Businesses are turning to tools like ManyChat and DM automation to streamline customer interactions and boost conversions more and more.

These tools offer a way to engage with audiences, nurture leads, and even close sales — all without the need for constant manual intervention.

However, as powerful as these tools are, they are not foolproof.

Many businesses make common mistakes when implementing DM automations, which can lead to missed opportunities and frustrated customers.

In this blog post, we'll explore the five most common mistakes people make when using ManyChat and DM automation, and how to avoid them.

Whether you’re just starting out or looking to refine your strategy, this guide will help you get the most out of your automation efforts.

1. Over-Automating the Customer Experience

What is it? One of the biggest mistakes businesses make is over-automating their interactions. While automation is designed to make processes more efficient, relying too heavily on it can make your business seem impersonal and robotic. This is especially true in customer service, where personalised attention is often what sets you apart from competitors.

Why it’s a problem: Customers value human interaction and may feel alienated if they perceive that they are only interacting with bots. Over-automation can lead to miscommunications, unresolved issues, and ultimately, a poor customer experience.

How to avoid it: Strike a balance between automation and human interaction. Use automation for initial contact and basic queries, but ensure that more complex issues are escalated to a human representative. Personalise your automated messages as much as possible, using the customer’s name and referencing past interactions.

2. Ignoring the Importance of Follow-Up

What is it? Another common mistake is setting up an initial automated response but failing to follow up appropriately. Automation can be excellent at initiating conversations, but the value is lost if the customer feels ignored after the first interaction.

Why it’s a problem: Without proper follow-up, leads can go cold, and potential sales can slip through the cracks. Customers might also feel that your business lacks responsiveness, damaging your reputation.

How to avoid it: Create a structured follow-up sequence within your ManyChat flows. This could include reminder messages, additional offers, or simply checking in to see if the customer needs further assistance. Ensure that the timing of these follow-ups feels natural and not overly intrusive.

3. Failing to Segment Your Audience

What is it?Segmentation is the practice of dividing your audience into specific groups based on criteria like behaviour, preferences, or demographics. A mistake many make is sending the same automated messages to everyone, regardless of their individual needs.

Why it’s a problem: A one-size-fits-all approach can lead to lower engagement rates, as customers receive messages that may not be relevant to them. This can result in lost opportunities to connect with your audience in a meaningful way.

How to avoid it: Utilise ManyChat’s segmentation features to tailor your messages to different audience groups. For example, you can segment your audience based on how they interacted with your bot (e.g., clicking a link, requesting information about a product), and then send targeted follow-ups that cater to their specific interests.

4. Not Testing Your Automation Flows

What is it? It’s tempting to set up your automation and leave it to run on autopilot, but neglecting to test your flows thoroughly can lead to significant issues down the line.

Why it’s a problem: Unanticipated errors in your flows can result in poor user experiences, such as broken links, incorrect information, or even loops that trap users in repetitive cycles. This not only frustrates customers but can also harm your brand’s credibility.

How to avoid it: Regularly test your ManyChat flows from the user’s perspective to identify and fix any issues. Run through different scenarios to see how the bot responds, and make sure all paths lead to the correct outcomes. Additionally, monitor your analytics to spot any unexpected drops in engagement, which could indicate problems with your automation.

5. Underestimating the Power of Analytics

What is it? Many businesses overlook the data that ManyChat and similar tools can provide. By ignoring analytics, you miss out on valuable insights into your customers’ behavior and the effectiveness of your automation strategies.

Why it’s a problem: Without analysing the data, you’re essentially flying blind. You won’t know which parts of your automation are working well and which need improvement. This can lead to ineffective strategies that don’t yield the desired results.

How to avoid it: Make it a habit to regularly review your ManyChat analytics. Pay attention to metrics like open rates, click-through rates, and conversion rates. Use this data to tweak your flows, improve your messaging, and ultimately, enhance the overall customer experience. Also, consider A/B testing different messages or sequences to see what resonates best with your audience.

ManyChat and DM automation are powerful tools that can transform how you interact with your customers and drive your business forward.

However, avoiding common mistakes is crucial to making the most out of these tools. By not over-automating, ensuring follow-ups, segmenting your audience, testing your flows, and leveraging analytics, you can create a streamlined, effective automation strategy that enhances customer satisfaction and boosts your bottom line.

If you’re ready to take your business to the next level with smart automation strategies, start by avoiding these pitfalls and optimising your approach. Your customers, and your business, will thank you.

Take a look HERE to find out more about the upcoming Manychat / DM Automation course coming out in September 2024.