SMS Marketing

Super Simple Guide on How to Do Text Message Marketing to Stay Connected with Customers

Many people think of text message marketing as old-fashioned. And for that reason, there are a lot of marketers who dismiss this technology or don’t even consider using it in the first place.

However, SMS (short message service) is very much alive and well, and it offers you a unique opportunity to reach your customers in a place they are not expecting it, creating a great sense of novelty that can result in better engagement.

In fact, there are plenty of reasons to incorporate text messages into your overall marketing strategy, such as:

  • 95% of text messages are read within 3 minutes of being sent.
  • More than 5 billion people worldwide can send and receive text messages.
  • In the U.S., text messaging is the favorite way of 20 to 40-year-olds to stay in touch with service providers.

In this article, we’ll be looking at the best practices of text message marketing, and how to create your first SMS marketing flow using MobileMonkey!

Here’s what’s included:

Why is text message marketing important in 2020?

Text message marketing is a massively underused marketing channel in general, and for that reason, it can be the perfect complement to your overall marketing strategy.

Take a moment to consider that everyone who owns a phone receives SMS, regardless of age.

Also, consider that SMS is also a channel where people are not expecting to receive marketing messages. Their email inboxes and Facebook news feeds light up all day with promotions, and they often don’t pay attention to marketing because of overload.

SMS, on the other hand, really does have a fresh feel to it. And when people receive an SMS, they’re extremely likely to open it and read it. In fact, SMS has the highest open rates of any commonly used marketing channel.

So, despite common misconceptions, SMS blasting is one of the biggest marketing channels available to you, and the fact that people are more open to this form of communication makes it an ideal frontier for digital marketers to increase their sales and engagement.

Text message marketing for small business – good idea or bad idea?

If you’re running a small business, then learning how to do text message marketing as well as how to create a chatbot would be extremely valuable.

In smaller businesses, relationships with customers are of vital importance, and text messages are great for that. You can use text messages to show your audience that they’re important to you, and even to make them feel like VIPs!

An example of this would be to offer exclusive early access to special deals and offers to those who are subscribed to your SMS list. This will make them feel very much ‘part of the family’ and like they have exclusive access to an insider’s club.

What are the goals of text message marketing?

Start by asking yourself what you and your business want to achieve via SMS marketing. This could be a number of things, such as:

  • Getting a better ROI than your other marketing channels.
  • Increased sales of your product or service.
  • Growing your social media presence and gaining followers.
  • Gaining a competitive advantage against your competition.

To do SMS marketing you will need text message marketing software, but keep in mind that sending bulk text messages is not free. SMS marketing, however, is often cheaper than running a healthy set of Facebook ads, but in some cases can be more expensive as well.

SMS marketing may be different than using your email capture chatbot, which is at a lot lower cost base. However, the best text message marketing tools are indeed chatbots. And when you’re sending emails you can send out as much content as you want, much of which doesn’t even have to be sales-related.

When you send a text, you’re paying a fee to get directly into their SMS inbox, which is somewhat of a sacred space for most individuals. For this reason, you’ll want to make sure that your message contains a great, high-value offer that the reader can’t resist!

How to be successful with text message marketing

When properly executed, all of the goals above are quite attainable. However, due to the potential costs of text message marketing, it’s important to:

  • Focus on delivering real value through promotions such as exclusive deals and invites. People are more strict about who’s allowed in their text message inbox than they are about who’s allowed to email them.
  • Pay close attention to your targeting and audience segmentation. You will not be texting someone more than once if you send them an irrelevant message, or if you’re unable to personalize those messages.
  • Both of the above are why finding a reliable, omnichannel platform, that ties your campaigns across multiple channels is paramount to your success.

How to do text message marketing: 3 easy methods using MobileMonkey

MobileMonkey provides a fantastic platform for fully integrated chat marketing that handles live chat, Facebook messenger bots, and SMS all in one place. We’re going to look at three easy text message marketing methods in MobileMonkey.

Method 1: Magic Keywords

sms keywords for text message marketing
Selecting a keyword

Under SMS, select keywords and choose ‘New Keyword’. This will be the word that your visitor has to send to you to trigger your text message marketing flow. 

You’ve probably seen this kind of thing in marketing materials before – ‘Text [WORD] to [NUMBER] to join our contest’ or something similar.

For the purposes of our example, let’s choose ‘CHATMARKETINGTRAIN’ as our keyword. On the right, in purple, is what our recipient is writing, and our automated responses will be on the left in gray.

‘Type STOP at any time to unsubscribe’ is a great thing to include, so that your recipient never feels spammed and knows that there is always a way out.

text message marketing services
Providing an unsubscribe option

Next, click the little plus icon and choose ‘quick question’. Let’s ask them if they have shopped with us before.

text message marketing software
Adding multiple response options

We want to offer 2 answers that they can give to this question, ‘yes’ and ‘no’. Use the ‘Add answer’ option to do that.

Then we’ll send a text response, so click the little plus icon again and choose ‘text’.

text message marketing platform
The completed text message marketing flow

That’s it! We have just created a simple text message marketing flow in MobileMonkey.

Let’s test our flow by pretending to be a subscriber. In the screenshot from Google Voice, you can see what happened after we texted ‘CHATMARKETINGTRAIN’ to our business number. The flow was triggered, and we were able to answer the question too.

SMS text message marketing
Testing the flow

Also notice how MobileMonkey automatically transposed the yes and no answers into the SMS-friendly ‘1 for yes, 2 for no’ format. Very cool!

Back in MobileMonkey, head over to ‘Leads’ and then ‘Contacts’ and you will see that we also have a new SMS contact in our database after our little test.

text message marketing platform
Checking our database for the new contact

Method 2: Customer Chat Widget

chatbots for SMS marketing
Adding a customer chat widget

MobileMonkey offers a chat widget that you can have sitting in the bottom right corner of your website. It also fully integrates with Facebook messenger.

This is an amazing feature as it allows cross-channel communication with your visitors, and you can use it to build your SMS leads.

Choose ‘Add Customer Chat Widget’ and leave everything under heading 1 as default. 

Under heading 2, you will see the StartBot, which is the first thing that will be sent to the visitor when they click the widget. Click the little plus icon, and choose ‘Opt-in’.

Here you will have the opportunity to move the visitor onto a list of their choice, and in this case, we’re going to look at SMS. Under the opt-in confirmation, you will see the message that will be sent to the recipient if they sign up.

SMS chatbot marketing
Connect on SMS

Once you’ve set this up, you’ll then see the full path that shows everything that happens afterward.

SMS marketing software
Reviewing the full SMS path

Here’s what the flow looks like for a visitor on Facebook messenger:

text message marketing
Checking out the flow as seen by visitors on Messenger

Method 3: If you already have an SMS list

You might already have an SMS list built up from a different platform, and maybe you’re wondering how to integrate that with MobileMonkey. Not a problem!

In MobileMonkey, head to ‘Leads’ and then ‘Contacts’. At the top you’ll notice you have the option to import phone numbers. This allows you to upload a CSV file with your existing numbers.

All you have to do is match the CSV columns with the relevant MobileMonkey attributes so you end up with the data organized correctly.

SMS marketing
Importing an SMS contact list

Now you’ll be able to integrate all your old SMS contacts into your new MobileMonkey marketing flows, as long as they have already given you permission to send them marketing by SMS of course!

Can you transfer your audience between channels on MobileMonkey?

The beauty of MobileMonkey is that it’s a fully integrated, combined tool. 

For example, you can use a text message to bring a visitor back to your Facebook marketing chatbot. This is a great strategy for dealing with the problem of the 24-hour rule!

The same integration principles apply to the website live chat option as well.

How frequently should you message your audience?

Just like when you’re doing chat marketing on Facebook, it’s absolutely fine to send a couple of messages at the start to welcome your new subscriber and get them settled in. In fact, they’ll be expecting interaction after they’ve just signed up!

After that period cools off, you’ll want to taper down your communications a lot.

Having said that, you should still remind them that you exist! Text them once a month or once per quarter, ideally with some kind of high-value contest or promotion.

What is the best text message length?

As you would expect, short and sweet is the best strategy when thinking about how to do text message marketing.

Generally, you should try to keep it under 100 characters, or a couple of sentences. Don’t forget that response options like ‘Reply 1 for yes, 2 for no’ will also take up space in your message.

Recipients definitely shouldn’t have to scroll to read your complete message. Save your longer messages for other channels like Facebook and email.

At what stage would a business want to use text message marketing software?

The focus should be on not being spammy and providing a high amount of value in your message, so it’s recommended to utilize text message marketing when you have a great offer ready to go.

As discussed previously, the angle of an exclusive early-access promotion is a great one to take when doing text marketing.

Another great use for text message marketing can be competitions and contests. You can do these on a monthly or quarterly basis, and your audience will definitely see the value in taking part in the contests if you are giving away valuable prizes.

What kind of audience should you put into your text message marketing software?

As with many strands of digital marketing, a segmented list can be very helpful in maximizing conversions and getting the best return for your budget.

You need to aim to direct your budget to the section of your audience that will benefit most from the value in your text messages. Make sure that you select the people who are at the right stage in the journey!

How SMS can be used in tandem with Facebook marketing

If you’re active in the chat marketing space, then you’ll definitely be aware of Facebook’s 24-hour rule. And in the case you’re not currently active, here’s a brief explanation.

Once a Facebook visitor initiates chat contact with you, you only have 24 hours to write them a message. To reset the timer, the visitor will have to write you another message first. This makes it very easy to lose otherwise great opportunities for interaction.

If you have an SMS interaction with your visitor, you’re not restricted by this 24-hour rule, so it’s an excellent channel to have open. You can even use SMS as a tool to bring your visitor back to your Facebook chat. Or better yet, use Facebook Messenger chat to get more SMS subscribers!

What kind of industries benefit most from text message marketing?

Many businesses have now found out how to do text message marketing and are reaping the benefits with the help of text message marketing software.

A great example is the real estate industry. Real estate agencies are able to send new listing alerts by direct SMS, and a lot of large deals have been closed as a result.

Also, those who have had success with chat marketing, for example, linking to Facebook messenger bots, will likely find a similar level of success in text message marketing.

Many e-commerce companies have shown great creativity in their text message marketing by finding ways to incorporate it effectively into their existing marketing flows. It has proven to be particularly useful for converting abandoned carts into sales.

Closing thoughts on how to do text message marketing

In today’s age of digital marketing, keeping good performance metrics and having an edge is key.

Common mobile marketing tactics are costing you conversions, clients, and revenue. Meanwhile, SMS marketing is just sitting there, waiting for you to capitalize on it.

Making use of text message marketing software is an excellent way to gain an edge over your competition and drastically improve the effectiveness of your outreach to customers.

If you want a new way to inject some extra life into your sales, don’t hesitate to give text messages a try. The results will surprise you!

Are you doing text message marketing? Let us know how it’s going and any questions you have in the comments.

get mobilemonkey text message marketing platform free

Important Next Steps

Facebook Marketing

How to Do a Giveaway on Facebook: Amplify Your Audience and Grow Your Brand in 9 Simple Steps

If you’re looking for new ways to expand reach and engagement for your brand and drive the growth of your business, then learning how to do a giveaway on Facebook can be a fantastic and very effective option.

When running a Facebook giveaway contest, you’ll have some planning, research, and decision making to do. In addition to running a clean giveaway, there are a lot of moving parts that need to align with your brand and audience. 

You can even go a step further and run regular monthly giveaways to anchor your existing fans and increase loyalty and repeat visits to your content. 

Creating a buildup to your giveaways will also drive excitement, shares and even virality.

In this article, Craig Cameron from Chatcloud and I will be looking at how to do a giveaway on Facebook using the MobileMonkey chatbot builder. Due to the high levels of user engagement achieved with chat and MobileMonkey’s superb features and interface, this is the best way to run a giveaway on Facebook!

Here’s what’s included in this article:
How to do a giveaway on Facebook

Why run an online giveaway?

Most people may think giveaways are great because who doesn’t like getting things for free, right? However, this isn’t why you should run an online giveaway.

Giveaways and reward-based campaigns have the natural ability to go viral. Yes, that’s because the opportunity to get free stuff makes that more likely, but running an online giveaway means:

  • Your brand can get out in front of a lot of people, and
  • You can get as many leads on one day as you do on an average month.

There are a lot of moving parts here, and as you analyze the reasons more deeply, you’ll realize that running a giveaway massively builds your audience and engagement. 

As your existing fan base gets excited and shares your giveaway contest with friends, you get fresh followers lining up to join in the fanfare. 

This is one of the best ways to amplify your giveaway, quickly expand your audience, and go viral.

Additionally, giveaways are an opportunity for innovative ideas regarding the rewards, prizes, and incentives you decide to offer.

If you’re looking for marketing campaigns that inspire creativity, running a giveaway is one of your best options.

What’s the best way to do a giveaway on Facebook?

The most basic way to run a giveaway on Facebook would be to make a post on your page with all the details, and perhaps build a landing page outside of Facebook where visitors can fill in their details.

However, taking this approach will not produce your desired results.

This brings with it the usual headaches. You’ll have to build out the pages, set up a database, and check that all of your tracking pixels are firing properly.

But there’s another solution. Thankfully, we are living in an age where chatbots can facilitate an entire Facebook giveaway for you! Using a MobileMonkey chatbot, you can automate everything extremely easily.

Chatbots are great for giveaways because they capture valuable data in the interaction at the moment the audience is at their most engaged. Furthermore, bots make this process as frictionless as possible and do all the heavy lifting.

Giveaways convert at higher rates than your average marketing methods. Chatbots are here to take your giveaway to the next level.

How to do a Giveaway on Facebook with a Chatbot in 9 Steps

Step 1: Build your list with Comment Guard

There are a number of ways to create a giveaway on Facebook using MobileMonkey.

You can build it in the chat widget or in your Facebook welcome page, and you can also run Messenger ads directly into it.

However, we’re going to be looking at Comment Guard, which allows you to create a flow and connect it directly to an existing post that you have on your Facebook page.

When someone comments on your post, they will trigger your flow and the magic will start to happen.

Here are 5 Comment Guard examples to get the juices flowing!

Step 2: Create the StartBot – First question

After you’ve selected Comment Guards and chosen to create a new one, you’ll need to set up the StartBot. In other words, the flow of messages that will be sent to your chat visitors.

In this example, for the first message, we’ve chosen the “Quick question” widget. This will be designed to get the first response from your visitor.

You’ll have to assign at least one answer option for the visitor to choose before you can proceed.

chatbot for running a Facebook giveaway
Creating the StartBot

After defining your question and one or more options for the visitor to choose from, select ‘New path’ to continue the flow. Then click the little plus icon to choose the next element in the flow.

Step 3: Use the chatbot to collect participant emails

For our next item in the flow, let’s collect their email address. Choose ‘Quick question’ from the list of available widgets.

Now we can ask them to verify their email, which in most cases will show automatically, as that data is pulled directly from Facebook. This is one reason why chatbots make collecting giveaway participant emails a seamless process.

As this occasionally doesn’t happen, you can also add, ‘If you don’t see it then type it in’.

Seeing as this is data that we want to save so we can use it later, choose ‘User replies with email’ and check ‘Save response to attribute’ and choose ‘email’.

collecting emails for an online giveway
Collecting an email

Step 4: Gather participant data with chatbots – Quick question

After this, we’re going to ask them another quick question. Click the little plus again and choose ‘Quick question’.

Now we can ask our question, assign an answer and create a new path for it, just like we did before.

how to do a Facebook giveaway with a chatbot
Asking another question

Step 5: Text response

This time, let’s just respond with text.

best chatbot to run a facebook giveaway - MobileMonkey
A text-based response

Once we’ve set up our simple text-based message, let’s add a typing effect. This is an animation that you’ll be very familiar with from using your phone every day.

The ‘Typing’ chat widget gives the impression that we, the chatbot, are typing another message to our visitor. This is great for keeping people engaged, and making them feel like they’re talking to a live person in real-time.

chatbot builder - MobileMonkey
Adding a typing effect

Step 6: Send a humorous GIF and thank you message

After you’ve selected how long you want your typing period to last, click the little plus again, and this time choose ‘Gif’.

Here you can search through thousands of great animated GIFs to add a touch of humor to the end of your conversational flow.

how to do a facebook giveaway - MobileMonkey
Adding a humorous GIF

Before we finish up with the flow, click the little plus again, and add some text. Thank your visitor for taking part in the Facebook giveaway and wish them luck!

Step 7: Tag the participants

This is a very important step. Once you’ve written out your thank you message, you need to click the little plus sign again and choose ‘tags’.

Give your tag a name, maybe something like ‘entered contest’. This will enable you to export this audience later so that you can choose a winner!

add participants to a facebook giveaway
Tagging the participants

Step 8: Set a frequency cap

This provides protection so that if someone comments multiple times on the post, they won’t be sent messages repeatedly about the contest. The default is one hour.

Now you’re all set, press the activate button and we’ll test our flow from the visitor end!

Step 9: Testing your MobileMonkey giveaway chatbot

Comment on your Facebook post, and the chat window will pop up with your first question!

Answer the first question and the bot will ask you to confirm your email.

Testing chatbot to run a Facebook giveaway
Testing the bot

Finish the chat flow, laugh at your own GIF, and then come back to MobileMonkey!

Navigate to leads, and then audiences. You’ll see that you’ve been added to the audience.

how to run a giveaway on Facebook - MobileMonkey
Creating your audience inside MobileMonkey

On this page, you can also sync the audience to Facebook for retargeting. Additionally, you can export the list to a CSV so you can pick a random row as your contest winner!

The real reasons to create a giveaway on Facebook

Doing a giveaway on Facebook is primarily about building your lists, generating new leads, getting more fans, and expanding your network reach. And giveaways are ideal for doing that because handing over your contact details is a small price to pay for the chance of getting something for free.

Once someone is on your list, you can engage with them in new and deeper ways, and you can even address them more specifically if you have put them into a certain audience segment.

That brings us to one of the strongest reasons to create a giveaway on Facebook using MobileMonkey. The platform allows you to learn about each visitor through their chat responses, and this allows you to segment the list for better marketing optimization later on!

You can also sync MobileMonkey with Facebook to retarget specific audiences that you can create by using tags and attributes, which is incredibly powerful.

How do you promote your Facebook giveaway?

One of the biggest questions we need to answer is, how do we get traffic to our giveaway? Is it better to have organic or paid traffic coming in?

Both traffic sources can provide you with quality, and if you have a good level of engagement on your existing content then you can make use of your organic reach to get entries on your giveaway.

You can also share your giveaway with your existing lists as a great way to segment them.

If you don’t have much organic reach on Facebook, you’ll need to increase ad spend to generate enough traffic.

You can even run an ad directly to your MobileMonkey chatbot to get the contest underway immediately and capture the lead when they are the most interested!

How much planning is needed before doing a giveaway on Facebook?

This all depends on what kind of giveaway you want to run, but the most important thing is to make the contest high quality and very exciting for your audience.

You’ll need to carefully consider the question flow that you want to present to your chat visitor, and also the kind of information you want to learn about them for segmentation purposes.

Investing the proper time in segmentation questions will pay dividends later when you have a highly-optimized list ready to market to!

What questions should you ask a giveaway audience?

When thinking about the number of questions to ask your chat visitor, you have several options, and your choice will depend on the type of giveaway you want to run and your evaluation of your audience.

The simplest option is to just ask for their email and nothing else, which is fine, but you’ll be leaving the chance for segmentation on the table.

In most cases we’d encourage that you ask at least 2-3 more questions to gain valuable insights into the preferences of your visitors.

If you ask the other questions first before asking for their email address, perhaps you might lose a few who don’t want to answer questions. On the other hand, if you ask for the email address first, they might close the chat and not answer the other questions!

As always in digital marketing: Test, test, test! It’s the only way to know, and every audience is different.

What kind of prize should you offer?

We’ve seen many businesses offering things like iPads as giveaway prizes, and this is understandable. Something like an iPad has high value and is very desirable, so it seems logical to tempt people with something like this.

However, if you think about this a little, you’ll realize it doesn’t make much sense.

If you offer an iPad as a prize, you’ll get lots of people entering your contest who just want the iPad. They don’t care about your business and they’re not interested in what you do.

In other words, they are not high quality leads.

Instead, consider items that only your target audience would consider high value. We’ve seen the grand prize be a 1-on-1 with the CEO of the company be quite the attraction. And if you’re CEO has that kind of mojo, you just came up with a prize that’s great for both lead quality, as well as cost, because although your CEO will say different, his/her time doesn’t cost you anything!

Offer something high value, but relevant to your brand

We recommend that you offer something that is high value but relevant to your business, for example, a year’s free membership to your programs or a free digital course that would normally be a high ticket offer.

This way, you’ll be collecting details from people who are actually interested in your products and have a higher chance of converting on marketing efforts in the future.

That being said, you’ll still have to look at the cost of whatever it is you’re giving away, and compare that to your average cost per acquisition from.

As always, test everything, run the numbers, and make sure that they make sense!

If you create a giveaway on Facebook, can you re-use it?

Yes! If you’re using MobileMonkey to create a giveaway on Facebook, you can run the same campaign again. All you need to do is filter out those who have taken part in the past to save embarrassing repeats. Very useful, especially when you run a successful contest!

A chatbot might be the best way to do a giveaway on Facebook, but is it against Terms of Service?

As long as you have a disclaimer that emphasizes that your giveaway contest is in no way associated with Facebook, then you’re good to go.

All Facebook wants is for your content to be engaging. So, just focus on that. Whether your content is a post, an ad, or both, Facebook will reward it if it’s engaging, and show it to more people.

Closing thoughts on how to do a giveaway on Facebook

To be successful at running a giveaway on Facebook, it’s important to track your numbers and to test everything. Plan out your flow properly to maximize the effectiveness of the giveaway, and make sure you don’t miss the chance to segment your audience right by asking the right questions in your conversational flow.

If you’re looking for the best way to run a giveaway on Facebook, then you’ll want to leverage all the features of MobileMonkey and create some awesome chat flows that get you the results you need!

Lastly, for more tips on how to run effective retargeting campaigns, as well as how to make your Facebook giveaway go viral, see #3 and #7 of these 8 Growth Hacking Strategies to try in 2020 and Beyond.

Are you currently conducting giveaways on Facebook? Let us know how it’s going and any questions you have in the comments.

get mobilemonkey text message marketing platform free

Important Next Steps

Facebook Ads

How to Boost a Post on Facebook for Top Results: Step-by-Step & Tips from Facebook Ads Blitz King Dennis Yu

In this post we’re going to walk-through how to use Facebook’s Boost Post feature like ad pros to get the best results.

We cover everything from:

  • Goal-setting and what kind of results to expect
  • How to capture leads from boosted posts
  • How to measure success of boosted posts
  • How much do boosted posts cost, and of course
  • A walk-through of the exact steps to boost a post on Facebook

We’ve brought in Facebook marketing legend Dennis Yu, founder of digital agency BlitzMetrics, to share how to boost a post on Facebook using his infamous dollar-a-day strategy in this video tutorial.

Read on for the all-in-one guide on how to boost a post on Facebook or jump to the sections with the links below.

How to boost a post on Facebook in 8 easy steps

Here are the 8 specific steps that you should follow to get super results when boosting posts on Facebook.

Step 1: Build a custom audience.

A lot of people skip this step because they don’t know how to do it. But you’ll get a much better result from your boosted post when you target a custom remarketing audience rather than a cold interest-based audience.

Custom audiences in Facebook can be based on:

  • Customer List: A list of emails, phone numbers, or Facebook User IDs that Facebook will match to Facebook users. You can upload this customer list manually or use a Custom Audience Sync tool.
  • Website Behavior: You can insert a Facebook pixel tracking code on your website that will allow you to create custom audiences based on Facebook user’s actions on your website. Behaviors can be anything from visiting specific pages on the site, to visitors within a time period (up to 180 days), to time spent on
  • App Activity: If you have an app or game, you can create a custom audience based on the actions people take when they use your app or game.
  • Offline Activity: If you have an offline store or business, you can log and upload to Facebook a list of customers who took actions in your store.
  • Facebook Engagement: Facebook custom audiences can be based on people who engage with your posts, videos, events and forms on Facebook and Instagram.

Take the time to create custom audiences that are right for you and your business inside Facebook Ads Manager before going down the post boosting route.

Step 2: Select a post or create a post.

You may have a post that is already performing well from an engagement perspective — if so, Facebook will actually tell you what post you should consider boosting.

However, if you want to create a new post for immediate boosting you can do that too. Just ensure that it’s optimized to perform well in front of your custom audience.

Step 3: Select your custom audience.

The next step in how to boost a post on Facebook is selecting your audience. If you already have a custom audience set up, you’ve probably created the content in your post tailored towards them.

Hyper-targeting your audience
Hyper-targeting your audience

Simply select the right custom audience from the drop-down list and proceed.

Step 4: Set your budget.

Next it’s time to set your budget. Dennis Yu is famous for his dollar-a-day strategy.

What this means is you should test the effectiveness of an initial campaign by setting your budget to spend a dollar a day. That’s enough time to analyze the results and decide if you want to spend more to reach more people in your custom audience.

Step 5: Select the length of your campaign.

Next it’s time to select the length of your campaign. In order to test an initial boosting, Dennis suggests running a campaign for 7 days.

If your metrics are good and you want to continue to run the same campaign, you should then extend the time-frame to up to a month.

Step 6: Preview your post.

Step 6 is previewing what your boosted post will look like.

Don’t neglect to pause for a moment to ensure to view the post as your audience will see it and see that everything is displaying as intended. Look out for errors like selecting the wrong video content or the wrong call-to-action button. Tip: We don’t recommend using the call-to-action button in boosted posts, more on that below.

Step 7: Select your payment method.

Next up it’s time to confirm your preferred payment method or add a credit card to your ad account.

Step 8: Hit Boost!

Once you’ve confirmed your payment details, go ahead and hit that boost button!

Once you do, your ad will go into Facebook’s ad review queue and assuming it passes Facebook ad policies, will begin to run, usually within a day.

BONUS STEP: Capture leads from post commenters with a Facebook autoresponder.

At this point, your Facebook boosted post ad is running. Your post will be seen by the target audience you set in steps 1 and 3.

However, you can make a boosted post work harder for you by actually capturing contacts that you can send follow-up messaging to using a Facebook Messenger bot. You’ll do this using a MobileMonkey Facebook Comment Guard.

What is a Facebook Comment Guard?

A Comment Guard is an automated bot reply to anyone who comments on a Facebook post. Setting up a comment guard on a Facebook post or ad will allow your bot to automatically send a message to anyone who comments on that post. Anyone who responds to your bot becomes a named contact in MobileMonkey that you can send follow-up messages to for lead nurturing and sales.

Best of all, it’s totally free to make a comment guard with MobileMonkey.


Ready to create a comment guard? Sign up for a free forever MobileMonkey account and go to the Facebook tools > FB Comment Guards.

step 1 facebook comment guard in mobilemonkey get free leads

Name the comment guard and choose the boosted post from the drop-down of your recent Facebook Page posts.

Write the conversation that your bot will have with your Facebook post commenters using widgets like Text widget, Quick Question widget, image and GIF widgets.

Use the Quick Question widget to give the reader a fast way to answer an engaging question.

step 2 ask an engaging question from commenters

The key here is to ask a question that people will reply to because as soon as they send a message in reply, MobileMonkey will capture them as a lead you can follow up with, and you’ll know their name, where they’re located, their language, and more, automatically.

Last, choose how often in a given period someone can comment and get this autoresponder.

designate a frequency cap for how often your facebook auto responder can message users

See comment guard examples to inspire and delight you in this post: 5 Unicorn Comment Guard Examples and Convert Commenters Into Leads with a Facebook Auto Responder for Page Posts for Free.

And that’s it! You’ve boosted a Facebook post to extend its reach to your custom audience and you’re capturing leads from the post that you can follow up with and nurture as a lead.

What are the benefits of boosting a Facebook post?

Facebook’s “Boost Post” ad is often suggested as a tool that marketers should have in their arsenal if they want to battle the steady downward trend in organic reach on the platform. 

This has been happening year-on-year as Facebook has become an increasingly competitive place for businesses looking to broadcast their content to win larger followings and increase their sales.

So you might want to ask, does boosting your posts achieve the desired result, or is it an ineffective gimmick?

Here are a few of the many benefits of boosting a post on Facebook.

Facebook boosted post benefit #1) Increase engagement

As you probably already know, everything that happens on Facebook is determined by algorithms, and success goes to those who understand how to make those algorithms work to their advantage.

Facebook has a clear preference for content with high engagement, so that means that posts that receive more likes, reactions and comments are far more likely to appear in peoples’ newsfeeds. 

This is because Facebook wants to optimize the experience of its users and show them content that they are likely to be enthusiastic about and engage with, and let’s be honest, that means more people seeing ads and making Facebook more money!

When you boost a post that has already done well for you organically, you are creating a trigger for that exact same algorithm, which will make your post show up on newsfeeds, and because the content is already socially proven, it will trigger a cascade of engagement.

Facebook boosted post benefit #2) Maximize value of existing content

It’s fairly common knowledge that doing paid traffic on Facebook means creating brand new, untested content for the ad creatives and then split-testing it to find the winners.

However, if you boost your post, you’re using your existing, proven content and squeezing extra value out of it. There’s no need to split-test, because the organic results of your post have already shown you that it’s a winner for your audience. This is like pouring an extra splash of fuel onto the fire!

When you’re paying for traffic on Facebook, boosting your best posts allows you to get every drop of value out of both your content and your budget.

Facebook boosted post benefit #3) Test content cheaply

Another fantastic advantage of boosting posts is how cost-effective it is for testing what works. For just a dollar a day you can test a large number of posts, meaning that each test will cost you just $7 for the week. 

This makes it much easier to find your winning content without breaking the bank.

Facebook boosted post benefit #4) Boost to any targeted audience you want

Just like with the Facebook Ads platform, you can boost posts to any audience segment you want, which is very powerful. So although the technical objective of boosting is engagement, in reality you can choose any goal you want for the post, such as lead generation, revenue or exposure.

Examples of custom audiences you could boost to would be people who have visited your site, people who have watched a certain video, or people who are on your segmented email list. In effect, you can boost to people who are at any stage of your overall funnel. 

You can also build conditional sequences, so if someone does A then B happens next. This is incredibly powerful for automating your marketing efficiently.

Facebook boosted post benefit #5) You don’t need a conversion objective

Regardless of whether they are amateurs or professionals, most Facebook advertisers don’t realise that if they’re not getting 50 conversions per adset per week, then Facebook doesn’t have enough data to optimize for an objective like CPA or return on ad spend.

The beauty of boosting a sales-driven post to a custom audience is that the audience is already sufficiently targeted and doesn’t need to be optimized for a conversion objective because it’s already a warmed up audience. 

If they have already been to your site or downloaded your whitepaper, then there’s no need to engage Facebook’s algorithm to drill down the targeting. The audience is already small enough for the post to do its magic!

Should you include a call-to-action button when you boost a Facebook post?

Cost and experience has shown us that when you boost a post, it’s generally not a good idea to add a call-to-action button. Why? Adding a button to a post can triple your costs!

When you add a CTA button, Dennis’s agency has seen CPM costs increase from around $8 to nearly $30.

This cost increase is seen no matter which call-to-action button you select, and there are a number of button options:

So our recommendation is to always choose “No Button” under the Post Button option when setting up a boosted post on Facebook.

How do you measure the success of boosted posts?

You can’t tell the ROI of a boosted post by itself. A boosted post should be part of an integrated campaign.

Dennis Yu provided an interesting analogy in our video conversation, saying “David, if we go to a bar and we want to pick up women and I want to evaluate whether I’m going to get married or not, it’s going to take multiple days. It’s going to take multiple stages in that relationship.

“What I want to do is track the incremental ROI or the yield that comes from that boosted post because each of these stages in the funnel is an assist to that next stage.”

In other words, if you’re selling a course on Facebook Ads like Dennis does, create short videos about Facebook advertising and publish them as Facebook posts first before you ask for the sale.

Build a custom audience and drive people further down your content funnel

You can identify certain users that consume a significant proportion of your videos and use that data to build a custom audience. 

You should track the incremental ROI or the yield that comes from that boosted post through each stage of your funnel that you set up prior to your measurable call-to-action.

That’s why you should boost posts. You want to build custom audiences, This enables you to deliver future posts to those who have already consumed your previous content.

I.e. it can be really effective to remarket to anyone who’s watched at least 30 seconds of a previous video, or anyone who’s watched what Facebook calls a ThruPlay.

Marketing your products or services to your custom audience

Once you’ve started to build your custom audience, this provides you with a much better opportunity to directly market your products and services to a warmer group of consumers.

It’s generally accepted that it’s much more effective to market to people on Facebook who have already heard of and interacted with your brand.

Calculating the financial value of boosting posts

The way you calculate the value of boosting posts is to measure the difference between the yield of a cold audience to become a lead, versus the yield of a custom audience to become a lead.

If you’re doing a really good job, it’ll only cost you a penny or two to build a ThruPlay audience member or an engaged audience.

Are you willing to pay two cents or even five cents to warm somebody up and then run whatever your sale campaign is? If not, why not?

A boosted post is just one type of Facebook ad.

You can run Facebook ads for brand engagement, for video views, for an FAQ chatbot, for events, for website clicks and other Facebook chatbots.

There are a lot of things that you could do with Facebook advertising, but the boosted post is unique in that it is amplifying content that’s already on your page.

Also, a boosted post is the only type of Facebook ad that gets fed by the Facebook newsfeed algorithm.

Note: Don’t make your boosted post ads look like ads

It  just so happens that the Facebook ads that don’t look like ads are the ones that perform the best!

All of us know what ads look like, so we don’t tend to click on them.

If we do mark something as an ad, there’s four ways to deliver negative feedback:

  1. “Report”
  2. “Spam”
  3. “Hide post”
  4. “Hide all posts”

When a user hits one of those options, this creates a signal to Facebook to then penalise you organically and as well as in your advertising.

Why engagement is key to how to boost in Facebook

When we can create stuff that truly engages, the boosted post thrives.

If your post is doing well organically, it’s probably going to do well when you boost it too. If it’s not doing well organically, this is a strong signal that you shouldn’t be boosting the post.

Test engagement levels on other platforms first 

We all know that there is limited organic reach on Facebook pages. However, this doesn’t mean that you can’t test the organic success of posts first before paying to play.

For example, you can use your Facebook profile to test the popularity of posts before re-creating them on your Facebook page.

You can do the same with Facebook groups and even on other networks such as LinkedIn. Organic success on other platforms is a great signal that the same content would work well as a boosted post on Facebook. 

Another great source of content is customer testimonials of videos that you record while you’re out at conferences. If it engages somewhere else, it’s like to engage as a boosted post on your Facebook page.

How do you boost your post on Facebook?

You’ll need to boost your posts from your public page, not your personal profile.

Your page can either belong to your business or be about you as a personal brand. Whichever it is, boosting the posts will work in the same way.

However, even though you won’t be using your personal profile, it might provide you with some great content to copy over and boost, especially if there is an overlap between your personal life and your business.

On Dennis Yu’s personal profile, we can see an example of a post that received a great level of engagement from his Facebook friends, providing a clue that this kind of content would do well in a boosting scenario.

Select a post with high levels of engagement
Select a post with high levels of engagement

Also, you don’t need to worry if the popular content wasn’t posted by you. You can even copy over someone else’s post about you from your profile onto your page to be boosted, if the numbers make sense. 

Post interaction levels that you're trying to achieve
Post interaction levels that you’re trying to achieve

As long as the content is relevant to your business and your goals for the post, then boosting it will be a fantastic idea.

When you cross over to your public page, you’ll notice that Facebook even gives you boost suggestions based on your most popular posts.

Facebook suggesting that you boost certain posts
Facebook suggesting that you boost certain posts

The key to success with boosting posts on Facebook is to boost content that has already proven to be popular. This could be posts that are already on your page, but you can also cross-post content from your personal profile, Youtube channel, Instagram or wherever else that the post has received proven engagement and popularity.

Here we can see another post by Dennis with a proven level of engagement at approximately 10%. This would be an excellent example of a post that could be boosted.

Another example of a post that Facebook recommends that you boost
Another example of a post that Facebook recommends that you boost

Notice again how Facebook is actively suggesting that the post is doing well and should be boosted! This is a clear sign that those who advise not to boost posts are misguided. What benefits Facebook benefits you, so there is a very good reason to follow that hint from them when you see it!

Facebook actually tells you how to best boost a post on Facebook

Facebook actually tells you how to best boost a post on Facebook – i.e. what posts are already performing better than your average posts, that way you have a strong indication as to which posts you should be boosting.

Boosting posts from a dollar a day
Boosting posts from a dollar a day

When you boost a post, 90% of the time you should be doing it to encourage post engagement and as a result, build a custom audience.

You can be highly targeted with regards to who sees your boosted post. In the Screenshot below you can see Dennis selecting a very specific audience to see the boosted post.

The idea is that you’re hyper-targeted with who sees your boosted post, so that you can just focus on boosted post engagement levels for your remarketing campaign – and Facebook remarketing is something that Dennis and I will cover in more depth in a future episode of the Chat Marketing Train!

3 key takeaways on how to boost a post on Facebook

1) Boost posts that have already proven to be popular organically

Don’t boost every post that you happen to publish on your Facebook page. You should only boost the posts that result in high levels of engagement.

As Facebook pages don’t provide a great deal of organic reach, you should test a post’s likely popularity by publishing it elsewhere first – either on your Facebook profile, in a Facebook group on perhaps on an entirely different platform such as LinkedIn.

2) Don’t use a call-to-action button for cold audiences

Engagement costs around 3 times more when you include a call-to-action underneath your posts.

Why? One of the advantages of the boosted post ad is that it looks like an organic Facebook post. Adding a call-to-action button changes the post so it doesn’t look like an organic post.

As a general rule of thumb, consider including a CTA if your traffic is warm (i.e. they have engaged with your brand before) and the CTA specifically relates to the content that you’re sharing. However, it’s a better idea to use a Facebook post comment guard to capture leads from boosted posts because the ad will still look like an organic native Facebook post but will be enabled to capture leads.

3) Boosting posts should be part of a holistic Facebook advertising strategy

While boosting posts can grow your brand awareness, to be much more effective they should be part of an overarching multi-step Facebook advertising campaign.

Make sure that you’re building custom audiences based upon who has engaged most with your posts and run follow-up lead capture remarketing campaigns for this specific audience. 

Are you currently boosting posts on Facebook? Let us know how it’s going and any questions you have in the comments.

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Important Next Steps


3 Money-Making Tactics for Selling with Chatbots: How to Sell Products Online Using Chatbots

Chatbots are a hot marketing tool in online business because a well-programmed chatbot is a 24/7 sales assistant for your business.

Engagement is the name of the game in today’s world of fast-paced digital marketing, and selling with chatbots can give you an edge, as there is nothing more engaging for your customers than having a live chat.

Selling with chatbots can also help you gain extra insight into consumer behavior, as your chatbots can store the responses it gets so that you can enhance your e-commerce success.

In this article, we’ll review the super-effective secrets to selling with chatbots with digital agency founder Isaac Rudansky of AdVenture Media. Isaac’s agency uses paid advertising, conversion optimization, content marketing and chat marketing to help clients sell more online.

Here we look specifically at how to sell products online using chatbots like Isaac’s agency does for clients like Forbes Magazine and Sofamania.


In this article:

What is selling with chatbots?

A chatbot is a piece of software that can integrate into messaging platforms like Facebook Messenger, website chat and SMS and take part in automated, interactive conversations with prospects and customers.

When done correctly, using a chatbot can play a vital role in moving people through your sales funnel.

If you’re looking for the best way to sell products online, then you’ll want to consider a chatbot platform like MobileMonkey to help you scale your reach and achieve your sales goals.

How to sell products online using chatbots: 3 money-making tactics that drive sales

These are the 3 super-effective sales techniques that a sales chatbot needs to demonstrate in order to help a business effectively sell more online.

How to sell products online using chatbots: Tip #1) Be friendly and personalize messages.

If you’re just getting started with building chatbots, start here: How to Build a Chatbot in 5 Minutes.

Once you know the basics of creating a chat marketing campaign, you can understand the importance of being friendly and personalizing messaging when selling with chatbots.

You can’t go wrong when you open up your chatbot dialogue with a friendly question.

From a psychological perspective, people generally feel very compelled to answer a question if it’s asked of them. It feels rude to not answer a question, and you’ll see that the vast majority of people will reply.

This is a great way to get your first engagement from your visitor. This is not only valuable because the visitor is more engaged, but it’s also valuable from a Facebook perspective.

If your bot is operating on Facebook Messenger, then Facebook’s policies only allow you to continue interacting with a visitor if they engage with you first. Getting them to answer a friendly question will satisfy that requirement and allow you to continue the interaction!

Be sure to show plenty of humor and uniqueness in your message. Nobody likes a dull and boring brand. Keep it fresh and light!

Example of a humorous first message from a MobileMonkey chatbot
Example of a humorous first message from a MobileMonkey chatbot

After the user replies to your first question, you can then use the {{first name}} tag to address them by their first name in future messages, which is also a great way of making them feel welcomed, as well as for continued engagement.

Use of the first name tag to personalize a message
Use of the first name tag to personalize a message

Using MobileMonkey you can also incorporate funny animated GIF images into your messages to add loads of personality to your chatbot. Don’t miss out on this tactic!

While all of these tricks are great, you should always remember that you’re not trying to get the bot to pretend that it’s human. 

The purpose of the chatbot is not a pretense. The purpose of it is to show your visitor or customer that you take them seriously as a person and that by building a semi-personalized chatbot, you want to deliver them a wonderful, amusing and personal experience. 

Not only does it set a great tone for the present moment, but it also gives them a clue as to how you’ll treat them in the future. So it’s worth setting that tone right at the start.

How to sell products online using chatbots: Tip #2) Run promotions to chat marketing contacts.

When your bot is up and running, whether a Facebook Messenger bot, an SMS bot or a website chatbot, you’re creating new contacts with every lead and customer who starts a conversation.

Next it’s time to let your subscribers know about products and offers, sales and promos.

Here we’re going to build a popular and effective chatbot use example: a sale or promo bot blast.

Example MobileMonkey chatbot message about a promotion
Example MobileMonkey chatbot message about a promotion

In the screenshot, notice how scarcity is used by emphasizing that the sale is running today. People want more of what they think they can’t have for much longer!

Notice also how subtle social proof has been added with ‘one of our most popular sectionals.’

Finally, at the end of the message a question has been asked, which triggers the impulse to reply with an answer that we mentioned before.

In one tiny chatbot message, we have used three powerful psychological triggers!

Another example of a promotional message in MobileMonkey
Another example of a promotional message in MobileMonkey

After the user replies to the first question, the second promotional message is sent, which mentions the product details.

40% off and free shipping are both fantastic value propositions, and the fact that they are delivered exclusively in a chat window makes it feel even more special and exclusive for the customer.

The scarcity has also been re-emphasized as well, with ‘only a few left in stock.’ This is again a great psychological trigger that encourages the sale right from within the chat.

Use of the gallery feature in a MobileMonkey sales message
Use of the gallery feature in a MobileMonkey sales message

You can add in some powerful imagery to help your sale too. This can be done using the gallery feature. It really helps to incorporate some tempting visuals into your chatbot sale interaction.

Let’s not forget that Facebook Messenger is a rich communications channel, so you can make full use of galleries, videos and GIFs to provide highly engaging visuals to your visitors.

Promoting a discount code on MobileMonkey
Promoting a discount code on MobileMonkey

Another thing you can do is provide an extra push by providing a discount code too! Again, you can stress that this has limited time validity.

To learn how to send a chat blast in Facebook Messenger, read this guide: “How to Chat Blast Your Facebook Messenger Contacts.”

To learn how to send a mass text message, read this guide: “How to Send a Text Message Blast.”

You can also initiate conversations about sales and promos using an automated follow-up that sends a coupon code to new subscribers. Learn more in “What Is a Drip Campaign? How to Do SMS Drip Marketing & Messenger Chat Drips for More Sales & Deeper Customer Relationships.”

How to sell products online using chatbots: Tip #3) Send non-sales content to chat contacts to nurture, educate and engage.

You don’t need to focus all your chatbot time and attention on the bottom of your funnel.

In fact, chatbots are just as great at the top of the funnel, or even without a sales objective clearly in mind.

You can make your chat visitor aware of some of your non-sales content as well. Think of it like having a casual conversation with someone about your business, without pushing sales at all.

Promotion of non-sales content using MobileMonkey
Promotion of non-sales content using MobileMonkey

Here in this example, we are framing a piece of content as a curious question. We’re making it very tempting and easy to engage with.

When you provide people with high-quality content that isn’t salesy and which provides them with free and useful information, you’ll trigger a reciprocity instinct. They will want to return favors to your business for being so helpful to them!

Naturally, when the time comes for this person to buy a rug, their mind will gravitate towards your business as they will view it as an authority in the field. This is a very powerful place to be in when you want to generate sales.

Presenting non-sales content without hype or sales language
Presenting non-sales content without hype or sales language

In this screenshot here, you can see how we present the piece of content. It’s delivered in a calm and practical way, without any hype or sales talk.

The only objective is to be useful to the person in that given moment. You can’t fool people into buying before they are ready!

Why is chat marketing such an effective way to sell products online?

In short, consumer behavior has changed so much in the last few years that previous generations wouldn’t even recognize it now.

Back in advertising’s golden age, the only place that consumers could get product information would be from the ads themselves. 

In order to learn about products, people had to buy newspapers and look at the ad section to find out about the latest products on the market.

The importance of psychological triggers

Human nature is never going to change, and even though the technology has changed hugely, the same undying principles of persuasion in sales continue to persist as they always have. 

The fundamental ideas of reciprocity, identity, information, value, social proof and scarcity will always work in sales, and we recommend that you study these at least a little before you build a chatbot flow.

Isaac is the expert when it comes to applying psychological principles of persuasion to marketing.

Be sure to check out Isaac’s advanced chatbot conversion video tutorials in MobileMonkey’s Chatbot University.

Samples and free trials are the new normal

In today’s day and age, marketing is so far removed from that old tradition. Nowadays, samples and free trials are the new normal. 

As well as wanting to try before they buy, consumers are now completely in charge of when, where and how they find product information.

Consumers now want to have a different kind of conversation with brands, and they are in charge of the flow of information. This is in stark contrast to the old days, when brands were in charge of the information flow.

Chatbots are 24/7 sales assistants

Part of being in charge of the information flow means that consumers also expect to be able to get in instant contact with a brand and get fast responses to their queries.

This is why using a chatbot builder can be such an asset for your bot-powered business. It gives you the ability to provide instant responses to a generation of consumers that has come to expect that as part of standard service.

You can of course achieve this with a call center or human live chat operators, but a chatbot gives you the ability to respond 24 hours a day, and is also a lot more cost-effective.

Chatbots can improve conversions vs conventional web forms

Also consider a conventional form on your website that requires various fields to be completed by your prospect. Perhaps not all the fields are relevant to them, and maybe the form is so large that they feel too lazy to complete it.

Our Facebook Messenger conversion forms can solve this situation too. You can design the whole chat flow to determine what’s relevant to that particular person, and ask them only the things that you need from them specifically. 

This makes it much easier and engaging for them, and they’ll be much more likely to provide the information that you need from them!

Why is chat marketing an effective way to sell products online?

The number one concern that businesses have about using chatbots is that they will appear artificial.

Chat bots are not designed to replace the moments when a real human being is required.

There are obviously certain times when your leads and customers will need very particular advice from a real person, and your business should definitely have that person available when they’re needed.

Customers want fast answers more than anything

What’s actually surprising though, is that there are many cases when customers don’t want to speak to a real person, and this is where a chatbot can be ideal.

With their ability to listen for keywords, chatbots can also solve problems and queries that an information or FAQ page can, especially if these pages are too long and complicated, making some people leave your site because they can’t find an answer quickly enough.

Have you ever called a company on the phone, only to be put on an endless waiting list while you listen to music? Remember how frustrating that feels? Again, a chatbot can prevent this happening to your customers.

Lastly, a chatbot allows you to expand your reach into familiar communication channels such as Facebook Messenger, web chat and SMS

This means that someone can switch from talking to a close friend to speaking with your business all on the same screen. It’s wonderful to be able to reach people in this special and almost intimate space.

How do chatbots help sales?

If set up correctly, chatbots move prospects from the consideration phase to the purchasing phase. That’s what makes them a key tool for moving people down your sales funnel.

Forget what you’ve heard about short, punchy copywriting being the best for selling products. In most cases, a sale will take a lot more writing. So why not take that writing into a chat window where it can be more engaging for your customer?

After all, brands are constantly underestimating the amount of information that consumers want before making a purchase. Not only can a chatbot help with providing this information, but it can also help the brand learn about what people are asking.

You can use your chatbot to notify visitors of new sales and promotions, or perhaps a valuable piece of content that you have just published. By having something there, you’ll always prevent some visitors from leaving that otherwise would have!

What do the best bots have in common?

The vital key to a successful chatbot is the correct setup. You have to take the time to set up the chat flows carefully, and try to address as many potential questions you can with helpful answers.

One of the most important tips is to have your chatbot admit its identity – have it tell your visitors that it’s a bot to set expectations, but at the same time let them know that your bot has some very cool features. This will encourage them to ask the bot some questions.

If your bot uses predefined buttons for the user to submit replies, then make sure that you spell this out to the audience segment. Make it as easy to use as possible.

Seeing as the success of a chatbot is all about the setup, we’re now going to have a look at 3 easy examples in MobileMonkey!

Closing thoughts on how to sell products online using chatbots

Chatbots offer you an incredible chance to engage with your customers across new platforms and communication channels, and to form special personalized relationships with them that would otherwise be impossible without an army of staff on your payroll.

They are also capable of providing you with unique insights into the needs of your customers that you would otherwise have no clue about.

So don’t delay, set up your first chatbot today and enjoy a big difference in engagement and sales. You won’t look back!

Are you currently thinking about how to sell products online using chatbots? Let us know how it’s going and any questions you have in the comments.

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Important Next Steps

Facebook Ads

How to Do Mobile Advertising on Facebook: Interactive Mobile Ad Tactics to Give You an Edge

Today we’re going to explain how to do mobile advertising on Facebook.

Facebook announced on March 24 that traffic across its properties is up 50% to 70% as a result of COVID-19.

You can make a big impression on customers viewing Facebook from mobile devices using the mobile ad tactics for generating customer engagement and top-tier performance shared here.

  • More than half of global internet traffic happens on mobile devices. (Statista)
  • Nearly a quarter of digital ad spending is spent on the Facebook Ad network. (Emarketer)
  • Mobile is a touch point in over 80% of customer purchase journeys, and a first touch point in over 20% of purchase journeys. (Google)

Ready to learn how to do mobile advertising on Facebook?

Read on or watch the video to learn all about mobile advertising on the Facebook Ad network including what mobile ad options are and how to launch low-cost, high-ROI mobile ads on Facebook.

What are the advantages of mobile advertising?

Advertising can be traced back to the advent of the newspaper and the ability of some of brands to buy space where they knew that they would get attention.

As radio and television became popular, and later, the internet, marketers and businesses have continued to move to the channels where they could to buy their brand a spot in front of their target audience.

The internet offers more enhanced audience targeting than any other medium; and the mobile phone enhances targeting options even more.

According to one study, mobile advertising delivered a 30X better ROI than other digital ads.

So what is the importance of mobile advertising? Why are mobile ads so effective?!

Here are 12 reasons why mobile advertising delivers strong returns on ad spend:

  1. Customers are on mobile. More than half the time spent online takes place on a mobile device.
  2. Mobile is the most personal. Advertisers can personalize messaging in new, engaging ways, to the device in customers’ pockets.
  3. Mobile is location-aware. With mobile advertising, advertisers know the precise location of an audience, which can improve performance 20X.
  4. Mobile offers multiple touch-points. With 84% of multi-touch customer journeys including mobile, it’s not to be overlooked.
  5. Mobile creates individual customer profiles. While some laptops, desktop and tablet devices are used by multiple users, mobile is generally used by an individual.
  6. Mobile advertising is one-to-one. Messaging ads including SMS blasting and Messenger marketing are delivered to a specific customer.
  7. Mobile advertising is opt-in. Sending a text message blast or Facebook Messenger blast requires subscriber opt in.
  8. Mobile advertising is interactive. Conversational messaging allows for two-way conversations with learning from both directions.
  9. Mobile advertising has lower block rates. Ad blocking happens less for many mobile ads that are entertainment-based, interactive and opt-in.
  10. Mobile advertising uses activity triggers. How to segment an audience for ads on mobile include relevant insights when customers or leads take important actions.
  11. Mobile advertising combines automation and live support. Smart triggers for live operator takeover turn mobile ads into highly personal, engaging customer experiences.
  12. Mobile ads have competitive lead cost per acquisition. Cost per acquisition of Facebook ads in mobile placements, including click-to-Messenger ads, is among the lowest across all platforms.

What are the different types of mobile advertising?

Mobile advertising is an umbrella term. It covers advertising practices including search ads, display ads, social media ads and more.

Mobile advertising also includes native advertising and mobile app ads; this is key because half of the time that people spend on mobile devices is spent on apps, and half is spent browsing mobile websites.

Mobile app ads formats include:

  • In-app interstitials
  • Reward video ads
  • Mobile ad banners
  • Playable ads and game ads
  • Mobile native ads (editorial style videos or text like Facebook in-stream videos)

If you’re wondering how much does it cost to do mobile advertising, figures vary.

Cost per 1000 impressions of a video ad on YouTube is going to be very different compared to a takeover of the New York Times website, for instance.

Advertising on the New York Times website
Advertising on the New York Times website

Cost of online advertising also depends on the industry and the target customer.

How to Do Mobile Advertising on Facebook: What You Need to Know to Get Started

Facebook is an effective mobile advertising network for businesses of all sizes because:

  • Facebook ad network reaches over 1 billion people a month.
  • Facebook ads offer rich audience targeting options.
  • Facebook ads are simple enough for anyone to make an account and launch an ad.
  • Facebook ads including campaign performance reporting including impressions, cost per result, and other analytics.
  • Facebook ads cost less than other ads.
facebook ad costs vs television ads

When we talk about mobile Facebook ads, one of the first thing that you want to understand is what mobile ad options are available on the Facebook Ad network.

When intending to build a successful campaign is to consider where on Facebook you’re intending to place the ad.

Next, you should consider whether you want to produce a branding and awareness campaign at the top of the funnel, a traffic or engagement campaign at the middle of the funnel, or a conversion campaign at the bottom of the funnel.

All of these campaigns can be targeted to different placements.

What kinds of mobile ads are available on Facebook?

There are 7 different mobile ad placements available in the Facebook advertising network:

  1. News Feed Ads: Facebook News Feed, Instagram News Feed, Facebook Marketplace, Facebook Video Feeds, Instagram Explore
  2. Stories: Facebook Stories, Instagram Stories, Messenger Stories
  3. Apps & Sites: Audience Network: Native, Banner, Interstitial; Audience Network Rewarded Videos; Audience Network In-Stream Videos
  4. Messages: Facebook Messenger
  5. Search: Facebook Search Results
  6. In-Stream Videos: Facebook Videos
  7. In-Articles: Facebook Instant Articles

Facebook has placements within its news feed on its different properties. i.e. through the Facebook advertising platform you can target the mobile newsfeed for Facebook the network, Instagram and Facebook Marketplace, where many people shop.

In addition to that, you also have the mobile Facebook Stories experience versus the desktop experience of Stories.

The vast majority of consumers are experiencing Stories on a mobile device, so be sure to optimize your ad creation for the devices that your consumers are using at the moment.

As well as advertising in the Stories platform, you also have “In-stream videos”, which are a type of native advertising.

Many Facebook ads are considered native, due to the fact that they’re part of the same content stream that they’re absorbing and this makes the opportunity doubly appealing for advertisers.

In terms of selecting a call-to-action, as well as having the ability to create a click-to-Messenger ad, a newer option for advertisers is to be able to send users to their WhatsApp account, something that could be very powerful indeed.

A further possibility to explore is advertising in Facebook’s audience network, i.e. inside 3rd party mobile apps that allow Facebook to show ads within their content.

Interactive Messaging Ads on Facebook

There are two types of mobile app advertising opportunities that give advertisers the ability to create interactive, conversational Facebook mobile ads which are delivered to users of the Messenger chat app.

One is the click-to-Messenger ad. The other one is the sponsored message ad.

We will walk through the advantages and steps to set up both.

How to Do Mobile Advertising on Facebook, Engaging Ad Type #1: Click-to-Messenger Ad

The click-to-Messenger ad is more for the top or middle of the funnel.

At the top of the funnel you might be considering generating awareness to a cold audience or some interest-based audience.

After they view your content, you may wish to offer them a call-to-action which if clicked upon may result in them becoming a contact in your lead database.

In the middle of the funnel you might be using a custom audience or a remarketing audience in order to convert somebody who’s already been to your website onto your Messenger contacts list as well.

How to Do Mobile Advertising on Facebook, Engaging Ad Type #2: Sponsored Message Ad

Once people become one of your contacts on Messenger, you can move them further through your funnel through sponsored message ad campaigns.

This is a much lower funnel activity where you’re conversing with people who are already a contact, people who already know your brand.

At this stage you can send nurturing drip campaigns. As you nurture this audience segment and as they learn more about you and your solution, they start to seriously consider buying from you.

Perhaps you’re going to have a sale soon? This is a great reason to send a sponsored message to everyone who is in your contacts.

An advantage to this is that it allows you to message people who are outside of the 24-hour window that Facebook has for sending follow-up messages.

Creating mobile ads in Facebook Ads Manager

When you create a new ad campaign in Facebook, this is what you see first:

create new facebook ad in facebook ads manager

You firstly choose your marketing objective. This is where you map your customer funnel to the advertising campaign that you are creating.

Ask yourself whether:

1) Your target user is at the top of the funnel, where you’re looking to generate awareness of your brand and encourage content engagement.

2) You’re trying to educate your users because they’re in the consideration part of the funnel. (This is where you can generate traffic to your site, i.e. the completion of lead generation forms and the sending of messages to your agents.)

3) Your user is likely to be at the bottom of the funnel, meaning that you should attempt to drive the user towards making a purchase decision.

How to Restrict Facebook Ads to Mobile Ad Placements

To demonstrate how to restrict a Facebook ad to mobile ad placements only, let’s set up a campaign.

For this example we’ve selected “brand and awareness” as the objective.

By default, Facebook will choose “automatic placements” for your campaign.

Selecting automatic placements
Selecting automatic placements

Facebook’s machine learning is improving all the time, so it’s worthwhile leaving your placement selection with the machine and just selecting your target audience and ad objective.

Facebook will allocate your budget based upon your objective as well as how its machine learning algorithms see the operating performance of your campaign over time.

You can also choose manual placements if you know specifically for instance that the creative or the visual assets that you have for your ad will only look good in a certain format e.g. Stories. In this scenario you would just select a Stories placement.

There are pros and cons with selecting manual placements for your mobile advertising campaigns.

One of the cons is that each campaign takes longer to set up, one of the pros is that you can target creative more precisely to each platform.

4 platforms marketers have at their disposal when advertising on Facebook

  1. Facebook
  2. Instagram
  3. Facebook Audience Network
  4. Facebook Messenger

In each of those 4 distribution opportunities you have further granular control over how and where your message disseminates.

Creating Interactive Mobile Ads on Facebook with MobileMonkey

Did you know that you can create and manage your Facebook ads right inside MobileMonkey?

Inside MobileMonkey, select “Facebook tools” in the left hand navigation.

From there you can either select:

  1. “Click to Messenger ads” (ads that send users from any of the Facebook placements into your Messenger experience, where you can have a bot that helps guide users into your funnel, sending them follow-up messaging.)
  2. “Sponsored messages”

How to make a click-to Messenger ads in MobileMonkey

MobileMonkey has the ability to create a click-to Messenger ad from within the platform a few different ways. One of them is an ability to clone an existing ad from your Facebook ad account.

Create a click-to Messenger ad
Create a click-to Messenger ad

This means that MobileMonkey will take all the ad text, the headline, the description, the image or video from your existing ad and automatically turn it into a click-to Messenger ad.

However, as we don’t have any existing campaigns that we can clone in the example account that we’re using, let’s create a brand new click-to Messenger ad from scratch…

A click-to Messenger ad is quite similar to a traditional Facebook ad with a call-to-action. In this instance you’re just replacing your existing CTA (such as a website click-through) with a “Message” button.

Why use MobileMonkey to create and managing a Facebook click-to-Messenger ad

What’s special about MobileMonkey is you can install an automated sequence to deal with the initial enquiries that you receive from users.

This can act in the same way as a landing page, except that it’s more interactive.

In other words, rather than sending users to a landing page where there might be a form that they might have to fill out in order to receive more information about your business, you can make the process less painful and more highly converting by delivering everything inside of Messenger.

Why using “Messages” as a Facebook ad objective is a secret hack for mobile advertising engagement

By driving users through Messenger instead of using a traditional landing page, you could receive up to 75% higher conversion rate alongside 50% lower acquisition costs – what’s not to love!

This is because when you send traffic to a landing page, 90% of your users often leave that page rather than taking your desired call-to-action.

Messenger conversion rates for a lead capture campaign tends to be much, much higher because it’s interactive, it’s mobile friendly and it’s more convenient.

Your audience can engage with Messenger on-the-go much more easily.

All of these elements are such an advantage when it comes to running a mobile advertising campaign with Facebook.

Interactive Facebook Mobile Ad Hack #1: Create a Click-to-Messenger Ads

How to do mobile advertising on Facebook Step #1. Log into MobileMonkey, name the ad.

The first step to creating a Facebook ad inside MobileMonkey is to name the ad. For our example ad we’ll create a St. Patrick’s Day special offer.

Name the ad
Name the ad

Once we’ve named the ad, we select the ad account that we want to use. You can choose from all the ad accounts that your Facebook account is connected to from the drop-down menu.

Next, name the campaign. This is very similar to creating the ad inside of Facebook ads manager, but you can do all the setup right inside MobileMonkey instead.

How to do mobile advertising on Facebook Step #2: Create an ad from scratch or clone an existing ad.

Next, it’s time to set up the ad itself. This is where you tell Facebook who you’re sending the ad to, what you’re paying and when you’re running the ad.

You can clone from an existing ad set up or you can create a new one. We’ll just go ahead and clone an existing ad set.

As well as cloning bots, you can clone from an existing ad set and use a saved audience. However, in our example, this account doesn’t have a saved audience that we can use.

(Saved audiences will save you a lot of time if you have one already set up, but we’ll just create a new one…)

How to do mobile advertising on Facebook Step #3: Select the audience targeting for the ad.

In our example, we’ll call our audience “St. Patrick’s” and select the target countries from where we want the audience to come.

I’ll also set my budget to a lifetime budget of $500 and that the campaign timescale to run over the next two weeks.

Setting a budget for your ad
Setting a budget for your ad

In the screenshot below are all my different audience selection tools, since I’m starting from new.

Selecting your ideal audience
Selecting your ideal audience

You may wish to refine your target audience by age range and gender. You’d also want to target a specific location.

If you’re familiar with Facebook ads, you’ll be quite comfortable with how this works.

For this particular campaign we’re targeting the localities of the United Kingdom and Australia.

Note: As well as selecting specific audiences and locations of those audiences, you can also select device type. This is particularly useful when seeking to target mobile audiences.

How to do mobile advertising on Facebook Step #4: Finalize the ad creative, including graphic and text

Let’s now move on to finishing the actual ad creation, i.e. what your audience will see when they view the ad, such as the image or video, the ad description text, the headline text and what the call-to-action button says.

As mentioned in step 2, we have this ability to either clone an existing ad or create a new one. If we were to choose to clone an ad, we can pick if it’s going to be an image or a video right inside of MobileMonkey.

You can upload new creative or if you’ve decided to clone an ad, you can customize the ad you’re cloning too.

Next, it’s time to enter the text that you want to appear in your ad. What will your headline say? What should the description line say? What should your call-to-action button say?

(A call-to-action button is a button that the user will click from the ad into your Messenger bot experience in this instance, which is what we’ll create as the next step.)

How to do mobile advertising on Facebook Step #5: Choose the ad CTA button from 10 options

Facebook has pre-populated what your call-to-action buttons are allowed to say.

You can select from the following options:

  • “Send message”
  • “Apply now”
  • “Contact us”
  • “Donate now”
  • “Get a quote”
  • “Learn more”
  • “Shop now”
  • “Sign up”
  • “Subscribe”
  • “Book now”

For our example we’re going to select “Shop now” as our CTA option and within our descriptive text we’ll encourage our audience to click on the button.

How to do mobile advertising on Facebook Step #6: Create the follow-up messaging as an interactive automated conversation that collects lead info

The last part of the ad set up is to create the “Start bot” experience, which is the conversation that will play automatically once somebody clicks on the “Shop now” button.

What a Start bot does is it quickly initiates the conversation and encourages your prospects to share more personal information, such as their email address.

You have a lot of options within the Start bot to build a really interactive experience for anyone who is initiating a conversation in Messenger with you.

Remember – your Start bot is a big part of why your audience converts, because it creates a more interactive and engaging experience.

(There is also something called “instant lead capture”, which automatically takes the person who’s talking to your page and saves them as a contact that you can send follow-up messaging to.).

How to do mobile advertising on Facebook Step #7: Activate the ad

Now is the time to activate your ad if you wish to do so.

The above are just a summary of some of the more important things to be aware of when creating a mobile advertising campaign on Facebook in 2020.

Remember to keep on thinking about your objective and desire to encourage users to move step-by-step down the customer journey.

Facebook Mobile Advertising Case Study: Car Loans Canada

Car Loans Canada is a Facebook ads case study resulting in reducing their cost per acquisition by an incredible 44%.

The largest auto loan provider in Canada converted their quote request form from a website landing page into an interactive chatbot form.

The bot asked all the same questions in the loan application on the landing page; and then synced that data into their CRM or contact management system for follow up.

facebook mobile advertising case study car loans canada

If lead generation is your main reason for using bots, think about how to be super-engaging and how to create an irresistible offer that sparks curiosity.

This can then generate a contact in your database from which you can progress the relationship.

Interactive Facebook Mobile Ad Hack #2: Set Up Sponsored Message Ads

Once someone is your contact in Messenger, that’s when you use sponsored messages to re-engage them, reach them at the right time and pull them back into the conversation, or direct them to your website.

This is very simple to do inside MobileMonkey as well.

A sponsored message is a message that shows up in someone’s Messenger inbox, looking much like a message from any of their existing friends or businesses that they follow.

Let’s create a “St. Patricks” sponsored message. For existing Messenger contacts, we might want to offer a holiday special and say something like, “Take a look at our deals on our site for this holiday season.”

How to set up a Facebook sponsored message mobile ad Step #1: Select the Facebook ad account

In order to set this promotion up, we’re going to go ahead and select our account.

How to set up a Facebook sponsored message mobile ad Step #2: Select a relevant audience segment for the ad

Next, select the audience. You can send this message to any of the existing audiences that you have set up in MobileMonkey, which could be filtered on any number of attributes such as when they joined your list, what they’re interested in or where they’re located.

Remember that it can be tempting to message all of your contacts, but remember audience segmentation is much more likely to result in higher levels of engagement and improved ad performance.

How to set up a Facebook sponsored message mobile ad Step #3: Craft the ad text and add an optional image

In addition, in your text, encourage your audience to reply to you. Messaging is a 2-way conversation!

Take advantage of imagery too. You can incorporate images as part of the conversation. Do so if it’s likely to appeal to your target audience.

How to set up a Facebook sponsored message mobile ad Step #4: Set the ad budget and schedule.

Finally, set your budget plus the length of your campaign.

If the campaign is time sensitive, set an end date for the campaign that lines up with the offer period.

And that is how you create a mobile Facebook ad that drives customers into an interactive conversation.

Facebook Mobile Advertising FAQs

How should a business get started with mobile advertising on Facebook?

In general, mobile advertising is the place to be to reach your target audience because as marketers:

  • We know where the audience is
  • We know that they’re actively engaged with their phone.
  • We know that our audiences on mobile are likely to be much more interactive than desktop users

However, mobile advertising is such a large umbrella of options. How do you even get started with mobile advertising?

Facebook offers one of the lowest costs per acquisition across many of the advertising channels today.

Cost per clicks are some of the lowest that you’ll find.

Impressions are low cost compared with most other digital advertising options.

Dive into mobile advertising on Facebook by setting up interactive click-to-Messenger ads.

Among all the different Facebook ad types, click-to Messenger is going to be the cheapest, highest-return option for most businesses.

Click-to Messenger ads can provide low cost per acquisition, loads of interactivity with your target market and less competition too, as many advertisers aren’t using this form of advertising yet.

What are mistakes that mobile advertisers make on Facebook?

It’s often been said that it takes 10 touches with a prospect for that prospect to become a customer.

One of the biggest mistakes that advertisers tend to make on Facebook is they ask for the sale too quickly. That’s likely to lead to very low engagement and conversion rates if consumers haven’t heard of you before.

It takes time to build sales. And businesses should try to map the Facebook content experience that they’re delivering against a typical customer purchase funnel to have better success.

As advertisers, it seems like every day we have more and more channels open and available to us. But this doesn’t mean that we should be distributing the same message everywhere.

We have to be more sophisticated in our approach and reach consumers with the right message in the right platform at the right time in their consideration journey.

This means knowing what channel to use, knowing how to communicate on that platform and how to share stories.

The Power of Bots for Interactive Mobile Advertising on Facebook

With bots we can now automate things that we currently have our team doing, which frees us up with the ability to do things that are not as repetitive or require more strategic and more creative thinking.

Click-to Messenger ads are a great way to send prospects into your funnel.

And using MobileMonkey and Zapier, the leads from Facebook ads integrate seamlessly with your existing business systems, taking a lot of the repetitive tasks that you’re currently doing off the table.

As new leads enter a sales funnel, activate Facebook mobile sponsored messages too.

Sponsored messages are a remarketing ad that allows businesses to speak promotionally about a brand and offer.

In Facebook sponsored message ads, marketers speak to an audience that is already connected to, reengaging them timely, relevant offers to become a customer or repeat customer.

Take advantage of these two interactive, personal, and cost-effective mobile advertising opportunities in Facebook today.

And if you’re trying to run multiple ad formats on Facebook, check out these Facebook ad examples that cover just about every Facebook ad type you could imagine.

Are you currently doing mobile advertising, on Facebook or other platforms? Let us know how it’s going and any questions you have in the comments.

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Important Next Steps

SMS Marketing

[Video] What Is a Drip Campaign? How to Do SMS Drip Marketing & Messenger Chat Drips for More Sales & Deeper Customer Relationships

Drip marketing campaigns are a series of messages that educate people discovering a brand for the first time or nurturing them along the customer lifecycle.

Drip campaigns are traditionally executed via email or direct mail, but there’s been an exciting new development in the world of marketing automation —

Modern marketers have found 2-way messaging platforms like SMS and Facebook Messenger are more personal, engaging, interactive, and develop more loyal customers.

Today I’m going to show you how to fully automate a prospect’s or customer’s awareness and consideration journey through drip marketing, with a deep dive into the new best practices for chat marketing drip campaigns.

We include step-by-step guide to setting up SMS drip campaigns and Facebook Messenger drip campaigns for welcoming, onboarding, and more, to copy for your own campaigns.

Jump to each section using the links below or read ahead for your total guide from what is a drip campaign to creating uber-engaging chat drip campaigns.

  • What is a drip campaign?
  • Why are drip campaigns so useful?
  • 3 important drip campaign use cases
  • The new way to drip: Drip marketing in text and chat apps
  • How to make a chat drip campaign in 8 steps
  • How to optimize chat drip campaign for top-tier engagement
  • Drip marketing campaign FAQs

What is a drip campaign?

Drip marketing definition: A drip campaign is a marketing communications strategy that consists of pre-produced content, delivered to a subscribed audience over a pre-determined period of time.

how to do a drip campaign
Click to enlarge

Traditionally drip campaigns are delivered through the form of direct mail.

Over the past 20 years, due to its low cost base and ease of delivery, email has become the preferred method to deliver drip campaigns.

More recently, due to the rapid growth and proliferation of communication apps such as Facebook Messenger and WhatsApp, drip campaigns have evolved to messaging app chatbots that initiate real-time, one-on-one customer communication.

Whether you’re planning a drip campaign for email or chat, the general planning steps are the same.

Here is how to run a drip campaign in 8 steps on any channel:

  • Step 1: Decide the purpose of the drip campaign. Is it intended to welcome subscribers, nurture leads, onboard clients, recapture abandoned carts?
  • Step 2: Identify who the audience is for the drip campaign.
  • Step 3: Select the communication channel for the drip campaign — email, chat messaging like Facebook Messenger or WhatsApp, SMS.
  • Step 4: Make sure to connect the marketing automation platform for the campaigns to any audience data source.
  • Step 5: Plan the campaign messaging.
  • Step 6: Set up the messages, including the rules for triggers, audience segmentation and timing.
  • Step 7: Start the drip marketing campaign.
  • Step 8: Review campaign performance, looking at metrics like open rate, engagement rate, and how well the campaign is achieving its purpose.

Email drip marketing and chat marketing drip campaigns always do these things:

  • Audience segmentation: The business stores contacts in a database which is able to filter contacts based on criteria that helps narrow down what an audience wants, needs or would find interesting.
  • Advanced scheduling: The sequence of messages in a drip campaign are designed to align with a customer persona’s questions and challenges in a typical customer lifecycle, and then scheduled to deliver to audience members at the time those questions would be asked.
  • Conditional logic: Marketing automation systems make it possible to trigger messages to send based on a drip campaign recipient’s engagement or demographics.

Why are drip campaigns so useful?

Drip campaigns give marketers and businesses the ability to build a relationship with leads and customers.

This is really important in marketing when you’re first interacting with a new prospect or a new lead because that means that they’re in a “consideration” phase.

They’re thinking about you, they’re thinking about your industry and it gives you a really great opportunity to capitalize on that timing and make sure that your brand is top of mind for the next few hours, days or weeks – however long your consideration process tends to be for your industry.

It’s also important to educate your audience so you can build trust. if you tell your customers things they don’t already know, you’re demonstrating that you are an expert in the field that you’re selling in.

It also means that you can use these conversations to learn more about what your consumers actually want. Ask questions to give you the data for how to segment an audience. That’s an especially useful aspect of messaging drip campaigns as opposed to email, which can be less interactive (check out our email capture chatbot too).

Building strong relationships with audiences

You can prompt your messaging contacts to share things with you that you don’t already know. This is also a great way to build a relationship, a two way relationship between you, your brand, and your leads or customers.

People are naturally more likely to do business with someone they’re familiar with. And brands who are able to add value and show expertise seize on this great opportunity to develop how they’re perceived by leads and customers.

Drip campaigns are a really important aspect of building customer relationships during the initial few hours or days since the initial connection was made.

3 Important Drip Campaign Use Cases

1. Lead nurture drip campaign

A lead nurture campaign gently encourages your subscribed audience to trust your brand more through the sharing of content that resonates with them.

For example, when we published the first episode of Chat Marketing Train, we gently nurtured our audience by making them aware that the new content had been published using the MobileMonkey chatbot.

Nurturing our audience using the MobileMonkey chatbot
Nurturing our audience using the MobileMonkey chatbot

According to Hubspot:

  • Nurtured leads convert 20% more that leads that aren’t nurtured.
  • Prospects often require at least 10 touches before a sale can be made.
  • The odds of a lead entering the sales process are 21x greater when contacted within 5 minutes.

2. Subscription drip campaign

A subscription-based drip campaign can be even more effective. This is because your subscribers have asked to receive very specific content from you.

For instance, MobileMonkey hosts quarterly virtual marketing summits.

Our Instagram & Facebook Ads Virtual Summit
Our Instagram & Facebook Ads Virtual Summit

This means that everyone who subscribes to watch the virtual summit has stuck their hand up to receive content about the virtual summit.

We’d be failing in our duty if we didn’t provide a drip campaign with content from the virtual summit.

3. Onboarding drip campaign

Thirdly, when someone becomes a customer, don’t suddenly forget about delivering relevant timely content.

According to podcasting guru Mark Asquith, one of the guests who contributed to my recent book, Marketing Now, focusing on your on-boarding has a dramatic effect on your business success.

Mark Asquith
Mark Asquith

Mark said:

“If you can market and you can sell and you can create the most wonderful experience to the point that someone buys – and after that, you drop the ball, your churn’s going to go up. Focus an incredible amount on your on-boarding – the welcome sequences, the personal touches. This is something that you should integrate into the first three months of a customer using your product or service.”

An on-boarding drip campaign is one of the ways that you can deliver this wonderful initial experience that we all wish to deliver.

4. Reminder drip campaign

One more to mention in this list of basic types of drip campaigns is the reminder drip series.

From reminding shoppers of items in their shopping cart they haven’t purchased to reminding customers of an upcoming renewal period or order confirmation, a drip marketing campaign can be triggered to assist shoppers or prospects in making their next purchase.

The new way to drip: Drip marketing in SMS and chat apps

Consider using chat marketing to deliver your drip campaign instead of email.

Especially if you’re thinking about your communication with a new lead over the initial 24-hour period.

If you receive a large number of emails in one day from a company, it’s natural to perceive that as spam.

However, when you chat with once of your Facebook Messenger contacts or using SMS, the same quantity of messages isn’t so negatively perceived.

This is partly because the messages tend to be shorter.

When communicating via chat, limit your messages to 200 characters, maybe a sentence and a question.

An audience will be a lot less sensitive to receiving several of those a day as opposed to receiving several emails.

To avoid being perceived as spammy, set expectations properly and enable users to easily opt-out.

Help them understand what the audience is signing up for. When context and expectation is established, messaging frequency can be higher than email.

SMS and chat drips are a 2-way conversation

Unlike drip marketing in email or mail, SMS drip campaigns and Facebook Messenger drip campaigns are interactive and reactive.

Chat is not a one-direction channel; there is learning happening in both directions.

What’s beautiful about these chat flows is that you’re able to make them inside a drip campaign from which you can route them one way for a positive answer, and one way for a more negative answer.

Either way, you’re going to learn a lot about how your customers perceive your brand.

Then you can feed those learning back, not only into your drip campaign, but also into your business as a whole.

SMS and chat drips create smart follow-up

You can also implement this as a way to positively stoke your app ratings. i.e. if a customer responds to your initial question in a negative manner, using this as a learning opportunity.

However, if a customer responds by giving you a positive rating, it gives you an opportunity to ask a follow-up question that requests them to leave an app rating and review.

How to make a chat drip campaign in 8 steps

Let’s now walk you through an example of how to create a drip campaign in 8 simple steps.

As you can imagine, users who tend to first interact with this event planner are in the process of exploring different options to plan a wedding, party or function.

This is important to keep in mind when we’re building our drip campaign case study. Check out more chatbot case studies here.

To start off, inside MobileMonkey, we navigate to “marketing automation” and then “drip campaigns”.

Now we’re in the right section inside MobileMonkey, let’s create a new drip campaign.

Step 1: Give the drip campaign a name.

We’ll give our drip campaign a name. This particular campaign is going to be used for onboarding.

Naming your drip campaign
Naming your drip campaign

Note that you can use drips to do a lot of different things, but it’s a great way to start onboarding and nurturing.

Step 2: Choose the type of campaign.

If somebody’s new to our brand, these are the initial messages they’re going to receive. We’re going to set up this campaign for Facebook Messenger.

Setting the type of drip campaign
Setting the type of drip campaign

As we’re setting it up, we select “promotional” even though it’s not going to be used for hard selling.

Step 3: Choose the audiences that you wish to send the drip campaign.

In this example I’m going to choose the audience called “All Contacts”.

Selecting your audience
Selecting your audience

This means whenever contact enters this audience (this particular list), they’ll be sent the first message of this drip campaign.

Step 4: Select the drip schedule.

There is a neat feature that allows you to choose a schedule during which your drip campaign messages will be sent.

Selecting your schedule
Selecting your schedule

If you want to prevent your messages from being sent on weekends or during someone’s night-time, you can do it using this little tool in this section of MobileMonkey. For this example I’ll just make sure that these messages are only sent Monday to Friday.

Step 5: Write the drip messages.

Next, what you want to do is to decide on your message, i.e. the core crux of the conversation.

Step 6: Select the time for messages to be sent.

The first thing you do whenever you create a new one conversation is to choose the time that you wish your message to be sent – i.e. the period after the last message received, or after the contact joins the audience.

Selecting the time that you wish your message to be sent
Selecting the time that you wish your message to be sent

In this case we’re setting it up so they receive the first message as soon as they join the audience, but we can delay this for any time period we desire.

Step 7: Add conversation widgets.

Let’s add a conversation widget to the campaign. Within this text, it’s good practice to try to make sure that the user or the contact knows that they’re able to unsubscribe very easily, directly from a campaign message.

Adding conversation widgets
Adding conversation widgets

To ensure that your users know this, write “Just reply type ‘stop’ at any time to unsubscribe” above each message that you send.

After that you may want to ask your message recipients a question. In my example it’s going to be, “Hi first name, are you interested in hearing some tips on event planning?”

Try providing your user with a couple of options here. In our example we’ll offer “Yes” and “No thanks”. Great. Our answer to a positive response will be “Great, we will be in touch with the tips.”

Step 8: Ensure that you’ve catered for all the conversation scenarios.

In reality we’d also like to establish a set of responses for a negative response, but as this it just an example, let’s just focus on dealing with the “Yes” response.

Our next job is to decide on a drip to send whenever a user provides us with a positive response.

We can then set another time period to lapse – say an hour but it could be more and could be less – and then we’ll send the recipient our first tip.

For this example we’ll say “tip number one is to always over communicate with everyone involved in planning your event”. It’s not a particularly helpful tip, but you get the idea!

How to optimize chat drip campaigns for top-tier engagement

Drip marketing campaigns sent via messaging apps have much higher engagement, interaction and rich media content than drip campaigns sent via email or direct mail.

These are the pro tips for amping up the engagement factor, delighting leads, and as a result, increasing response rates.

Drip marketing engagement tip #1: Make chat messaging content brief, visual and interactive

Facebook Messenger and SMS are unique in that they are fun and interactive. That’s something to take advantage of in chat drip campaigns.

When you’re sending out drip messages in chat, make them engaging by adding a GIF.

This is really easy to do through the MobileMonkey GIF widget.

Add some fun and engagement!
Add some fun and engagement!

Then, you can carry on sending out your tips. Be a little bit careful about the quantity you send.

A maximum of 3 in the first day is generally OK.

After that you may try a soft-sell to encourage the user to get back to you or to check out your products or services.

Drip marketing engagement tip #2: Be educational before you try sell.

Drip campaigns work by creating a relationship. Say you go to a networking party. Do you go right into selling them your products or services? You probably get to know them and tell them a little about you first.

Chat drip campaigns are like that, a chance to get to know each other.

Start with education and see if it makes sense to continue the conversation.

Say it’s three hours since a recent educational tip was sent.

We could now say something like “How about we get on the phone to discuss the event you’re planning? and you could leave “Sounds good.” or, “I’m not ready yet.” as response options.

Continuing the conversation
Continuing the conversation

If someone clicks on “sounds good” you’d want to add a notification widget to send somebody an email notification who might handle this sale to get in touch with the lead and to do so quickly when the prospect is ‘hot’ (check out our plans for teams here).

Drip marketing engagement tip #3: Gather as much feedback as you can from customer conversations.

We recommend ending a welcome drip sequence or nurture drip sequence with a survey.

This gets back to the fact that chat drip marketing gives businesses a channel for real-time feedback from prospects or customers.

By creating a survey within your drip campaign you will learn more about who the audience member is and what you can offer them.

At the end of your chat drip campaign build, it’s a good point to start to think about incorporating this, maybe saying something like “Mind letting us know how your experience was with Hosts, Etc.?”

Adding a survey
Adding a survey

It’s important to do things such as adding in a couple of smiley faces too – remember that people communicate on chat quite differently to how they might write an email.

If we receive a positive response we may ask the user to leave a review on Facebook, Yelp or whatever platform is important to our business.

Drip Marketing Campaign FAQs

How often should drip marketing messages be sent?

Based on data we’ve seen, you don’t want to keep on sending as many messages as you did in the beginning.

After the first 24 hours your frequency of message sending should more closely reflect what you’re currently doing with email.

However, remember that chat drip campaigns are two-way and you should expect to get responses from a significant percentage of people who you reach out to.

Once people respond to you, they’re more amenable to receiving more messages from you over a short period.

Keep in mind that you should always give the message recipient an easy option opt-out of continuing the conversation.

What’s an ideal call-to-action for a drip campaign?

Is it better to encourage your audience to click on a link or to continue the conversation within the messaging platform?

Both of these are effective CTAs, especially in the beginning of a relationship. If you have great content that you want to send them to it’s best to just serve that up right away.

Later down the road when you’re messaging them with a survey, you might want to have that be a bit of a back and forth.

If you’re asking your audience questions that expect to have meaningful answers, then it’s great to do it in chat.

But if you’re just trying to get them to interact for the sake of interacting, consider skipping this step and sending them straight to a URL.

Is it important for every business actively using chat to utilize drip campaigns?

Yes. There isn’t a reason why drip campaigns wouldn’t be universally inapplicable. Drip campaigns are so versatile. You can use them to get feedback from customers, to educate customers. You can also use them to nurture towards a soft sell.

There are so many different great use cases for drip campaigns. Even though they’re called drip campaigns, they can be used for a bunch of different types of sort of repeated message flows.

It is recommended that one of the first things you do when you’re setting your MobileMonkey account is to dive into drip campaigns.

Why are audience surveys great and how can you incorporate them into drip campaigns?

Surveys are great because as businesses we should always be taking opportunities to learn more from our customers. The best way to get a competitive edge over similar businesses is by learning more than they do and knowing more about what the target market really wants.

A great thing about chat drip campaigns, especially compared to email drip campaigns, is that you’re able to have a two-way interaction with your message recipients. A survey is a great way to do this.

Start by just asking your message recipients a simple question such as “How would you rate us on a scale of one to five?” Then make it easy for them to respond.

If they respond by rating you as a one, two or three, you could ask “What could we be doing better?” However, if they respond by saying four or five, you have an opportunity to learn about what you’re doing great!

What’s a more unusual example of a really effective use of drip campaigns?

You can also use drip campaigns to nudge prospects to finish their lead generation flow. i.e. when someone starts replying to your questions but if they don’t actually finish that whole flow, consider adding them to an “Incompletions” audience

Then, when they’re in that audience you can send them reminders to complete what they haven’t completed earlier. This is an interesting way to use a drip campaign as it doesn’t have that ‘nurture’ intent.

How do you decide on the content to include in your drip campaigns?

As far as content and tone of voice goes, experimentation is a good baseline. Make sure that you’re continually testing what works and what doesn’t. MobileMonkey provides bot analytics so you can see which messages have the highest read and response rates.

You’ll also know which of your messages are performing more poorly. You can then take this as an opportunity to adjust your content. Remember, your messaging tone can be a little bit more informal than your email tone.

If it really feels like chat, your audience will be more inclined to respond. And be sure to use lots of media – a lot of GIFS and images that make everything feel a little more light-hearted, which always tends to be more effective.

How do you test a drip campaign sequence?

It’s always important to test new conversation sequences, just to make sure that they’re appearing as intended. Let’s preview what we’ve created inside Facebook Messenger.

It’s just so super easy to build a drip campaign inside MobileMonkey. It only took me a couple of minutes. You can make these drips as complex or as simple as you want.

What updates are coming to MobileMonkey drip campaigns in the future?

Those eagle-eyed of you may have seen in our demo that we had a checkbox for using drip campaigns on SMS. That’s something we’re really excited to launch to everyone (at least in the US and Canada) in the coming weeks.

We’re also thinking about how we can use drip campaign and chat blaster to help our customers who are web chat focused. We know that some people are less excited about using the Facebook parts of the tool, they want to deal more with web chat.

We appreciate that this is exciting as it lets users keep in touch with people who have contacted them on the web chat.

We’re also considering implementing browser notifications that might help to re-engage folks who have left the chat applet.

MobileMonkey is a cross-platform marketing solution for SMS, web chat and Facebook Messenger.

We hope that you enjoyed this episode of the Chat Marketing Train.

Are you currently doing chat drip marketing? Let us know how it’s going and any questions you have in the comments.

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Important Next Steps

Web Chat

How to Add Live Chat to Your Website in Just 10 Minutes

More than 30% of customers expect live chat on a business’s website while only 9% of companies provide live chat support, according to surveys.

Live chat is also a sales tool. Conversions can increase 45% when live chat is on a website.

Today I’m going to show you how to add live chat to a website with free software in less than 10 minutes.

Have you been considering adding live chat to your website?

Click here to jump straight to the 9-step written guide to add live chat to your website or watch the video to see exactly how you can add live support chat to your website for free.

What is live chat for customer support?

Live chat is a way for businesses to support customers with real-time conversation in a chat application.

When your customers want to get in touch or have a question, more reach for chat than email or phone because chat is 1-on-1, convenient and real-time.

More and more, customers expect to be able to go to a business’s website and start chatting from a website chat widget should they need to be in touch with a business.


Luckily it’s not hard to add live chat to a website, and it doesn’t take much time either. You can even use free software.

Let’s dive in.

7 Free Live Chat Tools for Websites

Here are the tools businesses have for adding live chat functionality to their website.

  1. Website Chat Widget – The chat window in the bottom right of this webpage.
  2. Responsive OmniChat – Website chat that supports a customer’s preferred messaging channel, like Facebook Messenger or native web chat (no login required).
  3. Chatbot to Direct Issues – 24/7 chatbot first responder, answers customer FAQs and routes conversations that need live agents.
  4. Inbox to View & Manage Convos – See and respond to conversations across website visitors in real-time.
  5. Live Chat Agent Assignments – Assign follow-up to individuals on a support team, sales or marketing team and more.
  6. Mobile App to Respond Anywhere – Free mobile app in case you want to do live chat support on the go.
  7. Lead Capture & Opt-in Tools – Invite site visitors that start a chat conversation to connect in email, SMS or Messenger.

All of these tools are included in MobileMonkey’s free chat software.

One more feature to call out is Notifications for Live Takeover. This live chat tool is included in any MobileMonkey upgrade subscription.

Live takeover notifications let businesses set up email, web and mobile app alerts for chatbot-to-live agent transfer.

A Website Chat Widget for Live Chat Support

How do I get live chat on my website?

The best way to get live chat integrated into your website is to install what is generally called a “chat widget”.

From a technical perspective, a chat widget is simply a quick line of code that you can easily install on your website.

This code will position a chat icon at the bottom right hand corner of your site. When customers click onto it, they can chat with any agent from your business.

Something else you could do is to set up a bot so that it can respond to messages from anyone who initially chats with the page. The bot can then transfer the conversation to a real live agent whenever it has collected the information it needs.

Benefits of Adding Live Chat on Your Website with a Chatbot Autoresponder

There are countless benefits to being able to service a customer’s needs straight away.

For example, instead of waiting for data from a website form to be populated in a CRM system, you have the opportunity to chat with a customer when they’re on your site, at a time that’s right for them.

In today’s world, customers don’t want to wait. They also don’t want to be phoning businesses and spending a long time on hold.

Customers want to talk to an agent who can answer their specific questions, straight away.

Having a chat widget on your website allows you to design a bot that will pre-screen conversations, satisfying inquiries for some customers, and routing other customers to the live support agent when needed.

This means that your bot will talk to anyone who wants to chat, then qualify and identify customer needs.

From there, the conversation can be transferred to the right agent who can support them in real-time.

Which App Is Best for Live Chat? Give Customers the Option to Chat in the App That’s Most Convenient

Traditionally businesses can choose to use a Facebook chat widget on their website or use a general native web chat. And when deciding which is the best app for live chat, there are pros and cons to consider for both.

With a Facebook chat widget, customer support conversations happen in the Facebook chat app.

Benefits to both businesses and customers who choose to use the Facebook live chat option:

  • Conversations are persistent: Both customers and businesses can continue a conversation in Messenger at any time
  • Facebook Messenger default customer data: Facebook Messenger provides businesses with contact info like name, location, language and more
  • Allows for remarketing: Businesses can create an ad remarketing audience from Facebook Messenger contracts

For live chat to happen in Facebook Messenger, the customer needs to be logged into Facebook.

The challenge for a business that wants to communicate via chat is that not all of their customers are logged-in to Facebook

An alternative is to use native web chat, which will allow anyone to talk to the page without having to sign into a Facebook account.

Native web chat is a great solution because it’s flexible, it’s available to every customer, with no login required.

MobileMonkey OmniChat multi-channel website chat widget brings the best of both solutions together so that a business can offer website chat in the messaging app their customer wants to use.

So, how do I add Facebook live chat to my website and simultaneously offer native web chat?

Here are 9 simple steps to add both Facebook and native web messaging apps for live chat on your website.

How to Add Live Chat to a Website, Step by Step

Step 1) Go to Website Chat > Customer Chat Widgets in MobileMonkey

In the screenshot below go to “Website Chat” inside of MobileMonkey in order to set up a live chat widget.

1) Go to "Website Chat" and then "Customer Chat Widgets" inside of MobileMonkey
1) Go to “Website Chat” and then “Customer Chat Widgets” inside of MobileMonkey

Under “Website Chat”, go to “Customer Chat Widgets”.

Here you can create one or more chat widgets to function on your website.

Why would you want to create multiple chat widgets?

You can have a different welcome message (the text in the chat window inviting the visitor to click) as well as a different autoresponder (the initial chatbot that helps route the conversation) based on the page of the site.

Click “Add Customer Chat Widget” to create a new website chat widget.

Step 2) Give the chat widget a descriptive name

Now it’s time to start customizing the chat widget, starting with giving it a descriptive name that you will recognize in a line-up of customer chat widgets.

You may want a live chat widget that has a different greeting on the pricing page vs. the contact us page vs. the homepage.

You can create different website customer chat widgets for each page, and name them to describe which page the widget is displayed.

2) Name your chat widget
2) Name your chat widget

In this example we name the widget “Task Widget”.

Step 3) Set the color of the chat widget

You can change the chat widget color. It’s a standard business blue by default.

3) Select your chat widget colour
3) Select your chat widget colour

Change it to any color you want, so that it is complementary to your website and brand.

Step 4) Set up your welcome message

Next, set up a greeting message. In this example you can see a basic greeting: “Hi, we’re here to answer any questions you have!”

4) Set up your welcome message
4) Set up your welcome message

Alternatively, one can get a little bit fancy by using what’s called an interactive greeting that greets website visitors with the first message in the chatbot autoresponder.

We’re going to use the first message in our start bot as the greeting. “Hey there. Do you want 15% off your next purchase?”

If you want customers to start talking to you on a page, use an initial message that’s catchy and appealing.

For example, you can showcase a promotion. You could also showcase a contest that you’re doing or whatever event is happening on your website in the next few days; or something else like that.

In other words, anything you want that would get the customer really excited and interested in chatting with your page.

Step 5) Set up actions to the responses you receive from your initial question

Next step is setting up the chatbot autoresponder that will route conversations to a live chat support team.

In this example, we are using a chatbot autoresponder offering an incentive of a 15% discount. Add “Yes!” as one of the possible answers that the customer can select.

5) Set up actions to the responses you receive from your initial question
5) Set up actions to the responses you receive from your initial question

Next, once your customer responds positively, it’s a good idea to say something like “That’s great! What’s your name?” (Unless of course we already know their name – then we can automatically skip this question.)

Requesting a name ensures that we can add the customer’s name to our database.

When setting this up, an option could have been for us to set this up as a “quick question widget” which would have meant that we just offered the user fixed response buttons.

However, in this example we’re expecting a text response, so save the response as a text attribute.

Step 6) Consider lead capture and opt-in invitations

A customer or prospect chatting on your website is actively engaging with your brand.

This may just be a great time to invite them to stay connected with your brand.

This website chat autoresponder can be configured to collect an email address, SMS opt-in, phone number, Messenger opt-in and more.

6) Ask for an email address
6) Ask for an email address

In this example we will create an email capture chatbot by asking the customer for their email address.

When you receive the response, make sure that you set up MobileMonkey to save this as an email attribute.

Requesting an email address is great whether or not they come from Facebook or web chat.

On Facebook, although Facebook knows the email address of that user, they won’t provide it to you unless the user explicitly agrees.

Now we’ve reached the stage where an automation sequence has captured the customer’s info you can design the conversation in any direction that you like, such as:

  • Serving them a menu of options to ask what they need help with today
  • Triggering a lead notification in email or mobile app
  • Jumping into the conversation for live chat takeover

Step 7) Consider advanced display rules (desktop, mobile, page specific autoresponders, etc.)

Although you don’t have to set this up to begin with, perhaps you’ll only want the chat widget to show up on mobile or desktop (in our example we’ve selected both).

7) Consider advanced chat widget options
7) Consider advanced chat widget options

You can also select which page you want the widget to show on. For example, you can create one widget for your pricing page and another widget for your blog page.

This means that your bot will say different things depending on what page your customers are on.

For our example we’ll just use the same chat sequence across our whole site, but it’s important to be aware that these options exist.

There are many different levels that you can go to when adding live chat and a chatbot widget to your website but it’s important not to get too complicated for your initial setup.

Step 8) Install the customer chat plugin on your website

The next step is to install the install customer chat code on your website.

8) Install the customer chat plugin on your website
8) Install the customer chat plugin on your website

Make sure that our website domain is white-listed inside MobileMonkey. This step is only required if you are using Facebook Messenger as one of your website chat options. Facebook won’t show their chat widget on any domain that’s not white-listed.

Now it’s time to install the code on your website.

As mentioned already, the code is very quick to install – it’s just a single line of JavaScript.

Just copy it and paste it where you normally install scripts on your site. This could be in the HEAD section of your website or through a tool like Google Tag Manager.

Next, when the script is installed, that’s the time to activate the widget inside of MobileMonkey

Step 9) Verify the live chat widget is on the website and the autoresponder is working

It’s always good practice to test that everything’s working as intended from a user perspective.

9) Test that everything's working as intended
9) Test that everything’s working as intended

Try viewing your web page on which the chat widget is installed on an ‘Incognito’ browser. This way you’ll ensure that you won’t be logged-in to Facebook or your MobileMonkey account.

And voila! Now you can say “I added live chat to my website.”

FAQs on Adding Live Chat to Website

Is it quite difficult to set up a live chat widget which also includes a chatbot?

No, it’s really easy to set up a live chat widget which also includes a chatbot.

In MobileMonkey we have a quick bot builder which lets you set up a few standard messages from which your bot will respond. This is a great way to get started with chatbots.

Then, to get things up and running, you copy and paste the MobileMonkey web chat widget code onto your website and straight away you’ve installed both the live chat functionality and the chatbot… it couldn’t be any easier!

It’s just as easy to install chatbot and live chat functionality onto your website as it is to install live chat just by itself! So why not start with both?

How does OmniChat decide whether to show the Facebook Messenger chat widget or native web chat widget?

What MobileMonkey has designed is a solution that’s quite unique – a smart website chat widget that detects if a user is signed into Facebook on that browser.

If they are, they’re considered to be a “known” Facebook user, in which case they’ll be shown the Facebook widget. If not, they’ll be shown the website chat widget, enabling them to use chat without forcing them to log-in to Facebook.

This therefore provides a three-way solution – Facebook Messenger chat, and unbranded live-chat widget and a chatbot, all rolled into one.

However, if you’re a business that only cares about talking to Facebook users, you can just use the Facebook widget.

If you are a business who doesn’t want to use the Facebook widget at all and you only want to use web chat 100% of the time, you could do that as well.

It’s a very flexible solution, designed to meet your needs, whatever your requirements are as a business.

Why does MobileMonkey not give the customer an opportunity to select between using Messenger or an unbranded chat widget?

Firstly, people just don’t like to choose.

Imagine going to a grocery store and having to choose between five different brands of cereals. You might not make any choice and choose to buy some muffins instead.

If you make it easier for your customer by making the choice for them, they’re more likely to use chat.

Adding another decision is adding another barrier to chat. It’s one more decision the customer has to make before they can talk to someone.

If a lead is captured using web chat, would it be possible for the business to communicate with that user using Messenger as well?

If a website visitor comes through web chat, you won’t be able to connect with them later unless you get their email address.

Although it’s not impossible to collect them as a Messenger contact later, this isn’t as easy as it might be in the future.

The whole goal of web chat is just to get someone through the door and then what happens after they get through the door, it’s up to you.

You can consider email, Messenger or SMS as additional communication opportunities further down the line (N.B. Check out these SMS marketing tools).

You’re ready! Add live chat to a website today

Get started with adding live chat to your website! Revisit the 9 steps above to get started with live chat and chatbots at the same time.

It only takes five to 10 minutes to get set up; you can enhance it further in the future, after you get set up.

Get started with having the same chat widget on every single page on your site; and then, when you want to get to more sophisticated, you can do things like having a different chat conversation on different pages of your site. Then, the flow of the conversation would depend on the content that you have on those different pages.

There are a lot of different ways that you can set this up and you can get as complex or as simple as you’d like. Whatever works for your business.

Add live chat to your website today!

We hope that you enjoyed this episode of the Chat Marketing Train! Are you currently using live chat on your website?

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Important Next Steps

How To Add Live Chat to Website: Frequently Asked Questions (FAQ)

What else can live chat be used for?

The list of chatbot use cases and web chat examples grows by the day. For business, it’s important to know when and where to use chatbots to your advantage. Chatbot software for business is most commonly used for marketing, customer support, and sales. Plus, chatbots can be used across different marketing channels, such as Messenger for Facebook and Instagram, SMS text marketing, and live chat (also referred to sometimes as web chat) for your website. Chatbot platforms, such as MobileMonkey, work across all of the aforementioned channels, and are considered cross-channel marketing tools.

Some of the most common use cases for chatbots include drip campaigns, automating the distribution of content, and growing email contact lists. Other highly effective, but not as well known chatbot use cases consist of getting more reviews with a bot, and even using chatbots for Zoom conference calls and webinar list building.

Chatbots are also often used for customer support chat as well as ecommerce marketing tools to sell more products online.

Facebook Messenger and Instagram Messenger chatbots have their own use cases as well. There are many Facebook Messenger templates to choose from when it comes to Facebook Messenger marketing, such as MobileMonkey’s Free Facebook Lead Generator.

Even more recently, chatbot platforms have increasingly adopted SMS marketing tools, which can perform tasks such as sending text message blasts and appointment reminder texts, using SMS keywords as triggers. You can even use your SMS chatbot to get more SMS subscribers.

How do I add Facebook live chat to my website?

The best way to add Facebook live chat to your website is to install what is referred to as a “chat widget.” Adding live chat to a website can improve conversion rates by 45%.

Technically speaking, a chat widget is a line of code that you can easily install on your website. This code will position a chat icon at the bottom right-hand corner of your site. When customers click on it, they can chat with a bot or a live agent from your business.

Which live chat software is the best?

There are many great live chat software platforms to choose from. To determine the best chatbot for your business, you need to consider what you need to use chatbots for. For example, are you looking for the best marketing bot, the best SMS marketing tools, or maybe the best chatbot for customer service

Regardless of your use cases, you’ll also need to consider cost and educate yourself on chatbot pricing. Furthermore, if you’re looking for an easy to use chatbot service, you’ll want to find chatbot software with a drag-and-drop chatbot builder.

As one of the overall best chatbots for business, MobileMonkey has its own proprietary OmniChatⓇ technology. OmniChatⓇ by MobileMonkey connects chat marketing solutions from Facebook Messenger, Instagram Messenger, live chat software on websites, SMS text message marketing, and other top performing marketing channels, all from one platform. 

If your goal is to build advanced bots with lots of customization, MobileMonkey also has an advanced chatbot builder, as well as powerful marketing automation tools.

What is MobileMonkey?

MobileMonkey helps businesses automatically connect with customers in the messaging apps they already use.

Businesses use MobileMonkey to instantly nurture and qualify leads, support customer care, and convert and re-engage customers using real-time, one-on-one messaging in an all-in-one live chat and automation platform for SMS, live chat, Facebook Messenger, Instagram, and WhatsApp.

MobileMonkey is the best chatbot platform for marketing, sales, and customer support, unified across messaging apps powered by OmniChatⓇ technology.

What are some examples of online chat websites?

The number of websites with chatbots grows daily due to their convenience to website visitors as well as their effectiveness for marketing, sales, and customer service teams. Some popular chatbots include Fandango’s bot which helps people find new movies to watch based on their preferences, as well as where and when movies are playing in theaters. Other companies such as Sephora, the Wall Street Journal, and TGI Fridays all have great examples of how to build a bot for business

As a chatbot service provider, here at MobileMonkey we have found some of the most common companies to utilize chatbots in their day-to-day business dealings to be digital marketing agencies, as well as companies in the travel and real estate industries. Web chat for agencies and text marketing for agencies have proven to be lucrative additions to digital agency marketing portfolio offers. Additionally, there are many travel industry chatbot case studies as well as full real estate chatbot guides that can attest to their successes using chatbot software.

Do chatbots increase sales?

Yes, when properly implemented, chatbots can increase sales. Many companies are using chatbots for ecommerce and learning how to sell products online using chatbots requires only minor trial and error with your own products or services. And chatbots are a hot marketing tool in online business because a well-programmed chatbot is a 24/7 sales assistant for your business.

Chatbots are also one of the most popular ecommerce marketing tools to boost direct response marketing campaigns. This is especially true for affiliates, as chatbots have become a must-have affiliate marketing tool in general.

Engagement is the name of the game in today’s world of fast-paced digital marketing, and selling with web chat can give you an edge, as there is nothing more engaging for your customers than having a live chat widget to engage with.
Adding a web chat for customer support component to your website and other channels open up the doors to many new sales opportunities.

Growth Marketing

How to Grow an Email List Fast: 50 Easy & Effective Ways

Whether you’re just getting started with growing your email list or you’re rarin’ to grow from 10K to 100K engaged subscribers, this is the marketer’s guide to how to grow your email list fast.

A healthy, engaged, growing list is one of a business’s greatest marketing assets. Email subscribers are people who have opted-in to receive updates from a business directly to their inbox.

What a business does within the hallowed pixels of the email inbox is up to them. Convert leads into loyal customers, and even brand evangelists!

Of course, before a business can get that far, they have to grow that email subscriber database.

Which leads us to…

50 Ways to Grow an Email List Fast

Implement even a handful of these contact list tactics and you’ll be multiplying your contact database in no time.

50 ways to grow an email list fast
  1. Make spectacular, useful content.
  2. Make your emails irresistible from subject line to body content and design.
  3. Create content consistently to make email subscription essential.
  4. Ask subscribers to share and forward emails.
  5. Keep form fields to a minimum.
  6. Use a website pop-up on-exit.
  7. Gamify your website pop-up (e.g., different offers on a wheel spin).
  8. Include a subscribe form in a webpage sidebar.
  9. Pop the CTA in-line on educational content.
  10. Do a Facebook comment guard to an email capture bot.
  11. Connect your Facebook page to an email capture chatbot.
  12. Ask for email in a web chat.
  13. Do gated content (all or bonus content).
  14. Create a PDF download version of web content.
  15. Offer an ebook download.
  16. Comment on blogs, with a link to more info on your site.
  17. Answer questions on Quora, with a link to more info on your site.
  18. Run a survey, and offer survey results in email.
  19. Run a quiz, and offer quiz results in email.
  20. Run a contest.
  21. Run a giveaway or sweepstakes.
  22. Create a free tool, requiring email submission.
  23. Host a webinar, requiring email signup.
  24. Offer a promo code or discount.
  25. Use social proof and testimonials.
  26. Use trust badges to demonstrate security or top quality.
  27. Link to a privacy or anti-spam policy.
  28. Use employee email signatures to link to subscription bot, form or special offers.
  29. Link to a lead capture bot from a scan code on a business card.
  30. Link to a bot from a scan code on a sign in a store or office.
  31. Do interviews and offer bonus material.
  32. Write guest posts with bonus content.
  33. Do an email promotion for a partner and vice versa (aka list swap).
  34. Submit to expert roundups, mention gated content offers.
  35. Speak at local industry events, and promote gated content.
  36. Join or host in-person meetups.
  37. Speak at online industry events.
  38. Sponsor in-person conferences and events.
  39. Lead a live training.
  40. Cross-post content to social.
  41. Generate site traffic through SEO.
  42. Run click-to-Messenger Facebook ads 
  43. Run Facebook lead ads.
  44. Run Google ads to email capture landing pages.
  45. Run Pinterest ads or post email capture content in Pinterest teasers.
  46. Run Twitter lead generation ads.
  47. Run YouTube ads or add CTAs to YouTube videos.
  48. Run LinkedIn ads.
  49. Ask your LinkedIn network to share gated content.
  50. Rally employees to like content and share it with their networks.

Did any of those tactics for growing an email list look totally new to you?

There were probably some you’ve never thought of before. Especially those involving the use of chatbots for email capture.

How to Use Chatbots as a Secret Weapon for Email List Growth

Below we’re going to explain the super powerful tactic of using chatbots to capture emails and then automatically send those emails into your email software.

We’ll cover:

  1. Why using chatbots and email amplifies your marketing and customer communication
  2. How chatbots and email marketing work together for expanded reach
  3. How to start growing your email subscriber list in 10 simple steps using chatbots.
How to grow your email list fast

Traditionally, marketers have viewed traffic-driving sources as channels.

While it’s often still the case, this kind of thinking doesn’t promote omnichannel marketing. It doesn’t encourage individual marketing channel owners to work together effectively.

That’s GOT to change.

For instance, chatbots can be so much more when worked in conjunction with email. And email can be so much more when worked in conjunction with chatbots. It’s not one versus the other. 1+1 really does make 3 in this instance!

In this article, let’s explore how chatbots and email can work more effectively together; alongside how to grow your email list a lot faster, leveraging the power of chatbots.

Note: In this instance we’re not just talking about our email notifications or our email capture chatbot, although you should check out those resources too.

Communication via email vs. communication via chat

One of the reasons why chat and email aren’t competitors is the distinctly different communications style of each medium.

As Mary Lister shared on the Wordstream blog, it’s important that you stick with consistent branding for your email campaigns.

Email is a super-personal way to speak to your audience; make sure you’re leveraging your brand voice consistently. It can be endlessly confusing if you’re sending serious email updates and fun promotions from the same branded template, so try to designate colors, typefaces, and email signatories to each.

Mary Lister | Wordstream

Chat isn’t like that. It’s more informal. You can stretch what’s acceptable and expect real-time interaction.

Chatbots complement your email strategy

Whether you’re a chat marketing pro or just getting started, your chatbots should complement your email strategy.

Chat marketing is not meant to replace your email marketing, especially if you’re just getting started with chat.

A great way to “get your feet wet” building chatbots is to use them for lead generation for your existing email campaigns.

After a few weeks or months of using MobileMonkey and getting used to chatbots and seeing how they all work, you can use chat to create great end-to-end strategies.

But if you’re just getting started with chat and you already have an email drip campaign up-and-running, why not just use your chatbot to funnel leads into that?

After you’ve done that, you can also set up a chatbot drip campaign.

When prospects or customers are chatting with a brand’s chatbot, they’re engaging with the brand. This is a great time to invite someone to create a connection with the brand in email as well.

Chatbots, it just happens, are a great tool for email capture because they’re interactive, convenient and instant, and can be connected directly to an email marketing platform to automatically send contact data, including email address.

How to grow your email subscriber list using chatbots

Chatbots are a novel way to grow your email subscriber list.

Web forms, the way you probably grow your list at the moment [as opposed to chat forms] aren’t working as well as they used to. They have really bad conversion rates. Most of your audience don’t want to deal with email sign-up forms.

However, chat still has this sort of sense of newness and your audience are more likely to engage in chat versus filling out an email opt-in form. If you ask somebody for their email address or their phone number on chat, they’re more likely to provide it to you.

In order for you to set up a system that works, you’ll need to transport subscriber email addresses from MobileMonkey to your email software. That’s where Zapier comes in.

Use Zapier to link MobileMonkey with your email software

Zapier is a great tool. Essentially it sits as a middleman in-between loads of MarTech software tools and lets you integrate any of them together.

When you integrate MobileMonkey with Zapier, you immediately have access to over 2000 other applications, such as Google Sheets, MailChimp, and other email platforms.

Next up, we’re going to show you a quick little demo of how you can set up one of those workflows to build an email list using chatbots.

Pro-tip for chat vs. email communications: Adjust your brand voice

You possibly have an existing brand voice. Even so, you should be tailoring that for chat communication.

Chat is shorter and it’s more interactive. Chat is more engaging. It catches your subscriber wherever they are. Email is more likely to be ready in front of a computer or at set times during the day.

Users are more likely to swipe email notifications away on my phone. With chat, they’re a little bit less inclined to do that because they can read so quickly.

It’s important that you consider chat to be a different type of communication versus email.

Where you might use a more corporate, formal voice in your email, chat is a little different.

Chat is a less formal than email. And chat is more interactive than email.

In chat marketing, feel free to ask questions, and include lots of visually interesting elements like images, GIFs and emojis in chat.

Pro Tip for Email Capture Chatbots: Use email and chatbots in tandem

If you’re actively using a chatbot on Facebook, you’ll be aware that Facebook only lets you send promotional messages within 24 hours of the last time somebody interacted with you.

A great way to get your prospect back into that 24-hour fold is to include a link to your chatbot in the emails you send out.

This way, once they click on the link, they’ve engaged with your chatbot. This means that you’re open for you to reach out to them again.

Next-level pro tip for email capture chatbots: Use custom fields

Also, a next-level pro tip would be for you to determine if someone has signed up using your chatbot in addition to being an email subscriber and if so, provide them with that chat link in your email.

However, for people who aren’t chat subscribers, you just provide them with a link to the same information on your website (where they can be driven towards your website chat widget).

Including a chat link for certain email subscribers is possible if your email system lets you create custom fields. Most of them do. Just tag email subscribers who happen to be chat subscribers too.

How to grow your email subscriber list using chatbots in 10 steps

These 10 steps to using a chatbot to grow an email list are broken down to their essential parts and only take a few minutes to set up.

Step 1: Create a “start bot”

We’ve navigated to the “Facebook page welcomer” section in MobileMonkey on the screenshot below.

1) Create a "start bot"
1) Create a “start bot”

Here are the messages that will be sent to users who go to your Facebook page and click on the “send message” button.

At the bottom of the screenshot we can create what we call a “start bot”, which is just a quick conversation using our trusty widgets.

[In this “start bot”, our main goal is going to be to ask users for their email address. Then we’re going to take that email address and send it over to our email provider, MailChimp using Zapier.]

Step 2: Initiate the conversation

Rather than asking for someone’s email address straight away, it’s important to initiate a conversation in a way that interests people and helps to demonstrate to us that they’re our target audience.

2) Initiate the conversation
2) Initiate the conversation

If they respond to our initial query, they’re going to become a MobileMonkey contact (even if they don’t provide their email address as part of the conversation.) , so it’s important to make it engaging.

For this example, the first question we’ll ask is, “Hi there. Are you looking to plan an event?”

(Note: This particular example uses a test Facebook page called “Hosts, Etc.” which is a fictitious event planning service.).

Step 3: Set up your user’s answer options as quick replies

We’ll then set multiple choice answer options for our question. In this case, just “Yes” or “No”, but you can get more creative than that – and creativity fosters engagement!

3) Set up your answer options
3) Set up your answer options

The two answers that we set up may have different paths that we want to send the contacts down. We’ll create a new path for the “yes” answer for our example.

Step 4: Ask for their email address

This is where we’ll ask for their email. Whenever you’re asking for an email address, what you want to do is, in the “user replies with” field, choose “email”.

This is going to ensure that we’re validating that the user types in a real email address. You should also automatically save the answer as an email attribute in MobileMonkey.

how to grow an email list fast using chatbots
4) Seek to obtain their email address

To obtain the email address, we’ll comment: “Great. What’s your email address so we can get started?”

As it’s part of a conversation and we don’t lead with the email request, it’s much more likely that the user will respond favourably.

If the user types in “No” this doesn’t necessarily mean that it’s the end of the conversation. We can still say something like: “Understood. Mind if we ask for your email so we can stay in touch?”

If they then provide their email, make sure you thank them, say when and why you might be in touch and leave a pleasant parting response.

Step 5: Connect your MobileMonkey account with your email provider using a Zapier connection

The next thing we have to do is send this data over to MailChimp in our example (or you can send it to a selection of other email providers), via Zapier.

To set that up, we actually want to switch over to the Zapier section of MobileMonkey as per the screenshot below.

5) Connect your MobileMonkey account with your email provider
5) Connect your MobileMonkey account with your email provider

Here, in the Zapier section, you’re going to see a couple of things. At the top, you’re going to see your API key. (The API key is just something you’re going to plug into Zapier so it knows which MobileMonkey user you are.).

You need to copy your MobileMonkey API key and enter this in Zapier.

Step 6: Select a connection type

We’ve actually created a selection of MobileMonkey Zapier templates, allowing you to quickly and easily set up the connection that’s right for you. You can either select one of these chatbot templates or build the connection that’s right for you inside Zapier.

Inside Zapier the big shiny “Make a Zap” button is what you’re looking for if you’re setting the connection up yourself.

Let’s do this for our example.

 Select a connection type
Select a connection type

If you’ve never used Zapier before, the basic format is every single “Zap” starts with a trigger, and the trigger is going to be the thing that happens that causes the Zap to fire.

When it fires, it’s going to generally do an action for you. (There’s a lot that you can do with Zapier, but for our example, we’re focusing on actions.)

Step 7: Select a trigger in the chatbot dialogue

Now we choose a trigger that fires the connection. In this case, our trigger is going to be when somebody provides us their email address in MobileMonkey.

The action is going to be sending that contact over to a MailChimp list.

7) Select a trigger
7) Select a trigger

Under the “When this happens …” headline inside Zapier we select out trigger. In this case it’s the action of an email address being provided to MobileMonkey.

At this point in Zapier we can select one of three different options:

  1. New Contact
  2. New or Updated Contact Attribute.
  3. Connection Widget Reached

A ‘New Contact’ is self-explanatory. A ‘ New or Updated Contact Attribute’ keeps a contact in sync, ensuring that your contacts’ attributes are kept up-to-date in your other martech platforms. Finally, ‘Connection Widget Reached’ is triggered every time you put a little widget in your start bot or in your dialogue. We’ll use this one as it happens to be the most popular.

Back in our MobileMonkey account we’re going to select “Edit Accounts”. Now we’re going to choose our Facebook page that we want to build the Zap on.

Next you’ll see a pop-up window from Zapier. This is where you need to paste your MobileMonkey API key that we copied from MobileMonkey.

After that we select “Customised Connection Widget Trigger”.

We’re going to call the trigger name “Emails to MailChimp”. The name is important because it’s also going to be what you select in your connection widget inside MobileMonkey.

It would be a good idea to give the same name to your Zap.

Step 8: Test your connection

Under the “Find Data” section Zapier will run a test where it’ll pull in contacts from our Facebook page via MobileMonkey.

Let’s select “Test & Continue”.

8) Test your connection
8) Test your connection

We can see from this screenshot that the test worked and that the Zap successfully pulled email addresses from 2 of our contacts.

Step 9: Select an action to complete the zap connection

We now have our trigger all set up. Every time a connection widget is reached in MobileMonkey, we’re going to do be able to sync our contact’s data with our email list.

Next we need to focus on “actions”.

For our action we need to select the most appropriate action for MobileMonkey inside of Zapier. We’re going to select “Add or update a subscriber”.

9) Select an action
9) Select an action

Next, you’re going to match your fields. This is where you ensure that your contact’s email address gets saved in the correct place in your email provider.

Step 10: Run the final test

After that when you have your action selected and your fields matched up, you need to do a final test to ensure that everything is working as intended.

10) Test again
10) Test again

As well as testing this in MobileMonkey, Zapier and your email software provider, you should also test your sequence fully with your Facebook Messenger, just to ensure that the end user receives the experience that you intend to provide.

Once you start to make full use of obtaining email opt-ins directly from chat, you’ll be doubling your list growth in no time!!

7 ways to grow your email list in 2020 using chat marketing automation

Once you’ve got everything up-and-running, you’re bound do want to keep on growing your email list using chatbots.

Here are 7 different ways that you can continue to grow your email list in the year 2020 and beyond using chat…

1) Grow your email list using webchat

You may currently use or are planning to use webchat on your website to answer web visitors’ questions or get them answers fast.

If so, start incorporating “Can we just have your email address in case we get disconnected?” into your conversation to ensure that the communication loop isn’t unexpectedly closed.

2) Incorporate asking for an email at the end of mini-surveys

A wonderful way to engage your audience on chat is to ask them to complete mini-surveys, keeping you top-of-mind and also re-engaging your contacts.

However, at the same time, also use this as an opportunity to obtain more email opt-ins.

3) Register for online and in-person events with a chatbot

If you’re hosting a webinar or an online summit, it’s a great idea to sign people up for events with a chatbot, and send attendees calendar invites or event reminders through the bot as well.

Why not do everything inside of chat, including the sending of calendar links after you ask for the email address?

4) Offer discount coupons to grow your email list

Next, try growing your email list while you give away discount coupons? (i.e. if a chat user demonstrates that they’re interested in receiving a discount coupon, ask them for their email address so that you can send it there.

5) Use a Facebook Comment Guard (Facebook post autoresponder) to capture emails

There are a number of tactics when it comes to how to get email addresses from Facebook.

Using a Facebook Comment Guard is another wonderful way of building an email list using chat. Essentially, this lets you grow your Messenger contacts and grow your email list just by continuing to do what you’re currently doing (sharing great content on social media).

6) Capture emails from click-to-Messenger ad audiences

Click-to-Messenger ads can supercharge your email list growth. Not only will click-to-Messenger ads radically reduce your lead capture cost, but you can also use this paid traffic source as a predictable way to grow your email list.

7) Link to an email capture chatbot from a QR scan code on a business card or sign

We all know that people won’t remember and type in URLs. A great way of sharing a link to your email capture Messenger bot from a physical location is using a QR code generator and then including the QR code on a business card or sign.

Final Thoughts on How to Incorporate Chatbots to Grow Your Email List Fast(er)

There is almost an infinite amount of ways that you can use chat to obtain email addresses and grow your email list fast. The limit is your imagination!

The key is to get started by connecting your chatbot with your email provider.

As soon as you do that, start with these suggestions and then brainstorm further ways of encouraging your chat users to share their email addresses.

Remember, chatbots and email aren’t competitors. They’re 2 very different ways of communicating that complement one another when done well.

We hope that you enjoyed this episode of the Chat Marketing Train! How are you currently growing your email list using chat?

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Important Next Steps

Web Chat

Chatbot vs Live Chat: How to Use Chatbot-to-Live Agent Transfer Like a Boss

If you’re considering using live chat customer service software should you be using live chat as an alternative to chatbots?

FALSE! There’s no reason to think “chatbot vs live chat”. No need to decide between EITHER chatbots or real humans. Why?

Chatbots vs live chat customer service is like deciding between peanut butter OR jelly. Salt OR pepper.

We don’t live in a black and white world. And excelling at customer support isn’t about making a choice between chatbots OR humans.

chatbot vs live chat solutions

Chatbots are estimated to save businesses $8 billion dollars by 2022. Yet we all recognize that a chatbot can’t replace a real human 100% of the time.

In this article we explore why (and how!) you can use both bots and live agents in your customer support solutions — as well as the best way to utilize live chat and chatbot support software.

Chatbots vs. Customer Service Live Chat Software & the Missing Super Power

Live chat customer service software lets businesses engage with customers on a one-on-one basis. Critical stuff.

However, let’s face it. Live customer support is a big investment, especially if you have a big and growing business or you are an agency that looks after a lot of clients. There is a lot of time required to personally communicate with each and every customer.

Enter customer support automation — a time-saving, resource saving and budget saving solution to all of a business’s repetitive customer service tasks.

Chat Support Software Challenge

Employing a chatbot builder in business can do a lot of the heavy lifting of customer support:

Especially if you employ many live agents to handle your customer enquiries!

What matters to customers is that they get the answers to their questions quickly. Because chatbots won’t ever have all the answers, the best solution marries the best of both worlds:

A customer support chatbot with live chat takeover.

In this solution, a chatbot can do all the initial legwork and a live agent can take over once the nature of the conversation has been established in your chat support software.

What is live chat takeover?

Live takeover, or chatbot to live agent transfer, is a process where a customer is talking to a bot, and at some point in the conversation, a live agent (aka real human) jumps in and takes over the conversation.

Live agent transfer from a bot in your customer support chat software can be initiated in any or multiple ways.

4 common ways to initiate a chatbot to live agent transfer:

  • Mobile app push notification
  • Web app notification
  • Email notification
  • Integration-based notification to a help desk or customer support platform
ways to set up chatbot to live agent transfer

We’ll cover how to set up these triggers that a live customer service agent should jump into the conversation in the tutorial below.

What are the signs that customer support agents need to look for in order to know it’s time to jump in and take over?

Using a customer support chatbot makes it possible to not have to actively monitor all conversations happening in real time between customer service bots and customers.

Instead, customer service (CS) teams rely on automated process that allow the CS agent to identify at which point they can jump in.

Generally the way this works is:

  • The customer can indicate that they aren’t obtaining the information they requested and ask to speak to a live agent
  • Or the bot can be programmed to trigger a notification to the CS live agent team.

Chatbot vs Live Chat Agent Example: eCommerce

Say you run a small eCommerce website. You have a website chatbot that handles customer enquiries.

The bot can answer a lot of basic questions about your products and it will introduce your customers to those products.

But once in a while a customer asks a question that a bot doesn’t know how to answer.

At that point, if you have a system like MobileMonkey, that’s designed to notify you when your bot can’t service a particular user’s needs, as an agent, you can receive an alert via email or on your phone.

Then a real human can jump right in and talk to the customer.

Chatbot vs Live Chat Agent Example: Running a Marketing Agency

Imagine you handle all of the incoming bot conversations from your customer’s pages but you don’t necessarily know their businesses really well.

In this scenario, you would want to set up a very smooth way to be able to alert your agents so that they can jump in and answer your user’s questions at the right moment.

Where Live Chat Customer Service Takeover Is Crucial

Say you have a customer support team of five agents and they are specialized on different parts of the product that you’re offering. You want to route the different questions to the right agent.

As a question about pricing comes up, you want to alert your pricing specialist or a problem or a question about the in-stock status of a certain product, then you want to route it to the member of your team that handles those types of questions.

It may not even be a customer that’s saying, “I’d like to speak to someone live instead of conversing with a bot.”

Supporting Special Requests with Chatbot to Live Agent Takeover

It’s simply a customer going through the process and then making the company aware of the fact that they’re enquiring about something specific such as pricing and their actions alerting a customer service representative.

Perhaps the customer service representative that tends to deal with those kinds of queries could then jump in without specifically being asked for help.

In other words, there are a couple of cases where you could do a live takeover. If the customer actively wants to talk to someone, you can set up alerts for that.

Chatbot to Live Agent Best Practice: Offer the Live Agent Option

It’s a recommended best practice when designing a customer service chatbot to give your customers a clear and easy option to talk to a live agent at any time.

For example, you can have your bot asking, “Hey, you seem confused! Do you want to talk to a real human?” Then if the customer says yes, you can set up an alert at that moment to notify the correct member of your team.

The other way is the built-in automated process where at a certain point your bot doesn’t know how to answer whatever question the customer asks, all members of your team could get an alert and then you can jump in and answer those questions.

Is it possible to use chatbots for customer service and not use live agents at all?

In a perfectly efficient world, the customer would never have to talk to a live customer service agent at all!

Any information they needed would be available to them instantly, 24/7. This ideal is why chatbots came into existence.

Because especially for a website that has thousands of visitors a day who all might want to talk to an agent, there just aren’t enough real humans out there to talk to customers!

This is why it makes so much sense to have a chatbot field the responses to all of the initial questions in your chat support software.

However, would we recommend no real humans in a customer support role? No, not really.

Customers Still Need to Talk to Real Humans

As we all know, in any industry, customers still like to talk to real humans; automations and robots have their limits.

The best solution marries the efficiency, expediency and affordability of chatbots for customer service with real humans that respond as quickly as possible.

Business owners have systems available to them that offer everything their customers are seeking, with affordable solutions like MobileMonkey that start at $19/mo.

Advantages fo chatbots as the first line of customer support response:

  • Instant 24/7 response
  • Answers standard initial questions (FAQs)
  • Guide customers to information they are looking for
  • Transfers conversations to live agents at the right time

Whenever the customer gets to a point where they have more complex questions that the bot can’t answer, that’s when you absolutely need to have a real human to jump in and handle the situation in your preferred live chat customer service software:

  • Live agents have a variety of convenient notification methods from email to desktop to mobile app notifications
  • Live agent transfers can be programmed to trigger both by the customer chatting with the bot or by the bot
  • As a result, customers talk to real humans when they need them

Chatbots vs. live chat is a myth.

The solution that businesses are using today bring together chatbots and real people for winning customer service.

What business are doing live agent takeover well?

MobileMonkey has MobileMonkey agency partners as well as customers across verticals upping their customer service game with MobileMonkey’s chat support software.

Here is what successful businesses using bots for customer service have in common:

  • Set up a bot that collects customer information such as email and learns what the customer is interested in.
  • Bot asks the customer if they have any further questions and whether or not they would like to talk to anyone.
  • If the customer says yes, a live agent receives a notification (mobile app, email, etc.) and the real human jumps in to answer questions, knowing ahead of time what the customer is looking for.

From ecommerce to service businesses, SMBs to enterprises, any business doing customer service or lead generation online can benefit from smart, chat-based automation.

Live Chat Customer Service Software Review: How to Set Up Chatbot to Live Agent Transfer in MobileMonkey

MobileMonkey is a premier chat automation platform for marketing and customer support. MobileMonkey plans start as low as $0 a month for unlimited contacts.

Let’s go ahead and set up a customer service chatbot with live agent transfer triggers. We’ll give you a tour of the MobileMonkey inbox so you can see features.

Step 1: View all customer conversations in the MobileMonkey Inbox

Let’s jump to the MobileMonkey Inbox to demonstrate how you can be aware when a customer requires your attention as a live agent.

The MobileMonkey Inbox
The MobileMonkey Inbox

In our left hand menu, next to the Inbox see a pink icon with a number next to it.

In this example, the badge tells us is that there are five conversations that require our attention. A customer has sent a message and the bot doesn’t have a programmed response to that message.

At this point we assume that an agent needs to jump in. The agent can jump in and decide what they want to do in this case, whether or not the conversation’s done or if the conversation requires some additional input.

Managing conversations in the Inbox

Within the Inbox, here is a list of conversations and you can filter the conversations at the top. At the moment it’s set on the main conversations that are happening.

We can change the filter to follow up, so that the follow-up filter is associated with the pink dot in the screenshot. Here we can view the five conversations, where the customer has sent a message requiring a human’s attention.

Step 2: View conversations requiring live agent attention with MobileMonkey alerts

MobileMonkey alerts you that there are some conversations that require your response.

You can communicate with your customers straight from this Inbox. In this example, all we’re doing as a live human responding to a customer is saying, “Hello”.

MobileMonkey alerts
MobileMonkey alerts

After that initial direct message is sent, your bot will be paused so it’s no longer active. You can then continue to talk to your customer without being concerned with them receiving additional messages from your bot.

There is also an alert that tells you if a contact has interacted with you more than 24 hours ago. In this ‘website chat’ example, the customers last talked to us over 24 hours ago, which means that they’re probably not as open to receiving messages. This emphasizes the importance of reacting quickly.

Step 3: Use the MobileMonkey Chat mobile app to see conversations from a phone or mobile device

This is where the mobile app and all the other notifications MobileMonkey have on offer will help you establish the best way of keeping on top of customers that require your immediate attention.

The MobileMonkey app
The MobileMonkey app

What we’ve been discussing so far is a specific case where the bot doesn’t know how to answer your customer.

Now, let’s set up the actual website chat, where customers will be able to chat with you, along with a notification in the chat flow when you’ll be notified.

Step 4: Add the customer chat widget to the business website

While there are a few different places where customers can find and start talking to a business using MobileMonkey (from a link in an email, from a Facebook Page, and more!) we’ll use our website chat as an example.

In MobileMonkey go to Website Chat > Customer Chat Widgets.

If you haven’t already created your website chat, the info you need is in this tutorial: How to Add a Chatbot to a WordPress Site. When you’re ready, come back here.

Opening up the customer chat widget, let’s go straight into the Start Bot where the conversation flow is happening.

Website chat - the customer chat widget
Website chat – the customer chat widget

In this example, the Start Bot has asked the customer, “Hey there, do you need help?” Then the customer will say, “Yes.” This indicates that the customer wants to talk to someone.

The chatbot will then say, “I’m happy to help, but before we get started can you share your email just in case we get disconnected?”

The user then shares their email. This is a really effective way of ensuring that you can continue the conversation with the user, even if they’re not logged-in to chat.

Step 5: Give the customer multiple choice menus to provide them with the info they need quickly

Next, after they share their email you may want your bot to ask your user what help specifically they’re looking for.

Using multiple choice to deal with quick questions
Using multiple choice to deal with quick questions

In this scenario you can use multiple choice quick questions that will allow you to specify some choices that the customer can choose.

In the screenshot you can see that we have provided options such as “bulk orders”, “product questions”, “pricing” and another option for users to click on if their query isn’t covered in our core question categories.

Creating a communications path from the answers that your customer selects

In this section of MobileMonkey we can also create a new path from the question categories that we’ve set up. For instance, if the customer clicks “bulk order”, we need to establish a path for the customer to follow after selecting that option.

This might be as simple as getting your bot to say something like “great, thanks for letting us know. We’ll have a customer agent join the chat momentarily.”

Step 6: Set up live agent notifications

At the same. time, behind the scenes, it’s important for it’s important for you to make the right customer agent aware that a customer is waiting for them.

Use the notification widget to set up a live agent transfer notification that can be sent to the MobileMonkey Chat mobile app or via email.

Notifying agents
Notifying agents

Let’s say that we want to use the mobile app to notify our live agent rep, Tony.

In the screenshot we can see that there’s a field called “notification message”. This is the message that’s going to be displayed in the app.

If you have a special kind of note that you want to send to Tony that highlights specifically what the customer is enquiring about, you can see that here.

Notification handling

When Tony receives the notification, he can see that this is a question about “pricing” or whatever topic has been selected by the user. This is a quick, automated, efficient way for you to communicate internally.

Obviously, the end customer won’t see this message, only the agent sees it. It’s a really nice way to inform agents quickly about the precise nature of a user’s enquiry.

As well as sending Tony a notification, you may wish to send him an email. That’s something else that you can do inside the MobileMonkey platform.

This efficient flow helps business deal with busy customer chat environments as well as agencies who are managing the chat experience on behalf of multiple clients.

MobileMonkey: Smart Live Chat Customer Service Software and Chatbot Software In One

Chatbots can be an amazing first line of defense on your website. By figuring our how chatbots work, you don’t have to answer every single question that comes in on your website or on your Facebook page.

You really need to know when to use chatbots as they can’t be expected to answer every question that every customer has.

Here are the 2 big takeaways to being successful with customer service chatbots with live agent transfer.

1. Design a system where your chatbot can hand over the conversation to a live agent

Chatbots aren’t really equipped with all the business knowledge that you have on within your company.

This means that it’s really important to be able to design a system where your chatbot can hand over the conversation to a live agent – and not just to any live agent, but the right live agent in a timely manner!

By doing so , you can ensure that your customers get exactly what they want – i.e. a quick response time – and at the same time, they also get to feel important by talking to a live agent.

2. Use advanced customer service features for assigning agents, viewing different conversations, and jumping into the conversation live.

At times, customers want to be able to talk to live agents and that’s not likely to change.

It’s important to equip your CS teams with the tools to jump into the right conversation at the right time, to answer questions and give customers real human care and interaction.

Of course, you’ll always want to tweak this process, and the more you do so the better the user experience will be, which will result in more leads and more sales.

Chatbot vs Live Chat Support Software FAQ

Got more questions about chat support software and chatbot to live agent transfer? We’ve got answers!

Here are some of the common questions we get asked about the chat support software.

Q: How does a customer know if a bot or a real human is talking to them?

A: One way to indicate to your customer on the other end of the conversation that you are a human talking to them is to use a user persona. If the agent chooses, they can send a message as themselves and not as the page.

Another way to tell the customer chatting with your business that a human is talking to them is to say so! “Hi, I’m Van and you’re actually talking to a real human now” will be a clear message to your customer on the other line.

And one more way to communicate that they’re talking to a human is for your bot to give the signal. A business can program the bot to say something like, “I totally understand that you need to talk to human. Let me get you in touch with someone right now.” This could happen at the same time that the bot triggers a notification to a live agent.

Those are three ways your customer can be informed that they are speaking with a real person.

Q: How much of the agent’s profile is shared with customers using agent persona view?

A: If an agent drops in to the conversation as themselves (user persona), should they be concerned about sharing too much personal information with the user through their Facebook profile?

No – when MobileMonkey creates the agent persona, it’s just a profile image and a name so that the customer knows that they’re talking to someone real.

So there’s no additional information displayed to the customer.

Q: How is the agent persona created?

A: When the live customer service agent is signed into MobileMonkey, they connect to the Business Facebook Page using their personal Facebook profile.

MobileMonkey pulls the CS agent’s photo and name from their Facebook profile. This is what is displayed to the customers they chat with using live agent persona.

MobileMonkey does have plans in the future to allow customers to choose the  photo they want presented.

Q: How can agents be alerted when a customer wants to speak with a real person?

A: There are a number of alert and notification options for the CS teams using MobileMonkey customer support software including:

Web app notifications: When you use MobileMonkey’s full-featured web application, you will see a badge that says how many conversations need attention.

Mobile app notifications: For customers who are on the go, who aren’t sitting in front of a computer, the MobileMonkey Chat mobile app can be configured to send push notifications whenever human agent attention is required.

Email alerts: MobileMonkey can also be configured to send an email to any email address when a customer asks to speak to a live human or when a customer has reached a trigger point in a conversation.

Q: Can agents or business owners customize their customer communication notifications?

A: Yes – MobileMonkey recently rolled-out a new, special widget called the “notification widget”. This allows you to choose the point in the bot dialogue where a member of the team would be notified.

This could be you being notified or selecting someone else within your team to receive the notifications.

The great thing about it is that it’s something that happens silently in the background, allowing you to notify members of the team via the MobileMonkey app or via email.

We hope that you enjoyed this episode of the Chat Marketing Train! How are you using chatbots vs live chat software as part of your customer service strategy?

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Important Next Steps


How to Segment an Audience — 5 Overlooked Tactics & How to Do Audience Segmentation to Triple Marketing Engagement

This time last year, Larry Kim, MobileMonkey CEO and a top-5 marketer in the world, made a jaw-dropping admission: Facebook Messenger banned his Page.

Long story short, Larry wasn’t segmenting the audience receiving his Facebook Messenger updates. So people were receiving irrelevant messages and reporting his Page as spam.

Facebook responded with the ban-hammer.

Do not be a Facebook Messenger Donkey

Larry’s story is a worst-case-scenario of what can happen when marketers overlook audience segmentation and customer experience personalization. Audiences respond to segmentation gaffes with lower engagement and depressed marketing ROI.

On the flip side, audience segmentation can be the key to 3X better marketing engagement, open rates, reach and conversions.

In this article we’re going to cover how to segment an audience and essential ways to do audience segmentation in actionable detail.

We’ll start with the basics like what and why, do a step-by-step how-to, and end with 5 advanced tips for how to do audience segmentation you may be missing.

We include a case study showing how audience segmentation leads to higher return on your marketing investment.

How to Segment an Audience Table of Contents

What is audience segmentation?

Audience segmentation means using customer data to create meaningful audience segments. The objective of audience segmentation is to deliver marketing messaging that are relevant to the person reading it.

For example:

  • Maternity wear is marketed to an audience of pregnant women. The audience can be further segmented into trimester of pregnancy or region where they live so that clothing promotions match what they want to buy now.
  • Lawn care services are marketed to home owners. Creating segments based on location will help match messaging to local service providers, and help the business offer location-specific or relevant seasonal services.
  • Accounting software may be designed for business owners. The audience could be segmented by size of company or industry so that marketing messages reflect the solutions and advantages that help the individual reader.

What does it mean to segment an audience?

When a business segments an audience, they use customer data to divide a larger audience into smaller groups with things in common in order to personalize the messaging and offers.

Marketing and advertising platforms like MobileMonkey, Facebook Ads, Google Ads, HubSpot, MailChimp and others, are used by marketers to filter audiences based on segmentation criteria.

For example, a nutritional supplements company may segment it’s large customer database of athletes into defined audience segments based on:

  • Their sport or activity
  • Their age
  • Their income
  • Their history of purchasing vitamins and supplements
  • Their indicated preference for certain ingredients or preparations
  • Their past interactions with the company

Segmenting an audience allows marketers to tailor messages to who the customer is to speak to solutions they want and need.

What is the purpose of audience segmentation?

The purpose of audience segmentation is to divide the larger audience into groups with common interests so that marketing campaigns reach and resonate with the target audience segment.

The more a business can speak to the personal needs of their prospect or customer, the more effective their marketing and customer communication will be.

In turn, the more effective their marketing, the more products or services the business can sell.

Notably, marketers usually have more than one type of customer they want to address.

Typically each type of customer has its own motivations, needs, and lingo. Often, some audience segments won’t identify with the same messages, benefits and channels that resonate with others.

Why do audience segmentation?

Audience segmentation results marketing campaigns with better engagement and more loyal customers. Audience segmentation generates leads more effectively than non-targeted messaging.

By knowing their customers, marketers can send messages and promotions that address the unique needs of their various customer segments. This leads to higher brand affinity and engagement.

And businesses can focus on marketing to audience segments that are most likely to purchase or can be expected to generate higher average order values.

How to do audience segmentation: Step-by-step process for marketers

Here’s the process break-down of how to segment an audience:

  • Step 1: Define your target customer personas. 
  • Step 2: Identify criteria that differentiate personas. 
  • Step 3: Analyze the available customer data. Collect additional data as needed using surveys or customer feedback.
  • Step 4: Ensure the customer data used as segmentation criteria is available in the platform you will use to send messages.
  • Step 5: Segment the audience using the chosen criteria.

Now you’re ready to create campaigns targeted to your audience segment.

What are some common ways to segment an audience?

There are many types of audience segmentation in digital marketing.

Common ways to segment an audience include segments based on criteria like:

  • Demographics – age, race, location, gender, language
  • Behaviors – such as job, purchase behavior, search behavior
  • Interests – likes, pursuits, fandom
  • Psychographics – personality, values, opinions, attitudes, and lifestyle
  • Audience size – large, small, broad, narrow

How to segment an audience using Facebook user data

Personalization has become a very important trend in marketing for the last few years and technology is making that more and more accessible for marketers in the everyday with the platforms that they’re already using.

We got really used to segmentation in and the ability to hyper-target our customers using advertising platforms like Facebook.

Facebook Ads Manager offers incredibly detailed demographic and psychographic audience targeting from interests and behaviors to job titles and locations.

Now with all of our marketing automation platforms, we can create awesome audience segments that help boost our performance because we’re speaking more directly to the user persona or even the user themselves.

Personalization can be as simple as messaging a user with their first name. This allows us to greet them with a lot of familiarity. Even basic personalization like using a first name can help a message stand out in a sea of messaging.

Take it a step further and start asking the audience questions to get to know who they are. This is especially easy using website chatbots and click-to-Messenger ads with automated message sales funnels.

The importance of using our contact segmentation tools can’t be underestimated in modern marketing, as higher engagement rates result it higher organic reach and higher conversion rates.

Game-changer: Why you no longer have to make assumptions about who your audience are

You no longer have to make assumptions about who your audience are, making guesses about who your user is and how they got there. This is especially prevalent with traditional landing pages versus clean landing pages.

With chatbots, we can ask our users questions directly. And we can engage with them and serve them exactly the kind of tailored content they need. This helps help them in their journey, solving some of the problems that they’re facing.

The more we find out about our users, the more we’re able to discover the sort of content that they’re really interested in, content that would enrich their lives.

Chatbots enable you to converse in a story-like manner with your audience, and if it’s done right, your user feels like the story has been crafted personally for them.

How to segment an audience by building audience segmentation categories through a chatbot

When people start talking to the MobileMonkey chatbot, they will immediately be asked the question, “can we chat with you today?” This provides an opt-in conversation.

After we receive an affirmative response we might say: “We would love to show you all the ways that chatbots can help you. Would you like to start with the case studies, some business use cases or some hands-on tactics?”

Depending on the user’s place in the buyer’s journey and their background and experience, this will inform us what they’re looking to learn more about and how we can engage with them deeper.

What content are your users interested in?

If we know that they’re really interested in case studies for example (n.b. check out our chatbot marketing case studies), we tag that user as somebody who’s interested in case studies, and learn about their industry segment based upon the case studies that they’re viewing. This lets us build audience segmentation categories directly through the chatbot.

If the user asks for more information about business use cases for chatbots for example, we’re then able to tag them as somebody who’s in a certain industry for that particular use case. This methodology could be utilized just as easily with Facebook lead generation or for an eCommerce use case.

Enriching audiences with tags and attributes in addition to Facebook default contact info

We tag our users and we save all of these rich and growing user profiles to allow us to create some really valuable segments, allowing us to deliver follow-up content marketing that results in meaningful engagement.

It’s really simple to set up audience segmentations in MobileMonkey in order to send follow-up messaging, whether it’s automated drip campaigns or one-off mass message blasts to those segments.

We also get a lot of default information about users automatically if we’re talking about chatbots in the Facebook system.

For example, when somebody messages your Facebook page, Facebook automatically gives the business information including first and last name as well as their location, gender and profile photo.

You can make some educated assumptions about who people are based on the default data that Facebook provides. This provides a great starting point to your own audience segmentation efforts.

How to Segment an Audience Using MobileMonkey Chat Marketing Tools

Let’s take a look at how easy it is to segment an audience inside MobileMonkey…

This is a game-changer when you want it to send really specific content, just the right users. Click here to demo the bot we build together in the following step-by-step audience segmentation tutorial.

Initiating a conversation inside MobileMonkey
Initiating a conversation inside MobileMonkey

How to establish the service that’s the best fit for each user

In the screenshot above we take a look at the example of a conversation where we’re going to ask people what service they’re really interested in. (This is in the Advanced Bot Builder section of MobileMonkey).

In this particular dialogue, we ask people: “what service are you interested in?” We’re giving the user 3 options here: “social media”, “copywriting” or “bot building”. And we save their response to their customer profile.

Let’s create an audience just of the social media group. In order to create the audience segment of people who have responded that they’re interested in social media services, we create a new audience.

Adding a new audience
Adding a new audience

Let’s name this audience “Social Media Inquiries”. We’ll go ahead and add a filter of people who have responded to that product type as “social media”.

Filtering our audience
Filtering our audience

Quickly, we’ve been able to apply three different kinds of filters to our audience and it’s just as easy for you to do something similar.

The difference between attributes and tags

Note: If you ask a question that has multiple answers, then you would apply an “attribute” to each answer. In our example we said: “what service are you interested in?” “Social media”, “copywriting” or “bot building?”

Selecting an attribute
Selecting an attribute

We’re going to be applying an attribute to each of those three values, saved to the user profile.

A tag would be used if there’s only one option. For example, if someone clicks on a button or a link, then you can apply a tag.

Applying the attribute filter to create an audience segment

In this example we’re going to hit the “attribute filter” and we’re going to have a drop-down menu of options where we can select the attribute type that we’re going to use.

We know this one is called “product type”. We select “product type” from our drop-down menu and then you have further options such as “equals”, or “does not equal”.  In this instance, we know that we want “equals”.

Filtering our audience based upon an attribute
Filtering our audience based upon an attribute

We can see in the above screenshot that people have only answered “social media” and “bot building” when they’ve responded to this question because in the dropdown it’ll give us the options that our audience have selected.

Let’s create this “social media” audience and save it.

Viewing the audience with the filter applied
Viewing the audience with the filter applied

That’s how easy it is to create an audience segment based on any of the information that we have on our users, whether we’ve received this as a default from having that initial conversation through Facebook; or through the conversations and questions that we’ve asked of contacts as follow-ups.

Demo this audience segmentation bot

What to test out the bot we just reviewed and created? Check it out! Click here to see our bot in action.

MobileMonkey Audience Segmentation Case Study & Key Insight to Increase Engagement

Let’s go back to Larry Kim’s story. Remember, he was sending subscription Facebook messages to all subscribers.

However, those messages weren’t getting the greatest engagement metrics, and was the reason Larry’s bot got blocked by a lot of people!

Performance was really falling by sending Messenger marketing campaigns to the full contact list.

A simple list segmentation made all the difference. Compare the stats of message engagement to a campaign sent to an audience of All Contacts vs. an audience of only English speaking contacts:


Open rate nearly tripled as a result of audience segmentation. Response rate (people interacting with the message by clicking and replying to the bot) jumped up too!

Key segmentation insight: Segment your audience so you don’t annoy users and you don’t annoy Facebook

One of the segments that you can easily create using default information from Facebook is to segment your audience based upon the language that’s spoken.

Larry found by adding a simple segmentation for people who spoke English, because his messages were written in English, it instantly improved our engagement and lowered the block rate because the audience was receiving the message in their native language.

This demonstrates the power of segmentation using one of the simple, out-of-the-box filters that Facebook provides.

The more segmentation you do, the more confident you can be that the message you’re sending is going to be appropriate and likely to resonate with whoever’s receiving your messages.

The last thing that you want to do is send loads of messages to an audience that is just not in the mood or just not right for that particular message. It’s the quickest way to annoy audience!

Also, you want to keep your reputation as good as possible with Facebook, meaning that Facebook is confident that your audience want to hear from you.

Don’t go overboard with audience segmenting

However, with so many options on the table, you shouldn’t segment just for the sake of it.

Only segment as much as it makes sense for your business as well as who your audience is.

You can segment all day long, but you have to think also about the best use of your time and the best value for your business.

Focus on your obvious audience segmentation wins first

There are certain things that you can figure out that are real obvious wins such as the ones that we’ve already hit upon in this article.

I’m sure that, as you learn more about who your users are, you’ll be able to create these larger buckets and personas that align with the content that you’re making.

This will be a good fit for balancing between the value to the business and the time it takes to create your segments and content.

Don’t spend too much time on this. Look at the areas in your business that are likely to result in the most positive financial impact as a result of that segmentation.

Test segmentation, especially when it comes to paid traffic

A friend of ours at here at MobileMonkey, Isaac Rudansky, put together one of our first chatbot marketing courses.

While he was doing so, he did some tests around segmenting by gender and matching ad creative and offers. They found that audience segmentation was really effective.

If you’re putting some ad spend behind a campaign, you’re going to be able to create test environments and you’ll want to see which campaigns are performing better.

Isaac found data that supported the fact that that segmenting by gender and then speaking in language that really reflected the target gender was a big performance booster.

Use your time wisely but test when it’s appropriate to do so. You might be surprised in the importance of audience segmentation to your future business growth!

5 Advanced Hacks for How to Segment an Audience You Can Do Using MobileMonkey

Advanced audience segmentation tip #1: Tag your audience based upon their actions

Tag your audience based upon their actions, allowing you to deliver them more targeted messaging in the future, as well as knowing when not to send them messages.

This is especially useful when utilizing MobileMonkey’s OmniChat, allowing you to send campaigns to audience segments that cross messaging platforms.

(E.g. a drip campaign to Facebook Messenger AND SMS contacts that meet the criteria of brand new contact.)

This doubles the value of your segmentation efforts and saves you time building campaigns.

Advanced audience segmentation tip #2: Ask your audience to self-select what they’re interested in

An attribute is like a self-selected category that your users belong to.

Building attribute segments can help you identify what products your audience members are interested in and who’s ready to buy right now.

Advanced audience segmentation tip #3: Make use of the default data that Facebook provides you with

Don’t forget to make sure of the default user data that Facebook automatically supplies you with in your segmentation – remember the example that we shared on how to improve engagement by ensuring that the messaging you send is in the language that your user prefers.

Advanced audience segmentation tip #4: Split-test segments

Remember that not all segments are obvious.

Our last example showed that you may improve your engagement and conversion rates by tailoring your message to a male or female audience.

Make sure that you continually run split-tests to your audience segments, whether in your click-to-Messenger ads, Sponsored Message ads or SMS and Facebook Messenger chat blasts. The results may surprise you.

Advanced audience segmentation tip #5: Only segment when it makes sense for you

Don’t segment unless it makes sense for your business and resources.

Segmentation requires effort and resources. It takes time to properly segment audiences, staff time to create separate messages and creative, and budget to spend on additional channels. Often, resources won’t allow for infinite audience segments so it’s important to identify the most valuable audience segment to focus on.

Segment your audience based upon your products and your services and increasing your ability to encourage users to engage with what you do and the content that you produce.

We hope that you enjoyed this episode of the Chat Marketing Train! How are you currently segmenting your audience? What unexpected audience segmentation criteria resulted in remarkable lift in your marketing KPIs?

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Important Next Steps

Growth Marketing

How to Get More Leads from Facebook for Free Using This 5-Minute Hack

Dwindling organic Facebook News Feed reach. Decreasing post engagement. What’s the ROI of Facebook marketing?

There’s a 5-minute hack that you can use on your Facebook Page that can result in a flow of free leads. ????

facebook page welcomer from MobileMonkey

I’m talking about using the “Send Message” button on your Facebook Page and hooking that up to your MobileMonkey chatbot.

Options that Facebook allow you to choose from for the CTA button on your Facebook Page
Options that Facebook allow you to choose from for the CTA button on your Facebook Page

In this article we’re going to cover how to get more leads from Facebook…

Overview: Turn your Facebook Page into a lead generation machine!

Donkey organic reach for Facebook Pages has left marketers with a challenge to directly draw a return on investment to organic social media activities.

However, it’s possible to get more leads from your Facebook Page with the Send Message button that connects to a lead capturing Facebook bot.

Thanks to Facebook embracing the use of bots and allowing you to add a “Send Message” button as your primary call-to-action on your Facebook page, this provides you with a wonderful new way to generate leads through Facebook, without paying a penny!

And you can use the Facebook Page Welcomer sequence inside of MobileMonkey to control the messaging that people receive whenever they click the “Send Message” button on your Facebook Page.

A pre-programmed chatbot dialogue sequence that delights the user and collects lead information is the key when you’re looking to get more leads from Facebook.

After that, you can either add users to other messaging sequences, or you can initiate a live takeover when your users identify their interest in a particular product or service.

Background: How long have we been able to get Facebook leads through the “Send Message” button?

Businesses have had multiple call-to-action options for their Facebook Pages for several years now.

i.e. If you’ve got a Facebook business page (an official Facebook Page as opposed to a personal profile), this means that you can personalise or customise the call-to-action area at the top of the page.

Options include “Book Now”, “Contact Us”, “Send Email” and “Learn More”, giving you an opportunity to direct users to your website, email you or telephone you.

However, in 2016 Facebook announced that they were going to allow developers to build chatbots in the Facebook Messenger platform.

This resulted in the “Send Message” button becoming much more useful as you would now turn it into a method to get leads from Facebook.

Automating the conversation when somebody hits the “Send Message” button on your Facebook Page is powerful, but an even more powerful way to get leads from Facebook now thanks to the Page Welcomer sequence that you can personalise using MobileMonkey.

How does the “Send Message” button work?

When the “Send Message” button is linked to MobileMonkey, does that directly initiate the chatbot or does a user have say something after clicking the button before the chatbot is engaged?

If a person clicks a Facebook Page “Send Message” button that is powered by the MobileMonkey Page Welcomer, they’ll receive an initial message that’s been set up by you.

Once the user responds to that initial message, they are automatically a lead and you can engage with them.

What YOU can do as a business owner, advertiser or marketer is to help make that conversation very easy to engage with, with something called “quick reply buttons”, so that rather than an open ended question for your initial message, you can say something like, “Would you like to talk to us here?” And then the quick reply is “yes.”

Naturally it’s this psychological thing where rather than letting an open ended question potentially stop a conversation, if you give somebody an easy pass to entry into that conversation to engage, then you’re going to be able to collect the ability to send follow-up messaging and receive a lot of great lead info that Facebook can provide to you as a business.

What would be a good question to ask your users, so that you can provoke more engagement and generate more Facebook leads?

To generate more leads from Facebook, create something clever that ties into your brand, that creates engagement and requires a fairly obvious answer. For something like e-commerce, it might be like, “Get a 10% discount. Would you like to sign-up for our list and get 10% off your next order?”

If you’re targeting a fan page of a sports team, you might ask an obvious Q&A trigger like, “Are the Seahawks your favourite?”

Think about your business in terms of what your obvious engagements are, what ties your audience together or what’s a fun way to get people to sign-up to your list.

You can learn these skills by researching website popups (not website chatbots in this instance), these psychological hooks that marketers use across the other digital marketing channels.

Can any type of business use this “Send Message” call-to-action on their Facebook Page?

There’s a couple of options that Facebook gives in their buttons. One of them is “Book Now” and one of them is the “Send Message” button. You might want to test out which of these performs better for your business because you can also set up appointments through the “Message” button if you have a chatbot connected to it.

Know whether or not your audience is responding to this. Whether you’re actually getting any more appointments and signups. Remember, different calls-to-action might work differently for different businesses. You can test and see which CTA generates the most Facebook leads.

The Facebook Page Welcomer in action: Step-by-step setup in MobileMonkey

The Facebook Page Welcomer section inside MobileMonkey

The Facebook Page Welcomer section inside Mobile Monkey
The Facebook Page Welcomer section inside Mobile Monkey

You’ll find the Facebook Page Welcomer inside the tools area of your MobileMonkey platform, which collects all of the different Facebook specific tools like click to Messenger ads, Facebook post comment guards, and of course this Page Welcomer tool.

As you can see in the screenshot above, we’ve mocked up what it looks like when people will go to your Facebook Page and hit that Send Message button. Here you can create the conversation that follows after they’ve messaged your page.

What we’re going to do is we’re going to create a conversation flow, and then we’ll go ahead and take a look at what that looks like from the MobileMonkey Facebook Page.

The StartBot editor

Creating a "StartBot" inside of MobileMonkey
Creating a “StartBot” inside of MobileMonkey

Above, what you’re looking at is called the StartBot editor. There’s two kind of chatbot editors in MobileMonkey. One of them is your advanced conversation builder, and simpler one is called the StartBot editor. It is a visual conversation builder that’s easy to get started with.

Already set up is the default message that somebody will get when they hit that send message button on your page.

Right now in our example we have the default set up (see more chatbot examples here), so even if you were to do nothing, even if you were to just hook up your Facebook Page to MobileMonkey, anyone who hits that send message button would get this message:

“Hi, {{first name}}, thanks for your interest. In case we get disconnected, can I have your email?”

Then the bot will collect the user’s email. Not only will the bot collect the user’s email, but because we’re using our “user replies with email” button, it will actually pull the user’s Facebook email that’s connected to their Facebook account as a quick-response answer. This is how you can collect emails for leads from Facebook!

Designing a conversation

Let’s go ahead and design a conversation that’s specifically intended to engage people who have found us on Facebook. I like:

“Hi, {{first name}}. Can we send you messages here?”

What we’re doing with this question is making that first engagement super-easy. With Facebook, if somebody is opting into your business sending them messages, that’s a good thing. So we’re just going to collect a little opt-in right here.

I’m going to use the multiple choice answer which gives us the ability to set up quick responses so that I can make an emoji thumbs up here. That keeps it nice and conversational.

The first question that somebody will see when they hit the “send message” button is “Hi, First Name, can we send you messages here?” And then they can respond thumbs up. After that simple sequence we’ve now collected the opt-in to say that it’s okay to send messages to this user.

Let’s follow up and see if we can get them to engage with us by providing us with a Facebook lead for our email list. We can add another couple pieces of dialogue here. I’m going to use the quick question widget which is the same as the widget that we used above.

Adding the “Quick question” widget

Adding the "Quick question" widget
Adding the “Quick question” widget

“Quick question” and “text” widgets are the two pieces of content that you’re going to probably use the most alongside GIFS and images.

What “quick questions” and “text” messages have in common is that they both just look like a little bit of text. However, what the “quick question” does that the “text” widget does not do is allow somebody to save an answer to their user profile. (This is an attribute that you can use with our audience segmentation tools further down the line.)

Let’s go ahead and add a “quick question”. Let’s ask for that email address because what you can do is sign them up for your email marketing list and from there continue to deepen your relationship with your brand new Facebook lead.

Using an email response field to get leads from Facebook bot convos

Adding an email response field
Adding an email response field

Along with being able to send follow up messages with your Facebook Messenger contacts, getting that emails means that you’re now connected on a few different channels. Building that loyalty and affinity with your brand.

I’ve crafted this question that’s going to ask folks if they want to sign up for email updates from MobileMonkey and I’m going to make this one an email response.

The user replies with their email – and again this is going to pull the email that the person has signed-up with or connected to their Facebook account. In this case I’m going to save the response so that now it’s going to add this information to their user profile.

At this point we can give the user a little menu of options. We know that they’re interested in updates from us. We’ve also used our email capture chatbot so we can connect this info straight into our other marketing system such as MailChimp or Constant Contact. Remember, if you’re using bots, a Facebook lead integrates to your other business systems!

Inserting a light-hearted GIF

Adding a light-hearted GIF
Adding a light-hearted GIF

To wrap it up here, we’ll just do a little GIF, and maybe we’ll search for something like a monkey, to be ‘on brand’!

The best practice here would be to send them to some content where they can engage deeper with you or learn a little bit more about you. But we’re just going to wrap it up here with a little GIF and add a link to a phone number, just in case they want to call us.

Adding a phone number

Adding a phone number
Adding a phone number

We’ve added the comment “Let us know if you need anything” and the option to give us a call. As you can see, when you use the text widget, you’ve got a few different options for what a button might link to. You just put in the phone number here and hit ‘create’. A lovely, easy way to generate leads through Facebook.

Testing the sequence in Facebook Messenger

Testing the sequence
Testing the sequence

It’s key to test what your conversation actually looks like on your Facebook Page. The screenshot above shows us testing the sequence that we’ve just set up.

Let’s go ahead and test the button. The message just popped up and it’s that opening question that we asked. “Hi First Name, can we send you messages here?” And when I tap on the ‘thumbs up’, the next part of the conversation happens…

“Would you like to sign up for MobileMonkey’s growth marketing updates? We only send the fire digital marketing hacks each week,” and we should get an email address that populates here.

Yep. It’s pulling our Facebook email address. Go ahead and hit that button to provide the email address, and there’s a little swinging monkey.

“Let us know if you need anything.” If I was on my phone in Messenger hitting that call us button would go ahead and open up the phone call, so it all works perfectly.

Closing thoughts on how to get more leads through Facebook

That is how easy it is to set up the Facebook Page Welcomer and create new leads from everybody who’s messaging you on your Facebook Page from visiting the Facebook Page and hitting that send message button!

We hope that you enjoyed episode 3 of the Chat Marketing Train! Are you currently using a “Send Message” button to create leads from Facebook?

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Important Next Steps


How to Build a Q&A Chatbot for FAQs

We all know that you have just a few seconds to capture a user’s attention while they’re engaging with your brand.

And unless you can serve precisely what they’re looking for in a matter of nanoseconds, they’re going to be off like a monkey up a banana tree! ????

Today we’re going to answer “How to Build a Q&A Chatbot for FAQs” in the second episode of the Chat Marketing Train. We’ll show you how to answer your users’ questions instantly with a chatbot — and build a Q&A chatbot step-by-step in this quick demo.

The Chat Marketing Train is MobileMonkey’s new series that delves into chat marketing tips, tools and case studies as well as reviewing new MobileMonkey features — plus conversing with chat marketers who are leading the way in this brave new world!

Build a powerful Q&A automation while honing your chatbot for FAQs

Providing a smooth, enjoyable Q&A chatbot experience is key to your success. Utilizing an FAQ-based chatbot can not only up your customer satisfaction levels, but also up your number of customers due to increased conversion rates.

Why take the chance that users are going to stumble on the answer that they’re looking for on your website when you can provide the same answer faster in a chat marketing environment that you have much more control over?

Traditionally, businesses have published ‘frequently asked questions’ (FAQs) on their website. That’s perhaps been a cumbersome way for users to pinpoint the exact information that they’re looking for. How can you use chat to deliver the right piece of content to the right person at the right time, more efficiently?

Website chatbots are a helpful kind of ‘pull mechanism’. If a customer or a prospect is looking for information, if they don’t know what they’re looking for, they know that they’re going to have to ask a question. Through natural language processing, in a format that’s very conversational and interactive, a chatbot has the potential to deliver the right answers instantly at any time, 24/7. This can be game-changing for a business that’s reliant on answering their customer’s questions in a timely and efficient manner.

The challenge to service these needs for the marketer or the person building the chatbot is having all the potential answers lined up beforehand. Start with your product or service documentation, or your FAQ chatbot content.

Of course, you’ll want to retain this FAQ content on your website as well (for users and search engines alike). This isn’t a bots-versus-website scenario. Start programming your answers into MobileMonkey on an “if, then” basis – i.e. if a question includes a phrase that’s likely to require a specific answer, offer that as a solution to the customer’s needs.

You’re also going to be able to learn much more about what customers are looking for using chatbots. It will become a discovery mechanism for you as well – a place to get into the heads of your customers and learn what they actually need from you, what they’re asking your bot. Use this as a way to hone your chatbot for FAQs.

When you’re programming your Q&A triggers, you’ll also be able to see what the chatbot wasn’t able to match content to. Use this information to either match these unanswered questions to content that already exists in your chat form responses already, or write new FAQ responses for these queries. Just look for “unanswered questions” inside MobileMonkey to get started with this.

Delivering the right FAQ-based chatbot response at the right time

One of the keys to delivering a satisfactory experience via your FAQ-based chatbot is to ensure that you’re delivering the best answer to each and every question and so that users feel satisfied and pleased that they have engaged with your brand using chat.

How do you deliver the right answer to the right person, especially when some website FAQs can quite long and cumbersome?

Delivering the right content to the right person through your chatbot, as well as knowing how much content to include within your conversational chatbot can be something that you’ll just want to test over time. (Remember that you can link out to other resources from your bot. You don’t have to include everything in the direct conversation with your bot.)

Start with establishing the essence of the question, or the answer. Then say, “Has this answered your question? Offer to point to other resources. Offer to teach them more about a particular topic or finish off with a link that will let them explore further.

However, bear information overload in mind. And if you’re providing a link, review what percentage of your audience are actually clicking on the link. Use all the analytics at your disposal inside of MobileMonkey. Compare click-through rates to see how useful your linked-to resources as perceived to be. Analytics is one of your key weapons when you’re designing your bot conversation and optimizing it for human users.

Analytics is one of your key weapons when you’re designing your bot conversation and optimizing it for human users.

Question auto-detection or FAQ menu?

Is it generally sufficient to detect phrases within the questions that your audience is asking in order to deliver your answers to those questions, or is it necessary and recommended to provide your users with an FAQ menu inside of your chat experience too?

It’s very much recommended and it’s best practice today, to give your customers or the people talking to your bot an architecture or a menu of options, very much like a phone tree. When you’re automating anything in marketing, you’re going to be looking to help people find the right path for them, because you can’t design for infinite responses.

That’s what AI is trying to get us towards, but that’s really not the most practical type of implementation of a set of automation sequences or a bot today. Think in terms of what the most common options are that somebody in their situation is looking for; and how you can help direct them to the answers that they need.

How to set up a keyword trigger that serves up the most appropriate answers

Let’s take a look at how to set up a keyword trigger that allows you to serve the right FAQ content to somebody who’s looking for it.

Here’s a screenshot of Virginia logging into the support bot that’s located inside of the MobileMonkey app:

Logging-in to the MobileMonkey support bot
Logging-in to the MobileMonkey support bot

If you’re actively using MobileMonkey at the moment and you have a question, then this is the bot that you can interact with to try to find a feature that you’re looking for.

Let’s test the bot to see if we have any smart answers that are already set up for the keyword “FAQ”:

Testing the bot for the keyword "FAQ"
Testing the bot for the keyword “FAQ”

We can see that this isn’t something that we have set up at the moment. It may be an opportunity that we’re missing, so as an example, let’s try to service that potential need and create a new sequence for queries that include that keyword.

Click on “Q&A” inside the “Chatbots” section in MobileMonkey. We can see that here we already have a menu set up for people who are looking for information. Let’s try to create a smarter response for when our audience type in “FAQ”.

Reviewing existing smart responses
Reviewing existing smart responses

We can see that there are a number of FAQs that are already set up, related to the search query. For example, if somebody asks for something like “billing”, “refund”, “bill” or “upgrade”, we’ll then send them some information about how to access the billing area of the MobileMonkey.

Doing some more research, we can also see that we have some unanswered questions for this chatbot sequence. It’s a good idea while we’re here to either hook up these questions to existing answers or find a way of providing new answers for these queries and similar future queries.

However, we don’t see anything about FAQs directly here, so let’s try to resolve this opportunity first. To do so, we need to think about what information we’re wanting to deliver or where we’re wanting to send users who have this particular query.

For this example, let’s choose to send users to a frequently asked questions page on our website, so we’re going to send them to

Let’s try setting this up and test our bot sequence…

Adding a new smart response for “FAQ” inside MobileMonkey

This is where you add the keyword which is going to result in your smart response being delivered:

adding a new smart response for "FAQ
Adding a new smart response for “FAQ”

Selecting the smart response that gets displayed if our customer includes the keyword in their message

This is where you enter your desired smart response:

Selecting how the bot responds
Selecting how the bot responds

That’s done now. Whenever anyone types “FAQ” into the chat, they get referred to the “Help” section on the MobileMonkey website. However, it’s important to always test your new sequence, just to make sure that it is working as intended:

Testing out the new smart response
Testing out the new smart response

This is how you can trigger the right response to somebody who’s looking for something particular in your bot.

You can use this type of response to set up some help information being delivered or trigger the right response to somebody who’s looking for something in particular. Consider the common words or phrases that people may search for in relation to your product or service – and implement something similar for your business!

Dealing with a particularly large FAQ section using a bot

If you have set of FAQs that can be broken down into several categories would it be good practice to set up a two-step approach, directly within the chat, initially asking something like: “Which category would you say your frequently asked question or your question runs under?”

In short, yes. However, there are different and possibly smarter ways of implementing this compared with trying to keep the whole content experience inside of your chat experience. Think about relating the chat experience with the content that your audience happens to be consuming on your website as well.

For instance, if you’ve embedded a bot on your prices page, you may know that people on your prices page typically have three categories of questions. You could then use your bot to prompt them, initially asking something like: “Are you interested in knowing pricing based on quantity, based on where you’re shipping to, or based on return policy?”

This could then be a menu that gets inside the head of your audience who are on that pricing page and the typical types of questions that they may ask you, drawing them further down the path towards transacting with you by providing great chatbot support.

This is a clever blending of inbound and outbound digital communication. Traditionally, organic marketers have expected website visitors to navigate their own way around websites without any external prodding or assistance. It’s OK to drive certain visitors to your frequently asked questions page, but if you’ve got an overwhelming amount of content on there, you should be breaking that content into logical sections and offering to assist your audience to ensure that they receive the answer that they’re looking for. After all, a satisfied website visitor is much more likely to turn into a customer.

Think about how you prefer to discover something yourself. If it’s a complex issue that you’re dealing with or it’s hard to find the answer that’s specific to your circumstances, wouldn’t you prefer to hit that chat button in the bottom corner of a web page and see if somebody from the business can help you find the information that they’re looking for more quickly?

5 key takeaways:

1. Always be matching unanswered questions

Look at what people are searching for in your chat experience and see what the chatbot wasn’t able to match your content to. Use this information to match these unanswered questions to content that exists in your chat bot already or as a reason to produce more answers.

2. Try to provide a menu of options

Try to provide a menu of options for your audience. As good as chatbots are at the moment, they’re nowhere near as powerful as they are going to be in the coming years. Providing answers based upon keywords can still be an inexact science, so don’t just rely on that and always be available to jump-in to the conversation in-person if need be.

3. Don’t leave your audience unsatisfied

Always ask whether or not your users were satisfied with the answer that they received through the chat app and offer to continue helping if that’s what they want. Try and encourage your audience to positively share that they are satisfied before ending the conversation.

4. Bot analytics is your friend

Make good use of your bot analytics – especially what links your audience are finding to be particularly useful. If you have a low click-through rate, maybe this means that the answer that you’re trying to provide doesn’t match what your users are looking for.

5. Bots are even more powerful when blended with web pages

Blend the power of bots with the pages that your audience is consuming on your website. Create website chatbot widgets that addresses the questions that are more likely to arise from each of your key web pages.

We hope that you enjoyed episode 2 of the Chat Marketing Train ! What are your thoughts? Are you currently using a Q&A chatbot? If so, how so?

I’ll be back with you in a week’s time for episode 3!

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Important Next Steps


Chatbot Use Cases: When and Where to Use Chatbots Around the Customer Journey

Welcome to The Chat Marketing Train, the brand-new series of chatbot strategies and stories brought to you by MobileMonkey. In this once-a-week series we’ll be delving into chat marketing tips, tools and case studies as well as reviewing new MobileMonkey features — plus conversing with chat marketers who are leading the way in this brave new world!

I’m David Bain, host of the series and in this first episode, we’ll be diving in to how, where and when to use chatbots – mapping different parts of the customer journey to different chatbot use cases.

When to use chatbots? Start with your customer journey

When considering when to use chatbots, rather than diving straight in to the technology, I think that it’s important to start off with considering your current customer journey: How you’re currently attracting new users, how you’re convincing users to engage with you, how you’re converting conversations to customers, plus how you’re retaining customers and turning them into brand evangelists by delighting them.

In order to give you examples of when to use certain types of chatbots that can align to your customer journey, I had a great chat with Virginia Nussey, Director of Marketing here at MobileMonkey. Check out the conversation in the video.

What are some specific chatbot use cases within the marketing funnel?

Chatbots are a really good tool at all stages of the marketing funnel. Inside MobileMonkey we have a number of tools that connect with new leads, providing you with multiple chatbot use cases. Tools that help you with Facebook Ads, tools such as Facebook Comment Guards or Facebook post autoresponders, where somebody who comments on your Facebook post becomes a new lead or contact that you can follow up with.

In the middle of the funnel chatbots help you to re-engage and have ongoing conversations with your contacts, and also help people become educated about your product, about your offering and solutions.

There’s also at the bottom of the funnel, ways to pull people back into the funnel, re-engage with you, send offers for sales and promotions, as well as target people who are at the final stages of the buying cycle, and mark those people off as conversions, tracking your campaigns. When should you use a chatbot? When shouldn’t you use a chatbot!

At the top of the funnel, where you’re attracting new customers and leads, MobileMonkey offers free Facebook chatbots that are really popular with people who have a lot of fans for their Facebook Page, but aren’t necessarily driving those fans into leads.

Social media is often a great branding and awareness tool, but then how do you help capture people who are engaged with your page or your different social profiles and turn them into customers?

One of the ways you can do that is with the MobileMonkey Facebook autoresponder tool (i.e. FB Comment Guards). It’s great because you have a Facebook post, you’re probably doing Facebook posts already and people are liking, commenting or sharing on that content. For your most engaged with content you can add something called a “bot autoresponder”, and it’s a really interactive, fun and engaging way to start a conversation with people who are already conversing with you.

Perhaps your brand has a social media team who are already responding to commenters and trying to keep those conversations going. What you can do with a bot is you can automate some of that conversation and engagement. Automate the conversation with something that not only helps add a fun and really differentiated piece of social interactivity, but also anybody who comments on that post and then has that conversation with your bot, becomes a lead or a contact that you can have follow-up conversations with. As a result of doing this, you get all of the contact’s details from Facebook – lots of default information such as their name, location, their profile photo and gender. You can then have conversations where you ask them about what they’re interested in, and evolve a deeper, more meaningful relationship with them as a person.

Why should people use Facebook Comment Guards?

Facebook Comment Guards are a free tool inside MobileMonkey. There’s no barriers to stop you from using this tool right now. Secondly, Comment Guards convert what’s already happening, activity that you’re already doing, converting Facebook posts into leads. This is why it’s really attractive. Thirdly, Comment Guards create engagement and interaction with your brand, reducing the need for quite so many manual interventions.

You can do a couple of things when you’re setting up a Comment Guard. You could have what’s called a “catch all”. i.e. if you wanted to make sure that everybody who’s commenting on your Facebook posts gets a “hello” or an offer from you, a little handshake or message saying something like, “Hey, thanks for commenting on our post and being our fan”, this would be what’s called a “catch all”.

You can also create Comment Guards that are post specific, so if you wanted to have a lead magnet on a Facebook post, or drive people to a particular blog post, then you can set it up where that particular call-to-action is special for an individual post.

How to use the Facebook Page Comment Guard inside MobileMonkey

The Comment Guard is a tool that turns your Facebook Page commenters into leads. Let’s take a look at how to set that up in MobileMonkey….

Setting up a Facebook Comment Guard
Setting up a Facebook Comment Guard in MobileMonkey

When you log-in to MobileMonkey, you’ll see tools on the left-hand side and one of those tool categories are all of your Facebook tools. These include the “Click-To-Messenger Ads”, the “Facebook Page Welcomer”, which is the message that somebody gets when they hit the send message button from your Facebook Page, plus “Facebook Comment Guards” as well as “Facebook Sponsored Messages”. Click onto “Facebook Comment Guards” to see how to add a new Comment Guard, some statistics on how your Comment Guards are performing, and your Comment Guards that are live and active right now.

Let’s take a look at a Comment Guard example that Virginia created on her “Botgirl” Facebook Page. This is a test Page and bot that Virginia uses for creating new lead magnets etc. It’s also a way that Virginia alerts her audience to when she’s going live in the Facebook Group, MobileMonkey Island.

To get started, Virginia created a Facebook post which says to comment “yes” if you want to know when chatbot chat is getting started. This is what the post looks like on her Facebook Page:

A Facebook post using Comment Guard
A Facebook post using Comment Guard

If people leave a comment, then Virginia’s bot is going to instantly respond with: “Thanks, you’re all signed up.”

To do something similar, choose whether you want your Comment Guard to be a “Catch all” or “Respond only to specified posts”. If you decide to only respond to specified posts, MobileMonkey offers a dropdown where you can select from your most recent Facebook posts. If you’ve recently posted something to Facebook, this will populate automatically here.

You can also type in the post ID or enter the URL. In addition you can set it up if you only want to collect a users’ response that incorporates certain keywords. e.g. you could say, “Leave the comment ‘updates’ and we’ll send you updates to our blog.

Below is a screenshot showing exactly what your audience member is going to see when they engage in that conversation: “Hey, thanks for leaving a comment. Can I message you here later?”

Initiating a conversationwith users who engage with your Comment Guard
Initiating a conversationwith users who engage with your Comment Guard

Notice that we’re looking for an open-ended answer here. This means that the user can say anything they want. In this example we then say: “Great, can I get your email in case we get disconnected?” This series of conversational elements is how you’re going to encourage people to reply to you.

You can also dictate how often somebody’s going to get this response. This really comes in handy if it’s a livestream that you’re sharing, where you know people might be commenting multiple times during your broadcast and you don’t want to send someone a message every time they post a comment, but you do want to the first time. Setting this frequency cap is important.

Case study: when to use chatbots to keep the conversation going with someone who’s already interacted with your content

When MobileMonkey client Technosetbee hit the market, they already had a really great apiary product — beekeeping products that use an environmentally friendly plastic. They have a really high quality offering that lasts five times the length of some of the more traditional beekeeping products.

The challenge for Technosetbee’s marketing agency was how to bring awareness to the great product they had. We’ve already talked about the “attract” part of the funnel. Technosetbee ran Facebook Ads, they ran them using the inverted unicorn targeting method, which was a very creative way to get the attention of people and stop people scrolling in their feeds.

Technosetbee used Facebook click-toMessenger ads where the creative combined interests that don’t have any direct correlation. For example, Star Trek and beekeeping products, or Lord of the Rings and beekeeping products. This is a really fun and interesting way to get people engaged, delight them, and create that brand or product awareness, one of the more unusual bot use cases.

Technosetbee then had to re-engage these prospects and turn them into customers. This means that in the middle of the funnel they send remarketing ads, and they’re able to send chat blasts, which is a mass message similar to an email blast or a mass text message. This re-starts the conversation with people who are in your funnel and lets them know about deals and offers that you’re running right now. You can do this as either a chatblast, which follows certain rules if you’re doing it in the Facebook ecosystem, or remarketing ads (like sponsored ads) which is Facebook’s ad type for sending messages to people who are already your contacts.

Through this kind of re-engagement campaign, Technosetbee were able to increase their revenue by over 600% from their retail sales. They used this top to middle funnel messaging to achieve really great results.

Read all about Technosetbee’s success with MobileMonkey bots and remember to check out our other chatbot case studies, too.

What’s cool is that when you’re creating a new Facebook sponsored message, it’s already going to be connected to the Ad account that you’ve hooked up to your account in the settings:

Creating a new sponsored message in side MobileMonkey
Creating a new sponsored message in side MobileMonkey

It’ll automatically sync the ad that you create here, which is just basically a message that people will see in their inbox. It looks like a standard message. It looks like any other free message until they click into the message and see that it’s sponsored.

You can create an ad that goes to all of your contacts, to chat marketing audience segments, and basically using all the information that you know about people through the conversations that you’ve had, like when you’ve asked them, “Are you interested in sunglasses or other accessories?”

In addition, you can add a picture to the message as well as text, and a ability to give a quick reply such as, “Yes, I want more information about this great sale,” or, “Yes, I want to save 20%. Tell me how.” You then link that to a page on your website to drive your prospects into the webpage, the landing page, or the product that they might be interested in purchasing.

How to enhance your conversion rates using the power of chat

In the example above we’ve already touched upon how chat marketing can be used to assist with your conversions, what are some ways that you can enhance your conversion rates even further using the power of chat?

Another way we can talk about conversion is capturing an email address, which is something that you can do with your bot and automate the integration where the email that you’ve collected goes into your email marketing platform or your CRM, connecting with other automations that you’ve set up, possibly using MobileMonkey’s Zapier chatbot connection.

You can achieve conversions by signing up your target audience for events or getting them to download your content offers. This is all possible with your bot as well. When you’re talking about some of these softer conversion metrics, like downloads, events, and email collection, you’ll also want to be thinking about strategically placing your bot in the right place to have that conversation.

Embedding your bot on our website is going to be an important aspect of this in the future. Website chat can increase your conversion rate by 45% because people are interested in having their questions answered while they’re shopping, and if you can provide them with the right answer in a convenient chat widget, that will help to smooth the flow to conversion.

Just like our Facebook Messenger conversion forms, the MobileMonkey website chat widget is a really important element for your chatbot when you’re thinking about conversion optimization by answering frequently asked questions using Q&A triggers for chatbot responses, collecting email addresses with a chatbot, providing an entry point into signing up for an event with a chatbot, as well as providing an informational asset that will help educate somebody and convert them further down the line when it comes to becoming aware of whether your services or solutions are the right fit for them.

Is it key to engage with users on a one-on-one basis as well as having a chatbot?

Yes — what chatbots do for customer service is great. This year it’s estimated that chatbots are going to save businesses $8 billion on customer service costs across the world. You definitely want to take a piece of that pie by creating a first responder chatbot on your website as well as the other key places where people might be asking for FAQs or customer service inquiries.

When to use chatbots is certainly now, and with as many of your customer touchpoints as possible, however, the important next step is connecting that bot to your live agents and your live customer service reps at the right time. You need to set up notifications so your team can jump into the conversation when somebody hits one of those flags that means that they’re not getting the answer that they need.

Chatbots can be really helpful, but they’re not going to be able to fulfill every request. What marketers and businesses need to set up is the handoff from the chatbot to the live agent, receiving notifications as to when it’s necessary to jump in and send an alert to have that one-on-one conversation.

When you want to embed the chatbot onto your website, you’re going to be using customer chat widgets. One of the cool things about MobileMonkey’s customer chat widget is that it allows for two different types of chat. Facebook Messenger chat, which is what you see in the screenshot below inside MobileMonkey, as well as native web chat – and this is great because not everybody has a Facebook account.

Setting up a chat widget
Setting up a chat widget

Also, not everybody is logged into their Facebook Messenger all the time, so in these instances, having your own native web chat backup is really useful.

3 steps to setting up your own website chat widget inside MobileMonkey

In the Website Chat section of MobileMonkey you can create multiple chat widgets – but why would you want to do that? Why would it be necessary to have more than one chat widget? Because you might have a different chat widget on different areas of your site. You might have one for a product page and a different one for the pricing page where you’re treating users differently, depending on their needs.

Deciding when to show your chat widget
Deciding when to show your chat widget

When you create a customer chat widget, you have options to customise how it displays, what colour to use, what message is shown to people when they’re logged into Facebook Messenger, as well as what message to display when they’re not logged into Messenger.

Select your greeting for people and then whether or not you want the widget to display on your desktop site and your mobile site. Also when you select MobileMonkey Omnichat to be enabled, this is where it gives you an option to show a different widget for people who are signed into Messenger versus people who are not signed into Messenger.

Step two of setting up your chat widget is to enter your chat sequences. Step 3 is selecting the conditions in which to show the chat widget. After that, your job is just to install the widget on your website the widget on your website, whitelisting your domains inside of MobileMonkey first, and then copying and pasting the code either directly to your web page template, or something like a Google Tag Manager.

Adding the chat widget to your site
Adding the chat widget to your site

Delight your audience through the power of knowing when to use chatbots and when not to use chatbots

Providing one-on-one customer service via live operator chat takeover in a chat widget is one way to delight customer, because often you can engage with people when they may not necessarily expect to be engaged with on a one-on-one basis. In other words, you need to consider when not to use chatbots as well as when to use chatbots.

It’s important to be available when and where our customers are talking to us, whenever possible. Whether that’s social media or on your website, many people have low patience levels and expect instant answers.

Consumers expectations are high and getting higher. Chatbots can be a really helpful tool for providing instant responses, making your audience know that they are being heard, and then connecting them with the information that they need, straight away.

Chatbots can be a great way to delight your audience because they let users choose their own adventure, while at the same time anticipating their needs.

Chatbots can be a great way to delight your audience because they let users choose their own adventure, while at the same time anticipating their needs. Obviously this depends on how you set up your bot and your goals and objectives.

Customer service bots are more about giving providing options such as, “Are you looking for status of your order? Do you want to talk to customer support? Do you need somebody in our sales team?”

Of course, there are different roles for bots. A bot used for content marketing provides a similar role to your email program, sending out new content and new tutorials. However, chatbots can be much more engaging and interactive than email. I’ve seen bots that mimic games and do a great job at storytelling, all sorts of fun and entertaining things.

There’s a mattress brand called Casper that has an insomnia bot that helps you play games in the middle of the night! It is kind of fun to have a little companion in those wee hours when you don’t really know what else to do with yourself 🙂

Think about your content marketing in terms of an adventure or a story, and always, always make it engaging. Engagement is the key to using chatbots for your content marketing efforts and really upping that delight factor.

Summary: When and where to use chatbots around the customer journey

Here’s a summary that will help you get started with when to use chatbots around the customer journey…

  1. ATTRACT – Use a Facebook Comment Guard to initiate new conversations
  2. CONVINCE – Try the Inverted Unicorn Facebook Ad Targeting Method and Facebook click-to-Messenger and Sponsored Messages to re-engage prospects
  3. CONVERT – Capture leads as part of your conversation flow
  4. DELIGHT – Know when to pause the chatbot sequence and move on to having a real, one-to-one conversations

We hope that you enjoyed the first episode of The Chat Marketing Train! Let us know in the comments what you thought! Are you actively using these tips in your chat marketing today? Perhaps you’d like to add more suggestions into the mix? Leave your thoughts in the comments.

I’ll be back with you in a week’s time for episode 2 of The Chat Marketing Train!

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Important Next Steps