The future of customer engagement is here! Social Media isn’t going anywhere, so if you’re not already, make sure your brand has an online presence! In particular, social engagement should be a priority on your list. More and more users are reaching out to brands online to answer their questions or concerns, address complaints, or just share good stories! ALL of these are important, and as a brand, you should be responding to all of these comments.
Now we get it, you can’t be online 24/7- and no one expects you to! However, users ARE online 24/7 and they can be a little impatient. There is a new tool called ManyChat that allows you to create a bot that will respond to your fans until you can get to them! Not ONLY that, but ManyChat also offers more in-depth features such as timed auto-messages, scheduled sequences, and keyword triggered messages!
While this can sound complicated, it really isn’t! You don’t need to know how to code or anything, all you need to know is what you want to say to your customers and when!
Here are a couple examples of when ManyChat can be a game changer.
Comment to Wins:
Are you hosting a giveaway on one of your ads or posts?
Comment to wins are a great way to gain social engagement! Whether it's commenting a keyword to enter, or maybe tagging a friend, it boosts the posts reach more than it would be without a giveaway. Where does ManyChat come in for this?
You can set up a keyword trigger in ManyChat, so when someone comments on your post, for example- “got it!”- you can set up ManyChat to send them an automatic message, confirming their submission and thanking them!
From there, you can set up the bot to ask automated questions, such as “how long have you been a fan”- to gain insight into your following OR you can ask them “Would you like to be added to our newsletter?”- to gain email addresses and contact information!
Out of Office Hours:
So your social media team finishes their work day at 5pm, however so does everyone else! Jane likely doesn’t have time to reach out to you during the day, so she messages you at 8pm with a question, when no one is there to answer her.
ManyChat can answer her! We DO recommend in this scenario that you state in the message that it is a bot responding, you can even make it fun! Something like “Hey there! Thanks for reaching out to us, the ABC Team is out of office right now, so they put me in charge! I am ABC’s Chat Bot, you can call me Alfred.”
From there, you can do a few things. Either let the user know when your social media hours are, and when you can get back to them personally. OR, you can set up a sequence of questions and possibly offer an answer without them ever talking to a person! This is more in depth, and won’t work for all brands, but it is worth exploring- especially if your brand tends to get the same type of questions.
This is just scratching the surface on all the fancy things ManyChat can do, but it is an awesome new tool that is here to make your lives on social media easier!
Be sure to hop on the website https://manychat.com/ and have a look around. There is a free version, and the Pro Version is a very reasonable price! There are tons of tutorials on YouTube for setting up all of the various features ManyChat offers- have fun!