Setting up Business Virtual Assistance with Smooch.io | Philip 'dm' Campbell | Skillshare

Setting up Business Virtual Assistance with Smooch.io

Philip 'dm' Campbell, Decentralised Your Life

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8 Lessons (16m)
    • 1. 1.0 - introduction to smooch io

      0:43
    • 2. 1.1 - screencast of the smooch.io

      6:46
    • 3. 1.2 - the power of chat in the upsell

      1:49
    • 4. 1.3 - whispers can be really powerful

      2:35
    • 5. 1.4 - your bot future is secure with smooch

      1:58
    • 6. 1.5 - take part in the project

      0:12
    • 7. 1.6 - the roundup

      1:39
    • 8. 1.7 - share, retweet and go premium

      0:12

About This Class

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welcome to the course.

i hope your really going to enjoy this one.

smooch.io is just one of many platforms that do this particular task. i like this one thou because of the feature set, ui, ease of use and general good feeling i have for the product based on the documentation and examples given. i think this is going to be awesome for your business.

imagine being able to handle support on the platforms your current clients and prospective clients ARE already, that's right places like facebook, viber, wechat, line, telegram, ios, android and your website.

then imagine bringing all those people into the channels you work in including things like slack! :)

on top of that it has some amazing features that just make the sale and support process amazing for the potential or existing client.. .

we will look at in this course. . 

  • that awesome cross channel messaging
  • take a walk around the admin explaining the features
  • look at the powerful action button for use in chat
  • power of whispers and how it could maybe improve retention
  • future proofing - bot taking care of comms 24/7

i think your really going to enjoy this one! (but i would say that right? i made it!)

Transcripts

1. 1.0 - introduction to smooch io: Welcome back. Today we are going to be looking at smooch, don't I? Oh, we take a look at the features often amazing Web service to build smart chat on belling communication with AC clients or our potential clients. We take a walk around the platform with screen cast as the first section. Then I'll be looking at the powerful action button inside of smooched I o looking at the power of whisp spurs and how it can improve retention off your existing clients on the new clients coming in straight from chap to sail. And then finally the future making your baht take care off some of the work. 24 7 If you're looking at improving your chat in your sales in 2017 definitely take a look at smooch. 2. 1.1 - screencast of the smooch.io: Good morning. I'm excited to share this website with you today about my coffee Gonna crack off recording some courses today. This is smooch dot io is gonna be a big part off my messaging on promotion off my courses on projects, everything that I'm gonna be doing in 2017 where I need to do some kind of messaging across different platforms as it states on the front of the site Multi channel messaging made simple. We use slack, which is here on the right hand side, which is a platform for aggregating lots of people together like a chat room like Internet Relay chat, IRC, if you know of that and then on the left hand side might be more common ones that, you know, like Facebook Messenger SMS obviously telegram IOS, android, text messaging Viber we chat lots of different chat platform. Your potential clients are probably using one off those platforms in some way. So how do we get them from the left hand side through the smooch system into the right hand side, which is at Salesforce Chat systems are hope spot as slack. Now this is where smooch comes in. So we're not just messaging between messaging channels and business services. What we're doing, we're actually curating that journey, that sales journey potentially from chat stage all the way through to finding the right person in the business to tell them about the product to send them the u R L to give them links. I'm just want to show you through some of the sections of smooch to get your acclimatized to it. I will be using this a lot in 2017 integrating it into the social platforms that we exist in or build on top of those push those into our channels that we spend most of us time as creatives working on a day to day basis. I have a slack channel on dime based here in the UK, and my partner is based over in New York, and so we talk every day within that child about jobs that come in from work. She might help me with. Graphics, might help with video, and that's kind of how we work. But what we want to do is open up all of our projects, all of our websites, that people can actually interface withers and get those services that they want in starting off from a chap manner through to the right, push through to the right person and gradually scale the team like that. So let's have a quick look through the system here. You'll see I've got on the left hand side or my different websites. I've got attached to this. Each one of these can have a sort of live chats, a bit like this one in the right and corner. Now people can send a message on the on the website and they could get straight into somebody in a slack channel. So it's directly linked to the slash and you can see on here on Devo T we've got office hours set. So certain time period that we're going to be around and then slack brings all the communications from the website into a slap channel. And if we need to push them a message with a payment thing in there, we've also got striped there. And also Web Messenger. The Web messenger is what we bolt on as embed code onto our website. Just gonna quickly go through the integrations and what you can have. They've laid it out very interestingly, like on apple store almost for integrations because they're gonna go after all of the different platforms where the people are. So you've got Facebook messenger for business, a rich messaging platform used by 1,000,000,000 people. So you'd be stupid not to use the Facebook component if we scroll down. This is what they support right now. They support messenger Web message, which is the embed on the site. Like I said, IOS Sophie developing an app You can actually Baltin smooch into the app so you could have a bottom for help desk, for instance, and that would connect that person on your app. That dedicated channel, if you like of that person to your slack channel, you can talk to him and help him out there also supported his Viber. We chat and a whole bunch more actually, and they're connected to business systems, so we have slack, but you could use zendesk tip chat. Help Scout was also a bunch of developer tools and most interestingly, and I think this is huge for ah one man band wanting to scale up to deal with, say, 100 orders at a time. You can add on and build bots with this as well. So let me jump over to the whispers sections. You got four sections of top, very simple toe work around. I'm mentioning this after the screen cast in one of the slides, but I'm just gonna quickly show you it here. Got a little drop down here. This is really kind of a basic baht, if you like, because it's just a manual thing. You can create whispers which welcome new users re engage users that have been on the platform before an announcement. Maybe you're pushing a new version of software asking for on operating on announcement, Maybe your announcing a new version of a software. Ask for a operating on auto response, and I'll quickly show you one of these welcome new users. This is kind of what it looks like. You can choose your audience, so if they've signed up, what channel there in last? When you last seen them last week or 24 hours ago, I went to this percent. As soon as they use. The old user fits the audience, so that's quite interesting. You could have somebody who's just signed up, and then 10 days later we send them a message again A notification saying, Hey, you know, you haven't been in the app. We've got these new things, etcetera, etcetera So you can see here is kind of like a macro formatted guide here for talking to that perspective person. And you can do things like adding various actions could put a bullet in there Onda your l two a link or to an APP store. And I can even request the payment, which comes up with a button in the chat and they go through and pay vice strike Very, very, very powerful. Now imagine a scenario where you've got people signed up to a newsletter list. You're asking them to download your app. You have these various macro set up it kind of like having an additional help s support person in there instead of you chasing after the audience. You can carry on doing what you're doing and get people to be emailing you in contacting you into your slap channel, have somebody else maybe hired as an intern toe Watch that General, they can message you and say, Hey, I've got this interesting party interested in this. They want to sign up to the course of one owner. If it can do X, Y and Z, it's a really nice way of curating that potential buying audience. Another thing I want to show you is the billing, so up to 2.5 1000 messages is absolutely free. You may think this is quite expensive. First start up, it's $99 a month. But if you're pushing over 2.5 1000 messages a month, I'm kind of hoping that you're already making some money. Some incomes and revenue enoughto warrant having this. I wanted to also quickly show you the documentation. The documentation is fantastic. Across platform from IOS Android Wear different languages, Object C and Swift. And then this action button. I just really wanted to show you this because I think this is an imp for a bit to show you . You can have linked buttons like I said earlier on the buy buttons, replied post back buttons. But if I just show you what it looks like, imagine a situation where you need a somebody to train your cat or your dog, and so somebody goes into your website and you or a trainer of some sort my cat is always sitting on stone, catching on fire and then set in. They're sending a picture. What it can do. We can hook you up with a cat whisperer and then you can see here what he's done. What they've done is they've got an appointment date tap here to book it. So when they click on that, it will go through to a calendar or to a stripe. Andi, take the payment and put them into a calendar so you can see how this could be used with bots. Toe automate a lot off those regular questions that you get asked via chat and then stop building up almost like a frequently asked questions off queries coming in. So it kind of helps with that helped us, and you could use this in different ways. I intel to use this for my courses, course promotion and also my projects updating people as I'm getting further on my projects to go and check that out. It's smooched up. I hope you enjoy the rest of this course. Just wanted to give you a quick walk around is what I'm gonna be using massively in 2017 3. 1.2 - the power of chat in the upsell: Okay, So you enjoy that screen cast, give you a bit of an overview about how smooch works. One of the great things that stood out for me was the in line buying feature. The ability to bring somebody in from Facebook messenger, Have a chat with them, send them a link directly inside of messenger to booking that on a calendar and even taking payment inside the clients. So they have this super smooth experience that they don't get transport to anywhere else. They get the request taken. Care off right there inside of the chap Manager smooch Plug ins into stripe. A trusted in very reliable payment gateway so you can take the payment straight away. Once have actually paid the first time, all they have to do is paid by putting their finger on the fingerprint scanner it to be able to validate the payment once you've got them on board as a client's future payments import spies even so much easier because people can just get in touch for you. Can you take care of this? Yes. I'll take care of its gonna be this amount of money. You send a certain piece of text a piece of code, which enables that button to pop up, asking for a certain amount of money. They put their finger on the fingerprint scanner and it's paid. It's done and they haven't had to go. Anywhere else had to load. Another app will be transported anywhere else is all inside the same place. You can create link button so you can send somebody to a Web page or even get them to ring you a male to link or a deep Lincoln. You can automate a lot of this stuff as well, replied. Buttons are very powerful, and you should really invest some time here. I think you could automated a lot of the potential sales calls thesis a port calls that you get. Does this do this? And can I get this? Can I get these two packages at this price? Do you do any discounts? Be enough to do that all in line on onboard somebody in the environment. They're used to, I think is powerful for no only acquisition of new clients but also on boarding to your platform. Remember, you can feed all the chap comes into the platforms you use like Facebook Messenger or even slack 4. 1.3 - whispers can be really powerful: so whispers, then whispers are pre made templates that you add certain conditions to so you can build on built in properties like when they signed up when they were last seen using the platform be on IOS or on another messaging platform, the APP version that they're on. You can tell them that there's a new version off the app. Maybe you need toe up, grade them to the latest version for new features and send them a action based on the current you are else. And maybe they're on your e commerce site on your T shirt site. They're on a certain page on they open the chance toe, ask you a question if they can get it in blue or extra large. Or do you have any of these in stock? Because on the website shows this and you can get into a conversation and totally understand where they are or create a whisper based on that, you Earl reacts in a certain way. Maybe it just puts up the button, says you can buy here, or we have these other shirts or this is our best selling shit. At the moment, you can create custom whispers to suit. You can build on top of that with actions and even ask for payments. Power of this is that almost creates a additional person on your team. Almost like you have somebody in sales, you can re engage users create announcements. As for a nap rating, auto responses or even make custom one, I think this is really good. If somebody has tried the APP, install the application. Had a dig around, you can re engage those users after, say, seven days, almost treat this like a convert kit. But for your on boarding, your sales off your apple, your your website e commerce site, or even for selling your courses if you get a dedicated application built, shows all your video courses. You can re engage those users after, say, three or seven or 10 days very similar to sending out a bunch of time to email responses, asking people for operating, creating announcements when new features or new courses have been added, and put in auto responses in there. When they do certain actions, when they take certain courses so basic as fixed parameters, but with more development, you can use this with box. So what I was trying to get across with whispers is this is a very manual settle routine, linear way off doom responses based on certain actions, and they're very fixed because of that. Smooch offers support with bots a lot of the artificial learning, common questions that people are asking and training your bots to deal with those in a certain way giving them options, given the options to your potential client before it gets pushed back to you in your slack channel. So doing a lot of the heavy lifting, minimizing the amount of time you're spending in support and chat. But you can imagine that over time automating some of this sales and on boarding process using bots and ai you comtech familiar questions and start serving up the prerequisite items that those clients those potential clients are looking for. 5. 1.4 - your bot future is secure with smooch: so smooch is already ready for motion. Ai in it dot ai Mayor Converse ai and a lot mawr Conversational natural language processing for context and follow on questions. It's like having a massive sales team when there's only one or two of you running the business. Imagine being in this situation as a digital nomad that moves from place to place, records a course from different places, pushes this out, puts on to the website and has this smooch. Io bolted onto your website as a Web messenger but also have an AI a body behind it. When people ask, Can I get this in this color? Can I get this in? Can I take these two courses for this amount of money you can start to build or a intelligence system? Almost have conversations with these remote clients and push them in the right direction. If they're not happy with the responses of the baht, then get dropped into your slack or your hip chattel your CRM back ends. You've taken a few of the steps out of the process and automated almost some of the on boarding, using bots for regular and common questions and building pathways for regular queries to sales on payments to really progressing people through the on boarding process. Somebody goes to a page on your site with a course. They want to know if they can pay in Bitcoin building a common questions and pathway for the responses for that so it has a natural process. I'll just check that for you are gonna have a look. Yes, we have this. Here's a link for that page. Go to that page. This is how you transfer the money. So saving you time and support to get that potential client to sign up. Be a company of to you and a developer and a box team of hundreds answering multiple requests over time. I can definitely see something like this for a arbitrage site where people are asking lots of questions about different products. Come to get in certain colors certain sizes. Bean elf to deal with hundreds of people, hundreds of chat responses at a time before they actually get dropped to you in a slack channel. If the body doesn't understand or doesn't have any more responses to give to the client, I think it's hugely powerful in creating more profit for yourself. In 2017 6. 1.5 - take part in the project: So five step project and go to your project in the bar below Pond Awesome Project Title In the project Works based. Be creative. Include pictures on the steps you took. Pick a sweet cover image, Nomad Doc Pictures and you're done. 7. 1.6 - the roundup: all right, the round up, then I hope you enjoy that quick overview course about smooched a Iot and its features. It's a really, really powerful way of herding together. All of those messenger platform is people are going to be trying to talk to you from Twitter, from Facebook from all of these different platforms. It's not supported on Twitter right now, but who knows? It might be in the future. But being out aggregate all of those different people from those platforms in the native environment, there in a lot of people still see the Internet as just Facebook. Being out to take them from Facebook messenger transparently into your slack. Deal with the problem, send them a link back to a page or a sign up, or even a payment field. That whole kind of walk through feels very personable and also once have signed up. Like it said. For the first time, all it takes is a click on the fingerprint scanner, and you get them in that imports by section. So if it's for your courses off your training or buying a T shirt on an e commerce site, being in the space where they're present just reinforces that social that that chap connection. I believe chat is gonna be absolutely massive moving forward, especially box bolted in a great way to up sell in that chap phase that on boarding face by having the links direct pay for the product on walk people through, Actually give them responses that feel very personable, very oneto. One. When you open up a charge on Facebook and talk to somebody, you feel like you talking to that person at the other end, not been transported to another site, having everything you need having an answer to your response right there in the chat box. Very, very powerful. Please review this and share and go premium. If you can afford, it's only 99 cents for three months, 90 days access to my premium content on all of the premium instructors on skill share. And there's some incredible quality content on here for you to walk through in a very organized way. I will catch up with you soon. Tech cat bite 8. 1.7 - share, retweet and go premium: while I have you enjoyed the course, Please share and review the course. It really does. Help me out. Click on the triple dot button. Leave a review shared with Twitter and Facebook. I'll catch up with you.