Directly vs. ManyChat

It is well suited for customer experience service management but, it should focus more on a support system.

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I found that ManyChat is a strong tool when receiving incoming messages, being able to create a tree of potential responses based on options given to the initiator. There is also a huge potential for complex automation (as long as the environment required by Facebook in order to send outgoing messages is maintained).

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• customer messaging management
• IVR
• Branding

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• Collect email and phone number easily
• provide 24/7 customer support to your customers
• More than one ways for people to opt into your bot
• great way to provide offers and sales to your subscribers via messenger
• Great to build a relationship with your followers on Instagram

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• support
• moderation
• termination process

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• Honestly, the only thing I don't like about ManyChat is their support. It seems to be almost non existent. However, that concern is negated by having a fantastic user base that helps each other out on Facebook.

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ManyChat is a great tool, provides loads of features, integrations and just saves you a whole load of time once all set up. If you aren't tech-savvy or used to how digital marketing tools work, it can appear complicated. That's how I felt initially 2 years ago, and after watching tutorials online I had a better understanding of it. This is why I rated it a 7, as it's not a tool that you can just play around with and guess how it works. There's definitely a learning curve with it so I recommend doing the free training and watching video tutorials.

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There is room for improvement but frankly, we haven't had the need to request for support. Everything is pretty easy to setup and there are very useful video explanation guides and walkthroughs on ManyChat's YouTube channel. The only challenge we have had was to integrate it with Zapier, it's a bit tricky because you need to do a setup workaround first, but nothing too complicated.

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Directly is more user-friendly and provides an easy interface. It's help desk software and chat support is very interactive

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I've worked in the past with Chatfuel. However, I decided to switch to ManyChat due to a variety of reasons. Overall, ManyChat offers much more functionality out of the box (e.g., Facebook comments tool), sequence builders are much more intuitive. Also, they provide flexible pay as you go pricing plan, which is perfect for a startup like us.

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• increased branding
• increased numbers of customer
• increased customer loyalty

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• For the intended application, we experienced a negative ROI due to the inconsistency in the ability to maintain the automation without incoming responses. Since it is a free service that was meant to lead to paid services organically, the inconsistencies prevented the desired outcome.
• We did experience a higher conversion rate with basic incoming messages with questions about services or products due to the ability to have pre-created responses and direction immediately supporting the prospect.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info