It might be challenging to automate the communication when you have a strong connection with your customers. Especially when your business isn’t all about money, you have engaged customers who know the people are standing behind the company. In this case, the customers often buy not only because of the products but to support people with the same values.

It seems that you’ll lose everything you’ve been building if a chatbot does all your work, especially when your primary channel is social media.

But TheCultt’s co-owners disproved it: in three months, they increased sales, decreased response time by 2 hours, and raised customers’ loyalty. So here we’ll show you how it’s possible and what features to implement in your business.

## TheCultt: a resale platform for sellers and customers

TheCultt is a resale platform. It helps buy premium secondhand accessories from luxury brands such as Celine, Gucci, and Fendi and niche brands like Danse Lente, Yuzefi, and Wandler. The brand owners stand for reuse and support sustainable consumption, but select only valuable accessories which are still fashionable.

Brand’s clients are divided into two groups:

-   sellers who shape the brand’s collection;
-   customers who come for an excellent consuming experience.

> “That’s why it’s equally important to accommodate the interests and requests of both client categories. Thought-of client service helps to reach this goal. And in our opinion, it’s directly connected with automation and fast request handling. A user has written to us and showed the interest — we aim to save and multiply this interest” — says co-owner Anna Avtaykina.

## Routine took all time for creation and development

TheCultt is a small and enthusiastic team, so they had two main problems:

1.  Communication with clients took too much time;
2.  They had no resources to launch new activities but a lot of great ideas that could bring more leads.

> “We have a well-developed Instagram account (35k+ followers) and mainly communicate with clients in DM. It takes a lot of resources, so we’ve been searching for possible growth points and discovered automation. Chatfuel offers many marketing solutions and allows testing the hypotheses even with a limited budget” — says co-owner Anna Avtaykina.

## Welcome Messages and Autoreplies decreased response time and increased loyalty

However, the brand owners were afraid to lose a personal touch in every message, so they decided to try it. We offered two solutions for routine automation:

-   **Welcome Message.** The team created a welcome message using a ready-made template with the company’s story. So, the customers didn’t have time to lose interest while waiting for a long answer.
-   **Comments Autoreplies.** TheCultt set up answers for comments about price, availability, and goods condition.

This is what client service manager Yana Kurapova says about the automation:

> “That’s great that I can build a chatbot, so it sends a message that it’s our work-off time, and we’ll respond later. It helps our customers to know that we’re having a day-off, not ignoring them. It increases our customers’ loyalty and is seen in sellers’ and customers’ feedback.
>
> Our clients ask the same questions every day: “How to make an order?”, “How to sell my bag?”. And a chatbot made my life easier — our response time decreased by 2 hours. It helped to increase loyalty and concentrate on more complicated tasks.”

The company automated all routines and decided to test something engaging and unique to generate more leads and purchases.

## It’s time to check the first creative and engaging solution

The team launched a game in their Stories to engage the customers and encourage them for new purchases. First, they made a video of two bags: one of them was original, the second one was fake. And users were to identify the original bag and leave a comment below. After the answer they received a promo code for the next purchase.

By this, the brand’s owners tested their hypothesis that their keen on fashion audience is always interested in demonstrating their knowledge.

<figure><img src="https://storage.googleapis.com/chatfuel-cms-staging/pic/original_resale_platform_story_0_bedc3f9a05/original_resale_platform_story_0_bedc3f9a05.webp" loading="lazy" alt="" height="1624" width="1532" blurdataurl="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAQAAAAECAIAAAAmkwkpAAAACXBIWXMAAAsTAAALEwEAmpwYAAAAPUlEQVR4nGP49vXL92+/Xr18CSQZnj1/cfTI+Tt37u/fe5JBTJg3LztJTUWhtqKAQV/fICkx3tHRMS83CwCcMBxLZozYowAAAABJRU5ErkJggg==" placeholder="blur" srcset="https://storage.googleapis.com/chatfuel-cms-staging/pic/xs_resale_platform_story_0_bedc3f9a05/xs_resale_platform_story_0_bedc3f9a05.webp 300w, https://storage.googleapis.com/chatfuel-cms-staging/pic/sm_resale_platform_story_0_bedc3f9a05/sm_resale_platform_story_0_bedc3f9a05.webp 768w, https://storage.googleapis.com/chatfuel-cms-staging/pic/md_resale_platform_story_0_bedc3f9a05/md_resale_platform_story_0_bedc3f9a05.webp 1280w, https://storage.googleapis.com/chatfuel-cms-staging/pic/lg_resale_platform_story_0_bedc3f9a05/lg_resale_platform_story_0_bedc3f9a05.webp 1920w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xl_resale_platform_story_0_bedc3f9a05/xl_resale_platform_story_0_bedc3f9a05.webp 1532w"><figcaption>This is how TheCultt's chatbot interacted with users<br></figcaption></figure>

The game teased the audience for the next step — TheCultt posted an analysis of the bags showing the details that prove the bag is or isn’t real.

It’s impossible to process all comments by hand, so TheCultt automated the comments too:

1.  They thought of the possible ways of interaction and understood that a person could leave two comments with different answers, making the process more difficult.
2.  So their chatbot automaticcaly responded to every comment in DM. All participants got the results and had to confirm the answer using the buttons.
3.  The chatbot gave a promo code if the answer was correct and sent a website link where the winners could use the promo.

> “And all of that without our effort! Our team put the idea into action, and bot handles the activity on its own. Happy clients, no burnout team members — wow!” — co-owner Tatyana Ermakova shares her impressions.

## The results: increased conversion, low client cost and engaged customers

In the beginning, the team launched this contest without advertising. It brought almost 1000 conversations per month and about 300 participants. After that theCultt decided to run ads and got exciting results:

-   450 people received a promo code;
-   170 of them made a purchase in the 3,5 months after the launch;
-   +47% to the existing number of conversations;
-   <$2 is a client cost, considering marketing costs.

> “Chatfuel helped us to optimize our marketing a lot. So, we want to continue our collaboration to solve new communication and marketing tasks. We find Chatfuel effective and a perfect solution for ad integrations. With the right approach, you get a chatbot helping to solve problems in a moment, not an irritative tool.
>
> Users today are too overwhelmed. They react fast to something new and get tired very soon. So, such an innovative way of interaction and customer attraction seem an excellent idea for us, ” — co-owner Tatyana Ermakova says.

You can automate the routine and engage your customers in a new way with Chatfuel. [Sign up](https://dashboard.chatfuel.com/sign-up) and get your first 50 conversations for free. After signing up, you can set up auto-replies for all your FAQs in a few minutes and test the automation today.

TheCultt shares how to increased sales, decreased response time, and raised customers’ loyalty. It might be challenging to automate the communication when you.

Resale platform raised conversion by 37% using a chatbot

Newsletters are one of the most effective ways to deliver value to your clients. While emails still remain a tried and tested formula for sending newsletters, their effectiveness falls behind modern messengers like Snapchat, Messenger or WhatsApp.

A marketing industry giant HubSpot [ran an experiment](https://blog.hubspot.com/marketing/facebook-messenger-marketing-experiments) to compare email and Messenger newsletters effectiveness. While email newsletters still delivered a decent open rate of 30% and a click rate of 2.1% they vastly underperformed Messenger newsletters with 80% and 13% respectively. That’s more than 600% higher engagement compared to email.

<figure><img alt="table.png" src="https://storage.googleapis.com/chatfuel-cms-staging/pic/original_create_a_newsletter_0_c203e599cb/original_create_a_newsletter_0_c203e599cb.webp" height="417" width="1200" blurdataurl="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAQAAAABCAIAAAB2XpiaAAAACXBIWXMAABYlAAAWJQFJUiTwAAAAFUlEQVR4nGP4/eunDQODhjIPw4RCACXFBIOdOkjYAAAAAElFTkSuQmCC" placeholder="blur" srcset="https://storage.googleapis.com/chatfuel-cms-staging/pic/xs_create_a_newsletter_0_c203e599cb/xs_create_a_newsletter_0_c203e599cb.webp 300w, https://storage.googleapis.com/chatfuel-cms-staging/pic/sm_create_a_newsletter_0_c203e599cb/sm_create_a_newsletter_0_c203e599cb.webp 768w, https://storage.googleapis.com/chatfuel-cms-staging/pic/md_create_a_newsletter_0_c203e599cb/md_create_a_newsletter_0_c203e599cb.webp 1280w, https://storage.googleapis.com/chatfuel-cms-staging/pic/lg_create_a_newsletter_0_c203e599cb/lg_create_a_newsletter_0_c203e599cb.webp 1920w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xl_create_a_newsletter_0_c203e599cb/xl_create_a_newsletter_0_c203e599cb.webp 1200w"></figure>

Moreover, Messenger newsletters are new. So new, that most Facebook businesses don’t know they exist. This gives you a chance to truly stand out and be among the first to unlock their untapped potential.

In this guide you’ll learn how Messenger newsletters work, how they are different from email newsletters and how to create your first Messenger newsletter campaign.

## What is a Messenger newsletter

Messenger newsletter (officially ‘Recurring notifications’) is a brand new feature released in 2022 for Facebook Pages. It lets you create daily, weekly or monthly newsletter campaigns and send them out to subscribers right in Messenger chat. This newsletter can contain: product updates, special offers, news or any kind of promotional messages, unless they don’t violate Facebook guidelines.

Any Facebook Business Page can use Messenger newsletters. But to access this feature, you’ll need to [sign up for Chatfuel](https://chatfuel.com). It’s a no-code tool that lets any business automate day-to-day their routine tasks, like replying to common customer question. In this case you’ll need it to create and send out Messenger newsletters.

## How is Messenger newsletter different from email

Unlike emails, your whole communication with each customer is in one place — a Messenger chat. So if a subscriber wants to ask a question about what they’ve just read or contact you for help, they’ll just type in a message right there.

A Messenger newsletter offers a more concise, but interactive experience. An email typically has a longer format with title photos, headers, paragraphs and in most cases ends with a CTA (Call-To-Action) button. Due to Facebook guidelines, you are limited to one message per newsletter only, but don’t worry, you can still create eye-catching newsletters with multiple pictures, buttons and more.

Your newsletter is also spared of certain email quirks:

-   it won’t get into spam folder;
-   it will avoid delivery issues;
-   it will appear as intended on multiple devices.

Let’s look at an example. Lets say 1,000 people already receive a weekly email newsletter from your swimsuit store. They read about new arrivals, special offers and then click your CTA and go to your website. With a Messenger newsletter you can use galleries to make the same experience more interactive. Galleries work similar to Instagram posts, where your visitors can swipe through up to 10 cards. Each card has a picture itself, a description and a button. It makes it so much easier for a person to explore each card and decide which one they want to buy.

<figure><img alt="NTN galleries.gif" src="https://storage.googleapis.com/chatfuel-cms-staging/pic/create_a_newsletter_1_d58f2764fd/create_a_newsletter_1_d58f2764fd.gif" height="942" width="1514" placeholder="blur"><figcaption>A newsletter with latest blog posts to build brand loyalty</figcaption></figure>

## Who can benefit from a Messenger newsletter

Any business that offers services or sells something via a Facebook Page. Some examples:

-   Creators;
-   Educators;
-   Online retailers;
-   Entertainment;
-   Health & Beauty;
-   Restaurants.

## How to send a Messenger newsletter

First, get your letter ready. Creating a Messenger newsletter follows the same steps as a regular email newsletter: figure out a goal, gather content and design a template. Next, you’ll need to subscribe a visitor or a client to your newsletter. You can subscribe anybody who messaged your Facebook Page or left a comment by sending them a special message with a subscription button. After they subscribe, you will be able to create campaigns and send daily, weekly or monthly messages.

There is only one rule you need to keep in mind. You need to subscribe a person to your newsletter within 24 hours after their last message.

### Subscribe your readers

First, you’ll need to [register at Chatfuel](https://dashboard.chatfuel.com/sign-in), it’s a tool that lets you create newsletter campaigns for Messenger. After you do the initial setup, go ahead and create one or several Flows. A Flow is a conversation logic that is automatically triggered when a user sends a message. It is activated when a user interacts with your page by sending a direct message, leaving a comment under one of your posts, etc. Remember those pop-up chat windows that offer answers to common questions, as if you are talking to an agent? Flows are what’s going on under-the-hood.

Next, you need to add a special subscription message. You can add it anywhere you want, but in general the end of the Flow makes the most sense. After you do, your users will be able to subscribe by clicking a button and you can start crafting your first newsletter.

<figure><img alt="NTN notify button.gif" src="https://storage.googleapis.com/chatfuel-cms-staging/pic/create_a_newsletter_2_678815c4e4/create_a_newsletter_2_678815c4e4.gif" height="940" width="1336" placeholder="blur"><figcaption>Visitors receive a subscription request</figcaption></figure>

### Send your newsletter

Creating newsletter campaigns is done in the separate Reengage tab that works the same way as any email automation platform. First you choose details of your campaign: date and time, topic, segments of your audience. Next, you add your content. Try to experiment with adding photos, using galleries, buttons and spicing it up with emojis. After you’re done editing, enable your newsletter campaign.

## Create your own Messenger newsletter

Messenger newsletters are available to all [Chatfuel](https://chatfuel.com) users. Try following this guide and create your own newsletter campaign. You can see how it works on your own Facebook Page. First 50 chats are free which is enough for you to get familiar with Chatfuel, try newsletters and other available features.

Newsletters is just one of many features available for Facebook automation. If you enjoyed reading this guide and want learn more about automation, see how you can [use FAQ buttons to attract more customers](https://chatfuel.com/blog/attract-customers-facebook-faqs).

Do you want to get 600% higher engagement compared to email? Then, read about the new Facebook feature—a newsletter right in Messenger.

How to create a newsletter in Facebook Messenger

Secret of good engagement: read about best examples for interactive content on social media and adapt this ideas to your brand.

9 Interactive Social Media Post Ideas (2022)

Attracting customers is one of the main parts of any business. For tech companies the market is even more competitive when you add other international players in global markets. Luckily, acquiring new customers with lead generation strategies is something any business owner can learn.

## What is a lead generation strategy?

Your relationship with any customer always starts the same. You need to find people who are potentially interested in what you’re selling. In marketing, this process is called lead generation. You guide your clients through the marketing funnel to eventually sell them your products. For many businesses creating a simple website and asking customers for their email via a form might work just fine. But to truly scale up your business you need to become flexible and try different effective lead generation strategies.

<figure><img src="https://storage.googleapis.com/chatfuel-cms-staging/pic/original_leads_for_technology_companies_0_2e88c65729/original_leads_for_technology_companies_0_2e88c65729.webp" loading="lazy" alt="What is a lead generation strategy" height="1168" width="2080" blurdataurl="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAQAAAACCAIAAADwyuo0AAAACXBIWXMAAAsTAAALEwEAmpwYAAAAI0lEQVR4nGOYXr46xLD86oXr3398Y7DwbmVg8Hv/5s2nTx8BtscPCSVEfrEAAAAASUVORK5CYII=" placeholder="blur" srcset="https://storage.googleapis.com/chatfuel-cms-staging/pic/xs_leads_for_technology_companies_0_2e88c65729/xs_leads_for_technology_companies_0_2e88c65729.webp 300w, https://storage.googleapis.com/chatfuel-cms-staging/pic/sm_leads_for_technology_companies_0_2e88c65729/sm_leads_for_technology_companies_0_2e88c65729.webp 768w, https://storage.googleapis.com/chatfuel-cms-staging/pic/md_leads_for_technology_companies_0_2e88c65729/md_leads_for_technology_companies_0_2e88c65729.webp 1280w, https://storage.googleapis.com/chatfuel-cms-staging/pic/lg_leads_for_technology_companies_0_2e88c65729/lg_leads_for_technology_companies_0_2e88c65729.webp 1920w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xl_leads_for_technology_companies_0_2e88c65729/xl_leads_for_technology_companies_0_2e88c65729.webp 2080w"></figure>

Such strategies include building landing pages for your website, republishing your content elsewhere, hosting online events and many more. Trying out and testing different strategies is a must for any business owner. Below are 3 lead generation strategies that will help you get more leads. They’ll also show you ways to better qualify your leads and attract customers who are more likely to buy.

## Building landing pages

Most social media ads or marketing emails want you to click a link. And most of the time this link leads to a landing page. Businesses create such pages on their website with a specific goal in mind: advertising campaign, test-marketing or something else.

Landing pages differ from regular web pages in one key element, they all have the same goal — to lead your visitors to a call-to-action or a CTA. Simply, to make them do a certain action. A common example is to include buttons like ‘Sign Up’ or ‘Try free’, or to provide a form to ask visitors for their contact info. A landing page takes someone who’s interested in your product and converts them to a potential customer.

The most common and effective way to use landing pages is to choose a CTA and then ask people to leave their contact info. It could be an email or a phone number, or both. This way, you can continue communication and cultivate their interest in your product.

### Works best for

Software companies, e-commerce, B2B or a small to middle business owners. Most companies benefit from landing pages.

## Content syndication

Content syndication is the process of reposting content from your website to third-party websites. You can republish anything: articles, video tutorials, blog posts and guest columns. But since Google doesn’t like duplicated content, you need to follow certain rules. Otherwise, your customers won’t see your content in search top results. So instead of duplicating the original, syndicated content refers to it, which helps you keep a healthy search engine optimization (SEO) score.

A simple way to try this strategy is to do a Google search for ‘‘originally published by” or “original post by”. Make sure you include the quotes as well. This will show articles from sites that often post syndicated content. Go through these results and find sites that might be interesting to your audience.

Another way is to start with an already established platform. A site like [Medium](http://medium.com) already has a reader base and a higher authority compared to your website. Find someone who writes about similar things and ask them to republish your content or start your own column and do it yourself. Either way, make sure you refer to the original content in all of your reposts.

### Works best for

Companies who already have their own blog and want to expand their audience, for example, [Zoom](https://zoom.us), [Dropbox](https://www.dropbox.com) or [Chatfuel](https://chatfuel.com).

## Organizing webinars

An online webinar lets you interact with potential clients, answer their questions and address their concerns. A casual atmosphere of a webinar doesn’t feel like a one-on-one interaction with a sales manager. This naturally builds an organic relationship and shows people they can trust you.

To prepare for a webinar, answer two questions: who and what. Answering the 'who' helps you choose a segment of your auditory. For example, decide whether you want to invite your current customers only or attract new leads via social media like Facebook. For the ‘what’ part, choose a format. Do some planning and prepare materials, if necessary. When you are ready, make an announcement on social media and host your webinar. Your main goal is to answer any questions or concerns your leads have and remove any doubts they got about becoming your client.

You can quickly test this strategy on social media without creating a website or any web forms. After you get your content ready, sign up with [Chatfuel](https://dashboard.chatfuel.com/sign-up). It’s a no-code automation platform for social media like Facebook and Instagram. In our case, we need it to gather leads from comments, so when people leave a comment to your webinar announcement post, your bot will react and collect emails or phone numbers automatically. Connect your page to Chatfuel, open Home tab and use Get Leads From Comments template. Change text information and tweak this template to your liking. Then, make your announcement post and enable automation. You’ll start receiving leads.

If the strategy works and you like the results, you can expand automation for webinars even more. Everything from start to finish: collecting leads, sending out invitations, providing a Zoom link to the webinar and exporting your leads to a Google Sheet. This frees up a lot of time for you to scale this strategy and even get more customers.

### Works best for

Any size technology company can benefit from webinars. Tech giants like IBM use this strategy and offer customers valuable info to nurture their leads.

## Try, then scale

There are plenty of other lead generation strategies. We recommend choosing one or two at a time, depending on your goals and the resources you can allocate. After you evaluate the results and feel comfortable, try to explore new strategies and scale up the ones that work.

What is lead generation strategy? Read about best lead generation strategies for technology companies and choose one that fit your business

3 best lead generation strategies for technology companies

Persistent Menu is a powerful tool to engage users and help them navigate through your chatbot. Users always see this button in a chatbot so that you can benefit from this feature. This article will explain what Persistent Menu is, how it can help your business, and how to set it up in a couple of minutes.

## What is Persistent Menu

Persistent Menu is a button in the bottom right-hand corner of the Messenger menu that users see as a burger or three horizontal lines. Persistent Menu helps users find what they are looking for with ease. It works as a restaurant menu — you give users a set of meals, and they choose what they want.

Adding a Persistent Menu can be challenging. You are to know codes and how to program, as you’ll have to put a special code in the right place and launch the program. For lots of businesses, it’s not an option.

It’s much easier with Chatfuel, a no-code visual chatbot builder. Just use the templates and customize them for your case. No programming and special knowledge are needed.

<figure><img alt="How to set a navigational menu " src="https://storage.googleapis.com/chatfuel-cms-staging/pic/original_persistent_menu_0_8a23ef77c3/original_persistent_menu_0_8a23ef77c3.webp" height="887" width="1487" blurdataurl="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAQAAAACCAIAAADwyuo0AAAACXBIWXMAAAsTAAALEwEAmpwYAAAAIklEQVR4nGNg5BD7////gwcP3r55y8DIKQHk3Ll95+2bNwDGORD6ljqocwAAAABJRU5ErkJggg==" placeholder="blur" srcset="https://storage.googleapis.com/chatfuel-cms-staging/pic/xs_persistent_menu_0_8a23ef77c3/xs_persistent_menu_0_8a23ef77c3.webp 300w, https://storage.googleapis.com/chatfuel-cms-staging/pic/sm_persistent_menu_0_8a23ef77c3/sm_persistent_menu_0_8a23ef77c3.webp 768w, https://storage.googleapis.com/chatfuel-cms-staging/pic/md_persistent_menu_0_8a23ef77c3/md_persistent_menu_0_8a23ef77c3.webp 1280w, https://storage.googleapis.com/chatfuel-cms-staging/pic/lg_persistent_menu_0_8a23ef77c3/lg_persistent_menu_0_8a23ef77c3.webp 1920w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xl_persistent_menu_0_8a23ef77c3/xl_persistent_menu_0_8a23ef77c3.webp 1487w"><figcaption>Where to find a Persistent Menu in a chatbot Flow</figcaption></figure>

The main use of Persistent Menu — is a core navigational menu. So, let’s set it up.

## 3 must-have buttons in your Messenger Main Menu

You can add up to 3 buttons in a Persistent Menu, so narrow down what’re the most important actions for your user. You can set up what works for you, but, based on our clients’ use cases, the most useful buttons are:

-   Restart the bot — so users can repeat their actions or choose other options they need. For example, they booked a table at a restaurant in a bot a month before, and now they want to order delivery from the same restaurant. So they can restart a bot and choose other buttons this time.
-   Unsubscribe — give users the ability to finish the conversation. [Hubspot proved](https://blog.hubspot.com/marketing/why-consumers-subscribe-to-email) that 9% of email subscribers cancel their subscriptions because the content is no longer valuable. And as to chatbots — users start communication when they have a specific request. Of course, when the request is fulfilled, many users want to stop communication.
-   Any button useful for you and your clients. For example, a ‘Take Quiz’ button, if you want to offer clients to take a product recommendation quiz. A quiz helps to increase sales with the help of gamification. Users answer questions like ‘What’s your favorite animal? ’, ‘Which film you’d rather watch with your friend? ’. And the bot gives a recommendation, which T-shirt to order, depending on user preference. Users feel special, and you engage the customers to your shop more.

<figure><img alt="3 must-have buttons in your Messenger Main Menu" src="https://storage.googleapis.com/chatfuel-cms-staging/pic/original_persistent_menu_1_1596474039/original_persistent_menu_1_1596474039.webp" height="577" width="830" blurdataurl="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAQAAAADCAIAAAA7ljmRAAAACXBIWXMAAAsTAAALEwEAmpwYAAAAKklEQVR4nGOQl5cXERG9fuPm////GdavWwdE79+9AyKG379/3793D8IBALjDGu5KIgI9AAAAAElFTkSuQmCC" placeholder="blur" srcset="https://storage.googleapis.com/chatfuel-cms-staging/pic/xs_persistent_menu_1_1596474039/xs_persistent_menu_1_1596474039.webp 300w, https://storage.googleapis.com/chatfuel-cms-staging/pic/sm_persistent_menu_1_1596474039/sm_persistent_menu_1_1596474039.webp 768w, https://storage.googleapis.com/chatfuel-cms-staging/pic/md_persistent_menu_1_1596474039/md_persistent_menu_1_1596474039.webp 1280w, https://storage.googleapis.com/chatfuel-cms-staging/pic/lg_persistent_menu_1_1596474039/lg_persistent_menu_1_1596474039.webp 1920w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xl_persistent_menu_1_1596474039/xl_persistent_menu_1_1596474039.webp 830w"><figcaption>A ready-made Persistent Menu in a Chatfuel builder</figcaption></figure>

The menu title is limited to 30 characters. You can add emojis or leave the buttons with text only. Instead of text, you can add a link to any block or URL. Learn more about formats in our [Help Center](https://docs.chatfuel.com/en/articles/925465-media-assets).

## How to set a navigational menu

Now you know, which buttons to add. Open [Chatfuel dashboard](https://dashboard.chatfuel.com) to set up your navigational menu.

1.  Open the Flow tab and create a new Flow. Double click the canvas space, then Entry Points → Persistent Menu. Now it’s on your canvas.
2.  Add 3 buttons. For example, restart the bot, unsubscribe, and any other button you want. Drag your button to the top — it’s the most important action for your business.
3.  To enable your Persistent Menu, tap a toggle on the right top angle.

<figure><iframe allowfullscreen="" src="https://www.youtube.com/embed/DWovaAjFOOk" title="How to Use the Persistent Menu Entry Point in Chatfuel"></iframe></figure>

Note that you can only have one Persistent Menu enabled in a chatbot.

## Localize the menu

If your audience is multilingual, localize the navigational menu by clicking on the Localization button in Persistent Menu. After that choose a language, and set the names of the buttons in a chosen language.

Note that it won’t localize the whole chatbot, only three buttons in the Persistent Menu.

Read more about setting multiple languages in our [Help Center](https://docs.chatfuel.com/en/articles/2931038-multiple-languages).

## Disable user input

If you want to collect user emails, but the user input is disabled, the users won’t be able to send you their emails. So make sure you don’t have such a goal. But the advantage of disabling the input is that users will be more likely to move through your flow from beginning to end. This is useful if you offer users to take a quiz — they’ll just press on buttons and stick to the flow.

To disable user input flip the switch on the top left corner.

Note that if you disable user input, it’ll be disabled for the whole chatbot, not only for the flow.

## Improve your automation today

Persistent Menu allows businesses to navigate the users through the flows and concentrate them on the main business goal in a messenger. It’s time to make your own menu! Start creating a useful Persistent Menu in Chatfuel. Our user-friendly platform helps to do it in a couple of minutes. Just [sign up](https://dashboard.chatfuel.com) and test your new menu on the first 50 conversations — it’s free.

This article will explain what Persistent Menu is, how it can help your business, and how to set it up in a couple of minutes

Facebook Messenger Persistent Menu Guide

<figure><img srcset="https://storage.googleapis.com/chatfuel-cms-staging/pic/lg_banner_en_19_28513e9c01/lg_banner_en_19_28513e9c01.png 1920w, https://storage.googleapis.com/chatfuel-cms-staging/pic/md_banner_en_19_28513e9c01/md_banner_en_19_28513e9c01.png 1280w, https://storage.googleapis.com/chatfuel-cms-staging/pic/sm_banner_en_19_28513e9c01/sm_banner_en_19_28513e9c01.png 768w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xl_banner_en_19_28513e9c01/xl_banner_en_19_28513e9c01.png 1944w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xs_banner_en_19_28513e9c01/xs_banner_en_19_28513e9c01.png 300w, https://storage.googleapis.com/chatfuel-cms-staging/pic/lg_banner_en_19_28513e9c01/lg_banner_en_19_28513e9c01.webp 1920w, https://storage.googleapis.com/chatfuel-cms-staging/pic/md_banner_en_19_28513e9c01/md_banner_en_19_28513e9c01.webp 1280w, https://storage.googleapis.com/chatfuel-cms-staging/pic/sm_banner_en_19_28513e9c01/sm_banner_en_19_28513e9c01.webp 768w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xl_banner_en_19_28513e9c01/xl_banner_en_19_28513e9c01.webp 1944w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xs_banner_en_19_28513e9c01/xs_banner_en_19_28513e9c01.webp 300w, https://storage.googleapis.com/chatfuel-cms-staging/pic/original_banner_en_19_28513e9c01/original_banner_en_19_28513e9c01.png 1944w, https://storage.googleapis.com/chatfuel-cms-staging/pic/thumbnail_banner_en_19_28513e9c01/thumbnail_banner_en_19_28513e9c01.png 245w, https://storage.googleapis.com/chatfuel-cms-staging/pic/original_banner_en_19_28513e9c01/original_banner_en_19_28513e9c01.webp 1944w, https://storage.googleapis.com/chatfuel-cms-staging/pic/banner_en_19_28513e9c01/banner_en_19_28513e9c01.png 1944w" width="1944" height="1032" src="https://storage.googleapis.com/chatfuel-cms-staging/pic/banner_en_19_28513e9c01/banner_en_19_28513e9c01.png" alt="banner - en - 19.png"><figcaption><a href="https://dashboard.chatfuel.com/sign-up?utm_medium=chatfuel&amp;utm_source=article-banner&amp;utm_campaign=attract-customers-facebook-faqs">https://dashboard.chatfuel.com/sign-up?utm_medium=chatfuel&amp;utm_source=article-banner&amp;utm_campaign=attract-customers-facebook-faqs</a></figcaption></figure>

Any business wants to grab new customers right away. And if you run a Facebook Business Page, there are several core things you already have in place to do that. You added relevant contact data, so your clients can contact you. You keep your page active by adding new posts regularly. Your clients can ask you questions by sending a message to your business. But what if you could take it up a notch? Your clients could get a response quicker and you could go as far as generating more leads on autopilot. Below we’ll show you how to do this by setting up FAQs for your Facebook Page.

## What are Facebook FAQs?

Frequently asked questions or FAQs are an efficient tool for Facebook Pages. They let you create a list of the most asked questions with answers on your page. It helps your clients get an answer to their question right away. Let’s say you sell toys.

With FAQs, you can add questions about shipping, payment methods and refund policy. If a customer is interested and wants to send you a message, they will see these questions after they open a chat window. When they click any of these questions, they will receive an answer instantly. This lets you start an interaction with a customer before they think about going to competition.

<figure><img srcset="https://storage.googleapis.com/chatfuel-cms-staging/pic/lg_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549/lg_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549.png 1920w, https://storage.googleapis.com/chatfuel-cms-staging/pic/md_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549/md_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549.png 1280w, https://storage.googleapis.com/chatfuel-cms-staging/pic/sm_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549/sm_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549.png 768w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xl_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549/xl_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549.png 1932w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xs_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549/xs_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549.png 300w, https://storage.googleapis.com/chatfuel-cms-staging/pic/lg_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549/lg_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549.webp 1920w, https://storage.googleapis.com/chatfuel-cms-staging/pic/md_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549/md_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549.webp 1280w, https://storage.googleapis.com/chatfuel-cms-staging/pic/sm_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549/sm_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549.webp 768w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xl_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549/xl_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549.webp 1932w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xs_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549/xs_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549.webp 300w, https://storage.googleapis.com/chatfuel-cms-staging/pic/original_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549/original_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549.png 1932w, https://storage.googleapis.com/chatfuel-cms-staging/pic/thumbnail_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549/thumbnail_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549.png 245w, https://storage.googleapis.com/chatfuel-cms-staging/pic/original_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549/original_How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549.webp 1932w, https://storage.googleapis.com/chatfuel-cms-staging/pic/How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549/How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549.png 1932w" width="1932" height="1002" src="https://storage.googleapis.com/chatfuel-cms-staging/pic/How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549/How_to_attract_more_customers_to_your_Facebook_Page_with_FA_Qs_85a62cd549.png" alt="How to attract more customers to your Facebook Page with FAQs.png"><figcaption>This is what FAQ buttons look like for your customers.</figcaption></figure>

## How to set up basic FAQs for your Facebook Page

If you want to set up a simple question-response logic, you need to turn on Frequently asked questions in [Meta Business Suite](https://business.facebook.com):

1.  Open up business settings, select **Inbox** in the sidebar menu on the left.

2.  Click on **Automated responses** in the top right corner and choose **Frequently asked questions**.

3.  Choose **Messenger** as your platform and start adding questions and replies.

4.  After you added everything, switch the toggle on top to turn it on and save changes. If you find that this is enough for your business, you are all set.


Now your customers can get an answer to their question in no time. In the next step we’ll show you how to go even further and put your lead generation on autopilot.

## How to set up FAQs to generate leads

Simple question-answer logic is a great first step and it will help you attract more customers. But the problem is, it basically works as a knowledge base. It doesn’t feel like a conversation with a person. Luckily, there is a way around: setting up automation.

It can help to give your clients more specific info for their case. To make FAQs generate leads for us, we will use Chatfuel. It is a no-code automation platform, which is developed with small and medium business in mind. Before we continue, [sign up](https://dashboard.chatfuel.com/sign-up?utm_medium=chatfuel&utm_source=blog&utm_campaign=attract-customers-facebook-faqs) with Chatfuel and [connect your Facebook Page](https://docs.chatfuel.com/en/articles/3917632-connecting-your-facebook-or-instagram).

### Set up keywords for your questions

After creating an account, you need to set up keywords. Keywords let automation recognize a question a customer sends. Then, AI sends your customer to an appropriate conversation logic. Don’t worry, you’ll set up a logic in the next step.

For now, just make sure that your keywords and the questions you set up earlier are identical:

1.  Open **Keywords** tab in the sidebar menu. On this page you need to duplicate your questions from FAQs you set in Facebook. On the top of the page you can switch between Facebook and Instagram. Notice that Facebook is selected by default.

2.  Click **Add keyword** and copy your question. Then, set a flow as response to it. If you have more than one question, do the same for each one.

3.  After you finish adding keywords, head to **Flow** tab.


### Build automation in flows

Next, you need to set up a response itself. Earlier you added one or more flows. Simply put, a flow is your conversation logic.

If you have more than one flow, you need to build such logic for each one:

1.  Click **Add content** to start adding your response. There are several things you can do, but in our case, we want to generate more leads. To do this, add a block called **Collect emails** or **Collect phones**. These blocks let your customers leave their emails or phone numbers. Chatfuel then saves this information.

2.  After you finish adding content, turn on your bot. Your customers now follow your flow based on the keyword they entered.

3.  Play around and improve your flow. Or if you don’t want to start from scratch, use our pre-made template. [Sign up](https://dashboard.chatfuel.com/sign-up?utm_medium=chatfuel&utm_source=blog&utm_campaign=attract-customers-facebook-faqs) with Chatfuel to start using automation.


**Bonus tip**. You can use a built-in CRM to find customer information like emails of phones. Another option is to use our Google Sheet integration. It’s a great way to export data from Chatfuel. Any time a client leaves an email or a phone number, your bot will send this info to a spreadsheet automatically. Add Google Sheet integration to your Flow to connect your account and chose which data you want to export.

Facebook Page offers a powerful Frequently asked questions feature. You can set up FAQs to generate more leads with Chatfuel automation.

Attract Customers to Your Facebook Page with FAQs

My name is Mary, I’m a Product Manager at Art&Fact. Personally, I care about my health and my skin in particular. I would even call myself a full-time beauty enthusiast. I usually spend a lot of time reading about different skincare products and take my time to choose a good fit for myself. Now, working at one of the largest beauty brands in Russia — I can help our customers build their skincare routine easily.

## How to make it nice and easy?

[Art&Fact](https://www.art-fact-products.com) is a Russian beauty brand that manufactures cosmetics and skincare products. Since April 2020, the company has brought out more than 35 face, skin, and hair products to the market. I think we’re growing pretty fast for a young company. Our brand has its own philosophy regarding the production process: using only effective and clinically-tested formulas.

We develop these formulas in collaboration with leading labs in Europe and the US. And then manufacture them in Russia under stringent standards (quality control). No artificial fragrances, dyes, or flashy ingredients, nothing like that. And, of course — no animal testing. At the same time, the company successfully keeps the products at affordable prices, so most of our customers can purchase high-quality products for each stage of their skincare routine. There are different customer needs, even though there are only a few skin types. So we realized that choosing a right fit might be challenging for some of our customers.

Art&Fact has a nice Instagram account, and many customers prefer purchasing products right there. So we get lots of very similar questions in our DMs: ‘Is it better to buy serum or cream? ’, ‘What products are a good to use in the winter? ’, ‘Are your products safe for my skin? ’

My team and I decided to run a test promo: free Zoom consultations with skin care professionals to help our customers choose suitable products. Initially, we wanted to see if it will simplify selecting and purchasing process for our clients. We kept it simple: 100 video consultations on Zoom, 30 minutes each.

## Please, try again

<figure><img alt="Art' Fact Chatfuel bot" src="https://storage.googleapis.com/chatfuel-cms-staging/pic/original_low_cost_hypothesis_testing_0_44af5447d7/original_low_cost_hypothesis_testing_0_44af5447d7.webp" height="1280" width="1280" blurdataurl="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAQAAAAECAIAAAAmkwkpAAAACXBIWXMAAAsTAAALEwEAmpwYAAAAP0lEQVR4nAE0AMv/AOP//4BifFVoZrnFnQClhnxyYUEACS5gZWMAOhQkhGZMMEtVWISPALLH2pWcrGNygavI1FzxF0g7lvj7AAAAAElFTkSuQmCC" placeholder="blur" srcset="https://storage.googleapis.com/chatfuel-cms-staging/pic/xs_low_cost_hypothesis_testing_0_44af5447d7/xs_low_cost_hypothesis_testing_0_44af5447d7.webp 300w, https://storage.googleapis.com/chatfuel-cms-staging/pic/sm_low_cost_hypothesis_testing_0_44af5447d7/sm_low_cost_hypothesis_testing_0_44af5447d7.webp 768w, https://storage.googleapis.com/chatfuel-cms-staging/pic/md_low_cost_hypothesis_testing_0_44af5447d7/md_low_cost_hypothesis_testing_0_44af5447d7.webp 1280w, https://storage.googleapis.com/chatfuel-cms-staging/pic/lg_low_cost_hypothesis_testing_0_44af5447d7/lg_low_cost_hypothesis_testing_0_44af5447d7.webp 1920w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xl_low_cost_hypothesis_testing_0_44af5447d7/xl_low_cost_hypothesis_testing_0_44af5447d7.webp 1280w"></figure>

I went through several important steps. First, I hired 5 skincare professionals and prepared info cards for each of them. I added qualification and experience details, so clients could learn more about each professional and choose one to consult with. Next, I created a short survey about the skin type and other details to make each consultation more productive and personalized. Finally, I had to find a platform to put everything together.

Like most beauty professionals, I’ve already heard about YClients. So, I decided to go with them. They can schedule Zoom meetings, which was very important for my project. My initial plan was to make an Instagram post with promo details. Then send a Typeform link to people who replied to the post. They would complete a pre-consultation survey and receive a link to YClients. Finally, they would book a meeting with a skincare professional.

I spent several hours setting everything up: profiles, schedules, small pre-consultation survey, then I tried to launch the whole thing. Bam, error message: please try again. It just wouldn’t work. I was bombarding support and nervously explaining the delay to my manager. It was late in the evening when I left the office feeling really hopeless. I spent two weeks trying to get this ship sailing and still didn’t depart.

## Why don’t we make a chatbot?

When I got back home that night, my husband Nick noticed that something was off. He asked me what happened and told him the whole story. Why don’t we make a chatbot? — he said. Nick works at [Chatfuel](https://chatfuel.com), and at first, I thought he was joking. I couldn’t manage a platform made for beginner users, and he was suggesting I make a bot. Why not try? — I thought. So I grabbed a laptop and started building my first bot.

It was important for me to make it so that clients wouldn’t leave Instagram. My bot would DM users who commented on the post with the keyword ‘I want consultation’ and offer them the survey. Clients then can answer the key questions before the consultation. Their answers would be saved to Google Sheets. After this, our customers would choose skincare professionals right in Instagram DMs.

I updated the profile cards with pictures and descriptions. After the survey, clients would receive a link to Calendly and schedule a Zoom meeting. Calendly supports sending follow-ups for both email and SMS. That allowed me to solve another problem. The skin care professionals could now recommend products after the consultation with a couple of clicks. 40 minutes later my bot was ready.

## Here we go

Our marketing team launched an ad campaign and published a post the very next day. And a few days later we got measurable results of my project. Feeling confident, I went to show metrics to our CEO:

-   We raised our outreach and engagement rate. 100 applications made within 2 hours.
-   We tested a hypothesis with relatively low costs and resources involved.
-   86 out of 100 applicants made a purchase right after the consultation.
-   Another 200 users got a discount code.

Participants who didn’t make it on time got a discount code and most likely will use it to make a purchase. After the promo was done, we received tons of messages from people asking when is the next one, which indicates a high engagement rate.

And the setting up process wasn’t as difficult as I thought. You just need to get the main idea of building a bot — add one block after another, connect them, add attractive content, and use the integrations that are useful for you. If you want to see an example before building a brand new one, check out [my bot](https://chatfuel.com/share/?flow=61c2f9c231fd7715e0b4b33b). Feel free to use it as a template.

## Against the odds

When I look back at the path I went through, I feel so proud. I didn’t give up, even though I was so close to doing it. I learned a lot of new things, and I realized that walking a beaten path is not as easy as it seems, and it’s good to venture out. Nowadays it’s very important to think outside the box and try new useful tools.

And a cherry on the top — I got a bonus for my successful project. And I know exactly who’s going to help me celebrate it.

<figure><img alt="" src="https://storage.googleapis.com/chatfuel-cms-staging/pic/original_low_cost_hypothesis_testing_1_5669f65ab8/original_low_cost_hypothesis_testing_1_5669f65ab8.webp" height="1280" width="945" blurdataurl="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAMAAAAECAIAAADETxJQAAAACXBIWXMAAAsTAAALEwEAmpwYAAAAMUlEQVR4nGNoLyutaJ5ZEBnKkJ/iEepoaiMnydAyoWNqS83tozsZfvz+w8vO++3bewA+KhHzBkHU+wAAAABJRU5ErkJggg==" placeholder="blur" srcset="https://storage.googleapis.com/chatfuel-cms-staging/pic/xs_low_cost_hypothesis_testing_1_5669f65ab8/xs_low_cost_hypothesis_testing_1_5669f65ab8.webp 300w, https://storage.googleapis.com/chatfuel-cms-staging/pic/sm_low_cost_hypothesis_testing_1_5669f65ab8/sm_low_cost_hypothesis_testing_1_5669f65ab8.webp 768w, https://storage.googleapis.com/chatfuel-cms-staging/pic/md_low_cost_hypothesis_testing_1_5669f65ab8/md_low_cost_hypothesis_testing_1_5669f65ab8.webp 1280w, https://storage.googleapis.com/chatfuel-cms-staging/pic/lg_low_cost_hypothesis_testing_1_5669f65ab8/lg_low_cost_hypothesis_testing_1_5669f65ab8.webp 1920w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xl_low_cost_hypothesis_testing_1_5669f65ab8/xl_low_cost_hypothesis_testing_1_5669f65ab8.webp 945w"></figure>

Cheers, Mary 🙌

[Sign up with Chatfuel](https://dashboard.chatfuel.com) for free today — no coding skills, previous experience, or credit card required. You can also [use the template](https://chatfuel.com/share/?flow=61c2f9c231fd7715e0b4b33b) Mary used for her bot as your starting ground.

Beauty brand Art & Fact creates an Instagram bot with Chatfuel. It helped them test a hypothesis easily and at a low cost.

Beauty Brand Tests Hypothesis at Almost No Cost

Rome wasn’t built in a day, and neither is customer loyalty. To get customers to stick around, you can invest your time and effort in improving your product and your customer experience.

Great customer service is an extremely valuable tool for building exceptional experience and more loyal customers. That’s why we’ll explain how customer service makes a huge impact on your business and give you concrete ideas for [making improvements](https://chatfuel.com/blog/chatbot-for-customer-service) to your current offerings.

## Customer acquisition vs. customer retention

One of the age-old questions in customer marketing is: should you focus your efforts on customer acquisition or customer retention? There is no “right” answer, but both are important for building a sustainable business.

Acquiring a new customer, although necessary, is five times more expensive than retaining an existing customer. Loyal customers are also more likely to make a purchase from you since they are already familiar with your brand, products, and experience.

So, how do you get customers to keep coming back? Offering great customer service is one of the most powerful ways to retain the customers you’ve worked so hard to acquire.

## What influences customer loyalty?

Customer loyalty is influenced by the perceived value you bring to your customers, brand trust, and customer satisfaction—all of which can be increased through having great customer service.

A reported 96% of customers worldwide say customer service is an important factor in their choice of loyalty to a brand, and the vast majority are willing to spend more if it means receiving great customer service in return.

<figure><img srcset="https://storage.googleapis.com/chatfuel-cms-staging/pic/xs_why_great_customer_service_builds_more_loyal_customers_0_3fa9871d10/xs_why_great_customer_service_builds_more_loyal_customers_0_3fa9871d10.webp 300w, https://storage.googleapis.com/chatfuel-cms-staging/pic/sm_why_great_customer_service_builds_more_loyal_customers_0_3fa9871d10/sm_why_great_customer_service_builds_more_loyal_customers_0_3fa9871d10.webp 768w, https://storage.googleapis.com/chatfuel-cms-staging/pic/md_why_great_customer_service_builds_more_loyal_customers_0_3fa9871d10/md_why_great_customer_service_builds_more_loyal_customers_0_3fa9871d10.webp 1280w, https://storage.googleapis.com/chatfuel-cms-staging/pic/lg_why_great_customer_service_builds_more_loyal_customers_0_3fa9871d10/lg_why_great_customer_service_builds_more_loyal_customers_0_3fa9871d10.webp 1920w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xl_why_great_customer_service_builds_more_loyal_customers_0_3fa9871d10/xl_why_great_customer_service_builds_more_loyal_customers_0_3fa9871d10.webp 2840w" width="4160" height="2336" src="https://storage.googleapis.com/chatfuel-cms-staging/pic/original_why_great_customer_service_builds_more_loyal_customers_0_3fa9871d10/original_why_great_customer_service_builds_more_loyal_customers_0_3fa9871d10.webp" alt=""><figcaption>When asking consumers what impacts their level of trust with a company, offering excellent customer service ranked <strong>number one</strong>.</figcaption></figure>

## How loyalty is built with customer service

A great customer service strategy, at its core, means having a consistent game plan for addressing all types of customer questions and feedback.

If you can deliver answers quickly, efficiently, and politely, your customers will be much more likely to return.  To improve your strategy, here are a few key areas you should evaluate:

### Through your onboarding process

Whether your onboarding process is human-led or automated, it’s a critical part of [building customer loyalty](https://chatfuel.com/blog/customer-loyalty-chatbot). Onboarding is one of the first interactions your customers have with your company, so it’s extra important to make sure they have a positive experience. If you have a self-guided onboarding process, give your customers opportunities to seek more information whenever possible.

### Through self-servicing options

If your product or service is complex enough to require more detailed tutorials, it’s a smart idea to build out a knowledge base or support center. Your knowledge base can contain in-depth articles on product features or short, [easy-to-read FAQs.](https://www.youtube.com/watch?v=A499Eeq9Lq8) The easier it is for your customers to find the answers they need, the better.

### Through agent-assisted support

Your agents may be responsible for chatting with customers through several different channels, including phone, online chat, email, and social media. High levels of customer retention stem from consistent and compassionate service.

Train your agents and check-in with them regularly to ensure they are handling customer interactions with the same level of excellence across the board. Go for meaningful conversations, rather than just closing as many tickets as possible.

### Through feedback implementation

Evaluating your strategy and performance to make your service even better is always a good idea. You should be examining feedback from your customer service team as well as your customers. Ask customers how they feel about your service via feedback surveys on social media or email.

Similarly, survey your team members to identify strengths and pain points in your current strategy. These are just a few of the many proponents of implementing a successful customer feedback loop.

## 4 parts of customer service you can automate

Good customer service doesn’t necessarily have to be entirely human-powered. Your customer service strategy may actually benefit from being partially automated.

If you want to provide round-the-clock, consistent service and let your agents handle more complex cases, here are a few areas of customer service that may be worth automating.

<figure><img srcset="https://storage.googleapis.com/chatfuel-cms-staging/pic/xs_why_great_customer_service_builds_more_loyal_customers_1_c07332d5f9/xs_why_great_customer_service_builds_more_loyal_customers_1_c07332d5f9.webp 300w, https://storage.googleapis.com/chatfuel-cms-staging/pic/sm_why_great_customer_service_builds_more_loyal_customers_1_c07332d5f9/sm_why_great_customer_service_builds_more_loyal_customers_1_c07332d5f9.webp 768w, https://storage.googleapis.com/chatfuel-cms-staging/pic/md_why_great_customer_service_builds_more_loyal_customers_1_c07332d5f9/md_why_great_customer_service_builds_more_loyal_customers_1_c07332d5f9.webp 1280w, https://storage.googleapis.com/chatfuel-cms-staging/pic/lg_why_great_customer_service_builds_more_loyal_customers_1_c07332d5f9/lg_why_great_customer_service_builds_more_loyal_customers_1_c07332d5f9.webp 1920w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xl_why_great_customer_service_builds_more_loyal_customers_1_c07332d5f9/xl_why_great_customer_service_builds_more_loyal_customers_1_c07332d5f9.webp 2840w" width="4160" height="2336" src="https://storage.googleapis.com/chatfuel-cms-staging/pic/original_why_great_customer_service_builds_more_loyal_customers_1_c07332d5f9/original_why_great_customer_service_builds_more_loyal_customers_1_c07332d5f9.webp" alt=""><figcaption>Automating services is made easy with chatbots</figcaption></figure>

### 1\. Your onboarding

An [automated onboarding flow](https://chatfuel.com/blog/onboarding-chatbot) lets your customers get situated with your product or service at their own pace.

For example, you can use a chatbot to create automated flows that are as simple or complex as you’d like. A chatbot can walk your customers through a proper onboarding checklist, recommend related tutorials or videos from your support center, or guide them through certain features in more detail based on how they interact.

### 2\. Frequently asked questions (FAQs)

If you have a running list of the questions your agents get asked the most often, you can save a lot of time and effort by integrating them into a chatbot. Once it’s been programmed, a bot can anticipate what your customers are looking or asking for, and deliver those answers quickly.

<div class="iframe-wrapper" width="100%" height="250px"><iframe src="https://www.youtube.com/embed/A499Eeq9Lq8" frameborder="0" allowfullscreen="false" width="640" height="480"></iframe></div>

### 3\. Advanced routing to the right teams

When phone calls can’t be routed to the intended recipient, it creates a frustrating experience for both you and your customers. Call routing is a great tactic to ensure that customers who reach your business by phone will be able to speak with the person or department that can provide the help they need.

With routing, customers will hear a list of departments they can speak with and the action required to connect, i.e. press “1” to speak with the billing department, press “2” to speak with customer support, and so on.

In addition to connecting customers with the right people, automated redirections of calls also reduce wait times and can give you the option to forward calls to a partner or outside firm when you’re unavailable. Given these benefits, it’s no surprise that call routing is a proven way to boost your customer satisfaction ratings.

### 4\. Keeping databases

Detailed database-keeping is essential for providing exceptional service. A Customer Relationship Management system (CRM) that integrates with your communication channels (phone calls, texts, emails, chatbots, etc.) will help your customer service team capture notes and information about customer interactions. You can then refer back to this data to make more informed decisions to increase customer loyalty.

## Investing in loyalty pays off in the long run

Building up your customer service strategy to increase customer loyalty can help you cut costs and generate more revenue. A loyal customer is easier to sell to, cheaper to maintain, and tends to spend more on new purchases. They’re also more likely to recommend you to others, making them one of the most valuable acquisition tools. Customer service has immense benefits for your bottom line and is a powerful way to set yourself apart from others.

To get customers to stick around, you can invest your time and effort in improving your product and your customer experience.

Why great customer service builds more loyal customers

‍**The challenge:** A clothing brand from Cleveland wanted to acquire new customers ‍ ‍**The outcome:** They increased the conversion rate by 22% in one campaign and generated $1,075 in another one in 15 hours

## ILTHY brand

Cleveland natives Kumar Arora and Glen Infante teamed up in 2011 to create ILTHY (I love the hype). In the last ten years the duo launched distinctive products and joined forces with a wide range of collaborators including Lebron James, Nike, Machine Gun Kelly, Cleveland Cavaliers, and more.

The company sells various apparel including shirts, bottoms, hats and accessories.

<figure><img srcset="https://storage.googleapis.com/chatfuel-cms-staging/pic/xs_fashion_brand_ilthy_ai_chatbot_instagram_automation_0_040a5bb835/xs_fashion_brand_ilthy_ai_chatbot_instagram_automation_0_040a5bb835.webp 300w, https://storage.googleapis.com/chatfuel-cms-staging/pic/sm_fashion_brand_ilthy_ai_chatbot_instagram_automation_0_040a5bb835/sm_fashion_brand_ilthy_ai_chatbot_instagram_automation_0_040a5bb835.webp 768w, https://storage.googleapis.com/chatfuel-cms-staging/pic/md_fashion_brand_ilthy_ai_chatbot_instagram_automation_0_040a5bb835/md_fashion_brand_ilthy_ai_chatbot_instagram_automation_0_040a5bb835.webp 1280w, https://storage.googleapis.com/chatfuel-cms-staging/pic/lg_fashion_brand_ilthy_ai_chatbot_instagram_automation_0_040a5bb835/lg_fashion_brand_ilthy_ai_chatbot_instagram_automation_0_040a5bb835.webp 1920w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xl_fashion_brand_ilthy_ai_chatbot_instagram_automation_0_040a5bb835/xl_fashion_brand_ilthy_ai_chatbot_instagram_automation_0_040a5bb835.webp 2840w" width="4160" height="2336" src="https://storage.googleapis.com/chatfuel-cms-staging/pic/original_fashion_brand_ilthy_ai_chatbot_instagram_automation_0_040a5bb835/original_fashion_brand_ilthy_ai_chatbot_instagram_automation_0_040a5bb835.webp" alt="ILTHY Chatbot example"><figcaption></figcaption></figure>

ILTHY was looking to expand their reach and promote their creative venture, ultimately getting more customers. Kumar set a goal of driving sales to see how much time he can actually save with Instagram automation. They decided to try to engage new customers by giving them a 10% off gift card.

> “The idea was, if we could get 50-100 people to use the discount code on Instagram, it would clearly demonstrate that there is a demand. The next thing for us then would be to spend more time experimenting with the possibilities that chatbot automation provides.”, says Kumar.

The company had no previous experience with the no-code approach, but was open enough to embrace it.

The ILTHY team settled down on launching two campaigns. A one month campaign to see how much client engagement and sales they could generate long term. The second, Memorial Day campaign aimed to show just what they could do with a chatbot solution in under 24 hours.

After going through several ideas, Kumar decided to keep it simple. One word. DMs. Well, two words. Direct messages are one of the top ways customers contact stores and business owners. Add a no-code bot to your Instagram store and you’ve got yourself instant replies to customers 24/7.

> “I was initially concerned that I’d be too confused with chatbot building. JSON, integrations and other technical stuff kind of scared me for a second. I quickly went through the basics like collecting user emails or phones and right off the bat was able to build my first chatbot.”, says Kumar.

## How it works

A customer DMs the company’s Instagram page after seeing a promocode in their bio. Then they send a direct message with a specific keyword to the company’s Instagram. For their first campaign ILTHY used a promocode 'TRYME'. A customer then enters their name, email and phone number and instantly gets a unique 10% off gift card.

On ILTHY’s side, they had to make sure they could set up a system to check if a person sending their data is not already in their Shopify customer list. Here’s how it happens. The bot receives the customer name, email and number then “asks” Shopify using API if such customer is already in its database. Only if the answer is no, the customer gets a unique 10% gift card.

## Results

<figure><img srcset="https://storage.googleapis.com/chatfuel-cms-staging/pic/xs_fashion_brand_ilthy_ai_chatbot_instagram_automation_1_4ea1356ee5/xs_fashion_brand_ilthy_ai_chatbot_instagram_automation_1_4ea1356ee5.webp 300w, https://storage.googleapis.com/chatfuel-cms-staging/pic/sm_fashion_brand_ilthy_ai_chatbot_instagram_automation_1_4ea1356ee5/sm_fashion_brand_ilthy_ai_chatbot_instagram_automation_1_4ea1356ee5.webp 768w, https://storage.googleapis.com/chatfuel-cms-staging/pic/md_fashion_brand_ilthy_ai_chatbot_instagram_automation_1_4ea1356ee5/md_fashion_brand_ilthy_ai_chatbot_instagram_automation_1_4ea1356ee5.webp 1280w, https://storage.googleapis.com/chatfuel-cms-staging/pic/lg_fashion_brand_ilthy_ai_chatbot_instagram_automation_1_4ea1356ee5/lg_fashion_brand_ilthy_ai_chatbot_instagram_automation_1_4ea1356ee5.webp 1920w, https://storage.googleapis.com/chatfuel-cms-staging/pic/xl_fashion_brand_ilthy_ai_chatbot_instagram_automation_1_4ea1356ee5/xl_fashion_brand_ilthy_ai_chatbot_instagram_automation_1_4ea1356ee5.webp 2840w" width="4160" height="816" src="https://storage.googleapis.com/chatfuel-cms-staging/pic/original_fashion_brand_ilthy_ai_chatbot_instagram_automation_1_4ea1356ee5/original_fashion_brand_ilthy_ai_chatbot_instagram_automation_1_4ea1356ee5.webp" alt="Results with a chatbot"><figcaption></figcaption></figure>

For their first monthly campaign ILTHY was able to **increase the conversion rate by 22%**, **generating $2,303 in total sales**. 197 customers engaged with their bot resulting in **43 completed orders** with an average order value of $53.

Their second Memorial Day campaign was even more impressive. In just **15 hours**, they were able to generate **$1,075 in sales** after 60 people engaged with the bot.

## Conclusion

Launching an Instagram campaign might look like a daunting task, but with the clear plan and the right tools it has never been easier. Staying ahead of competition is a top priority in a modern business environment. ILTHY saw value in utilizing chatbots which in turn increased their sales and expanded their customer base.

If you liked this, read about how a customer service automation [slashed HelloFresh response time](https://chatfuel.com/blog/hellofresh-reduces-support-wait-times-with-chatfuel-messenger-bot) by 76%. Or see how you can increase sales by improving customer journey with a bot.

Looking for even more advice and inspiration? Join our [Facebook community](https://www.facebook.com/groups/chatfuel).

The art and apparel company ILTHY increases revenue by using Instagram Automation. ‍The challenge: A clothing brand from Cleveland wanted to acquire new.