Facebook chatbots are becoming an increasingly important aspect of how customer service is managed. Global research firm Gartner predicts that chatbots will power 85% of customer service interactions by 2020, while 80% of businesses say they currently use or are planning to use chatbots. So, what is a chatbot? A chatbot is an automated chat program that sits on your website or a messaging service like Facebook Messenger and interacts with your customers to answer their questions and help them with requests. Facebook Messenger chatbots can make a huge difference to small businesses, so read through our guide and get started with one of your own.