Chrys Tan on Facebook Messenger Bots for relationship building, marketing and customer service – MAF216

This week my guest is Chrys Tan, an expert in using Facebook Messenger Bots.

Stats show high engagement rates for companies using “chatbots” compared to email. We chat about how to set up a Facebook Messenger Bot and how to use it for relationship building, marketing and customer service.

Welcome to episode 216 of the Marketing and Finance Podcast.

Chrys Tan on Facebook Messenger Bots for relationship building, marketing and customer service - MAF216

What you’ll hear about in this episode

  • How to use Messenger Bots the right way
  • Why businesses should focus on conversations
  • What Facebook Messenger Bots are
  • How financial services can use Bots
  • How bots work with human customer support
  • Using bots in smaller businesses
  • Customer services and relationship-building

Who Chrys Tan?

Chrys is originally from Singapore, and her background has always been in marketing. She worked for the largest ad agency in Singapore for seven years but felt more like an entrepreneur. Even as a child, she’d earn pocket money from selling printed T-shirts.

Leaving the agency, Chrys first set up a health and fitness company, then another start-up, both of which failed quite early on. Already convinced that traditional forms of marketing weren’t working anymore, she started to use her skills as a freelance marketer. Seeing success from using Facebook Messenger Bots, she decided to focus on them in her new business, Chrys Media.

Summary of our chat

Platforms like Facebook are ripe for conversations. Users are already talking to their friends on Messenger, and it’s quick to use. Unfortunately, businesses end up spamming people when using bots for marketing, rather than focusing on building relationships. And unlike emails, you only have a few lines to persuade the readers to engage.

Chrys says businesses are keen to use Bots because they have high open and engagement rates. Eventually, users will get used to these messages and rates will start to drop. However, it’s currently the only channel that allows you to have a one-on-one conversation with subscribers at scale and speed.

Chatbots are an automated messaging system with pre-entered messages which answer the questions visitors ask. Some use AI to answer more complicated questions, but it depends on the need. The bot lives inside Facebook Messenger on your business page and interacts with visitors. Sites such as Weibo also offer chatbots.

Banks use chatbots for customer service. They can answer basic questions quickly and 24/7 simply by pre-populating responses. For more involved queries, such as losing a bank card, human advisors are available. Insurance companies can use bots to give instant quotes, rather than using the slower system of emailing the results to customers.

Online chat facilities usually rely on each team member speaking to several people at the same time. Bots can save time by collecting basic customer information first. For more complex queries, the bot can pass the chat to a human advisor, and each business can set up their own handover process.

Small business owners can benefit from bots too. You don’t need to know how to code, as tools like ManyChat build the bots. Be clear on why you’re using bots. Chrys has a 4-step plan: Build your list to get subscribers. Next, get to know your users better. Pitch your services, then constantly reengage.

The key is to put people first. Bots can be used for better and faster customer service, to give visitors the answers they need. They shouldn’t be used to bombard people with sales messages, but to engage with them and build relationships.

One thing Chrys would like listeners to take away

Chrys’ big tip is to market where your audience is hanging out. Make sure you’re in the right place. If your followers are older, concentrate on LinkedIn for lead generation and leave Instagram for now. Don’t choose the platform you like; go where your potential customers are.

An Example of Simple Marketing

Chrys used to work with Volkswagen when she was at the ad agency. She says that on all channels they’re on-brand, their messages are exactly right and they’re really clear on their target audience. They create beautiful ads in a traditional style, and their branding is really clear.

An Example of Marketing Madness

Chrys isn’t a fan of “bro marketing.” This is where people sell their products with messages such as: “the one tip that helped me make seven figures’ or including flashy cars in their adverts. She says it screams fake because people are hiring helicopters and cars just for photoshoots.

They’re also misleading people because they’re pretending someone can become a millionaire just from buying their product. It can’t happen, so they’re selling false dreams.

Links

If you enjoyed – Chrys Tan on Facebook Messenger Bots for relationship building, marketing and customer service – please leave a comment or a review on iTunes.

And if you know anyone who would enjoy the show – please share it with them. You can use the buttons below to share on social media.

Don’t miss an episode of the MAF Podcast – subscribe now.

Subscribe on iTunes
Subscribe by RSS Feed

Sign up for the “Marketing Coffee Shot” for podcast updates, marketing tips and videos, and get your free Business Writing Tips eBook right here!

Zap the Marketing Invaders: Fight against annoying marketing

Many people find marketing annoying.

And even marketers, as consumers, think marketing is annoying.

They don’t like intrusive adverts that interrupt their favourite TV shows. They don’t like being bombarded by spam email.

And then there are those video pop-ups, particularly on news media websites that invade your screen and you have to ZAP them like space invaders.

In this video, I discuss what we need to do to stop annoying our customers.

So let’s grab a coffee and get right into the video.

Did you enjoy this video? Please subscribe to my YouTube Channel right here.

This is the 10th in a new series of videos under the “Marketing: Made Simple” banner. I’ve been doing marketing tips videos for a while but putting them out under the title, Marketing and Finance TV. Whilst this title works for my podcast, I rarely talk about finance subjects in my videos. So it makes sense to focus on keeping marketing simple. Fighting the BS and complexity. Marketing: Made Simple!

If you enjoyed this episode: Zap the Marketing Invaders: Fight against annoying marketing – please share it with your friends and colleagues. You can use the social media share buttons just below.

Zap the Marketing Invaders: Fight against annoying marketing

Mental health, advertising and the Protection Review Conference 2019 – MAF215

From the need to change an industry’s attitude to mental health issues, to the opportunities offered by digital marketing, Protection Review’s 2019 conference was an event brimming with challenge and ideas for growth.

Let’s grab a coffee and I’ll talk you through the highlights.

Welcome to episode 215 of the award-winning Marketing and Finance podcast.

Mental health, advertising and the Protection Review Conference 2019 - MAF215

What you’ll hear about in this episode

  • What is the Protection Review Conference, Dinner and Awards?
  • Why mental health issues are important across all industries
  • The attitude of product providers to customers with mental health issues and what could change
  • Why even marketing people think that marketing can be annoying
  • How the industry could revisit the idea of a generic advertising campaign

Links

If you enjoyed – Mental health, advertising and the Protection Review Conference 2019 – please leave a comment or a review on iTunes.

And if you know anyone who would enjoy the show – please share it with them. You can use the buttons below to share on social media.

Don’t miss an episode of the MAF Podcast – subscribe now.

Subscribe on iTunes     Subscribe by RSS Feed

If you like the Podcast please click

Sign up for the “Marketing Coffee Shot” for podcast updates, marketing tips and videos, and get your free Business Writing Tips eBook right here!