Thanks to all who participated in the ManageFlitter #SocialROI Twitter Chat on Tuesday, 18th September 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 Samantha Kelly.
From ManageFlitter's Design Lead, Kate Frappell:
- What is Messenger Marketing & why is it important?
- What are the top 5 messenger apps you would recommend, that provide a seamless user experience?
- How can a business grow with Messenger Marketing?
- Name 3 vital things a business owner should include in their Messenger Marketing strategy?
- What tools should strategists use in their Messenger Marketing campaigns?
- What are the advantages of using chatbots vs email autoresponders?
- We all know how much first impressions matter. What should a business include in their welcome message?
Design Lead Answers
Aa) At ManageFlitter we would consider using a Chatbot to answer frequently asked questions and refer customers to relevant articles on our blog. #SocialROI— Kate Frappell 🌻 (@katefrappell) September 18, 2018
Ab) Sometimes a human connection is best though; especially when dealing with account-specific issues. For this reason, we would still want to provide customers with a clear way to contact our Support team. #SocialROI— Kate Frappell 🌻 (@katefrappell) September 18, 2018
Ac) However, despite how tempting it is to dabble with AI, a Chatbot is not high on our priority list at the moment. We are busy working on many new initiatives, such as @ManageSocial, which we are dedicated to getting done well. #SocialROI— Kate Frappell 🌻 (@katefrappell) September 18, 2018
A1.1: Messenger Marketing is any activity that leverages messaging apps with the purpose of growing your business. You can think of it as the next big thing that has come to replace email marketing. #SocialROI— ManyChat (@ManyChatHQ) September 18, 2018
A1.2: It's hard to believe right now, but the future is pretty clear – consumers already use messaging apps as their primary communication channel and, and businesses are starting to follow. #SocialROI— ManyChat (@ManyChatHQ) September 18, 2018
A1.3: Just to give you a perspective, ManyChat poweres over 400'000 businesses on Messenger that are connected to 160 million subscribers. We are sending over 3 billion messages every month. And all of that in just ~2 years. #SocialROI— ManyChat (@ManyChatHQ) September 18, 2018
A1.Messenger mktg is a way to communicate more directly with the user. Done poorly, it feels like a spammy robot; done well, it enables users to access things more expediently and in a more personalized way than if they had to wait for a human or make the first move.#SocialROI https://t.co/gYFCNIDbJp— 𝐜𝐡𝐫𝐢𝐬𝐭𝐢𝐧𝐞 𝐠𝐫𝐢𝐭𝐦𝐨𝐧✨#MarketEdLive (@cgritmon) September 18, 2018
A1. Messaging is connecting one to one in a closed setting. Instead of broadcasting to the world, brands and individuals can focus on specific conversations to help formulate more personalized connections. #socialroi https://t.co/YrSvgSqU0C— Karen Freberg, PhD • #SMprof • Author • Consultant (@kfreberg) September 18, 2018
A2.1: Facebook Messenger, WhatsApp, iMessage, Telegram, and we are hoping for the soon rollout of the Google's RCS technology that is basically the next generation of SMS with all the great features of the modern messaging apps. #SocialROI— ManyChat (@ManyChatHQ) September 18, 2018
A2.2: Btw, all these apps have an open API which means that businesses will soon be able to use them to connect with their customers to do marketing, sales, and support. #SocialROI— ManyChat (@ManyChatHQ) September 18, 2018
A2) Facebook Messenger is by far my preferred messenger app. The possibilities are evident too - I remember at #SMMW17 somebody was discussing how Estee Lauder are using AR + Messenger bots to help customers ‘try on’ lipstick colours. This changed the ball game for me. #SocialROI— Kate Frappell 🌻 (@katefrappell) September 18, 2018
A3.1: You should be able to use existing strategies to grow your email list or social followers, and apply it to building a Messenger subscriber base. The reason you want to drive people to Messenger and not other channels is that you get 10x engagement rates. #SocialROI— ManyChat (@ManyChatHQ) September 18, 2018
A3. Well, the way I'm hoping it will grow MY business (as I dip my toe in) is to engage curious parties in a relevant conversational thread that will guide them to their needs in a more expedient way than simply lurking and trying to figure it out themselves would have.#SocialROI https://t.co/CtLyI3oNaA— 𝐜𝐡𝐫𝐢𝐬𝐭𝐢𝐧𝐞 𝐠𝐫𝐢𝐭𝐦𝐨𝐧✨#MarketEdLive (@cgritmon) September 18, 2018
A3. I'm guessing much in the same way as a business would grow with email: messages can be much more targeted and relevant for each person. I can see conversations will grow and relationships develop with messaging #socialROI— Virtuoso Assistant #MarketEdLive 📩 🎨 (@VirtuosoAssist) September 18, 2018
Q4.1: All strategy advice should be based on the business' goals. But if I had to give advice on where to start – (1) connect your Facebook Page to ManyChat; (2) start growing your Messenger subscribers; (3) do Messenger broadcasts. And then... #SocialROI— ManyChat (@ManyChatHQ) September 18, 2018
Q4.2: ... start figuring out more sophisticated Messenger automation strategies. The number #1 mistake users make – they try to build something very complex instead of taking it one step at a time. #SocialROI— ManyChat (@ManyChatHQ) September 18, 2018
A4) In regards to a bot:— Kate Frappell 🌻 (@katefrappell) September 18, 2018
1. Feed the bot with useful & clear information.
2. The next step - a simple way for customers to contact you if the bot fails to answer their questions.
3. A way to monitor and analyse the performance of the bot. #SocialROI
A4 Marketing strategies should take into account the business' goals, vision and key messages. That collection promotes a consistent appearance via any means. #SocialROI— Linthicum Lions (@LinthicumLions) September 18, 2018
A5.1: This will sound self-serving, but we've tried to include everything that a marketer would need to leverage Messenger successfully. #SocialROI— ManyChat (@ManyChatHQ) September 18, 2018
A5.2: From slide-ins to covert your website traffic into Messenger subscribers, to integration with Facebook Ads, to the actual automation flow builder, to a native Live Chat, so that you can hand-off the conversation to a real human when needed. #SocialROI— ManyChat (@ManyChatHQ) September 18, 2018
A6.1: As I've mentioned the most obvious would be the engagement rates. Email has 20% open rate, Messenger is 80%. Email has 2% CTRs, Messenger is 20%. #SocialROI— ManyChat (@ManyChatHQ) September 18, 2018
A6.2: Another advantage is speed. On email you get 50% of your engagement in the first 24 hours. On Messenger you get 50% of engagement in the first hour. And don't get me started on interactivity, fun, built-in payment features, etc. #SocialROI— ManyChat (@ManyChatHQ) September 18, 2018
A6— Ai Addyson-Zhang, Ph.D Digital Learning Consultant (@aiaddysonzhang) September 18, 2018
- Let's face it, both are automated.
- However, chatbots happen in a much less crowded space & more easily to get people's attention
- chatbots fit our on-the-go lifestyle a lot more. i can do videos, audio, gifs, emojis, easily. short & sweet
A7.1: I think every business has it's own voice, so, first of all, I would make sure that the welcome message stays true to that. #SocialROI— ManyChat (@ManyChatHQ) September 18, 2018
A7.2: Second, it never hurts to be friendly, polite, and a bit fun. This is a conversation, after all, so feel free to use emojis, GIFs and short sentences. #SocialROI— ManyChat (@ManyChatHQ) September 18, 2018
A7.3: Third, I would ask the person what are they looking for and give them an option to select the next step from a list. So if you are a restaurant, I would ask: "How can we help you?" and give options to check the menu, hours, address, and book a table. #SocialROI— ManyChat (@ManyChatHQ) September 18, 2018
A7. I love this quote from Maya Angelou which I think is relevant -— Virtuoso Assistant #MarketEdLive 📩 🎨 (@VirtuosoAssist) September 18, 2018
"People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
Make your customer feel special. #SocialROI
a7 "hello, joana" - it's really important to read our name on the welcoming message.— Joana Rita Sousa 🦄 💩💎 (@JoanaRSSousa) September 18, 2018
also, message must say that we're there to help, to answer questions. #socialroi
We hope the above has provided some useful information.
Join our next #SocialROI Chat next week on
Tuesday, 25th September 2018, 5.00pm EST.