Author: Franz Malten Buemann

  • 6 School Skills To Reapply as a Salesforce Marketer

    Did you ever think you would build a career in marketing technology? Hands up 🙋‍♀️🙋🙌 I definitely didn’t – and I have a feeling that the majority of current marketers hadn’t thought about it either. Perhaps you worked in roles in completely different industries, and/or… Read More

  • 7 Social Media Predictions for 2023 (according to experts)

    If there’s one thing we love to check on at the end and beginning of any year, it’s the trends. Who got what right — or wrong? What did no one see coming? It’s all fascinating to witness.Perhaps antithetical to my love for trend-watching, the biggest lesson I’ve learned from predictions is that no one can tell the future. We can only make observations based on data and the cultural landscape and cross our fingers.Keeping that in mind, we — along with experts — outline what we’ve noticed people are picking up more of in the industry and make observations about what the future might hold for social media in 2023.1. More AI-generated content – and accompanying tools to track itBased on the current trajectory of interest, this is a more obvious prediction, but one that has to be made nonetheless.The end of 2022 was bang-on for AI with the release of OpenAI’s ChatGPT. We, and much of the Internet, were instantly hooked on the tool and its potential applications. We’ve seen it used to manage and write emails, tweets, and, more controversially, to make art.Today I’ll give you a new super power: a gmail AI virtual assistant that summarizes long email threads, suggests replies, adds to your drafts.Automatically, every 30 mins, for free! 🤖It’s powered by a google spreadsheet, so you just copy and run (no sign up). Here’s how 👇 pic.twitter.com/c2vU1SoT2l— Arthur Camara (@arthcmr) January 9, 2023

    We don’t need AI to make art. We need AI to write emails and clean the house and deliver the groceries so humans can make more art.— SJ Sindu 💙 Shakti available for pre-order 💙 (@SJSindu) January 4, 2023

    Mohammed Asaduallah is the CEO of BetterwithBenji a tax software platform for creators. He predicts that social posts will be generated by ChatGPT after being trained with a company’s brand persona. Writer, the AI writing platform, is already pushing a feature that promises to achieve this called CoWrite.Of course, the danger of increased AI use could lead to increasingly mediocre content flooding the Internet. Daniel Sobey-Harker, Head of Community at Windscribe, predicts that companies will mistakenly believe that they can replace writers with AI tools – leading to a deluge of mediocre content that creates an aversion to long-form articles in general.On the flip side, there is a golden opportunity for writers, artists, and creators with a unique voice, style, and perspective to stand out. I personally predict that once the hype passes, human creativity will become more valuable than ever. After all, AI isn’t trained on AI-created content – it’s trained on human content.🔗AI won’t replace humans, but it can support them. Check out our article on the different applications of AI to ease the content creation process.2. Regular people will become creatorsThe era of the rich, aspirational creator is fading quickly, making way for new voices in everyday people. Kasey Bayne, marketing consultant and founder of KBConsulting, predicts more “regular people” getting to share their voice, especially on video. Kasey predicts more people becoming creators on TikTok, not in a way that necessarily becomes their full-time gig, but to share and be rewarded for the content they put out there.I want to add to this that more than ever, people want to see other people’s thoughts on the products and services they’re considering buying. According to Stackla, 79 percent of people say user-generated content highly impacts their purchasing decisions. So user-generated content created by these everyday people will be more valuable than ever.A great existing example of this is Keith Lee, who reviews small, often family-owned restaurants using the same format. His videos have helped small businesses gain new fans and revenue. @keith_lee125 Frankensons Pizzeria Taste test 💕 would you try it ? 💕 #foodcritic ♬ original sound – Keith Lee In the same vein, there will be a push for authenticity with social media marketing, either with content or influencer marketing, as pointed out by Karen Okoro, Head of Digital Media at DG Sentinel. People are beginning to decipher what paid content looks like, so creators will have to push the envelope on how they create.3. Brands will hire social media managers per platformMore brands will realize why their social media team can’t also be their PR team, copywriters, content creators, and everything in between, predicts Kendall Dickieson, social media expert and founder of Flexible Creative.Kendall also predicts that per-platform social managers will become a thing since brands can be more efficient and devote their attention to one platform. Also, with nuances between platforms, social media managers will want to specialize and become experts at one or two platforms instead of spreading their attention to multiple.However, this might be wishful thinking in a time of layoffs that disproportionately affect marketing and other roles that are harder to prove their impact on revenue generation. But there might be a solution that can work for everyone – celebrity social media personalities.4. Celebrity social media personalities will become more commonAdjacent to the idea of per-platform SMMs, brands that have to consolidate budgets will also face a reckoning with the changing requirements of social media managers. According to Hayley Rodgers, social media manager at Paddle, dwindling budgets might lead to more consolidation of the social media manager role and a shift in skills needed to be successful.Video content creators that are great on camera will be sought after to create social-first, video-first content for TikTok and YouTube Shorts. Zaria Parvez, Global Social Media Manager at Duolingo, is a classic example, her work for the company’s social media and especially TikTok, elevated the brand to millions of views per post. @zariaparvez i should be in a meeting rn lol. #Duolingo #americandream #comedy #brandtok #socialmediamanager ♬ American Dream – Pasha Grozdov In an effort to not overwhelm their teams, user-generated content might come into play. There are signs that point to more brands adopting existing creators within their niche to create content for their social media. More than using their product or service and selling their video, these creators are not necessarily highlighting the brand and are more focused on becoming a familiar face and name that consumers can latch on to. @linkedin emailing 101, class is in session #linkedin #corporatehumor #careertok ♬ SALSA JAM NO.1 – Jaycee Mante LinkedIn partners with DeAndre Brown, a comedic creator whose content focuses on Gen-Z in the workplace, helping the brand connect to a new generation. @whowhatwear.uk Ahopping the #januarysales? Well @Andrea is here to help make sure you’re getting a good deal. #christmassale #whattobuy #2023fashiontrends #consciousshopping ♬ original sound – Who What Wear WhoWhatWear partners with Andrea Cheong a creator who focuses on sustainability in fashion. Andrea has a broad knowledge of the fashion industry and focuses on helping consumers make better buying decisions.5. Creators will focus on brand building through owned platforms2022 was the year that really drove home for many creators that they don’t own the platforms they build their following on – and anything can happen to something you don’t own. From “Make Instagram Instagram again,” to the Twitter takeover to TikTok’s will-they-won’t-they with various governments – no platform or creator was safe.Jennifer Reardon, Communications Director at AltExchange predicts that creators will hone in on email marketing and focus more on building their own brand and creating their own businesses than relying on brand partnerships.More than ever, creators will have to figure out how to generate income outside of social media. Some might turn to newsletters, others to courses, and others still to paid communities.🔌Take control of your audience with Start Page by directing people to your owned content.6. More organic and high-quality content to make up for decreased paid social spendPaid ads have been facing a reckoning in the past few years with major ad platforms, Google and Meta, getting fine after fine, restriction after restriction. Users are being given more power over how their data is used, so businesses will have to figure out new ways to reach their audiences.Arielle Sanchez, marketing consultant and owner of Marketing Chica, predicts an increase in higher-quality, targeted content to combat the decrease in cookieless paid social.Corroborating that statement is Duarte Garrido, Global Head of Social Media at Standard Chartered, who says that we will see a resurgence in organic content due to the pivot from the social graph to the interest graph. Basically, instead of a hyper-focus on interest in individuals, audiences will be more interested in overarching ideas and the communities that foster those ideas. No more following a single influencer as a holy grail, but following communities that might have multiple influencers. Companies that create content with audience interests at heart won’t need to resort to paid.An interesting example of this is Bobbie Goods, a small business that makes coloring books. The business’ TikTok attracts thousands of views to cozy and relaxing videos of the founder using her own products or packing orders. @bobbiegoods brrrrrr! ❄️ #cozy #winteraesthetic #christmasgift ♬ White Christmas – The Drifters 7. Unexpected collaborations between brands and creatorsNatalie Sportelli, Head of Content at Thingtesting predicts that we’ll see many more creative and unexpected collaborations between companies, celebs, and influencers.There’s already precedent for this, but as brands try to reach audiences that are important to them but that they haven’t captured, we may see both small and large-scale examples of this. Two collaborations that fall into either category already come to mind:The first is Mr. Beast working with Shopify to go to Antarctica, do a quick ad spot, and name a mountain after the brand – all set to a soundtrack by Hans Zimmer. The video of the expedition reached 73 Million views in two weeks.On a smaller scale is Martha Stewart’s collaboration with water brand Liquid Death. The celebrity chef created a candle in the shape of a severed hand for Halloween. The video has reached a couple million views across the brand’s social media.From stunts to product launches, collabs will create a memorable moment for consumers and help all stakeholders tap into each other’s audiences.Use predictions as a guide, not a certaintyTo reiterate, predictions are merely assumptions about the state of the world after some time has passed based on what’s happening in the present. Avoid the temptation to follow the crowd and take everything on this list with a grain of salt. It’s all important to consider, of course, but it’s more important to have a solid strategy in place, understand your audience, and create content that serves your brand. Do you have any thoughts about what social media could look like this year? Share them with us on our social media @buffer!

  • How Artificial Intelligence is Changing the Contact Center

    Change seems to happen slowly and then all at once. The same holds when considering how artificial intelligence is changing the contact center.  
    You probably know at least a bit about AI and automation. Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. They are also popular advancements in automation that employ varying degrees of AI. Most managers also rely on an analytics package (or several, depending on how integrated your software is) to monitor KPIs. Again: these tools employ automation and at least a bit of artificial intelligence.  
    But suddenly, there’s so much more. As data centers scale up to provide accessible and more affordable computing power, they also usher in a range of new capabilities. All at once, the future is here. 
    But what does this flood of possibilities mean for you? For your agents? And your operation? Here are four main areas where we expect to see advancements in artificial intelligence change – and improve – the contact center. 

    More personalization and better customer experience 
    Improved agent experience 
    Access to next-level analytics 
    Improved contact center operations 

    How to Buy Contact Center Software
    AI is Personalizing the Customer Experience 
    Today’s customers expect personalization. A 2022 Shopify report found that 73 % of customers expect brands to understand their unique needs and expectations. And McKinsey and Company say that 76% of customers feel disappointed when they don’t receive it.  
    Remember, too, that customers love self-service as much as they love personalization. AI-powered chatbots informed with a customer’s purchase history, browsing patterns, and service tickets can go a long way to answering both requirements. IBM says that smart chatbots can answer 80% of customer queries.   
    With an AI boost, predictive call routing can help personalize a customer’s experience by considering the customer’s call history, communication style, and even personality and matching them with an agent best suited to their needs. 
    When customers do connect with an agent, in-call sentiment analysis can decode customers’ emotions and offer in-call prompts, supporting agents, and improving metrics like first call resolution. It also provides a personalized experience to the customer, whose order history, needs, preferences, and even emotions are clearly understood.  
    Tools that personalize CX

    Conversational AI (Chatbots)
    Predictive Call Routing
    Sentiment Analysis

    AI is Improving the Agent Experience and Increasing Agent Efficiency 
    Another place to feel the impact of AI is one of the most important: the agent experience. Contact centers are notoriously challenging places to work. Agent turnover is high, and the jobs are stressful. So it’s excellent news that agents feel overwhelmingly positive about the AI tools available to support them at work.  

    FACT:
    A 2022 study says that call center agents reported a 69% improvement in job satisfaction after using AI tools to support their jobs.

    Tools like interactive voice response already lower stress in the call center. During call spikes, some advanced IVR products like Fonolo’s Voice Call-Backs can allow callers to schedule a call for a quieter time.  
    IVR can:  

    Connect customers to the right agent through call routing. 
    Allow callers to schedule a call-back instead of waiting on hold. 
    Communicate essential updates to customers navigating the system. 

    AI-powered software can also perform sentiment analysis to track your customer’s reactions and emotions in real time during a phone call. For example, a frustrated customer might pause more often, and their tone of voice may go up. AI can pick up on these signals by analyzing the tone and cadence of a phone call. The software offers live agent feedback via pop-up messages so that the agent can respond appropriately to their customer’s needs.  
    Tools that improve agent experience and efficiency 

    IVR
    Sentiment Analysis

    AI is Providing Next-Level Analytics 
    Analytics are the backbone of tracking efficiencies in the contact center. Key performance indicators like first call resolution and average handle time help managers keep track of customer satisfaction and agent performance and engagement. Ultimately, these numbers tell you whether your call center is healthy and on-target to meet your business goals. 
    AI can take your analytics to the next level, or even the level beyond that! The magic comes from machine learning algorithms that sift through millions of data points, spotting trends and monitoring customer sentiment and agent performance. The data offers a much more detailed insight into customer interactions and can dramatically improve CX, agent experience, and customer satisfaction.  
    What does this all really look like? In practice, you’ll probably interact with AI powered analytics as part of your contact center software package. Your analytics software should have pre-built reports that align with your business goals. And agents should have access to real-time performance analytics, too. You’ll need to plan ahead to get the most out of your software. 
    3 Ways to Use Artificial Intelligence in Your Call Center
    Put your data to work 

    Create a vision: Decide what data is important to you and why. You’ll be overwhelmed with too much information if you don’t start with a plan.  
    Choose your software: Make sure your analytics package has the resources you need and an intuitive presentation style that makes sense for you and your team. 
    Prepare your team: Don’t bombard them with irrelevant numbers. Deliver actionable insights in a simple, compelling way.  
    Trust the data: Consider gamifying performance results to reward performance. Offer rewards that matter to your agents and engage your team in pursuing a higher level of achievement.  

    Tools that provide detailed analytics 

    Interactive Dashboards like Fonolo Portal

    AI Makes Call Center Operations More Efficient  
    In addition to improving customer satisfaction rates and first call resolution, IBM says AI tools lower operating costs. By letting smart chatbots respond to 80% of calls, IBM says the per-call cost shrinks by an incredible 80%.  
    A sidebar effect of this increase in efficiency and rapid growth of AI, is that contact centers are even more relevant – and more interesting – to businesses. Call centers are the beating heart of customer interactions, with direct access to customers and (now) millions of data points. These days that means contact centers are viewed with increasing interest in business boardrooms. Some say contact centers are the next big tech frontier!  
     The post How Artificial Intelligence is Changing the Contact Center first appeared on Fonolo.

  • Three more questions

    Pronouncements are more common than ever.

    It might be an insurgent announcing a way to change the government, a CEO with a bold new plan or an entrepreneur seeking funds. Or perhaps it’s a pundit or a critic, hard at work. Pronouncements are bold, definitive and dramatic, but they also seem to defy common sense.

    If you’re actually proposing something thoughtful and practical, perhaps you could answer three questions:

    And then what happens? After we take this action, after you shut down that agency, eliminate that division or launch this new project, what will happen after that?

    How will that work? What are the mechanics involved, the ones that don’t suspend the laws of physics or organizational behavior that will support this new way forward?

    Why? Can you explain, beyond your reality-suspending confidence, why the system will respond to your approach?

    It’s entirely possible that this is precisely the change we need and the change that will work. But when the pronouncer refuses to answer the questions, it should give the rest of us pause.

  • We made an SDR tool. Is it helpful for you guys?

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  • How to Generate Leads

    We have an online business going. We want our business to get more leads to increase our sales. What should we do? submitted by /u/Annie132306 [link] [comments]

  • Why Personalized Marketing Should Be at the Core of Your Strategy

    Marketing is the lifeblood of any organization, but its success is contingent on how well you know your target audience.  When you know your target audience, you not only know where to find them online but how to reach them with your marketing strategy. A more traditional marketing approach is to cast a wide net…
    The post Why Personalized Marketing Should Be at the Core of Your Strategy appeared first on Benchmark Email.

  • 16 of the Worst Writing Mistakes to Avoid in Your Email Campaigns

    Let’s face it. Writing mistakes are the absolute worst, especially when they’re in any sort of marketing material.  When we make simple writing mistakes, especially in our email marketing, they can derail the focus and purpose of your message, impact your reputation with your target audience, and lead to miscommunication. Before hitting that “Send” button,…
    The post 16 of the Worst Writing Mistakes to Avoid in Your Email Campaigns appeared first on Benchmark Email.