Thanks to all who participated in the ManageFlitter #SocialROI Twitter Chat on Tuesday, 27th November 2018.
Details of our next Twitter Chat:
Click here for more information about our Twitter Chats.
Below is a curated version of the Twitter Chat with Paul Ince.
From ManageFlitter's Design Lead, Kate Frappell:
- What is Conversational Marketing?
- What type of businesses can use chatbots and when is the best time to use one?
- Apart from fast response times, what are some other benefits of using chatbots?
- What are the risks of using chatbots for customer support?
- How can a business encourage their customers to interact with their chatbot?
- What are the best Conversational Marketing tools?
- How can a business scale Conversational Marketing?
Design Lead Answers
Aa) Brands that are using chatbots effectively to pre-qualify leads are definitely setting themselves apart. They are saving company time and still engaging with every single customer. A good example of a bot that does this is @roof_ai. #SocialROI— Kate Frappell 🌻 (@katefrappell) November 27, 2018
Ab) Other brands are using conversational marketing to save the customer time. @spring is a good example of this. It helps you shop online by filtering your results and displaying only what you are shopping for. #SocialROI— Kate Frappell 🌻 (@katefrappell) November 27, 2018
Ac) A final example is @dominos. Their ‘Anyware’ software minimises the friction when ordering a pizza by allowing customers to place orders via text, voice, Slack bot, Messenger Bot, Smart Watch or even by tweeting them a pizza emoji! 🍕 #SocialROI— Kate Frappell 🌻 (@katefrappell) November 27, 2018
A1. For me, conversational marketing is simply the idea that people like to have some kind of interaction with a business before taking the decision to purchase something. This type of marketing is two-way and interactive. #SocialROI— BizPaul 📣 (@BizPaul) November 27, 2018
So true! We all need to feel that we know you and trust you, before we invest in you. Without building trust first, it is hard to sell. #SocialROI— Ai Addyson-Zhang, Ph.D Digital Learning Consultant (@aiaddysonzhang) November 27, 2018
Consumers need to build trust with brands. How can they do that? With relationships! That starts with interactions. #socialroi— Katelyn Brower 🌟 (@BrowerKDnB) November 27, 2018
A2. Any type of business can use a chatbot, but understanding the purpose of a chatbot for your business is the crucial part. It could be to field enquiries, guide people to a relevant part of a website or to actually buy something. #SocialROI https://t.co/6fqRqvkUDB— BizPaul 📣 (@BizPaul) November 27, 2018
A3. The ability to answer a standard or simple question is immense, but the potential to free up human resources to focus on more urgent, serious issues that NEED a real person is the biggest benefit IMO. #SocialROI https://t.co/7i9L8NWc7f— BizPaul 📣 (@BizPaul) November 27, 2018
Agreed, Paul! i used to be against automation like using a chatbot. but, when implemented right, can save lots of time and $. #SocialROI— Ai Addyson-Zhang, Ph.D Digital Learning Consultant (@aiaddysonzhang) November 27, 2018
Kinda like how ATMs revolutionized what bank tellers do. #SocialROI— Dale Chu (@Dale_Chu) November 27, 2018
A4. Well, there’s the obvious never-ending loop scenario – really frustrating for the customer and does huge damage for bot reputations. But the design is critical. You need to design exit points so real people handle the support when it’s serious. Also, no empathy. #SocialROI— BizPaul 📣 (@BizPaul) November 27, 2018
No empathy ... yet. The machines are getting smarter and smarter. I’m sure @dgingiss would echo the idea that sooner rather than later, you’ll find even more sympathy from the bots than you will from a human. #SocialROI— Chris Strub (@ChrisStrub) November 27, 2018
But questions like "why is the red light blinking on my new toaster" don't really need empathy. #SocialROI— Tim Lewis @ Stoneham Press (@StonehamPress) November 27, 2018
A5. Like any process, you have to train your customers. What is it for? What can it do and what are its limitations? Explain it clearly and people will have decent expectation. #SocialROI https://t.co/Fz9qewzVfG— BizPaul 📣 (@BizPaul) November 27, 2018
Right (about training)...You have to prove to the customer that it adds value to their experience. #socialroi— Jennifer 🌀 Bluespin Web (@bluespinweb) November 27, 2018
A6. Personally, I ❤️ @Chatfuel slightly more than @ManyChatHQ but both are terrific ways of getting into bots. Also look at @Landbot_io if you don’t want a social based bot. All are easy to use. The best conversational marketing tool, though, is you. #SocialROI https://t.co/7nxxzEQSNv— BizPaul 📣 (@BizPaul) November 27, 2018
Completely agreed, Sarah! The best tool is YOU! so true. Paul. Thank you. #SocialROI— Ai Addyson-Zhang, Ph.D Digital Learning Consultant (@aiaddysonzhang) November 27, 2018
Tips always welcome! What can we do to improve your experience building a bot with @ManyChatHQ?— ManyChat (@ManyChatHQ) November 27, 2018
Excellent advice! With time, a business could add on more to their chatbot and make it more advanced, but a strong foundation to build off of will always be important. #SocialROI— Pearl Morbs (@PearlMorbs) November 27, 2018
We hope the above has provided some useful information.
Join our next #SocialROI Chat next week on
Tuesday, 4th December 2018, 5.00pm EST.