Golden State Warriors
With less than a month to go before the NBA playoffs, The Golden State Warriors decided to create a Messenger Facebook bot to serve as the ultimate Warriors Playoffs concierge. They built a bot that allowed Warrior fans to communicate directly with the GSW organization and provide the latest 2017 NBA Playoff information on everything Warriors including game scores, highlights, merchandise information, player stats, arena parking and more.
- 4.3M Messages exchanged in the first 2 months
The Wentworth Rat
In an Australian broadcasting first, Foxtel and their media agency Mindshare created a Messenger Facebook Bot for Australia’s award winning and number one television drama, Wentworth. The show follows the inmates and staff of the Wentworth Correctional Center. Their bot, ‘The Wentworth Rat,’ is a virtual inmate locked up behind the famous Wentworth bars who spills secrets to fans on some of the show’s favorite characters and storylines.
- 2.2M total interactions with fans
To promote the sequel of the popular Fifty Shades franchise in Brazilian theaters, Universal Pictures Brazil developed a Facebook bot for Messenger dedicated to selling movie tickets. The brand was able to drive engagement with consumers and significantly boost the intention of buying tickets to watch the movie.
- 9 Point Increase in intent to purchase tickets
Based in Paris, Jam partners with organizations to offer people unique experiences through its Facebook bot for Messenger like attending events, visiting museums, trying new restaurants and more. The latest version of their bot is 100% automated, using their own in house artificial intelligence system to help people find the right activities.
- 75% of users have at least one interaction with the bot per week
For more than 20 years in Brazil, McDonald’s used tray liners as a communication channel to entertain their customers. With the advent of smartphones however, these tray liners were suddenly not so engaging for consumers. McDonald’s created the TrayQuest bot for Messenger and a series of immersive experiences where people were invited to sync the TrayQuest bot with their tray liner and play interactive games for rewards. Over 90% of tray liners were activated, creating a direct marketing channel that brought the conversation back to the table.
- 175k people participated in the first seven days
The Wall Street Journal
The global news organization created a Messenger Facebook Bot that gives people access to the Journal’s daily information digests, breaking news and live markets data. The bot helped WSJ engage a younger audience and introduce its world-class journalism to new readers around the world. 70% of the bot’s monthly active users are also daily users and it acquired 130K of these daily active users in the first 14 months.
- 130k daily active users acquired in the first 14 months
Allianz France created a bot for Messenger to help people get an insurance quote almost instantly and in a convenient way without long phone hold times. It only takes 1.5 minutes to fill out all the
necessary information through their Messenger bot and then 30 seconds to obtain an insurance quote, and it’s available 24/7.
- :30 seconds on average to obtain an insurance quote
Mercedez-Benz Middle East
Mercedes Benz Middle East wanted a fresh, innovative way to generate leads and boost in-store sales, targeting men and women aged 25 to 45 in UAE, Bahrain, Jordan, Lebanon, Kuwait, Qatar, Oman and KSA. By launching a Facebook bot for Messenger, they enabled customers to explore the full range of cars, take a quiz to learn which SUV would best suit their driving habits, and ultimately book a test drive.
- 4% of all conversations lead to a booked test drive
The Meetic Facebook bot for Messenger gives people the opportunity to engage in a conversation with Lara from Meetic, a virtual assistant for dating. Through personalized conversations, Lara facilitates the creation of a Meetic profile and shows the best matches based on search criteria. During the first month of Meetic’s soft launch, thousands of conversations were started between customers and the Meetic bot for Messenger.
- 3x Lower Cost to acquire a lead than through Mobile
Love Your Melon
LYM is an SMB eCommerce apparel brand dedicated to giving a hat to every child battling cancer in America as well as supporting nonprofit organizations who lead the fight against pediatric cancer. In order to facilitate an easier shopping experience, they leveraged Shopify’s Messenger integration to quickly “turn on” Messenger as an additional marketing channel.
- 14x Return on ads spend
American Eagle Outfitters
American Eagle launched the AEO Holiday Gift Guide Bot which prompts users to take a short quiz and then presents them with gift options based on their answers. Participants can then shop their results on the AEO website by clicking a “Shop Now” button. Those engaging with the bot on the desktop are transported to the AEO website while those engaging with the bot via Messenger app can view the AEO website within the app through WebView.
- 93% of users were new to the brand
The leading vodka brand created a bot for Messenger to offer consumers a complimentary drink at a local bar of their choice. They saw a 4.7x lift in sales, a 36% engagement rate with the bot, and campaign performance that exceeded benchmarks by 2x.
- 4.7x Sales lift
The fast-growing Indonesian mobile commerce start-up created a bot for Messenger, called Soraya, that can handle end-to-end transactions. Powered by AI that understands Bahasa slang and regional dialects, Soraya replies almost instantly to frequently asked questions and determines whether to direct people to a customer service team for assistance instead.
- 2.3x conversion to purchase compared to website and app
Elves, the Messenger concierge service for the MENA region, partnered with Tortina, a pastry chain with shops all over Egypt, to create a fun and easy way to order treats during Ramadan. Elves developed a bot inside their Messenger experience that users could order directly from.
- 96% customer satisfaction rates
The Canadian communications and media company integrated Messenger Facebook Bot into its customer support system and built a stronger relationship with their customers. The integrations resulted in a 65% boost in customer satisfaction and a 13% decrease in contact volume overall. 70% of customer support requests on social media come through Messenger.
- 65% boost in customer satisfaction
No customer service representative would like to answer questions 100 times every day. No merchant wants to talk to individuals who're not currently going to buy. And if you are leading a company, you can't afford to let either of the scenarios are the norm.
Chatbots (more affectionately called virtual assistants) provide a way to both these issues. Their capacity will help free your employees up and scale your business's efforts. Whether you utilize chatbots for earnings, customer support, or something else, their intelligence helps to ensure your human resources are only used once they are needed, and that your business communicates with people when possible.
Chatbots are heavy in the artificial intelligence arena but still lack in intuition. Few matters are more infuriating once you require help then being forced to rephrase your question or jump through hoops to speak with an actual individual. Most people prefer to speak with humans, which is OK. Chatbots are all most-suited for highly technical tasks. The most useful chatbots interact with people. In many cases, you'll not even realize that chatbots are speaking with you.
To assist you to determine if there are opportunities for your company to use chatbots, we found 10 case studies of organizations which use them. We are going to demonstrate exactly what they did, how they did it, and where it is possible to see the complete case study.
Check out these 10 case studies on chatbots.
Amtrak: 5 thousand questions answered by chatbots yearly
800% return on investment.
Increased bookings by 25 percent.
Saved $1,000,000 in customer support expenses in a single calendar year.
Over 5,000,000 questions replied each year.
Chatbots with high-level AI provide site visitors with a "self-service" option. Amtrak is your largest organization you'll find within our set of case studies. They have 20,000 employees and function 30 million passengers per year. At the time Chatbots published this case study, Amtrak.com had been getting 375,000 traffic visits everyday.
Utilizing a higher level AI chat platform they generated "Ask Julie" to help people find what they needed without having to call or email customer services.
Travelers can book rail travel simply by saying where and if they'd like to travel. Julie aids them by pre-filling forms on Amtrak's monitoring tool and providing guidance through the remaining portion of the booking process. And, obviously, she's capable of providing advice on which items could be taken on trains or simply helping produce hotel and rental car reservations.
Instead of producing a phone call or waiting for customer care to email them back, more and more individuals are turning toward Julie. In actuality, they reported a 50% increase in Julie's usage this year.
Julie was created to function like Amtrak's most useful customer support representative, and with 5 million replied questions each year, it's difficult to assert she isn't their own best customer service rep.
So in addition to answering more questions and increasing the number of bookings, Julie actually raised the value of bookings. Bookings made through Julie triggered an average of 30% more earnings compared to reservations made through other ways.
Certainly, the self-serve model is currently working for Amtrak. What's interesting about Julie is that in spite of the smiling face, you understand you are speaking with your robot. It doesn't feel as though AI which they're attempting to pass as a true individual. It's almost like she has an advanced search quality of the site. When people ask questions, she pulls only the appropriate information, and it's all contextualized to suit their particular question. Maybe it's only me, but that could possibly be the difference between a very helpful tool and a frustrating conversation.
Industry: Email confirmation software (SAAS)
9 out of 10 "enormous buyers" used the chat platform before making a purchase.
An estimated 60 percent of revenue comes from chatbots.
Typical response time was three minutes within their first thirty days of using Intercom.
Chatbots let a two-person team to stay on top of support and sales.
Where the analysis came out: Pardeep Kullar published this case study on the Upscope site in 2017.
Like a two-person advertising startup, Anymail advertising has been stretched thin between sales, marketing and support. These were replying the same few questions again and again via email. Intercom's operator bot helped this two-person team look and feel as though they were a full scale support section.
Pardeep Kullar of Anymail finder says that exactly the same couple of questions kept popping up from the chat window. They're usually questions like "how are you apart from the competition?" Or "how do I upload this file?"
Therefore Pardeep and his colleague wrote detailed articles that answered those hot questions along with some related ones, which subsequently incorporated the articles in ready-made answers and automated messages. Website traffic struck among 10 automated chat messages, based upon the page they arrived in.
It's like putting multiple fishing lines from the water simultaneously, awaiting potential customers or users to bite. When a visitor replied to an automated message, employees got a push telling in order that they can instantly react to each query. Anymail finder's pre-written responses to popular questions enable them answer to inquiries within seconds.
The messaging metrics enable Anymail to automate messages which have been generating the best results. Some of the key advantages of chatbot services is they can answer most questions clients have and adapt your leads without eating up valuable time from your customer service or sales staff.
However, they are pretty anti-AI, and their chatbots serve a more limited function. For Anymail finder, real individuals were waiting behind every message, but chatbots still helped them provide superior customer service with a minimal team.
Industry: Info Science Program
4,000 leads made by chatbots
25 percent of sales pipeline was influenced by chatbots
Chatbots can bypass lengthy lead generation campaigns
Where the analysis originated from: Chatbots published this case study on the website.
RapidMiner went substituted every lead capture form on the site having a chatbot. Even for their white papers, RapidMiner understood that automatic talks may filter and adapt leads in minutes, whereas a sequential email effort could take weeks. Chatbots let this messy process become circumvented and guide the leads to revenue.
For Tom Wentworth, the shift was about knowing why individuals came to the website of RapidMiner. "Individuals who visit our web site are not coming because they want to surf our website, they're coming here because they have a certain problem, whether it is really a matter about our item or what it does, be it some technical support they desire, or even if it's they would like to keep in touch with somebody in earnings."
Chatbots made it feasible to deal with the causes people came to RapidMiner.com without bombarding the salesforce with unqualified leads. In an informative article on the Harvard Business Review, RapidMiner shared. "The Chatbots now runs thousand chats per month. It resolves about two-thirds of customer queries.” Wentworth went on to say, "It is probably the most productive thing I am doing in marketing.” This research study provides some insights into the gaps between a chatbot and a live chat support, but it's well worth noting.
If you are using blogging to raise your traffic white papers and sequential email promotions allow you to build an audience and create relationships. A chatbot in your blog will convert several traffic however, this likely is not going to grow an email list you can reach outside to again and again:
Industry: App platform
Increased internet new prospects by 70 percent
Increased overall messaging response by 100%
Chatbots are more scalable than live-chat products and solutions.
Chatbots can aid your customer sales and service teams by scheduling meetings and viewing inquiries.
Where the research originated out: this case study was released by them on their site.
MongoDB was with a great deal of success with chat, but like most humans, their sales people were tied to things such as "time" and "space." They could increase the number of conversations they were using without significantly increasing the dimensions of their team. As it is put by their manager of need creation. We had a messaging tool which will scale with our company and improve the volume of our discussions and leading to the increase of our pipeline and Revenue Accepted Leads (SALs)--the metrics my team are quantified on.
We make sure their sales reps just talked. And with chatbotgeeks.com meeting scheduler, folks did not have to play phone tag to make a scheduled appointment. For automating conversations let them have conversations, and simplifying the scheduling process lets more of the conversations develop into leads.
Industry: Drag and drop Landing page creator (LeadPages)
Site conversion rate rose by 36%.
Targeted messages had an open rate of 30% and a 21% clickthrough rate.
Welcome messages help chatbots and live chat gain more participation. While in the ideal place at the ideal time, applicable, automatic messages may be quite effective.
Where the study came from: case studies page shared the way Leadpages utilized automatic messages.
Within a few weeks, they averaged 100+ questions per week. They quickly realized that there is an opportunity to encourage talks that lead to conversions.
LeadPages’ Dustin Robertson says,"Website visitors ask questions through Chatbots as they consider purchasing our applications. But there is more to chatbots than just chat. We can proactively reach out to visitors.”
At the month prior to adding the information, they had individuals utilize the chat platform. Within the month later, they had 1,168. That is a 267% rise.
However, the total amount of messages was not the only thing they were improving. LeadPages started using automated, targeted messages to try to increase conversions on special pages. Based on where people were on the website, they would see an alternative message which match the page and asked them to take a specific activity.
Just like this particular message on their contrast page:
These messages that were targeted had an estimated rate of 30%. Together with chatbot automation features, we've managed to increase the conversion rate of the site visitors by 36%," Smith states.
Interestingly, at the time we prepared this Case study round-up, Leadpages did not look like they were using chatbots on their pages.
Significant Take Aways:
Targeted chat let sales reps concentrate on leads that were planning to purchase. By-passing forms supposed qualified leads can move through the pipeline faster.
Perfecto Mobile had a problem. Most of their "leads" weren't in their own market. They didn't want their earnings development reps wasting that sort of time onto a live chat platform, so they went with chatbots.
"Our leads tend to be a 70 percent out of their target 30 percent," says Perfecto.com Chris Willis. "Today, I expected with web chat we would see about the exact same things. Therefore people chatting and only essentially taking the full time of our SDRs whenever they could be focusing on more productive pursuits. And right out of the gate, we identified with Chatbots we were going to observe the capability. Therefore we're ready to, with ip, identify businesses by their size, and only present to our own SDRs chats that come from businesses that we want to market to."
If a website visitor had been originating from a company that was too small to stay Perfecto's target audience, they did not find the chatbot. The major benefit Perfecto noticed was that chatbots let them capitalize leads at the opportune moment.
"Leads which can come in through chatbot have a tendency to have a higher rate," Chris says. "So that you're able to fix the issue or meet up with the needs of their petition in realtime. Which means you think concerning someone has a question and visiting a site, and filling. And they're going to listen 24 hours, or 2 days...that problem might not be there anymore. Should they be able to initiate a dialog, therefore skip the form, also have a dialog at realtime, we're seeing that proceed promptly."
Here's a Genuine example Chris about the way this worked for Perfecto shared:
An anonymous visitor arrived at the Perfecto Mobile website and started a dialog through Chatbots. According to internet protocol address, the conversation had been routed to an SDR. The anonymous visitor turned out to be somebody out of a significant sports brand, plus they wanted to meet in-person with a sales rep.
During this conversation, the SDR phoned the sales person and gave him all of the advice.
Two days later, the sales rep had been standing in that major sports brand's offices in NYC.
Chatbot system: Messenger Bot
Reduced live chat volume by 83%.
Reduced time that it required clients to reset passwords 50%.
Common customer service questions are now handled completely through the chatbot. Chatbots can fix issues faster by reducing handoffs.
Where the research came from: Charter Communications implemented Chatbots at 2012. They published this case study on their website.
Charter Communications is the 2nd largest cable provider and the fifth-largest phone providers from the U.S. They have 25 million customers and 16,000 employees.
Before changing to a chatbot support, Charter Communications had 200,000 live chats per month. 38% of them live chat conversations were for usernames and passwords. That's 76,000 questions that had to be handled by an actual person.
Obviously, those conversations all take up a great deal of consumer service period. Since a great number of people were used to solving issues through chat, Charter did not need to pull the plug on the full chat platform, but they had a self-serve choice to save their customer support reps for more technical problems.
If they shifted to a chatbot, it didn't just take control of the password and username questions. 83% of most chat communications were managed by the bot. That's 166,000 chats per month that that Charter did not need to worry about any longer.
However, Charter's chatbot wasn't just bumbling its way through these conversations, either. Part of their goal was to increase settlement prices, so customers wouldn't need to be relayed through people to comprehend what they needed. Even the chatbot can also deal with those dull username and password requests 50% faster.
Since Facebook opened its Messenger program for programmers to produce their own bots, a lot of brands have captured the opportunity. The case studies you'll see here are some little milder but they exhibit a couple of manners organizations are using Facebook Messenger bots. Some websites experienced lots of success together with Messenger bots, however, the three examples we will look at are primarily content-focused brands.
Something to consider: while the other chatbots we've looked at resides in an app, onto your own website people are using, plus so they can locate your bot out there. Facebook shares Messenger bots from the detect tab and when you open Messenger right now and hunt, you will find "bots" right below “individuals". In other words, a Facebook Messenger bot can grow your audience.
Chatbot system: Facebook Messenger
Industry: baby products
84 percent read speed on automatic messages.
53 percent click rate from Facebook Messenger into BabyCenter.com.
Where the analysis came out: BabyCenter asked Ubisend to create an Facebook Messenger bot in 2016. Ubisend published this case study.
BabyCenter is one of the most trusted pregnancy websites available (I have seen my partner's ob-gyn check this site during appointments). One of the biggest attractions is that a email effort that follows you every step of the way through pregnancy and their revenue model is based on advertising and an affiliate sales tool.
BabyCenter Produced a bot on Facebook Messenger to do just two things:
Drive traffic to their site.
Supply an alternative content delivery platform.
The newest bot accomplished both objectives. Typically, an 84 percent of individuals read the message, and 53% of those who opened also clicked through the site. Ubisend compares that to MailChimp rates, and with some unstated math determined that the Messenger bot had an engagement rate. I can not speak into the validity of this claim, however here are a couple of reasons why the bot may have had better reception and clickthrough rates compared to email:
The floating Messenger icon and little red number will be a great deal harder to ignore than an email. Folks are utilized to glancing at an interest line without even opening the email address. Much fewer brands are around Messenger, so a notification is much more inclined to be from somebody you know. The loading time to get a Facebook message is almost instant. Email? Not so much.
It merely takes two taps to manually open a message and click on. Email takes navigation.
No matter the explanation a Messenger bot was a content-delivery system for BabyCenter. If enough people embrace it, the Messenger bot might even rival their sequential email campaign.
Chatbot program: Facebook Messenger
Industry: Spa reviews
47 percent click through rate on messages that are automated.
29 percent increase in traffic in fourteen days.
1-3% boost in health spa bookings.
Important Take Aways:
Messenger bots can help consumers navigate the website before they get there.
Where the study originated from: Great Spa Guide services in 2016. This case study was published by Ubisend on their site.
Good Spa Guide reviews as its name implies. They make money when your website is used by people in order to book a spa, therefore not surprisingly, they really respect traffic.
Much like BabyCenter, Great Spa Guide was looking for an alternative for their email list. It basically offers a means to browse the website--but without being on the website.
Check it out:
After a talk with the bot, people continue their own search on the website and can head to the spa inspection page that they need. With also a 1-3% increase in spa reservations and a 29% rise in traffic, it appears that a Facebook Messenger bot helped Great Spa Guide engage their audience that is existing in a better method, or tap into a new audience.
Chatbot program: Facebook Messenger
Industry: Currency trading education
59 percent decrease in churn.
17 percent increase in traffic.
Messenger bots may be very effective at keeping your audience always participated.
Where the analysis came from: MyTradingHub was unable to help keep readers therefore they looked into Ubisend. This example has been published on Ubisend.com.
MyTrainingHub is a social and educational platform for those who trade on the foreign exchange market. They're later users, not clients, plus so they use a sequential email campaign to keep their users.
Their primary metric is that they call "Trader Training Completion," which measures the number of individuals who have viewed 80 percent of MyTradingHub's content and performed specific tasks such as quizzes. If this metric started declining, they heard that users were not finishing the training because "they forgot about it”.
They made a decision to try an interactive Messenger bot to bring the variety of those who made it during training. They ended up creating a bot that might help people interact with the trading platform and continue their training.
MyTradingHub watched their TTC metric increase by 59% following the introduction of the bot, along with their training pages watched a 17 percent more traffic increase.
It looks like a Messenger bot functioned as a sort of half measure. MyTradingHub has existed since 2010, yet to keep being a powerful "social platform," they probably want their particular app. In the meantime, MyTradingHub's Messenger bot appears to be keeping users engaged with their existing content.
Chatbot system: Facebook Messenger
In fourteen days, Ubisend designed a branded chatbot with 215 conversation topics.
The bot was effective at sending more than 150 messages per minute.
Chatbots have an insane convenience of simultaneous conversations.
Where the research originated from: PG guidelines asked Ubisend to style a chatbot to get a charity promotion. Ubisend subsequently published this research study in 2017 on their website.
PG guidelines (by Unilever) decided to show their "Many Famous Monkey" to an AI chatbot to generate gifts for charity. They wanted a conversational chatbot to share jokes to their "one thousand laughs" effort.
It required six weeks for Ubisend to create a chatbot into a standup comic that was mediocre at best. (They went pretty heavy on the dad jokes.) Even the AI could handle 215 different dialog topics and can handle 150 conversations a minute.
We included this one as it shows how fast you can set up a fairly intelligent habit forming chatbot.