In this evolving world of new technologies and
ever-changing digital marketing tactics, businesses always seek innovative ways
to connect to their customers. As the options have increased in the market, it
is of prime importance for the brands to stay updated and always bring
something new to the plate so that the customers don’t lose interest in them.
One such tool is the introduction of AI by Meta (formerly Facebook) to enhance
brand engagement through direct messages (DMs).
People are always hooked to social media; thus
brands also need to keep up with their social media games and engage and
connect with customers and potential customers, as it serves as a great option.
Direct communication with their customers can be done through DM from both
Instagram and Facebook, but answering all those queries manually is extremely
time-consuming.
Also the customers wish to receive quick replies
which make them think that they are being heard and the brand cares for them to
keep up with this pace isn’t really easy.
But this new introduction of AI by Meta to
engage with the customers is of great help. It can completely change any
brand's fate if they are prompt and quick enough to grasp the benefit this
advantage.
Meta's AI DM Helpers: How Bots Can Boost Your Business
1. Automated
response system
Meta’s AI-powered automated response system
helps brands to provide instant replies to customer inquiries. In this way, the
customers receive immediate attention, and they feel heard and prioritised. The
best part is, it is not just restricted to the regular business hours. This
helps to create a better relationship between the brands and the customers.
Let’s understand how this works
Every brand creates a customisable template
consisting of answers for the most Frequently Asked Questions (FAQs). The AI is
programmed in such a way that it sends pre-written responses to these common
questions.
For example, if a customer asks about store
hours, the AI can instantly reply with the information.
With the use of this automated response system,
the interaction for answering basic queries for the customers is made a lot
easier. It also helps to reduce the workload on manual way of answering every
query, allowing them to focus on more complex issues and saving a lot of time.
2. Chatbots
for E-commerce
Chatbots are just like that assistance you get
in a store but here AI is your assistant rather than a human. Customers can
shop without leaving the messaging platform that they find convenient.
The constant updates on
their orders are like the cherry on the top of a cake. Now every brand has its
social media pages where one can talk through direct messages for any
information regarding offers, discounts, order-related queries, refunds, returns
and so much more. It helps the customer's journey to purchase anything from the
e-commerce site much easier. Imagine having a friendly stylist by your side. The chat feature helps
customers browse new arrivals, ask questions about products, and get personalised
recommendations – all in a fun and interactive way!
For example: Trending e-commerce sites like
Myntra, Lenskart, and many other shopping sites have a chatbot in their app
that helps customers pick a style and suggest different trends and products. In
a way, it is like that friend who helps to shop better and makes the process a
lot easier.
3. Proactive
Messaging
These are the messages that influence potential
customers to turn into an actual customer. Proactive messaging allows brands to
initiate conversations with customers based on triggers set by AI, such as
abandoned carts or product recommendations. AI identifies specific triggers,
like a customer abandoning their cart, and sends a pre-set message to re-engage
them. This led to the customers purchasing and brand engagement is enhanced.
These timely reminders make the customers more
interested and with the little attention span that people have in today’s
world, it is a great way to keep a check on the customers.
For example, many e-commerce sites like
Flipkart, Amazon, and Nykaa send their registered customers or potential
customers proactive messages regarding empty carts, quirky statements, offers,
and discounts.
4. Language
isn’t a Barrier
Many customers face difficulties with language
but with this innovation, Meta’s AI offers real-time language translation,
breaking down language barriers between brands and customers.
Messages are automatically translated into the
customer’s preferred language making it easily understandable for the customers
and improving the quality of the communication among them. This feature also
creates an empathetic connection between the brands and the customers making
them feel a sense of belongingness.
The best part about this is brands can engage
with a diverse, global audience without language limitations.
For example:
In India, many brands are now jumping on the bandwagon of offering customer
service through direct messages, not just in English but also in regional
languages like Bengali, Hindi, Marathi, Telugu, and more.
5. Feedback
and Improvement
Meta’s AI continuously learns from customer
interactions, improving over time to provide better service and understand the
customer’s needs and requirements better.
The AI uses machine learning algorithms to learn
from past interactions and improve future responses. The customers get a free
platform to give their honest opinions and feedback, which helps the brand to
improve for the better.
Ending Note
The list of the features can go on; this
innovation becomes a great path for brands that are always looking for new ways
to connect with their customers. These AI features are designed to make
communication between brands and customers more efficient, personalised, and
impactful.
These tools not only boost customer satisfaction
but also improve the overall image of the brand, allowing brands to focus on
creating value and building relationships. As digital communication continues
to get better with every passing day, taking help of these AI options can give
brands a competitive edge in the dynamic world of social media marketing and
make them stand out among all others.