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Messenger Bots: How To Write Compelling Copy In Your Messenger Bot To Improve Conversions

02:12 – Introduction
07:46 – Messenger Bots Explained
12:58 – Best Messenger Bots Application
15:23 – Starting Point for Application
18:32 – Chat Bot Experience Differences Between Services and E-Commerce
20:59 – Optimizing the Use of Chat Bots
24:00 – How Do Facebook Allow Marketers to Get User’s Email Addresses
25:47 – Split Testing In Emails
27:14 – Best Practice In Using Chat Bots
30:10 – How to Start a Conversation with A Customer

In this episode, I chat to Mary Kathryn Johnson from Messenger Funnels about what kind of businesses should use messenger bots as well as best practice when it comes to using messenger bots in your business.


Messenger Bots - How To Write Compelling Copy In Your Messenger Bot To Improve Conversions in PDF


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Messenger Bots – How To Write Compelling Copy In Your Messenger Bot To Improve Conversions in PDF



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Introduction

Welcome to today’s episode. It’s so lovely to have you here. Can you maybe just sort of give us a bit of information about you and what you do? And and maybe even your background?

Mary: Oh, boy, I’m going to have to keep myself on nice and short. Because I could talk forever (laughs). Ilana, I’m Mary Kathryn Johnson. I’m the CEO and founder of Messenger Funnels. And basically, this, my entire career online, which started in 2003,has culminated in this whole messenger bot world, this chat bot artificial intelligence. Futurist marketing is what I kind of call it, it’sgot grabbed me by the throat, and it will not let go. And it makes sense to me, because I’ve been chasing every marketing squirrel in the world, online since 2003. And it’s just all pinpoint to this, this make sense. And so, I landed in it two years ago, February or January of 2017. And I’m still having a blast.

Ilana: I’m interested, actually, on that in terms of why that grabbed you from the throat and why it resonated with you so much.

Mary: You know, I really do think, because I’m one of those weird people. Let’s see. So, I’m, I kind of straddle both sides of the fence between marketing creative coming up with ideas, being all excited about things and tech. And I love both, I straddle both, I can do both equally, I can get down into the weeds and and do a membership site detail. And I can look strategy and develop business plans and, and strategies and things. And so, I kind of do both of those things. So, when this whole messenger bot came into being when I first saw it, I’d already been trying to do email marketing, and all those kinds of things. And it just didn’t stick. It didn’t feel right, it just nothing ever really blew up for me in email, it just didn’t fulfil any of the promises. And when I saw this, it just, it made sense. It I understood it from a marketing standpoint of sending sequential messages and warming people up. But it spoke in a way that just lights me up. And the reason is mainly because I call it face tweet. It’s like Facebook and Twitter had a baby. That’s that’s basically what this is about. I was not a Facebook gal; I was I am not one of those that post pictures of my kids or what I ate or have these long stories about how I feel are all that that’s just not me. I’m a Twitter gal. And so, I would be on Twitter, and I would do you know, punches, little punches. Here’s what’s going on. Here’s what’s going on be short, blunt to the point. So, when this happened with messenger, it’s like, Yes, I can communicate in a very friendly Facebook kind of way. But Twitter like, that makes sense to me. I love it. And I just I just can’t stop.

Ilana: Yeah, cool. I’m always interested in people’s stories. And I’m sure you’ve got a fascinating story, do you I’m sort of touching a little bit without some going into a whole episode almost, you know, I guess how you landed here.

Mary: Oh, my goodness. So, the word landed here is really where that should start. Because I was in 2001, I was eight months pregnant with my second son. And I was visiting my neighbour. And I walked out her front door and proceeded to fall down three steps of her entrance of her landing. And I landed with two brokenlegs.

Ilana: Oh my god.

Mary: So, I’m eight months pregnant, both legs in casts up to the knee. Baby’s fine, right? I’ve got plenty of padding, okay. And, butI can’t walk, I’ve asked somebody and I have to go through labour, delivery, caring for my newborn, caring for my toddler, and you know, trying to fit a husband in there somewhere and house and all of that with casts up to the knee. And so, I experienced depression for the first time I’ve never, ever experienced and haven’t experienced it sense. But it really was a very hard charging, go getting just do everything myself, it’s very hard for me to ask for help. It was. Not anymore. And this was basically a knock across my head literally to say sit down, shut up, and just see what happens. And finally, when I got the casts off, and the baby was fine, and I was fine. And I got a couple of months out from that. And I looked back. And I really started to laugh because it was really funny. I mean, I didn’t even know whata bedside commode was. And I had one following me around. Because I mean, how often do you have to go to the bathroom when you’re in late term pregnancy? How are you going to get there? Oh, my God, when all you have is a walker. Oh my god. And so, it was really funny in that respect, because my poor husband had to to clean out that bedside commode twice a day for me. But I got on the other side of that. And I looked back and went, Okay, if I can do this, and I can keep my sense of humour intact. I can do anything.

Ilana: Yeah, amazing.

Mary: And I started my first business 18 months later.

Ilana:Yea right! And here you are!

Mary: And here I am.


Messenger Bots Explained

Ilana: So, let’s sort of touch on that. I guess before we kind of getinto the weeds on on messenger bots and kind of what you do. For those people who’ve never really, I guess gauged in the messenger bot. Can you kind of touch on briefly?

Mary: Yes. So, it is basically an automated communication tool forbusinesses to use to communicate with their audience and subscribers. It is a subscription based automated communication. In Facebook right now, there are other chat bots, it’s not just Facebook, you could actually there’s chat bots on on Slack and a bunch of different other places. But the biggest place right now for businesses to use it to communicate with their consumers are the customers is yes, Facebook Messenger. And it’s similar to the reason I talked about emails, because it’s similar to email where people have to subscribe, they have to find your OPT-IN somewhere, and then choose to say, Yes, I want to opt into this. And then you can send them messages to communicate warming them up, take them on an adventure, get them to know like and trust you better. And then obviously, hopefully convert them to a safe membership or whatever webinar attendance, whatever it is you’re talking about. So, in that sense, it’s very similar to email. So that probably makes sense to people to explain it that way. Butit is, that’s where the similarities end. The things you can do with messenger are beyond anything you could ever do an email.

Ilana: Really?

Mary: Yes. So, one of the things is, in email, you typically tell a long story, right? You’re, that’s we were on that path where most people pour their hearts out and have a story and could be 1000 or 2000 words, email. And then typically, they only have one, maybe two links, or two calls to action in that email, you don’t want to confuse people and give them too many options, right. Sothat’s great. And that works with email. But with messenger, this is very much text like. So, there are you can still tell a story. But you’re going to do it as if you’re texting a friend. So, you’re not going to text with a big long story story, and then ask them to click one button at the end. Right? This is a participation. The people in your in your chat bot actually participate in the adventure, they participate in the story by you giving them a littleshort snippet of some, you know, some hook or some engagement of some kind intrigue, you know, getting them involved in it. And then they click a button choosing to continue tohear more from you. And so, they have multiple, multiple buttons,multiple calls to action, that get people to have many “yeses” along in your story micro commitments. And then they finally get to the end whenever that is in the big commitment saying, hey, do you want to visit my webinar? Or do you want to visit my sales page? Or do you want to sign up for my video course or whatever? That’s the big pitch at the end, but all the way through your they’re engaging with your story there again, engaging with your adventure. You can’t do that in email.

Ilana: Right. I would imagine that, you know, we’re marketers were savvy, we know that this is a bot when we start engaging in messenger and all that kind of stuff. But for lots of end users, you know, suddenly you’re in their messenger inbox. You know, have you found that sort of freaks a few people out that? How did you how did this happen?

Mary: Yes. Most of the time, that experience, that response happens when people click on an ad. So lots of people, they lots of marketers are running ads, and they’re running them straight into messenger. And I’ve done that too. And then in the ad, you say, hey, when you click the button, messenger is going to open, I’m going to give you x, y, z, and you know, blah, blah, blah, well, they don’t read that. They just don’t, they’re used to clicking buttons in ADS. And they’re used to a landing page opening up or some other page. So, when they click the button, and all of a sudden you pop up in their messenger, if they haven’t seen it before, they’re usually not happy. Yes. And they look at you like, what are you doing in my messenger, you’re spamming me get out, you know, that kind of thing. So that’s the only time I typically see it is in that and in ads, and all we have to do is tell them I’m sorry, we can’t spam you. you clicked the button, and then you click to get started. And now you’re subscribed. If you’d like, we can unsubscribe, you’ll never hear from us again. But I can’t solicit you, okay, I can’t buy a list, I can’t go out and, and just spam you in messenger, you can’t do that.

The rest of the places, it’s they’re usually outside of ads, like if it’s on your website, or if you’re on a Facebook post, and they comment on it. And you’ve told them, you know, if you’ve connected the comment tool, where if they comment on a post that become a subscriber, that’s not as difficult for people. But as this becomes more mainstream people will be more familiar with it. People who’ve never seen it before really are like, Why? What are you doing? How did you get into my messenger? I don’t get that as much as I got into, say a year ago.


Best Messenger Bots Application

Ilana: Yeah, interesting. What would you say is sort of you think is like the best application of messenger bot for what kind of business I’m sure there’s lots of them? But wherever you said it really just coming to its own.

Mary: If you are, if you have a business that actually has a brand voice, a brand persona, you represent something in your brand, and you want your customers, clients, subscribers audience, to engage with the brand to get on board your message to get on board your cause. That is the business that messenger fits best, because that’s what it does, because of those micro commitmentsbecause of those many yeses. People are fanatical, they are just white hot for brands that they believe in. And that that hasn’t have a cause that they can back. That’s where a chat bot or messenger, that’s where it lives best. That’s where it’s in, in its best component is when you have a brand that has a cause.

Ilana: So, you think like some kind of charity or…?

Mary: Not necessarily. I mean, Nike, Nike has an amazing following, right? They have a great brand; they have very specific followers. You know, what was its North Face, right? I mean, they have a specific brand. And some of the celebrities, you know, KatyPerry, your brand, if you have any kind of if you even if you’re a business, and you have a charity you support or a particular, you know, following or group. I like one of my clients that I always use,because she’s given me permission to talk about her. She has a group called the “Because I Can Clan”. And she sells a course helping people start a and E-Commerce business. But really, that’s not what she sells. She sells the mindset basically says no, you can do this. And that because people can go and rally behind that cause and help lift each other up and give each other the confidence and the mindset shift to actually make a living online and feel good about it and do good things. That because she has built an amazing brand in a in a chat bot.


Starting Point for Application

Ilana: So, let’s let’s sort of delve a bit deeper into that. What What is sort of the starting point of an application for that.

Mary: So there, the chat bots, or at least in many chat and messenger. So, the the specific program that I used to build these, almost exclusively is called “Many Chat”, that’s “M-A-N-Y”. No, I’m not getting affiliate marketing or anything like that. But they in that in many chats, the bot is broken up into typically two sections. The first section is the growth tool, which is the tool that allows you to subscribe. And that’s where people come in. And that’s where they’re just like your email box on your website, right, your email capture box. They have, oh, I don’t even know how many but lots of different ways that you can bring people in from on your website, you can have an actual chat box pop up. And people you can say how can I help you and people can actually engage with that on your website, even though it’s in messenger. Links, you can put links anywhere, you can take a linkand put it in your email and say, Hey, do you want to chat over onmessenger click here, in Instagram on Pinterest, any of those linksanywhere. So that’s how people get in and subscribe. And then once they get into subscribe, you actually create what’s called a sequence of messages. And you can take them on an adventure, once a day, I typically would recommend not doing this more thanthree days in a row. Because people don’t want to be bothered in messenger. It’s not like email, where you can send them an email a day for 100 days. And I have a client who did that, who does that very simple, very successfully. He wanted me to take that those 100 emails and put them in the chat box. I said, nope, nope,not doing it.

So, you can you can send them messages once a day, once every two days, once a week, you can subscribe people to your RSS feed in messenger. So if you have a YouTube channel, you have a blog post, you have a podcast, you can actually put that RSS feed in your bot, and people will be notified through the bot when you’ve published a new episode, or a new video or whatever it might be. So, all of those kinds of communication tools you can use in messenger. And you can specifically take people on an adventure, you know, our relationships start a little cold, we don’t quite know each other very well. We kind of get to know each other have conversations, and then that conversation deepens. That’s what chatbots do very, very well. They start you off with here’s who I am, who are you, you can segment people, you can ask them specific questions and find out what they need. And when they tell you specifically what they need, you have attachedthem to a new sequence specifically talking about that thing. And only give them that until you ask them another question. And then they segment themselves again. Does that make sense?

Ilana: Totally. Yep. Its old school choose your own adventure.

Mary: It is absolutely. And people love that. Because this is how you can actually have more of a human one to one marketing communication in an automated way. Because it is so personalized.


Chat Bot Experience Differences Between Services and E-Commerce

Ilana: Right and I would imagine for, you know, a company which deals with, it provides services, for example, versus an E-Commerce store, it’s a completely different chat bot experience.

Mary: It can be, and it can’t, and maybe not. So, there’s one one of my E-Commerce clients, they have a cause behind them, right. They’re not just one off transactional, okay, when you purchase something from this store, they donate to elliptical or cause and they tell you about it, and they introduce you to the people whoselives they’ve helped change or help who, whose lives, you helped change by purchasing their products. So that E-Commerce store has a great following specifically, because these people want to support that charity. So, they keep coming back to that ecommerce store. And they learn about all those things. So, they’re still selling a product, but they have a cause. Now, that’s an E-Commerce. So now we definitely have services where you can like my services, for example, I sell through a bot, I don’t sell it, but I have applications and information where people can, you know, give me information to see if we’re a fit and see if we can help them. And you can be very specific on what exactly it is they
need and have an actual application or survey in the bot helping them find out really, whether they’re a fit for you or and if they are what types of services you offer that might fit them and then get get them out into the TV conversion to either a calendar page,or a sales page or an actual phone call right then with a sales team or whatever I mean, it really, I haven’t seen the only the only business that I’ve seen that would not be a good fit for a chatbot is a financial services. Actually, it’s a financial news site. And his he’s doing crazy amazing. incredibly well, multimillion-dollar products and services that he sells, but his audience self-described. He describes his audience as male ages 65 to dead.

I’m like, okay, you know, you’re probably right. I don’t think malesage 65 two dead or on Facebook. So yeah, I don’t think that wouldhelp him. (laughs)


Optimizing the Use of Chat Bots

Ilana: What about it connecting it with Instagram? And I mean, I don’t know, sort of less and less. What’s bit controversial statement, but you know, Facebook are kind of losing users a littlebit, and people are really on Instagram and stuff. Can you sort of incorporate it that way?

Mary: Totally. Well, first off, Facebook owns Instagram. So, there’sone thing Yeah, but secondly. So, I’ll say two more things. Numberone, you can put that link anywhere. So on, if you go to my Instagram, you’ll see I have a link tree account. So, I’ve got a cup,several links that you can that you can click in my bio. And one of them specifically talks about a particular lead magnet that I offer in messenger. So, you say that right there. So, they click that link,they go straight into messenger, and they get whatever I’m offering them. So that’s the first thing. The second thing is Facebook. By the end of this year, at least their goal is by the end of this year to open up Facebook, Instagram, and WhatsApp to chatbots.

Ilana: Yep.

Mary: So, it’s all they’re all you’re going to be able to communicate with all your customers or your audience on all three of those platforms. We’re not clear whether it’s going to be one dashboard, three different dashboards, those are the details. But Facebook is going all in, in messaging for businesses.

Ilana: Interesting. The interesting if I guess there’s a way that youcan incorporate your messenger subscriber list with your email marketing list.

Mary: You can definitely so we double. I call it double subscribing.So, we double subscribe people all the time. Here’s a typical example. You’ve been to a webinar and you know that webinars, you have to register for webinars with your email address. So, we start that webinar process on Facebook and messenger. And we give value first and nurture people and ask them hey, you might want to join our free masterclass on XYZ. Would you like to join us? And they say yes or no. So, if they say yes, then we actually have an integration that, that we’ve custom built to allow us to take their email address from Facebook, because Facebook shows us their email address that they use to create their Facebook account. And we already have their name, because Facebook alsogives us their name. And so, we automatically register them for the webinar without them. So, we take away that barrier.

Ilana: Yeah, right.

Mary: Yeah. So, then we automatically register them in whatever platform we’re using. And then at the same time, we take that email address and usually using Zapier but sup there are some native integrations like MailChimp, HubSpot, and I think Convert Kit so far, that automatically, we don’t need Zapier, they will automatically bring in your lists and your campaigns. And you canchoose which list in which campaign to subscribe that person to because they’ve already given you their email address. So now we’ve got them subscribed in both places, email and messenger, and we’ve got them on a webinar. So crazy, amazing things we could do with that.


How Do Facebook Allow Marketers to Get User’s Email Addresses

Ilana: Totally. How have How does Facebook allow you to get theiremail address in order to do that? So, sort of Many Chat?

Mary: Yes. Oh, it’s exactly if you’re many chats. Yeah. So, if you’reusing many chat, you can do it. If you’re using chat fuel, mobile monkey or pesto. Any of the, the messaging platforms where you can build these chat bots. On You first have a bot a text box that basically says, Hey, is that your best email address below and it automatically populates a button with their email address? And most people, the Facebook email address they signed up with is now 10 years old. Yes. So, it’s not the one they typically use. So, what we typically say is, is that your best email address below if so click it, if not type in a better one. And when they type it in or click the button, whichever one is automatically, then subscribe toall those other places. I mentioned the webinar and then your email list.

Ilana: Have you ever had sort of pushback from people, you know, suddenly, now you’re in their inbox? Like people sort of saying, How did I subscribe?

Mary: Nothing. I haven’t because first off, you know, less than 20% of the people typically on our emails, lists are actually even opening our emails. I’m just I’m just communicating with people almost exclusively in messenger.

Ilana: Yeah. Wow. Amazing. And I do know, you can export your messenger subscriber list and upload it to Facebook as a custom audience and all that kind of….

Mary: You can export it and upload it as a custom audience for ads and things like that. You can export it and put it into another bot platform.


Split Testing In Emails

Ilana: What about if you know, lots of people within their email marketing? will split test certain emails? Can you do that kind of stuff as well?

Mary: Oh, my goodness, yes. You can split test. Oh, my goodness,like three or four different sequences of messages. Each of those can obviously we know split testing, you probably only want to change one thing at a time, right? Because otherwise you don’t know what’s working. So, you can split test, different images, different copy, different buttons, any of those things, and you can choose which percentage of people get shown which message. You can do a 50-50, you can do it 70-30, you can try three different ones and do it 30-30-30, you know, it’s all it’s all of that as possible. Not only that, but every single button that they have the opportunity to click, you can tag so that everyone who clickedthat button, you know, is interested in whatever that thing was that that button talked about. And then you can send them targeted messages only to the people who click that button. Or only to the people who didn’t click that button. It’s a segment personalized, split testing. You can do custom rules. It just, it’s it’sincredible. And that’s just only beginning. I mean, this is still a very new technology, and it’s constantly growing and changing.


Best Practice In Using Chat Bots

Ilana: Yeah, amazing. So, I know you’re all about writing good copy for messenger. You know, obviously I’ve dabbled in messenger bots with for some of my own businesses and clients. So, what are some, I guess, best practice you think people should,should use when dabbling with messenger bots?

Mary: Yes, thank you so much for opening that can of worms. I’m so happy (Laughs). Because I see. Yeah, so number one, do not dump a mini email in a messenger bot. What I mean by that is, if you find yourself on your desktop, creating a chat bot, and you find yourself doing paragraph breaks, within that same text block,that’s your number one clue that that is going to be a low converting message.

Ilana: That’s your first warning signs.

Mary: First warning, don’t put paragraphs in there, okay, even if it’s only one sentence, and then you have a line break, you know, a blank line. And then you start the next sentence, even if you’re just doing that. So, remember this, this goes up on people’s phones. And so, when you deliver that message that’s got paragraphs in it, it just, it just goes off of their screen, they can’t read the whole thing. So, they have to scroll up to find the top andthen start reading. And we know what we do when we read emails, we scan, we don’t read, we scan. So now Do you really want to make them scan your messages? NO. You will get very low conversions. So, number one, typically, I keep it 160 characters or less in each text block, then if you don’t have a button or a call to action, right after that 160 characters, you definitely don’t have to, you would put a typing delay in there. And so that basically allows that are those three little dots that make it look like you’re typing. So that’s typing delayed, letting the subscriber know more is coming. Oh, so you 160 characters typing delay. And the typing delay should be when you’re looking at many chats, however many lines of text you have on there, that’s how many seconds of a delay you should have. So, if you’ve got 10 lines of text, that’s too many.

Right? So, I want to keep it five or less, if you can, okay, so 160 characters, typing delay, five or less lines. And then within three at around an average of three text blocks with typing delays between you should have some interaction, you have some kind of button you should have call to action, even if you just say, Do you agree? Yes or no? Right? Something leading so that you’re notjust tell tell tell. You need to ask questions; you need to get them engaged in what you’re saying. And so that’s standard hundred 60 care, typing delay no more than five lines if you can, and then no more than around three text blocks before you actually have an engagement.

Ilana: That’s awesome!

Mary: Yeah!


How to Start a Conversation with A Customer

Ilana: I guess continuing on that as a sort of tell people to avoid. So obviously Big paragraphs is number one, I guess, you know, like if somebody is first engaging with a brand, you know, like, do you choose to sort of tell your story a little bit? Or do you kind of give them what they want? How do you decide that?

Mary: Good question. So that is really going to depend on how they came into your bot. So just like an email, we typically give them something in exchange for subscribing, right. So, if I’m I don’t typically just have a general sequence of Hey, welcome, there is a welcome message. But not a lot of people come in that in my body anyway, or my client’s bots through that welcome message, they don’t just find us on our Facebook page and click send a message. And that’s typically where you can see that welcome message, they come in for a specific thing that we’re offering a lead magnet of some kind. And so, depending on what they came in for, we will obviously want to deliver what we promised. First off and just to give you an idea there, the you can actually deliver PDFs, videos, and audios in the chat bot, as long as they are 25 megabytes or less in size, you don’t really want to get near that 25 megabyte size, because it takes a long time for itto load. So, what you can deliver all those things, as long as they’re less than 25 megabytes in size. And then so we delivered what we promised.

And then we talk about what we promised andtalk about why they’re there and what what other value we can give or expand upon the thing that we just delivered. But it’s all value driven, whatever that is give value. And that is going to get them to know like and trust you faster and deeper than anything else. And then beyond that. The number one No, no, that I would say is trying to sell. I know it’s hard. I know we’re marketers, we want to make money for ourselves and our clients. But this is not a sale, we’re not in a sales page. Okay, we are not trying to sell, sell, sell, we are trying to nurture to help them decide if they wantto sell. And one of the best things I can tell you is to get very comfortable with rejection. So, what I mean by that is invite people to reject you before they get angry, right before they thinkyou’re bugging them. Invite them to say No, thank you. And that’stotally fine. I actually incorporate that into every single bot, not just Hey, you can unsubscribe by typing stop because they can allthey have to do is type the word stop, and the unsubscribe buttoncomes up, which is awesome. But I also tell them along the way, ifI’m asking questions, and I say, you know, hey, do you want to join me on my free masterclass? Or I’m going to show you x y, z? Isay Heck yes. Or Nah, No thanks. I actually give both of those options. And the people who say that, no thanks. I lead them to a message saying okay, no worries, I’ll be back soon with more information and helping you out with XYZ. If you ever want to unsubscribe type stop.

And you make it you can make it fun. I’ve had some things where it’s just so obvious. When I show people the difference in the amount of money they could make if they have their email subscribers in messenger. And it’s usually 10s of thousands of dollars different based on their own information based on their own conversion rates. And so, when I get down to the bottom of showing them all that I’m like, Okay, are you blown away? Or what? And I say Heck, yes. And then they say no, not really. And the people who click No, not really, I come back with – Are you kidding me? You’re the first person in the world ever click that button? You know, I mean, you have fun with it. Because I would rather and then I give them the option to say never mind, I was only kidding, show me the stuff, right? Because you want to give them that those options because in messenger more than anywhere else, the user the subscriber is in the driver’s seat. So, let them drive and choose what they want to do.

Ilana: That’s awesome! I can imagine pick your brain, for a very, very long time. But I’ve also mindful of your time and you’ve beenreally generous where can people find out more information aboutyou and your services and all that you all the wonderful work that you do.

Mary: Thanks, Ilana. You can just go to messengerfunnels.com and it’s messenger, not necessarily just in Facebook Messenger. Obviously, we do chat bots and other places. It’s really the messenger of your brand, the Messenger of your communication. That’s what we’re trying to talk about there. But it’s messengerfunnels.com you can connect with me on Twitter Messenger Funnel, you can connect with me on Facebook Messenger Funnels. You can go to chatbotmom.com that can take you right into the bot and show you what we do. Yeah, so just dive in. And anyone who has any other questions, they can reach out to me anytime and I’d love to, to explain more or help them understand how this thing works.

Ilana: Yeah, that’s awesome. Mary, thank you so much for taking the time out of your day. I’ve certainly have learned a lot and and how I’m going to apply it to my clients and maybe even my own business.

Mary: Better. Yeah. as marketers, we are the worst in marketing or own businesses. Right? (laughs)

Ilana: So, I really like the plumber with leaky pipes, right. Thank you so much. And it’s been lovely to chat to you. And yeah, sure. We’ll be in touch soon.

Mary: We’ll chat soon. Thanks for having me. Appreciate it.

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About Ilana

Hi, I’m Ilana Wechsler, former data analyst, turned Pay Per Click (PPC) marketing expert.

I discovered the world of PPC about 10 years ago when I left the corporate world as a data analyst.

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©Green Arrow Digital | ABN 72141554047 | Terms and Conditions | Privacy Policy Who Designed This Website?

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Privacy Policy

We are committed to protecting your privacy, and this policy explains how we collect and process personal information about you when you use our products and services (our “Services”), or when you otherwise do business or make contact with us by visiting all of the Sites and services owned, hosted, or operated by Altolana Pty Ltd t/a Green Arrow Digital (collectively “we,” “us,” or “our”), including greenarrowdigital.com, greenarrowdigital.com.au, ilanawechsler.com and any other site that we have owned or operated, do own and operate or may own or operate in the future including social media sites (collectively, the “Sites”). Unless we say otherwise, all references to the Sites in this policy include all such Sites.

Should we ask you to provide certain information by which you can be identified when using our websites, then you can be assured that it will only be used in accordance with this privacy statement.

Green Arrow Digital may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 24/05/2018.

What Type Of Information We Collect

We may collect the following information when you register to use our Services, subscribe to our newsletters, respond to a survey or offer, make an enquiry through our websites, or contact us in any other way:

  • Name, email, address, phone number
  • Job title, organisation information
  • Usernames and passwords
  • Billing details (Payment card details are processed and stored via one of our contracted third party service providers. We encrypt your payment card details in your browser and securely transfer this data to our relevant third party payment provider to process a payment.)
  • Transaction data for of products and services you have purchased from us.
  • Demographic information such as postcode, preferences and interests
  • IP address and your use of our websites
  • If you register for a course the information is used to to track your preferences, and to keep you informed about the course and related events
  • Copies of your communications with us

How We Use The Information We Collect

The personal information we collect from you may be used in one or more of the following ways to help us understand your needs and provide you with a better service :

  • To deal with enquiries, requests and technical support (your information helps us respond to your individual needs)
  • To create and administer records about any online account that you register with us
  • To provide you with information and access to resources that you have requested from us
  • To improve our websites (we continually strive to improve our website offerings based on the information and feedback we receive from you)
  • For website and system administration and security
  • For general business purposes, including to improve customer service (to effectively respond to your customer service requests and support needs), to help us improve the content and functionality of our Services, to better understand our users, to protect against wrongdoing, to enforce our Terms of Service, and to generally manage our business
  • To process transactions and to provide Services to our customers and end-users
  • For recruitment purposes, in the event you apply for a job with us
  • To administer contests, promotions, surveys, or other content across our sites
  • To send periodic transactional emails. The email address you provide to process your order and purchase a product will only be used to send you information and updates pertaining to your order. Where it is in accordance with your marketing preferences, we will send occasional marketing emails about our products and services, which you can unsubscribe from at any time using the link provided in the message.

Your Rights With Respect To The Data We Collect

Under the General Data Protection Regulation (GDPR), you have the right to access, rectify, port and erase your data, as well as the right to restrict and object to certain processing of your data. This includes:

  • where you have agreed to direct marketing, the right to object to our processing of your data for that purpose, which you can exercise by using the “unsubscribe” link in such marketing communications; and
  • the right to object to our processing of your data where we are pursuing our legitimate interests or those of a third party which you can exercise by requesting us to delete your details at any time by sending a written request via email to: support@greenarrowdigital.com

You can contact our Data Privacy Officer (DPO) and dedicated compliance team at any time by emailing us at support@greenarrowdigital.com and we’ll be able to assist with your data inquiries, requests and data protection issues.

Controlling Your Personal Information

You may choose to restrict the collection or use of your personal information in the following ways:

  • Whenever you are asked to fill in a form on our websites, look for the box that you can click to indicate your preference regarding receiving further marketing correspondence from us
  • If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by emailing us at support@greenarrowdigital.com
  • We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
  • You may request details of personal information which we hold about you. If you would like a copy of the information held on you please email your request to support@greenarrowdigital.com
  • If you believe that any information we are holding on you is incorrect or incomplete, please email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

Email newsletters:

If you subscribe to receive one or more of our email newsletters, you will need to register an account with us. We provide newsletters to you free of charge.

Our newsletters may contain promotions or advertisements relating to goods or services provided by us and associated third parties. If at any time you wish to unsubscribe from an email newsletter you may do so by following the unsubscribe instructions on the newsletter or by emailing us at support@greenarrowdigital.com.

Cookies:

The website automatically gathers certain information such as IP addresses and the number and frequency of visitors to the website and individual web pages. This is collected using cookies and is used by us for security and monitoring purposes, to manage the website, to track usage, to improve the website and to improve the website services.

Cookies are pieces of information that are stored by the browser on the hard drive of your computer. The website also uses cookies to enable us, and any person who advertises on the website, to provide features such as remembering certain information about you and your preferences so that we and they can deliver targeted material which will be of most interest to you.

Cookies can be deleted from your hard drive or you can configure your web browser so that it rejects cookies. Rejection of cookies will not prevent you from using most of the features on the website. If you experience any problems deleting cookies, you should contact the supplier of your web browser.

Information sharing:

We only ever share your personal information with third parties with your permission.

If any third party organises or manages on our behalf a promotion, competition, survey or poll run through the website in which you wish to participate, we may ask to disclose your information to that third party to enable them to do so. They will be prohibited from using your information for any other purpose unless you have given them specific consent.

Note that if you upload or post any information to a public part of the website, we may use it in accordance with our Terms and it may be viewed and used by others.

Forums and Blogs:

Please be aware that when you post information to any forums, chat rooms, blogs, or message boards on or through the website, that information can be accessed by the public and used to send you unsolicited communications.

Data Retention

Your information is collected and stored on servers on behalf www.greenarrowdigital.com. We may keep your information for a reasonable period for the purposes set out in this Policy.

We may retain your personal information as long as you continue to use the Services, have an account with us, or for as long as is necessary to fulfil the purposes outlined in the policy. You can ask to close your account by contacting us at the details at the bottom of this document, and we will delete your personal information on request.

We may, however, retain personal information for an additional period as is permitted or required under applicable laws, for legal, tax, or regulatory reasons, or for legitimate and lawful business purposes.

Security:

We adopt appropriate security procedures to help prevent unauthorised access to your information. www.greenarrowdigital.com shall not be liable for any attempt to hack or crack or otherwise gain access to any part of this website including any of your information.

Use of details:

In order to make use of some services provided through the website such as the forums, email newsletters, competitions and polls, you will need to register an account with us. When you do so, you will provide us with information about yourself and you will be able to choose to receive our newsletter. You can log in to your account and update your preference at any time in the membership details section of your profile. We will only use your information in accordance with your instructions and as set out in this policy.

By providing us with telephone numbers or an email address, you consent to being contacted by these methods for these purposes. If you do not want to receive marketing information from us, you can notify us as part of the registration process, you can stop receiving this information at any time by following the unsubscribe instructions on the correspondence you receive, by amending your account preferences, or by emailing us at admin@greenarrowdigital.com giving your username and password plus details of the information you no longer wish to receive.

If you wish to take part in any poll or survey run through the website, we will also use your information for the purposes specified in the poll or survey. We may also disclose non-personal, aggregated information we collect through the poll or survey to third parties.

If you wish to take part in any promotion or competition run through the website, we will also use your information for the purposes specified in the promotion or competition, to make sure you are eligible to enter the promotion or competition, to contact you if you have won a prize and for publicity purposes.

Governing Law

This policy and the use of this Site are governed by the laws of Australia exclusively. If a dispute arises under this Policy we agree to first try to resolve it with the help of a mutually agreed-upon mediator in the following location: Sydney, Australia. Any costs and fees other than attorney fees associated with the mediation will be shared equally by each of us.

If it proves impossible to arrive at a mutually satisfactory solution through mediation, we agree to submit the dispute to binding arbitration at the following location: Sydney, Australia. Judgment upon the award rendered by the arbitration may be entered in any court with jurisdiction to do so.

Green Arrow Digital is controlled, operated and administered entirely within Sydney, Australia. This statement and the policies outlined herein are not intended to and do not create any contractual or other legal rights in or on behalf of any party.

The application of the United Nations Convention on Contracts for the International Sale of Goods, as amended, is expressly excluded.

Other sites:

The website contains links to third party websites. We may, on occasion, disclose non-personal aggregated information to the owners or providers of those third party websites.

We link to a wide variety of other websites and we display advertisements from third parties on our website. We are not responsible for the content or privacy policies of these websites or for third party advertisers or for the way in which information about their users is treated. In particular, unless expressly stated, we are not agents for those sites or advertisers nor are we authorised to make representations on their behalf.

Once you have used these links to leave our sites, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Information use:

We may use your information as set out in this privacy policy and in any other manner you expressly consent to us doing so, we may also use your information for any purpose if we are required to do so by any law or other regulatory or government authority, to enforce our terms or to protect the safety of others. In particular, we may collect and use personal information for the purposes of investigating and, if necessary, removing any content about which we receive a complaint.

Policy changes:

By using the website you agree to the terms of this Policy and our Terms. We may amend this Policy and the Terms from time to time. If we do so, we will post an updated version on the website. You will be bound by the new terms upon your continued use of the website.

Altolana Pty Limited trades as Green Arrow Digital

ABN: 72 141 554 047

If you have any questions you may contact us at:

Green Arrow Digital

PO Box 562

Rose Bay

Sydney 2029

Australia

support@greenarrowdigital.com

Terms and Condition

Introduction

Green Arrow Digital regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all Green Arrow Digital users, and conforms to Internet privacy standards. If you have questions or concerns regarding this statement, you should first contact Ilana Wechsler at (02) 8060 7311.

Collection of Information

In order to use the Green Arrow Digital website, we may require information from you in order to provide the best service possible. All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including Email. Any information collected by Green Arrow Digital is collected via correspondence from you or your company. This may be via the telephone, Email, mail, fax or directly through our website.

Use of Collection Information

Any details collected from Green Arrow Digital customers is required in order to provide you with our products and/or services, and a high level of customer service. Correspondence is recorded in order to provide service references, and to assist in our staff development.

Storage of Collected Information

The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.

We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.

If you have any questions about security on our Website, you can email us at ilana@greenarrowdigital.com

Access to Collected Information

If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at ilana@greenarrowdigital.com.

Orders

If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, Email, and postal address) and financial information (such as credit card number, expiration date). We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.

Communications

Green Arrow Digital uses personally identifiable information for essential communications, such as Emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional Emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at ilana@greenarrowdigital.com. You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.

Third Parties

Green Arrow Digital may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service. These third parties are prohibited from using your personally identifiable information for any other purpose. Green Arrow Digital does not share any information with third parties for any unknown or unrelated uses.

Legal

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.

Links

Links on the Green Arrow Digital site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of www.greenarrowdigital.com

Changes to Privacy Policy

If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by Email, or by means of a notice on our homepage.

Green Arrow Digital Security Policy

Green Arrow Digital uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the eWAY gateway are secured payments.

– Payments are fully automated with an immediate response.

– Your complete credit card number cannot be viewed by Green Arrow Digital or any outside party.

– All transactions are performed under 128 Bit SSL Certificate.

– All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.

– eWAY is an authorised third party processor for all the major Australian banks.

– eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Green Arrow Digital

For more information about eWAY and online credit card payments, please visit www.eWAY.com.au

Delivery Policy

After ordering online, you will receive an email confirmation from eWAY containing your order details (if you have provided your email address). We will normally confirm receipt of your order within a few minutes of ordering. We will attempt to send your software/license/access code via email within 2 working days.

If you wish to query a delivery please contact us at ilana@greenarrowdigital.com.

Refund Policy

If for any reason you are not completely satisfied with your purchase we will give you a 7 day money-back guarantee from the time you receive the goods. Please email us at ilana@greenarrowdigital.com within that time if you are not satisfied with your purchase so that we can resolve any problems.

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