Customer Service

Artificial Intelligence And Social Media. How AI Can Improve Your Job Not Steal It.

~ K. Quesenberry ~ 1 Comment

Artificial intelligence (AI) is a buzz word that can be confusing and even scary. Some predict AI robots will replace humans, but in this article I will focus on what AI exists now and how it is helping or could be helping your social media strategy. AI empowered social media can assist in many areas such as content generation and optimization, 24/7 engagement, automated bidding and placement of social ads, enhanced audience targeting, automated analytics, personalization, and social listening.

AI and Big Data

Artificial intelligence is simply computer systems performing tasks that normally require human intelligence. In the world of big data AI comes in handy. Big data is the massive amounts of data so large and complex it can’t be processed with traditional data applications. This consists of structured data organized in databases and spreadsheets and unstructured data in free-form text, images and video in documents, articles and social media. IBM reports 2.5 quintillion bytes of data are created per day and over 80% is unstructured with much of that from social media.

Algorithms

An algorithm is a series of steps performed by a set of rules to perform a function. We’re most familiar with algorithms as the rules that decide what appears in social media feeds. We try to determine social network algorithm signals to increase our organic reach. Alternatives include paying for social ad placement or influencer marketing. AI can improve social ad campaigns and improve influencer marketing. AI in influencer marketing can aid in finding and vetting ideal micro-influencers for brands.

Automation

Automation is software that does things without human intervention. Examples include Amazon tracking shopping history to suggest similar items to automate cross selling. Automated testing pulls data to generate scheduled reports. Automated reminders help employees and customers through alerts and notifications. Drip marketing automates sending a series of communications on a schedule or by consumer trigger actions. Drip marketing has used email for years but also now uses chatbots in Facebook messenger.

Machine Learning

Machine Learning is when computers learn from experience by modifying processes from new input. Machine learning can use algorithms to try random variables learning which work best to achieve a goal such as lowest cost per impression or acquisition. Programmatic advertising uses machine learning and automated bidding and placement for media buying. Deep Learning goes further with data processing on a neural network for faster more complex learning. Pattern recognition is a form of machine learning where a computer can be trained to detect patterns in text or visual data.

Natural Language Processing And Generation

Natural language processing (NLP) finds linguistic patterns to analyze and synthesize speech. This is how Hootsuite Insights determines sentiment of brand social media conversations. It can also help with crisis management. Dataminr uses NLP to monitor real time social conversations for crisis communication and real time marketing. Natural language generation (NLG) takes non-language inputs and generates spoken language. Phrasee uses NLG for AI-powered copywriting creating data-driven, human-sounding brand copy for Facebook and Instagram.

Image Recognition

Image recognition or computer vision is software that can recognize people, animals and other objects. Brandwatch has an image detection and analysis tool that finds images containing a brand to report how, when, and where consumers are seeing it. CrowdRiff uses image recognition to discover user generated images (UGC). They combine this with brand owned images and performance data for content optimization. Pinterest has AI powered visual search called Pinterest Lens. Marketers can purchase search ads to appear in that search and use Shop the Look pins.

Predictive and Prescriptive Analytics

Predictive Analytics helps understand future performance based on current and historical data. Prescriptive analytics helps determine the best solution among various choices. Salesforce’s Einstein uses AI for customer and lead predictions and recommendations. Einstein analyzes sentiment and intent to route social conversations to the right person streamlining workflow. IBM’s Watson uses AI for campaign automation and marketing personalization. Virtual Assistants add human interface to software. Watson Assistant replaces tedious queries and spreadsheets with simple questions such as, “How did social media perform this month?”

Chatbots

Chatbots use AI to simulate human conversation through voice commands or text chats. Chatbots can be used for drip marketing automation, lead nurturing, onboarding, renewals, confirmations, and engagement. AI-empowered chatbots can also help lead customers through the sales funnel (AIDA). For awareness bots can initiate conversation at scale communicating one-to-one with 5 or 500 people. At the interest stage bots provide 24/7 engagement at the moment of interest. In the decision stage bots supply information, answer questions and send content. For the action stage smaller purchases can be completed by the bot or hand off more complex ones to a human.

Social Care

AI-powered support can improve customer service via social media. ManyChat’s Facebook Messenger chatbots give customers convenience and speed. Simple chatbots spot keywords and respond with predetermined answers. AI-powered chatbots use NLP to create conversations like human agents. When problems get too complex chatbots can recognize this and hand off the conversation to a real agent. Some report chatbots could save businesses $11 billion in support costs by 2025.

Social Ad Optimization

Pattern89 uses AI to analyze billions of data points daily to discover what social ad dimensions drive customer behavior. Their AI analyzes every combination of placement, device, interests, age ranges, behaviors, demographics for custom optimization insights. Clinch provides personalized programmatic social media content across the customer journey. AI enables them to generate unlimited personalized ad versions with real-time optimization for text, image and video. Motiva AI works with Oracle’s Elogua marketing platform to scan campaigns and make performance recommendations, optimize time and frequency suggestions, run auto multivariate messaging experiments, and automatically discover new audience segments.

Privacy And Ethics

With the General Data Privacy Regulations (GDPR) in Europe and new U.S. regulations like the California Consumer Privacy Act (CCPA) marketers are concerned about compliance. Charles Taylor argues that AI could help with consumer privacy protection. For example, Anyclip AI identifies video events and actions for contextualized social media ad placement. Using this AI could allow custom targeted messages without accessing third party consumer data. AI could also improve targeting to insure ads don’t appear with objectionable content. AI can also help with issues like cyberbullying. Instagram is using AI to identify negative comments before they’re published asking users, “Are you sure you want to post this?”

For the social media professional AI can help improve your job.

Gartner describes AI as a way to automate manual time-consuming processes to free up time, so marketers can be more strategic and creative. Pattern89 sums up the advantages of AI saying “AI algorithms work quickly and thoroughly, and they understand more data than a human can analyze within a single lifetime.” According to Adobe, the top marketing uses of AI include analysis of data, personalization, optimization and testing, image recognition, automated campaigns, content creation, programmatic advertising, digital asset management, video recognition, creative work, and automated offers.

How are you using AI to improve your social media performance?

No matter how you use AI ensure you Ask The Right Questions To Ensure You Have The Right Strategy, follow Best Practices For Social Media Content To Improve Your Writing And Design, and have a good Social Media Measurement Plan.

Star Bellied Sneeches: Social Media Badges Can Save Companies Billions

~ K. Quesenberry ~ Leave a comment

If you have never read Dr. Seuss’ book, The Sneeches, it is definitely worth your time. In this kids book we get adult insight into human behavior. The Sneeches with stars on their bellies are special you see. They were better than the plain belly sort and had parties and picnics the others were left out. A simple thing such as a star can make such a difference, which brings me to support forums and idea communities. What will people do for a star?

Li & Bernoff’s Groundswell tells us that the average call to a company’s call center costs $6-$7. Technical support calls are $10-$20. Way back in the early 2000’s TiVo noticed a consumer run TiVo Community Forum on the web. With no help from the company over 130,000 TiVo owners were solving each other’s problems. One user named “jsmeeker” had posted 44,000 times in 6 years.

Other company’s like Dell have started their own community support forums. Dell has been more intentional and is reaping the rewards. One user named “Predator” had posted 20,000 times answering tech support questions that were viewed over 2 million times. Considering the cost of call centers, this one customer saved Dell over a billion dollars in support costs. Dell wants to encourage more customers like this and has implemented a reward system so the most active members can earn their stars.

Dell Community Rockstars are nominated for their exceptional technical skills and willingness to help others. They also show leadership in the Dell community. What do they get? A star of course. The fancy star badge below. To be fair they also get some additional privileges and benefits including online and offline events and get to evaluate new products and services before others.

What else will someone do for a star? Help with new product development. Dell has also launched IdeaStorm to leverage the wisdom of the crowd to improve their products and services. IdeaStorm simply collects customer ideas in multiple categories from products to advertising and then the same customers vote on the ideas to help Dell identify the most promising. Since 2006, people have freely submitted over 20,000 ideas and nearly 550 have been implemented. What do they get in return? Points, votes and you guessed it, a star. Dell Rockstar badges also appear in IdeaStorm.

This is all well and good, but you may be saying to yourself, “Dell is a huge, well liked company. Of course, people want to contribute to them.” Don’t forget that Dell has not always been a well liked company. In fact, it used to be referred to as “Dell Hell” and is known for not listening to its customers as called out by Jeff Jarvis in his now famous “Dell sucks” blog post. The support forum and idea community are actually what helped Dell regain its customers.

As customer support moves further away from the phone lines, it’s become easier for frustrated customers to express that frustration publicly on social networks like Twitter and Facebook. As a result, more and more brand customer support forums are popping up. In fact, Forrester research has found a 25% increase in customer service community usage in the past three years. For the brands that embrace this change, customer service can move from cost center to a differentiator.

What can you do? Fire Pole Marketing says launch a brand community and give them something to display. They say, “Provide them with a plaque, certificate or similar item. Simple things like online badges or a certificate work wonders.” I agree and I suggest you use a star.

Can customer support and idea communities be a star in your company?

Airline Industry Has Highest Response Rate On Twitter And Facebook. What About In Winter Storm Pax?

~ K. Quesenberry ~ Leave a comment

According to Socialbakers’ latest rankings, the airline industry has the highest response rate on both Twitter and Facebook responding to 76.4% of all in-bound questions on Facebook and 56.3% on Twitter. This compared to the average response rate of 40.6% on Twitter and 59.4% on Facebook. This sounds great until you need it.

Today I was to fly to Austin for a conference where my colleagues and I were presenting a paper on Facebook research. That was until Winter Storm Pax hit, which the Weather Channel says has “Paralyzed Nation’s Busiest Airports, Snarls Roads and Rail.” By Thursday morning, more than 5,800 domestic and international flights were canceled, according to flight-tracking website FlightAware.com. Trying to call US Airways took about 8 attempts just to be able to get on-hold. Then after being on hold for an hour and 40 minutes, I thought I would try out the great airline social media response rate with the Tweet below.

social media, customer service, airlines, storm, winter, snow, cancel, delay
My airlines social media complaint eight hours ago.

Something we noticed when checking flights at our our airport and the connecting airport what that US Airways was keeping flights going into their hub in Charlotte on schedule, or delayed even while they were canceling in mass the flights out of Charlotte – people’s connecting flights. With turnaround times tight on a normal day, you know those people would not get out.

Why are they flying people to Charlotte only to strand them in the airport? With weather related delays and cancellations, most airlines have policies not to put you up in hotels. Those white rocking chairs in Charlotte are not that comfortable! So here it is 8 hours later and I am still waiting response. I even used their hashtag, so it shouldn’t be hard for them to find me.

Am I being unrealistic in my expectations? According to Social Habit data by reported by Jay Baer, 42% of consumers complaining via social media expect a response within 1 hour and 67% expect a response within 1 day.

Are consumer’s social media customer service expectations too high? Is this simply because US Air and American Airlines are in the middle of merging operations? Will I ever get to Austin?

UPDATE: I never made it to my conference. Fortunately another author on the research made it from England to present. Day 3 and still no response to my Tweet from the airline. It Looks like Winter Storm Pax won.

Walk A Mile In Zappos’ New Media Shoes

~ K. Quesenberry ~ 1 Comment

You can learn a lot from Zappos.com. With over $1 billion in sales, it is one of the Web’s fastest growing shopping sites and has built the majority of its brand equity online. Seventy five percent of their sales come from repeat customers, so they have very high levels of customer loyalty.

How do they do it? Over 80 percent of their customers hear about Zappos.com through either word of mouth or online advertising. Print advertising accounts for only 15 percent of their media spend.

It starts with service through their Website. “Powered by Service” means: free shipping both ways, a 365-day return policy, fast fulfillment, and fast delivery. Zappos promotes its toll-free number visibly on the home page and you can talk to someone 24/7 via phone or live chat. They also use their website for customer testimonials.

Zappos also has the Associates Program, which allows online publishers to add a simple text link to their Website advertising Zappos.com’s shoes. They in turn earn referral fees if the link results in a sale. The current referral fee is 12 percent, and the average associate makes about $12 per order. They can choose one of Zappos.com’s banners and link straight to its homepage, recommend specific shoes and add a search box to their Websites.

Zappos also uses search engine marketing (SEM). They buy both generic keywords, such as “shoes” and brand terms, such as ‘”Clarks” on Google and other search engines. Then they uses Web analytics tools to track the sales from each keyword to look at which ones are the most effective.

For retention programs, Zappos sends out e-mails to customers with information about new styles and new brands. Customers also can sign up for specific, targeted mailing lists, depending on their interests. A customer looking for a specific item that is out of stock can sign up to receive an e-mail once it is available. They also have an e-mail newsletter called Shoe Digest, which lets customers talk about shoes with other Zappos.com customers. The opt-in e-newsletter discusses different topics every time, depending on what readers are interested in.

Zappos.com also has created a corporate blog that gives an insider view to the company’s culture. This helps with search engine optimization and provides another feedback loop from customers and most recently the company has been using Twitter to build brand equity. The company has 408 employees Tweeting at anytime with 5,681 “followers” signed up to read their Twitter updates.

The really amazing thing is that Zappos does not use coupons, promotions or specials. They don’t want customers to buy from them solely on the basis of price.