Creating more profitable conversations with your customers
We all know that robots are taking over the world.
If you’re a fan of Black Mirror it’s pretty clear we’re headed for a Terminator future.
And while I’d like to feel bleak about that, I won’t.
This is a marketing podcast, after all, so let’s talk about when robots work for good.
When AI can save you time and money.
When using automation and bots can actually improve your customer service rather than ruining it.
For yes, today we are talking Chatbots.
Now as a copywriter I’ve written a fair few bots for myself, I’ve also set one up to work on my Facebook page, but I haven’t fully embraced the opportunity.
And boy is that opportunity big.
Today we’re talking to Dan Pinne, chatbot guru and member of my Digital Masterchefs Community, about how to use chatbots to revolutionise your business in a non-Arnold Schwarzenegger way.
Tune in to learn:
- What chatbots are, and how they can help your business
- The key elements to a successful chatbot
- Where to start with chat marketing
- How lead-based businesses can use chatbots
- How eCommerce businesses can use chatbots
- Dan’s top tips for setting up successful chatbots
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And big thanks to Ros -The Good Life Backyard from Australia for their lovely review:
“Thank you for providing such a knowledgeable, yet entertaining podcast.
I have tried to listen to many SEO podcasts, but none have been as engaging and easy to understand as yours.
You deliver relevant information in an honest, refreshing, and easy to follow way. I started with the newbie (as someone very new to SEO) and now listening to the techie episodes.
All have given me many valuable tips to implement in my business. Thank you, Kate, it is very much appreciated.”
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About Dan Pinne
The automated chatbot systems he uses to create more personalisation, build trust, and generate sales.
Dan loves a good musical and has a goal to go see Hamilton in New York (after he’s seen it in Sydney and Melbourne).
Connect with Dan
Useful Resources
Transcript
Kate Toon:
We all know that robots are taking over the world. If you’re a fan of Black Mirror, it’s pretty clear we’re headed for a Terminator future. And while I’d like to feel bleak about that, I won’t. This is a marketing podcast after all, so let’s talk about when robots work for the good, when AI can save you time and money, when using automation and bots can actually improve your customer service rather than ruining it. Yeah, for today, yes, we are talking chatbots. Now, as a copywriter, I’ve written a fair few bots for myself. I’ve also set up one for my Facebook page, but I haven’t fully embraced the opportunity. And boy, is that opportunity big.
Kate Toon:
Today, we’re talking to Dan Pinne, chatbot guru and member of my Digital Masterchefs community, about how to use chatbots to revolutionise your business in a non-Arnold Schwarzenegger way. Hello, my name is Kate Toon, and I’m the head chef at The Recipe for SEO Success, an online teaching hub for all things related to search engine optimization and digital marketing. And today I’m talking with Dan Pinne. Hello, Dan.
Dan Pinne:
Hello, Kate.
Kate Toon:
Hello. I thought you might talk in a robot voice just to kind of go with my… or an Arnold voice. Hello, Kate.
Dan Pinne:
I’m not used to doing that. I’m only used to talking through a chatbot. So, there’s a difference.
Kate Toon:
Okay, yeah. I’m surprised you can actually even talk. We should be doing this podcast via chatbot. Wouldn’t quite work. Okay. I’m going to awkwardly read out your bio. Dan is a chat marketing expert that helps businesses communicate more effectively with their customers. The automated chatbot systems he uses create more personalization, build trust, and more importantly, generate sales. Dan loves a good musical, oh, I wouldn’t have thought that, and has a goal to see Hamilton in New York after seeing it in Sydney and Melbourne. What’s all the fuss about Hamilton?
Dan Pinne:
Haven’t you seen it yet, Toon? You’ve got to do it. It’s just a great show. It’s a great show.
Kate Toon:
I can’t stand it when people start… they’re walking down the street, buying some potatoes, and they’re like, “I’m buying potatoes.” I can’t.
Dan Pinne:
No, it’s very different, very unique, when it came out in Disney… Because this was mid-pandemic, so they did a very good job of releasing it to the world. And unfortunately, I didn’t get see it in Sydney by the time it’s left, but it’ll be in Melbourne. I’ll probably have just seen it by the time this episode has come out. But I saw another musical last week actually, one I saw, fan of ’90s music, Alanis Morissette’s Jagged Little Pill, would highly recommend it.
Kate Toon:
Oh my Lord.
Dan Pinne:
As well.
Kate Toon:
Yeah. See, I would literally rather drive a fork repeatedly in my leg. That’s just… I watched that Elton John movie with the Aussie actor in it.
Kate Toon:
You know the recent one?
Dan Pinne:
Yeah.
Kate Toon:
And I literally just was in a permanent kind of crab shape of cringe. So it’s funny, isn’t it? What ticks each other’s boxes.
Dan Pinne:
That’s right.
Kate Toon:
Anyway, talking of ticking boxes, it’s got nothing do with ticking boxes.
Dan Pinne:
Good segue.
Kate Toon:
Look, let’s talk about chatbots. So I met Dan, well, I’ve met him lots of times, but we worked together on a little workshop on chatbot and he helped me set up my chatbot for my Facebook page. And the funny thing is I’d actually written a chatbot for Dale Beaumont for another thing. And I wasn’t convinced. I was in that school of thought that chatbots are the devil, that they’re taking away from a real customer experience. And you completely changed my mind, Dan. So, that was pretty impressive. Let’s just start as if I have only just heard of the internet, I’ve just been born out of an egg. What is a chatbot in simple terms?
Dan Pinne:
In simple terms, it’s just anything that can send an automated one-on-one message. Basically, a chatbot system just gives you the ability to do that at scale and work on different elements of your business, whether it’s marketing, sales, operations, and the best chatbot systems can work and communicate with people all over the internet. So it could be Facebook, could be your website live chat, could be Instagram, WhatsApp, everywhere. But the key thing is that they send one-to-one messages to people based on different things they type, do, click, all different elements of things. So at a basic level, that’s where we start.
Kate Toon:
And I think that’s a great description. I think the thing is as well, people misunderstand the purpose of a chatbot. So someone uninitiated would say, oh, well, it’s so that I don’t have to deal with as many customer service queries, it’s a way of not having to talk to so many customers. But you have a completely different of framing that don’t you? What would you say is the purpose of using a chatbot?
Dan Pinne:
Yeah, so I mean, that’s an element of chatbots, of course, it’s an element of all chatbots. That’s the first thing that people think. And sure, that is some of the things that businesses will experience once they set up a chatbot. But the way I sort of reframe it is that we start that conversation with people before they even do get to the point of having to ask a question. So we initiate it across social media platforms, we initiate it before they even get to the website and start using your live chat. And we do that through things that are intriguing. They might be quizzes, they might be questionnaires. They might be all different elements of types of things that get people to click and eventually basically solve that problem. So it’s just another way of, I describe it, and we’ll chat about leaves and stuff like that, but describe it exactly the same as sending people through to a landing page. We’re just redirecting them through to one of the inboxes. Could be messenger, it could be Instagram, wherever.
Dan Pinne:
The one other key thing I say the chatbots differ to websites is that once they’ve left, they’ve landed on your website and they’ve left your website, they’re gone, can’t get them back. With a chatbot, you’ve got up to 24 hours to continue that conversation with people. And if they didn’t convert, you can ask them why. It can answer any other possible queries there. So it is a much more personalised type discussion that you’re having. And you are getting a lot of sort of both real data, but also anecdotal marketing evidence that you can use in other elements of your business.
Kate Toon:
Yeah. And I mean, even in the vaguely pathetic little chatbot that I have, I like the word you used, redirection, because people come to me and they’ve got a myriad of questions. I’ve got SEO course, I’ve got a copywriting membership, I’ve got a digital marketing membership. Maybe I’m running an event. And they can waste time wading through content on my website, trying to find the right thing or try and get in touch with me over email and then wait for a reply or try and call me. I never answer my phone. But on the chatbot, it very quickly says, do you want this, this or this, and then it sends them to exactly the right place. And even if it’s all that it does, that for me has been revolutionary.
Kate Toon:
We’re going to talk about this as well, because the other thing I think when people talk about chatbots replacing customer service, is something you said to me when we were training, is it’s not about having a whole conversation on the chatbot. It’s maybe about having two or three exchanges and then moving it to the phone, but the person’s more qualified. And I think that’s it, I think people think because a lot of chatbot bots can be kind of cyclical, and you answer a question it’s like, well, do you mean this? It’s like, no. Do you mean this? No. And it’s like, oh my God. So the goal is not to try and complete the conversation on the chatbot. Is it?
Dan Pinne:
Yeah, that’s right. And understand that human intervention will be needed at some point in the conversation. It doesn’t replace human beings. And of course, as customers, we want to chat to human beings, but if we can get to those human beings a little bit faster and get our questions answered more specifically, then we’ll answer those couple of steps. And once they do get there, the human beings do have more capability of answering questions. It’s like when you call any of the call centres now and they say for this option, choose one, this option choose two, three. Choose the wrong option, they’ll redirect you to another department because you’re not there. It’s pretty much exactly the same as once they get to the human being, they’ve got the data there and they can say, hey, I see you’ve got a question about this or this product or this service, here is the answer, what else can I help you with? Would you like to buy, book, purchase, whatever. Yeah.
Kate Toon:
I’m not sure that the comparison centre call centres is doing you any favours because often they can be very frustrated when you end up just screaming, “human” down the phone until you get them.
Dan Pinne:
Yes.
Kate Toon:
And I think that’s it, having an eject button on a chatbot is very important, but we’ll talk about that in a minute, having an, I’m sick of this chatbot, please let me talk to someone, is very important. And that brings me to the next point. What makes a successful chatbot? What are the key elements of having a successful chatbot?
Dan Pinne:
So, I mean, we start with by just saying, well, where are your customers and where are you going to set that chatbot up? Do you need to be everywhere and every channel? So it’s just basically trying to give your customers what they want when they want it and how they want it, because they’ll tell you if you don’t give it to them that way, anyway. So at least just by starting looking at which channels you want to use, where you can start with that low hanging fruit, and it might be just those operational type questions like you’ve got set up. Here’s this, here’s that, and here’s the other option. Click here to get this, click here to get that. It might be a couple of, do you want to sign up for that? I need your info here. Give us your email, give us your phone number, give us your name. Just really basic top level type information you can at least start with to set expectations.
Dan Pinne:
And that’s, I think the biggest frustration with when I go in to chat with different businesses or call your call centres, et cetera, is at least just give me an expectation of what’s going to happen when I send that email or send a message or I call up. At least call centres give you an estimated wait time sometimes on there. But like if I send, and this was sort of one of those big things for local businesses in and out of pandemics, is the amount of inquiries that they were getting via inboxes because people were like, are you open? Can I make a booking? All these different things. And you message these businesses and you don’t get anything back, but you don’t even get an automated reply just to say, thanks for your message, we’ve got it.
Dan Pinne:
At the end of the day, I just want to be treated like a human being to know that my message has just gone into the ether and it’ll be responded to in six months time, because then I’m going to go and another channel. So at least just set those expectations when people come in and start chatting with you. Some people just say, we don’t monitor this Instagram inbox all the time, so can you send us an email? Or if you want to… if your question is about this, this is our current answer. Something like that.
Kate Toon:
Yeah. So giving customers what they want, and then we’ve already mentioned like understanding human intervention is needed.
So I’d love to talk about some of the things that go wrong. This wasn’t in our script, but I’d love to talk about some of the things go wrong. A couple of things that I’ve noticed are, and again, this is something I learned from you is don’t pretend it’s a real human, be quite honest about the fact that you are talking with a bot. Sometimes we’ve talked about even giving the bot a name. So I think mine’s called Toonbot. Just so people are aware that this is a tool, it’s not a real person and they don’t have the expect… you talked about setting expectations, I think that’s an expectation that’s often not well set. People try and be so human and it actually does them a disservice. What do you think to that?
Dan Pinne:
Yeah, definitely. I think that’s one of the things that, you spoke about giving your bot a name, it’s this really interesting thing inside into human behaviour that when we’ve actually given chatbots a personality and given them a name and introduced them to say, “Hey, welcome to the chat. I’m Toonbot, the virtual version of Kate, here to answer some of your questions, but I can’t answer everything. Here are some key areas that you might be interested in.” When people start to send messages to chatbots that have a name and a little cartoon or something like that, they actually use whole sentences.
Dan Pinne:
So they’ll be like, “hi Toonbot, just wondering about the upcoming course that you’re running.” Whereas if you just say, welcome to our inbox, type your message, they’ll just say, “upcoming course cost,” like they’re sort of typing in Google. So yeah, one of those things is setting those expectations when you are replying to someone is let them know, yes, this is our virtual assistant. Sometimes people don’t like the word bot, unfortunately it’s just taken over, but it has that connotation.
Dan Pinne:
So it might be, this is our virtual system.
Kate Toon:
Yep.
Dan Pinne:
This is our helper. We can’t help with that answer at the moment, but I’m going to transfer to our human team. I’ve let them know, they’re on their way, or I’ve sent them an email to page them. Just something that before they go down the rabbit hole of asking and getting the same question over and over and over. When we set up chatbot systems, we have a, because we do have some of the sort of AI training in them, we have like a three strike system. So we kind of have a, that can’t be answered, sorry, we can’t answer that. Could you rephrase it slightly? They ask it again. If we can’t answer it then, then we go, really sorry, looks like our system doesn’t have the capability to answer at that moment. We’re just going to transfer you to a human team now.
Kate Toon:
Okay, yeah. So there’s two there. There’s two there. So make sure that you set expectations around the fact that it’s a virtual system and the three strikes and out rule. I like that one as well. Another one that I noticed is like overwhelming choice. You talked about the phone example of press one for this two for this, when it gets to about eight, you can’t remember one and two was again.
Dan Pinne:
Yeah.
Kate Toon:
So I’ve limited my options to two or three. Do you want this, this or this? And not this, this, this, this and this. So is that something that you find that a chatbot can get too convoluted?
Dan Pinne:
Look, the messages that are going to come into people’s inboxes, it’s the old 80/20 rule, you will have 80% of your messages will be regarding one particular topic or one main question. So try to limit those options there, as far as yeah, how many routes they can go down from there, particularly when it’s their first time coming into the inbox from just off their own fruition, they might have just gone to message on Instagram. Don’t sort of overwhelm them, like you said, with all of these different options. Start to open that conversation, then you can maybe get into a bit more detail once they start to interact.
Dan Pinne:
But initially, people also don’t exactly know what to do with some of those buttons and images and stuff like that in chatbots yet, there’s still actually a learning sort of phase that people are going through when they’re in those inboxes and chatting to people, they don’t know that they can hit that little button that’s below that piece of text rather than typing out the answer. So yeah, you’re a hundred percent right. Keeping those options limited to start off with. And like I said, they’re going to be predominantly around maybe one, two or three of your main offers or problems or FAQs that you’ve got.
Kate Toon:
Yeah. I mean, that’s it, don’t try and solve all your business problems with one chatbot. So let’s dig in and start getting practical and talk about where people can get started with chat marketing. So I’m listening to this, I’m thinking, okay, I’m going to give chatbots and chat marketing a start, a go. What are some of the tools that we can use to get started?
Dan Pinne:
Yeah. So first of all, I mean, when we’re talking about tools, the main tool that we use and recommend to everyone is ManyChat. So to start a chatbot, you need a system that sits outside of wherever you’re going to run your chatbot. So it needs to sit outside of Facebook, needs to sit outside of Instagram, and your website live chat as well. So ManyChat’s is a system that we use. It’s the number one system on the platform. It’s got a really close relationship with Facebook and all the platforms, so they’re constantly updating, et cetera. I’ll put a link in the show notes for you guys to get 30 days free trial of the pro version in there as well. But it’s a really simple cost effective tool to start with. And then once you’ve created your ManyChat account, you need to connect it to your Facebook business page.
Dan Pinne:
So at the moment, that’s one of the only ways you can initially start your chatbot journey through ManyChat is connect it to a Facebook page. And then you can, I mean, you can disconnect it after that if you want, but then you can go down to rabbit hole of connecting it to Instagram and WhatsApp and embedding it on your website and stuff like that. But aside from the tools, you really probably need to, even before you go to ManyChat is to think about what am I going to put in my chatbot? What do I want to focus on? What are the key elements that I’m going to start with and where do I want this to go? Because, make no mistake, if you set the expectation for people that they can message your business on these platforms and they get used to that, they will go back there. So if you’re going to start with a chatbot, it is something that will you will need to grow down the track as well. And it’s not something you can really necessarily leave dormant for too long.
Dan Pinne:
When we talk about strategy and breakdown the different elements, we have a little algorithm, MSO, which is marketing, sales and operations, and they’re the three key elements the chatbot can help with. So looking at each of those things, whether it be marketing, bringing in new people, whether it be lead magnets that you’ve got to bring people from all of your different social media channels and they can claim them in there, it might be promoting some of your content, your podcast episodes. And so how can you start that conversation before they’ve got questions around what you do and how you can help.
Dan Pinne:
The sales side of things is obviously questions around… And that’s probably where a lot of the human intervention can come in, particularly if it’s a higher price product, people will want to overcome some of those objections. And so it could be questions about particular products, whether you’ve got it in stock, it’s obviously a really big one for e-commerce stores. And George had about different elements that you can use for online stores there as well. And then a lot of people will, as we’ve mentioned before, just fall back to that operation section. So having the elements of the FAQs and answering some of those key questions as well.
Kate Toon:
So you talked about marketing, sales and operations. I like that. MSO. Let’s start with, I guess, the sales and marketing. How do we use chatbots to generate leads?
Dan Pinne:
So the great thing about chatbots and particularly across Facebook is that you can gather contact information really easily. So if people are, for instance, wanting information about whether it could be a brochure or a download, something like that, think of it like a replica of a landing page. Instead of going through the landing page, they go into the inbox and they receive what you’re offering. Before they obviously do that, they’re giving you the name which is automatically attached to their Facebook profile or their Instagram account. So you’re automatically getting that. And then when you ask for their email, it automatically displays that as well, because they generally sign up with an email.
Dan Pinne:
And so all they’ve got to do in a couple of taps is be able to receive that information that you’ve got. Now, where ManyChat comes in is that that information is submitted, but then it integrates with all of your major CRMs and email systems. So then you can take that data and you can easily send it over there. So now they’re a lead on your email system as well. So whether it just be offering something, but the other big thing for lead-based businesses is a qualification process.
Kate Toon:
Okay. So tell me a little bit more about the lead qualification process. What do you mean by that?
Dan Pinne:
Yeah, so when people obviously are wanting more information, people are at different stages of the buying cycle. So when they enter the inbox, you can just simply ask a couple of questions as to where they’re at. Now, that information can be really invaluable for sales teams and stuff like that before they get on a phone call or your 15 minute free meeting or whatever it is to be able to gauge, are they the right customer for you or not? So we generally have two to three questions on, that’s multiple choice type options that once they get to the end then we can gauge out, we can send that information to the sales team. Again, it can link with everywhere. So it’s one of the best ways just to be able to get really simple tidbits of information.
Dan Pinne:
And often asking, one of the things we’ve found that works really well is just asking an open ended question about why are you interested in this product? We have a client that sells golf simulators, and they’re these huge thousands of dollars’ worth simulators sitting in rich guys’ garages, basically, and one of the questions we ask is why are you interested in setting up a golf simulator in your home? And some of the stuff that they get from that, it could be, I just want to have a hit with mates or I want to improve my game, but that little tidbit of information is something that the sales team they get on there and be like, hey, thanks for your inquiry. So you want to create the ultimate man cave and put that one in there so when the guys come over, you can have a hit with them in the golf simulator. Stuff like that is just really simple things you can add to your chatbot experience that then also builds that element of trust as well, and can help convert more sales obviously at the end.
Kate Toon:
Fantastic. So I wonder how chatbots can really work for e-commerce businesses. I mean, do you think that that’s… Obviously e-commerce businesses get a lot of similar questions around shipping and returns and sizing? Is that how you see them working for e-commerce businesses?
Dan Pinne:
Yeah, definitely. Definitely operate… I mean, that’s probably 80% of questions for e-commerce businesses and often questions post-purchase. So, where is my order? How long will it take? Can I get an update on that order? The great thing, again, about ManyChat is that it does integrate directly with Shopify store owners as well, and it can integrate with Woocommerce, there’re a couple of plugins that can work as well, we’ve done that as well. But not only can it integrate with Shopify so then you can when people buy a product, they can opt in to receive updates in messenger, so then when they ask a question that data is automatically attached to profile. So they can say, I’m looking for an update on X, Y, Z order, or we can say, oh, we can see that you’ve got an order number here, let’s go and get an update on that, or here’s a current status of it, because it’s already synced to that person’s profile. So that’s one of the big things for e-commerce owners.
Dan Pinne:
But one of the other really undervalued parts of the e-commerce journey and is consistently the most profitable piece of message flows, we call them, for e-commerce customers is just giving them a simple 10% discount code directly within the messenger inbox or Instagram inbox, and syncing that with your email system. And it consistently generates thousands and thousands of dollars. And because that syncs directly with Shopify, it will create that code for you in your Shopify system. It’ll track what code they use. It’ll track the data back into ManyChat as well. That is one of the really underutilised parts along with abandoned cart messages as well, which for e-commerce owners out there, that’s really sort of the three big things. Discount codes, abandoned carts, and then post purchase questions are some of the most common things. And a chatbot can really help with those elements of e-commerce businesses.
Kate Toon:
Yeah. It’s funny, because abandoned cart messages are like the popups of the e-commerce world, that they’re annoying. But did you mean to leave this in your cart? Yes! Yes I did.
Dan Pinne:
Yes I did.
Kate Toon:
But they do work, and I think a lot of things I end up buying, it’s pretty much because I just get worn down and I’m just like, all right, I’ll buy it, leave it alone.
Dan Pinne:
Yeah. I mean, if you are a using the chatbot and having that conversation type theme is that you can change that message to be like, we saw that you were browsing this product, is there anything we can help with? Because then they can type an answer directly back to that. And you can answer that question, either human or automatically as well. So it’s a different kind of abandoned cart.
Kate Toon:
It’s not, buy it, it’s like, what was your problem? And that’s great because then you’re identifying pain points, which then you can take that intel and put it back into your product description so the next time someone has that pain point, maybe you can overcome it without them needing the abandoned cart. Same with the customer queries. Every time you get one, making sure that you go back to your FAQs or your delivery page or your returns page, and just add that information in. Not that you’re going to get rid of it, because people will always want to ask questions, but that you make sure you’ve covered everything off.
Dan Pinne:
Yeah.
Kate Toon:
So this all sounds very good in principle, but how does it work in practise? I know that you’ve worked with one of our members, 6Ft6 wines, Belinda, Austins Wine. She’s a member of Digital Masterchefs as well. Can you give us some examples of chatbots that are working really effectively right now?
Dan Pinne:
Yeah, I mean, Belinda and her couple of brands, the brand that really has worked and suits the chatbot is the main direct consumer brand, the 6Ft6 business. And it’s a really interesting case of because of business. It’s a winery, but they have so many different elements to it. So they have an online store where they sell their product, obviously, but a lot of their orders and revenue come from wholesale purchases as well. So they need to run the balance of directing people through to the website, but directing people through the door of all the liquor stores and bottle shops around the country as well. But the 6Ft6 brand itself has a lot of personality and has a lot of engagement and is a good, fun, engaging brand to work with. So, that was one of the first things we started with was just injecting personality into the messages.
Dan Pinne:
There’s nothing worse than having a discussion with a chatbot as a consumer and going through and it just be boring, bland answers. If you want to delight people, give them a little bit of personality and a bit of fun tone. We actually ran a little bit of a poll on there when we were thinking about how we’re going to evoke that personality and what we were going to call their chatbot. And we ran a poll with a bunch of different names and the customers decided that the name of the chatbot was going to be Chardy B. So now we have the chatbot called Chardy B, she’s a little cartoon in there. And so when people come in there, she welcomes the customers and tries to answer their question. And if it doesn’t, then she transfers into the human team. So just that little element of the chatbot has really improved their overall back and forth with customers and the conversations they have in the inbox.
Kate Toon:
That sounds fantastic. I love Chardy B. We’ve talked before about a couple of other brands that are doing a good job, like some larger brands that are doing well. You mentioned Lego before and Sephora.
Dan Pinne:
Yeah. Yeah. If you’re looking at sort of the largest scale brands, you can actually go to messenger and just start to search any types of businesses, but Lego’s sort of been one of the good examples of how they’ve, they’ve obviously got a really strong brand, but they have a bunch of different quizzes to be able to not only have a little bit of fun with the type of Lego that’s the right Lego to you, but also to suggest products as well. You can go through and see where you’re based and what age group you’re looking for and what sort of things you’re interested in. And then get some recommendations and responses from that. I’ve tried it before, as you know, your son and me are quite big Lego fans. I don’t have it in the background here at the moment. So I’ve just moved into a new place, but we do love our little, all our different landmarks, Lego landmarks.
Kate Toon:
We love our Lego. Yep.
Dan Pinne:
So that’s been a really… And that’s sort of something we also integrated with 6Ft6 as well, is having a be bit of a quiz to be… they’ve got a couple of quizzes that are kind of your Buzzfeedy ones, like which wine are you, what type of this are you, but also just some quizzes to get recommendations on what wine is the right wine for you, because they have so many different styles and stuff like that. And matching the wine with, it could just be the food, but also they match it on personality in a bunch of other things as well, so… And then you can get into some other brands. Like Sephora’s sort of been one of the, I think it was in the UK, it was one of the big brands that has now integrated some of the new technology using augmented reality to allow people to go into that messenger experience and then try on the product by using the camera in messenger and in Instagram and try on some of their product in there as well.
Dan Pinne:
So there’s some people that are doing it, just doing amazing stuff in there that’s super advanced. We’re really only just starting to scratch tip of the iceberg from a small business perspective.
Kate Toon:
Fantastic. So, Dan, let’s finish off. We always like to finish off the episode with like one tip, one really actionable thing that someone could do today to help them get started with chatbots. So what would yours be?
Dan Pinne:
One tip would just be at least just to set up an automatic reply to messages of people that come in, just a set their expectations, whether it’s to your website, pointing to people where they need to be, but at least just let me know that my message is being received and will be responded to.
Kate Toon:
Fantastic. So, Dan is going to include links to some free trials that you can get for some different chatbots. I highly recommend you go and check out his website. Dan, what’s your website again?
Dan Pinne:
Chatresponse.com.au.
Kate Toon:
Chatresponse.com.au. Dan is also a member of the Digital Masterchefs, which is opening soon, so you can come and talk to him there. I believe he’s in the I Love SEO group as well, so if you’ve got any questions about chatbots, you can pop them in there. He is more than willing to help. And he breaks it down in such a way that even the most uninitiated person can understand chatbots. I mean, I think the other biggest thing is not to be afraid of them and to not misunderstand the purpose. You start, one of the things I’ve seen you do is start with the absolute basics. And then the work you’ve been doing with 6Ft6, it’s like it’s stellar. It’s amazing. And we have other members of the group, a lady called Janine Leghissa who has a brand called Desiderate, if I’m saying that right. And she’s done competitions and stuff with chatbots that have just gone wild in terms of building leads. So lots of potential, right, Dan?
Dan Pinne:
Yeah. So much potential. Just to start and gradually build for me. Don’t need to cover everything all once. Not even we can do that and we build chatbots. So it is just a gradual process, but get in there and start to play. Now’s the best time to start with the chatbot.
Kate Toon:
Yeah. Fantastic. The one I built on that day, I can’t tell you how much time it has already saved me. And it’s the most basic chatbot that exists, but it’s saved me so much time. So thank you. All right. Thanks Dan.
Dan Pinne:
Pleasure.
Kate Toon:
Okay. So, that’s the end of our episode about chatbots. And if you are interested in getting a little help with your chatbot setup, head over to the Clever Copywriting School shop, you’ll find a link to it in the show notes where you can get a copy of my chatbot copy essentials checklist. It’s a comprehensive six page PDF document that helps you understand the fundamentals of writing chatbots. So they give customers what they need when they need it. Little scripts and tips for how to structure the most basic podcast to get you started. You can use it to write a chatbot for your business or offer it as a service to your copywriting clients if you’re a copywriter. The checklist covers key things to remember when writing a chatbot, how to start and end a chatbot dialogue, different customer journey phases to consider, oodles of examples to model a chatbot on and copywriting tips to give it more personality. Yep. Just head over to clevercopyrightingschool.com/shop or head to the episode notes.
Kate Toon:
So, that’s the end of the episode. We’ve also got a great chatbot demo on by Rhys Smith, who’s another chatbot expert in the Digital Masterchefs training video. Dan is a member of Digital Masterchefs and is going to be running a masterclass soon in our membership, which opens in a couple of weeks when this is recording. So, if it’s not open now, jump on the wait list. Okay. So if you want to join Masterchefs, go and check out the Digital Masterchefs, give it a Google. I don’t usually sell at the end of my podcast, but I’ve been told that I should because people don’t know what I offer. So you can head katetoon.com to join the wait list for the Digital Masterchefs.
Kate Toon:
So now a shout out to one of my lovely listeners, and this time it’s Ros from the Good Life Backyard. And she writes, “thank you for providing such a knowledgeable yet entertaining podcast. I’ve tried to listen to many SEO podcasts, but none have been as engaging and it’s easy to understand as yours, you deliver relevant information and an honest, refreshing, and easy to follow away. I started with newbie. It’s someone very new to SEO, and I’m now listening to the techy episodes.” Oh, I love that progression. Thank you, Ros. If you like the show and you would like to leave a review or a rating, I would really appreciate it. We’ll read your review out at the end of the show. It helps other people find us and gives me a good feeling in my belly. So head to therecipeforseosuccess.com if you want a transcript of this episode and also to get that ManyChat offer. I hope you enjoyed this episode. We’ll be returning to some more SEO content soon. So until then, happy digital marketing, happy SEOing, and I’ll speak to you soon.
