Using Chatbots As Part of Your Social Strategy with Kelly Mirabella
#TwitterSmarter Chat Recap: 7-19-18
Here’s a recap of our fave tweets from this week’s informative and insightful chat. We’d love to hear from you! Please feel free to comment below and share your two cents on these questions.
This week’s #TwitterSmarter chat assignment from @Stellar247 & @shewakeboards aka #ChatBotBabes:
✔️ Start small with chatbots
✔️ Keep it simple
✔️ Think of the end userCheck out:https://t.co/JYgWmgg17H#TwitterSmarterAssignment
See next tweet for video recap ??? pic.twitter.com/AewsSo6CfB
— Madalyn Sklar ? Digital Marketing Coach (@MadalynSklar) July 20, 2018
Watch the #TwitterSmarter “after” chat replay:https://t.co/e06BzzW1nE
And be sure to catch the #TwitterSmarterAssignment. Go to the 26:30 mark in the video to hear @Stellar247 & @shewakeboards share this week’s assignment. pic.twitter.com/tatWqjaVKo
— Madalyn Sklar ? Digital Marketing Coach (@MadalynSklar) July 20, 2018
Please welcome our guest Kelly Mirabella @Stellar247. Topic: Using Chatbots As Part of Your Social Strategy #TwitterSmarter pic.twitter.com/UmwyqwJ8HL
— Madalyn Sklar ? Digital Marketing Coach (@MadalynSklar) July 19, 2018
Ask @hootsuite:
We invited our friends from Hootsuite to come on the chat and kick it off by answering one pressing question about Twitter marketing.
Ask @hootsuite: How NOT to use GIFs on Twitter? #TwitterSmarter pic.twitter.com/7tlACsFxIb
— Madalyn Sklar ? Digital Marketing Coach (@MadalynSklar) July 19, 2018
1|2 While GIFs are engaging and fun – they can go wrong quickly and can do real damage to your brand’s reputation.
Ask yourself what is happening before you send the GIF. If you aren’t 100% on what the context of a GIF is, don’t use it #TwitterSmarter pic.twitter.com/z4l14uXdu2
— Hootsuite (@hootsuite) July 19, 2018
2|2 Two more things to avoid when sharing GIFs:
– Being too casual (when a brand gets too meme-y it can look like this GIF…)
– Posting overly branded GIFs (Keep GIFs fun, try not to smother your GIF in logos or trademarks)#TwitterSmarter pic.twitter.com/VXt8gUFxq4— Hootsuite (@hootsuite) July 19, 2018
#TwitterSmarter Chat
Q1: What is the value of using social media chatbots for business? #TwitterSmarter pic.twitter.com/dTqXp2MBgk
— Madalyn Sklar ? Digital Marketing Coach (@MadalynSklar) July 19, 2018
A1: There are so many amazing things you can use chatbots for. From Customer service and lead generation to sales and community building! But at the end of the day, it can save a company time and resources as well as eliminate some frustrations for customers. #TwitterSmarter https://t.co/dYBsBHkcCS
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A1 Part 2: I also think it is great for getting your content in front of people, engaging an audience and building an active community of raving fans. #TwitterSmarter
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A1. 24/7 care and support! It’s more cost effective than paying for round the clock support (we all need sleep!), and you can report on activity more effectively. #TwitterSmarter pic.twitter.com/V63bAkT3ec
— Lisa ???I like big gifs & I cannot lie (@lisaboylesmedia) July 19, 2018
A1: You can build a tribe of ENGAGED users by delivering consistent VALUE ?using #chatbots for delivery #Twittersmarter
— Amanda Robinson ? #RoadToSocial (@shewakeboards) July 19, 2018
A1: They’ll be around for support when the real support folk need a break. #TwitterSmarter
— Narmadhaa (@s_narmadhaa) July 19, 2018
A1: Chatbots provide value in the customer service sector. They provide fast and convenient service which in turn, boosts UX! #TwitterSmarter
— Tamara (@itstamaragt) July 19, 2018
A1 Customer service elevated to 100%. #TwitterSmarter
— Maiten Panella (@MaitenPanella) July 19, 2018
A1: When you’re not managing your page in real time, the chatbots can take over. They will ensure your followers are not left without a reply until you’re able to log back on. #TwitterSmarter
— A. Bright Idea (@aBrightIdea96) July 19, 2018
A1: Chatbots fulfill the immediate needs of the consumer. They are a good supplemental resource to lean on. #twittersmarter
— Maria Marchewka (@_MariaMarchewka) July 19, 2018
A1 One of the advantages I see for biz using chatbots is to provide quick answers in an emergency and some sort of after-hours info & data if needed. So in a way it's about being fast, effective in #custserv#twittersmarter https://t.co/I0gnc46qv9
— Zala Bricelj (@ZalkaB) July 19, 2018
A1. 24/7 care and support! It’s more cost effective than paying for round the clock support (we all need sleep!), and you can report on activity more effectively. #TwitterSmarter pic.twitter.com/6j0RTwx2rZ RT https://t.co/PdHRVoTJRX
— Kathaperumal (@kathaperumal) July 19, 2018
Q2: What steps do we need to take when getting started with chatbots? #TwitterSmarter pic.twitter.com/qaQKUBaplq
— Madalyn Sklar ? Digital Marketing Coach (@MadalynSklar) July 19, 2018
A2 (1/2): The first thing to consider is what is your end goal? What problems can you solve with your chatbot? Also, WHERE do you want to have a chatbot? (You can do more than one but start in one place). #TwitterSmarter https://t.co/o0ANKIV026
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A2 (2/2) Some hot spots: Facebook, Twitter, SMS, Website etc. Once you know that you can build a valuable chatbot that people will use. #TwitterSmarter
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A2: Step 1 – it's not about you. It's about the user engaging with you & your bot. Build a plan that serves THEIR needs #TwitterSmarter
— Amanda Robinson ? #RoadToSocial (@shewakeboards) July 19, 2018
A2: Keep your #Chatbots simple. Don't go in trying to build the biggest & most bada$$ flow. Simple gets better results. #TwitterSmarter
— Amanda Robinson ? #RoadToSocial (@shewakeboards) July 19, 2018
#TwitterSmarter A2. Make enough tests to verify the functionality of chat bots
— Ignacio Martínez (@i_mtza) July 19, 2018
A2: Identifying how involved chat bots are going to be in the customer acquisition process. Or the support system. Knowing where and how to deploy chatbots is essential. #TwitterSmarter
— Narmadhaa (@s_narmadhaa) July 19, 2018
A2: Figure out what your bot is going to do and DON’T over do it. Make it great at a couple things not just kind of good at a lot.
Also, you’re never done adjusting answers and shifting options!#TwitterSmarter https://t.co/nPQdLlclcc— Jeff Higgins Is Not The Awesome Storm Chaser Guy (@ItsJeffHiggins) July 19, 2018
A2: What are your objectives for getting a #chatbot and what is the end goal? #TwitterSmarter
— Social Sense Media (@SocialSenseMedi) July 19, 2018
A2: Ask yourself a few questions. Can you confidently integrate them? Where will you integrate them? How will they improve overall UX and customer service? #twittersmarter
— Tamara (@itstamaragt) July 19, 2018
A2. Never use chat bots to replace REAL human engagement! Learn from what’s not working regularly too. #TwitterSmarter pic.twitter.com/gfz8dHOKBn
— Lisa ???I like big gifs & I cannot lie (@lisaboylesmedia) July 19, 2018
Q3: How do we decide which platform to choose in leveraging chatbots? #TwitterSmarter pic.twitter.com/QSDHdZm9Fg
— Madalyn Sklar ? Digital Marketing Coach (@MadalynSklar) July 19, 2018
A3 1of 2: Chatbots can be hosted on Facebook, Twitter, sms and even voice command platforms like Alexa & Google. However, once you know which platform you want to use, you can choose the right tool. #TwitterSmarter https://t.co/cBJfrF9HAS
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A3 part 2: For example, if you choose Facebook I would suggest tools like @Manychathg and @chatfuel which allow you to build chatbots without any coding skills. I personally use ManyChat. #TwitterSmarter
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A3 part 3: For Twitter I am looking into Proxima Iris but I know @SproutSocial also offers a Twitter chatbot tool. The key is to TEST and figure out what works best for you! #twittersmarter
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
I chose @ManyChatHQ because I am VERY visual and I like their builder better. It is dead easy to use and they keep bringing more features to the table. PLUS it's free to start and the premium starts at only $10. #twittersmarter https://t.co/4uXCmhpTnF
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
I got your back! Check out my chatbot tutorials at https://t.co/uEmo2xQ4eV and my Facebook group at https://t.co/dCmZrUOh1d
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A3: Implement them on the platform where you get the most messages. That way, you know that no matter the time of the day, the consumer in some capacity is making contact with a “rep” from your brand. #Twittersmarter
— Maria Marchewka (@_MariaMarchewka) July 19, 2018
A3: We see #chatbots used on conversational platforms the most such as Twitter and Facebook. #TwitterSmarter
— A. Bright Idea (@aBrightIdea96) July 19, 2018
A3: By finding out where they will have the most impact. A bot on Facebook won’t be of much help if most customers take to live chat on the website. #TwitterSmarter
— Narmadhaa (@s_narmadhaa) July 19, 2018
A3- A3- you may think you know and try to decide before using each. In my opinion, try and then use. #twittersmarter #socialmedia #chatbots pic.twitter.com/oKVoYOOwll
— Peter Bartell (@bartellpeter) July 19, 2018
A3. Go where private messages are used most frequently by your own customers. If they message you most often on Facebook, test Facebook! If they DM you a lot, get it on Twitter! #TwitterSmarter pic.twitter.com/LWYbNOnYg4
— Lisa ???I like big gifs & I cannot lie (@lisaboylesmedia) July 19, 2018
A3: Use them on the platforms you get the majority of your customer service queries #TwitterSmarter
— Social Sense Media (@SocialSenseMedi) July 19, 2018
A3: You have to think about where the majority of your customers are looking for support. Chatbots are not needed on platforms where customers are not asking for additional assistance or asking questions. #twittersmarter
— Tamara (@itstamaragt) July 19, 2018
A3 I'm a firm believer in engaging customers and your audience where they're at. If people are using the channels – they're an important channel for your biz.
The best place to start there & try it out.#twittersmarter https://t.co/Jg95Iozlhp— Zala Bricelj (@ZalkaB) July 19, 2018
Q4: What are some tips for using chatbots to improve customer engagement and service? #TwitterSmarter pic.twitter.com/Mnub5A7y9S
— Madalyn Sklar ? Digital Marketing Coach (@MadalynSklar) July 19, 2018
A4: If you have a customer base that asks FAQs a chatbot can be built out to help answer those questions quickly and efficiently. This takes the load off of your customer service so they can give customers who REALLY need help a great experience. #TwitterSmarter https://t.co/6EO1mJRUDi
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A4: As for engagement there are lots of ways you can better engage subscribers. I like to share fun games and build but a fun enviroment in my community. But I also like to segmant my list and share my content with the right people. #twittersmarter https://t.co/6EO1mJRUDi
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A4: For example I sent out my latest #chatbot video over on YouTube to my Facebook Messenger subscriber list that was segmanted by Chatbot interest. I am getting a lot of positive feedback and views already just off of this! I know that @AndrewAndPete do the same #twittersmarter https://t.co/6EO1mJRUDi
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A4: you can ask customers for feedback and build a 2-way conversation with #chatbots unlike any other marketing channel #TwitterSmarter
— Amanda Robinson ? #RoadToSocial (@shewakeboards) July 19, 2018
A4:
– Assessing incoming requests and redirecting them to the right support agent.
– Distributing FAQs.
– Initiating a feedback loop, which can become a survey, and then even a case study.#TwitterSmarter— Narmadhaa (@s_narmadhaa) July 19, 2018
A4: Customers are looking for one thing- answers. This is where customers find most valuable and this is what chatbox should be fixated on. Finding answers/solutions in a quick and easy way #twittersmarter
— Tamara (@itstamaragt) July 19, 2018
A4: this might sound terrible but use chatbots as a pacifier until an actual person from your company can fully respond and fulfill the users’ request. #twittersmarter
— Maria Marchewka (@_MariaMarchewka) July 19, 2018
#TwitterSmarter A4.
(1) Be available when the customer accesses the account
(2) offer some options to address the customer's concerns
— Ignacio Martínez (@i_mtza) July 19, 2018
A4 I think companies that use #Chatbots as a customer service support can get a better handle on why customers are reaching out. Not just what is your problem – but already segmenting – what do you need assistance with & it's easier to follow up #TwitterSmarter https://t.co/m9VVsVr6WR
— Zala Bricelj (@ZalkaB) July 19, 2018
A4: Chatbots can be hooked into CRMs and marketing automation systems so they'll "know" someone and offer relevant guidance. Here's one system that uses them: https://t.co/80YiG9JUhO #twittersmarter
— Josh McCormack (@joshmccormack) July 19, 2018
A4 Chatbots can answer basic questions, but one of the most important features is that they can drive your custumer to the right support member when hi needs some help. #TwitterSmarter https://t.co/t3B4CvbD22
— Alberto Gómez (@alberMoire) July 19, 2018
Q5: How do we create simple, useful and engaging chatbot experiences on Twitter? #TwitterSmarter pic.twitter.com/eMDBTJDeZG
— Madalyn Sklar ? Digital Marketing Coach (@MadalynSklar) July 19, 2018
A5 (1/3): Twitter does not allow for as many chatbot capabilities as some other platforms but that does not mean you can’t build a chatbot that can help your business. #twittersmarter https://t.co/Nr1uCRkNz4
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A5(2/3): Chatbots can be integrated with twitter cards, use quick replies and call to actions to get people to share your content, follow your account and so much more. #TwitterSmarter
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A5(3/3): There are so many tools popping up every day and I personally have not done anything with Twitter chatbots (yet) but I looked into the tools Twitter recommends and the one I would use is called https://t.co/BLInKAUyeF #TwitterSmarter
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A5:
Start with what your users or followers want to know, not what you think they should know.
It’s always more about them than you. It’s about building trust. #TwitterSmarter https://t.co/ip2xZUNUVM— Jeff Higgins Is Not The Awesome Storm Chaser Guy (@ItsJeffHiggins) July 19, 2018
A5: For starters, don’t shower followers with too many automated tweets. #TwitterSmarter
— Narmadhaa (@s_narmadhaa) July 19, 2018
Q6: What are some smart, innovative examples of using social media chatbots? #TwitterSmarter pic.twitter.com/aW9FNL33Nw
— Madalyn Sklar ? Digital Marketing Coach (@MadalynSklar) July 19, 2018
A6: I love what Lego is doing with their Facebook Chatbot. It helps you find the perfect lego gift for people. Great use of images and branding as well as a well rounded and easy to engage with. #TwitterSmarter https://t.co/7o9zVgfEah
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A6: Companies like @dominos and @pizzahut are also utilizing chatbots to make it SUPER easy to order pizzas on Twitter, Facebook and via text message. When you make it dead easy to buy from you, you will see people buy more. #TwitterSmarter
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A6: I also am a BIG fan of what @Prep2Perform does with her chatbot and Facebook Live videos as well as how @AndrewAndPete get people to watch their videos using Chatbots. #twittersmarter https://t.co/7o9zVgfEah
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A6: REALTORS would love to know that you can use chatbots via Facebook AND SMS to deliver custom CMAs and access the MLS (where available) Just think of the possibilities! #Twittersmarter https://t.co/7o9zVgfEah
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A6: example a fun Valentines Day #chatbot to brighten someone's day: https://t.co/GQuiVSXaHD #TwitterSmarter
— Amanda Robinson ? #RoadToSocial (@shewakeboards) July 19, 2018
A6: examples: Contests, games, challenges, weekly progress, lead scoring, collecting payments, live broadcast notifications #TwitterSmarter
— Amanda Robinson ? #RoadToSocial (@shewakeboards) July 19, 2018
A6: To me @Prep2Perform has blown it out of the water. More on how https://t.co/t00s55Sv1f
@bryankramer and @BeLiveTV_ are also using innovative #ChatBots #TwitterSmarter https://t.co/mrhNiWUNoO— Stacey DePolo ? (@sdepolo) July 19, 2018
Q7: How do we ensure chatbot user experience doesn’t feel automated and disengaging? #TwitterSmarter pic.twitter.com/8Kpiw80PoX
— Madalyn Sklar ? Digital Marketing Coach (@MadalynSklar) July 19, 2018
A7 (1/4): I think the key to a good chatbot experience is to make sure you are not trying to overcomplicate things too soon. Start small and make sure it does not seem like you are trying to trick someone. #TwitterSmarte https://t.co/01UEsNHDNC
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A7 (2/4) You want the chatbot to be a seamless experience between talking to a chatbot & talking to a human, but you also don’t want people to walk away mad or frustrated because you tried to trick them. #TwitterSmarter
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A7 (3/4)I personally will be very upfront with people when they use my chatbots that they are not talking to a human…But I also inject a lot of my own personality into my chatbots so people forget they aren’t talking to me.#TwitterSmarter4
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A7 (4/4) one of the biggest compliments I have gotten about my chatbot is how people felt like they were chatting with me EVEN THOUGH THEY KNEW IT WAS A BOT FROM THE START. #twittersmarter
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A7: give your #Chatbot a personality. #TwitterSmarter
— Amanda Robinson ? #RoadToSocial (@shewakeboards) July 19, 2018
A7: Find a way to personify your chatbot. It can be as simple as adding emojis or certain phrases! #twittersmarter
— Tamara (@itstamaragt) July 19, 2018
A7: pt2: make your #Chatbot a choose-your-own-adventure to deliver the content. Always give the user options #TwitterSmarter
— Amanda Robinson ? #RoadToSocial (@shewakeboards) July 19, 2018
A7: By letting people know it’s a bot? By assuring them that an actual person will take over soon?
Also, by making a chatbot seem less rigid and more casual. It doesn’t have to be human-like, but it sure should have a voice people can appreciate. #TwitterSmarter
— Narmadhaa (@s_narmadhaa) July 19, 2018
A7: pt3: never leave dead-ends in your #chatbot. #TwitterSmarter
— Amanda Robinson ? #RoadToSocial (@shewakeboards) July 19, 2018
A7:
Give your bot a persona and make sure it has some surprises in store for the user. It may be automated but it's also there to help and more importantly RETAIN your users.#TwitterSmarter— Jeff Higgins Is Not The Awesome Storm Chaser Guy (@ItsJeffHiggins) July 19, 2018
#TwitterSmarter A7.
Take care that chatbot looks like smart,
Don't s
– Just say hello
– do not offer any helpDo s
– Offer alternatives of value to the customer like "first aid"
– Assign a consultant— Ignacio Martínez (@i_mtza) July 19, 2018
Q8: What’s your advice for prioritizing which types of chatbots and messaging to use? #TwitterSmarter pic.twitter.com/MFTyUpJNBX
— Madalyn Sklar ? Digital Marketing Coach (@MadalynSklar) July 19, 2018
A8 (1/2): What problem can you solve? OR what is your goal? Start SMALL. Don’t try to build a giant ai led chatbot right out of the gates. I would say a simple menu, FAQs and or lead magnet or content delivery bot is a great start. #twittersmarter https://t.co/5Do1okYnUh
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A8 (2/2) If the chatbot is not useful or valuable to the end user, they will not use it. #TwitterSmarter
— Kelly Noble Mirabella ? (@Stellar247) July 19, 2018
A8: Start simple, provide solutions to users' needs, keep it fun. Then grow your #chatbot to meet your needs. #TwitterSmarter
— Amanda Robinson ? #RoadToSocial (@shewakeboards) July 19, 2018
A8: Based on the company’s goals, suit the message to the purpose. #TwitterSmarter
— Narmadhaa (@s_narmadhaa) July 19, 2018
Thank you everyone for a great hour of sharing. #YouRock! We'll see you next week on the #TwitterSmarter chat. pic.twitter.com/xsp9dzppCd
— Madalyn Sklar ? Digital Marketing Coach (@MadalynSklar) July 19, 2018
We have another great #TwitterSmarter chat guest lined up for next week. Mark your calendar. Our guest will be @dknowlton1. pic.twitter.com/jI4K3d8ioi
— Madalyn Sklar ? Digital Marketing Coach (@MadalynSklar) July 19, 2018
For more tips, advice and resources to help you master Twitter and grow your business be sure to follow me at @MadalynSklar. I’m also available for one-on-one and group coaching and consulting. Get details here.
Be sure to join us every Thursday on Twitter at 1pm ET at hashtag #TwitterSmarter.
