look on your website. I clicked the “Modern” design option.
4. Choose a profile photo for your Chatbot. Making your bot more human-like for your customers is not as scary as I first thought. I chose this personality for my bot.
5.Here’s where the magic happens, you can start programming the interaction with customers on your website by starting with a greeting.
Remember to try and keep it conversational.
If a customer where to approach you, what would you say to them in-person?
Try and bring that candid personal touch that you would have in a normal conversation into your bots personality.
You can see the preview of what your conversation will look like on the website on the left hand side.
6. Click “Next Step” now here you want to select an agent, or yourself, or whoever is handling sales, or customer support and enter them in here.
Later on, we can program more responses or FAQ’s, for example, into the Chatbots library of responses and when we do that if a customer asks a question outside of the Chatbots responses then a live person will be notified.
So, enter that person who will be notified in here, hit “Next.”
7. This is where it gets technical…you can email this code to your developer, you have that option here.
If you know code, you can put it right onto your website.
If you are like me, and other smart, efficient marketers you will use a tool like Google Tag Manager where you can do techy things without the coding background.
So just copy the code.
One other thing before I get into placing this code.
This is really where the power of Livechat is because you bring in the social data from people’s Facebook profiles and use it to engage visitors in a more personal way.
Just click “integrations.”
9. When you get to the next page, scroll down that page until you get to Facebook.
10. Click on it, now scroll down and click “Pre-chat survey sections.”
11. This will get people to log in with Facebook, then we can pull information from Facebook into the chat.
Leave this, that’s all you need to do here.
Now when people start a chat on your website they will be promoted to login with Facebook.
12. Now Head over to Google Tag Manager.
13. Select your website.
14. Select “Tags”
15. Select “New”
16. Name the tag “Chatbot” this is where we are going to be putting in the code we copied earlier.
17. Use the “Custom HTML” tag type option.
18. Now paste the code you copied from Livechat into the Custom HTML tag box.
19. Scroll down the page to the Triggering section beneath the Custom HTML tag box and click anywhere, it should take you to a screen where you select a trigger, select “All Pages” as you can see here.
Now scroll up and hit “Save.”
“X” out of the Chatbot tag area back to the main screen, and click “Submit.”
I installed my bot at shaunhibbs.com, and here it is!
This is what it looks like when someone clicks to chat.
Being that mobile messenger apps have surpassed even social media.
Selling through messenger apps has now become more popular with consumers then email.
Let’s walk through how to create a Facebook messenger bot.
1. Head over to ChattyPeople.
2. Scroll down the page and sign up for a free trial:
3. Sign Up with Facebook, once the prompt comes up connect it to your facebook.
4. Now, the listings of all the Facebook business pages that you admin will come up, select the specific business page where you want to have the conversation with your customers, or prospects.
5. When at the main screen click the little bot, then you will see the left sidebar populate with some more options.
6. Click on AI Models and intent. Now, this is where it gets pretty cool, you can now create catered responses based on the questions that customers, or prospects may have.
7. Click one of the default intents on the right side “Hey.” Notice the question is what your customer would enter on Facebook messenger, the response is just beneath. Just fill something in as a response for this intent.
8. Click “Save.”
9. Navigate back to the main screen by clicking by clicking “bot” on the left sidebar.
10. Just check the box here to set your bot live.
11. Open up Facebook and navigate to the business page you connected your bot too. Click “send message” on the page.
As you can see I’ve programmed in “Hey” as the triggered question.
If you need further instructions on how you can utilize some of the advanced features of your ChattyPeople bot, head over here for Chatbot training.
The bot can be programmed to create a whole series of other responses that are customer service, or sales or marketing related like information for product support, purchasing instructions, etc.
What do you need to know about Chatbots?
80% of small business are operated by one person…
So the big question with your online business that you need to ask yourself is this…
How can you offer 24/7 customer, marketing, or sales support?
Why? Your competitors are going to be there so you need to be as well.
You can offer this customer service, sales, and marketing support with a Chatbot.
Follow this step-by-step to develop your own Chatbot for social media, and your website, and remember….
AI may be scary, however, it’s far more subtle, and helpful then the predictions of a robot singularity forming i.e; Skynet from the popular Terminator movie, dropping nukes on us, and taking over humanity.
Chatbots are here to stay and they are friendly.