Enhancing Course & Membership Engagement With Chatbots 🤖👥 - Jonas Goldt

00:00 Welcome to my master class about enhancing course and membership engagement with chat bots. Did you know that the average online course completion rate is only about 15 % and only 32 % of membership members actually actively engage in your membership or with your content? Today we'll talk about how you can integrate chatbots in your membership or in your online courses to increase retention, to lower churn, to increase engagement, and even to make some sales. 

00:42 Hi, I'm Jonas Jonas Goat. I'm a chatbot coach or also a chatbot panel expert for coaches and course creators, helping them in my membership chat book club and also via chat bot VIP days. And I'm actually a psychologist. I specialized in organizational and industrial psychology and even specialized a bit more narrowed down in human computer interaction so I'm coming full circle now with dealing with chat bots and I'm on my entrepreneurial journey since two, 2015 which is by date now 10, almost 10 years. And there's a lot of things to do but yeah, and I'm in my, I'm in the online coaching space I think for the last five years, five six years now and check boards about four years. 

01:37 And yeah, and it's actually some of my clients even call me check board coach that's why I decided now to use the word check board coach in my marketing campaigns. And yeah, let me introduce you to my concept of the community concierge bot, which is basically basically a chat bot for communities, for online communities that you can use for free communities like for your Facebook group, for your school communities, for your memberships, for your coaching programs, for your online courses that have a life component. 

02:20 But you can basically also use this concept for for Evergreen courses. And it's basically about using a chat bot that. 

02:38 That you ask your members or your on a course students to to use that you give them, for example, a, a specific link to the chatbot and then tell them, please do that before you start with the course, before you start the memberships. And then given how you actually how you like, what's the given the system behind the chatbot, It then depends on what they're going to expect or what they're going to do in the with the chatbot. One thing, for example, is to let them opt in to receive notifications with the chatbots. Another idea is to to let them do onboarding steps. And for example, what we did here, it was from one of my clients is that the chatbot welcomes the member with welcome to the concierge. 

03:4 But we're so excited to, to that he joined us. Let's let's get you on boarded and then we have like several on boarding steps here and why I always love to use chat boards with a lot of things and, and I still think that people are missing out on them is that it's one of the only tools out there, marketing tools out that is First off, super flexible, but then also given its nature, given its interactive nature and its conversational nature, you can then receive feedback like this, for example. This is great. I just tried it out. Nice to have it go through the steps of onboarding oh, this is so cool i love it. 

04:33 I send it and it's amazing it's really nice and organized so people like really like these to use these kind of things if done well, of course. And it's also great then to to see that the engagement rates inside of the chat bot are super high for example, you see that over 90 % actually clicked on get update to get subscription reminders sent by the chat bots by messenger. We just look like it's super high, let's say conversion rate to get people do something in a chat bot and now we have them on our subscription list but what would that in a bit? And as I said, like chat bots are super flexible and you can do a concierge headboard in a very simple version or you can do them super advanced with multiple steps and multiple sub things and whatever. 

05:38 And for example, a simple way would be to use a so-called ref URL, which is short for referral URL, which is basically like a URL that's among clicks that gets that that that you send them to your failure Messenger and let them subscribe to the community subscription list inside of Messenger so it's only for people inside of the community for the membership or for the free course, for example, that get on this subscription list in Messenger and then you're able to send them broadcasts afterwards, like Messenger broadcasts then and advanced version could be also like graphical L that you then let them subscribe to the community there's that you have like more onboarding steps that you have like a maybe an upsell that you even have like an A menu inside of the chat board that is only for for members. 

06:44 And then you can send to the broadcast, for example. And I'm going to show you some of the examples in the next slides. Yeah, let's talk about the cheaper subscription list this this something you can do using Messenger. So Messenger you can grow so-called subscription lists and these then allow you to send the subscribers broadcast this broadcast can be live or or spontaneous because these can and it also can be pre programmed can also be automated and these constitutionalists allow you to send DMS inside of messenger outside of the of Facebook's of made Meta's 24 hour window. 

07:41 Maybe you heard of it that Facebook only allows you to send DMS be it manual DMS or automated DMS within a time frame of 24 hours of the last interaction. But when people subscribe to the messenger subscription list, then you're allowed to send them messages outside of this window. But these messages have to be concerning a specific topic for example, what we here do, what we do here for the members, it's it's like a members subscription list so these subscription lists, which is kind of similar to a email new stylist, but it's about a specific topic so it works your community updates, for example, or you could also call them your community member news and reminders. 

08:39 So this is like a specific list is only for your, for your community or for your free courses or for, for, for your memberships. And you are only allowed to send people to send you subscribers, DMS or automated messages, broadcasts about this topic, about your community, about that, about. 

09:05 Yeah, the content, about your courses, etcetera. So you're not not allowed to send them something else like totally unrelated, sending them any campaigns that are not related to that. Of course you can send them like a broadcast, for example. And then hey, for example, like shepherd tub members, hey, shepherd tub members, just thinking of you. I just just released this new course and I think it could be valuable for you if you're interested in it, please check it out here or are you interested in checking out here then let let's let them click on yes, for example. And then maybe you can send them also to something that is related but not not directly related to the content. 

09:53 Otherwise what I do for example is that I send them broadcasts about reminders about my live sessions. So like they are like I have, for example, 2 live sessions a month and one hour before the live session, my subscribers like when my members receive like a message inside of Messenger that we're live. And then they also receive a button where they can Click to the loom room, Loom room, Zoom room i meant of course. And yeah, this is like how it looks like this is like the one of the community broadcasts. 

10:38 This is like 1-1 broadcast from one of my clients. Hi, it's Q and A time. Join us in under one hour for our weekly live Q and A and then watch live or what should we play really this, this kind of depends on how you set up all your core processors and how you like life calls are like if you have like a replay where you host replays and so then this depends on if you offer that or not. And what's also we what we created for her as well for my client is that people can also click on stop, stop call reminders, which I myself and my membership don't have. 

11:20 They can just unsubscribe on the bot directly. But tiers like they can unsubscribe for specifically getting reminders of about live sessions. But I still subscribe to the chat board and still then receive spontaneous. Maybe, for example, what you can put what you can tell people is a weekly or monthly digest about the membership or maybe have like a new something that's new that you create a new new training inside of your membership. There's also something you can send out via via the messenger. 

12:00 And why why not only use email this because of the high open rate and click click rate as well. While usually emails you send to your members, I usually have like higher open rates than than like typical usages. It's still not as high As for example here, 80 % of the people then opened the message and then 70 % clicked one of the buttons here. So yeah, that's so highly engaging and it's also, you then have people like, for example, not everyone has their email tool like on the phones, but everyone has messenger on, on the phones. 

12:43 And then so they receive the message and then they can maybe if it's like a live call, for example, they, they see, ah, yeah, today's live call cool they can just, can just click and then I'll follow the live call on Zoom. What they didn't know that that they're going to turn on the their computer and then and then watch the live call then or click the replay afterwards. 

13:10 Yeah, I told you about the refuel. And this is for example, like one how refuel can look like. So it's a longer I should have, 

13:21 I should have hidden this here. And so it's like basically your messenger link and then there's like this ref equalled and then there's for example, a membership board that's like you can name this however you want. And there's like a link you can then, for example, send inside of your email welcome sequence you can have it inside of your in if you have a membership or if you're not in court and then maybe one of the onboarding steps inside of the courses or membership is subscribe to our chat bot. 

13:59 You can, yeah so that that's, that's basically it. And you can also like whenever you send an email for example, like later on, you can always have the subscription to the chat bot SAPS, for example, don't always to, to tell them, hey, if you want to get your reminders or messenger when, when we're live or when we have something, something new, then subscribe to our chat bot and then be letting you. So that's yeah, so that you can use this link wherever you put the link. And then it's a bit easy people just click on it and then they can opt into the chat bot and then follow the chat bot process, whatever, however you design it, if it's just maybe it's maybe it's just like the subscribing to the member notifications or if it's like maybe more like a profound process. 

14:53 And yeah. And what mike one of my clients did is that they used a Facebook group for one of her for one of their memberships and and then they added the, the link to the chat board in the questions when people click on join the Facebook group. So usually it's like they get invited to join the Facebook group because they are part of the the membership. And then there's like pop up with where you can ask questions, for example, like like what what does like I think this is like the question where they ask like what, what, which, which email did you subscribe to what did you join our membership? And then there's a question, if you haven't yet, please go through our onboarding with our members only because dashboards and then there's like the link and then they can say that they've done it or that they commit to doing it later. 

15:56 There's also a way what I did in my in my own membership is for example, there's like one of the onboarding steps so though there's like in my current platform, I'm currently changing my platform. There's like this step of subscribe to our chat bots club chat bots. And then here's the link to subscribe to our where we go on chat bots so we have to the click link this like this is linked with the ref refuel to the chat bot and then you can go down it. 

16:25 So there's like ways to make sure that's everyone who wants to join the chat board, wants to interact the chat board and wants to receive the messages We DO person knows about it. That's about that. There there are. There will always be some people who don't want to use chat board or who don't use messenger. You can always you can also by the way send set, set this up with WhatsApp for example or Telegram. Both have also broadcast options. And another way is also to let people then opt in to SNS and then you can send them SNS for example, you send SNS for the nice session reminders. 

17:12 These are like several ways and several other channels. 

17:17 How you can then integrate such a such a concession check bot. 

17:27 Yeah, so different add on possibilities that we told you about about it. You can have it like as simple as as let people subscribe to the members only or student only description list, which funny enough, I only have in my in my membership. So, so like the clients I showed you before, like they all have to go way way, way more complex and fenced your because you're cheaper than I have on my own. But also this really also depends on what are you, what your needs are, what you want, want, want the setboards to be in your whole process. Maybe you only want. 

18:14 Them to subscribe to the notifications, then that's maybe enough. And maybe you really want to onboarding a chat bot or have like a more complex system because like we have like several things that people can, can, can do, can, can do your membership and then maybe it makes sense to create a more complex version of it. But sometimes it's I always say it's it's often better to just start with a simple version of the the thing that you have in mind. And then you can always elaborate or you're going to go go full in. 

18:51 Also depends on your resources of course they can use it for for CS app sales going to show it to you one of the next slides. You can also activate a member only easy access menu so there's like a menu inside of instead of messenger that you can then someone opt into your chat bot, then change the menu so it's only for people who really opted in. And then with specific menu items. You can also use it for accountability this accountability could be like broadcasting, so you can send out accountability broadcast. This could also be automated, of course, but maybe you can also set up ask people if they want to want to want to have accountability and then set this app. 

19:44 Or it's just part of your process that when people opt into the chat board that maybe once a month or so you send out a accountability question like if you need help, if they get, I'll start with somewhere or yeah, something like that you're going to ask for feedback. You have just basic check insurance, some bit more profile like accountability is like more focused on getting things done. But you can also have like Woody check insurance with, hey, thanks for joining us. Or you maybe have like you one day or one year, one year. 

20:25 Celebration and you can do something there like something enticing maybe and give them a bonus or device bones or so, but also you can send them like broadcast set content on broadcasts about news, anything related to about your membership contents and or your membership or cost content. And there's also like most of the shepherds I create right now here are like legacy old school chat boards which are which are free scripted, where we like create like one step in the flow and then the next step and then the next step and then everything is like like pre scripted. 

21:08 And we know what's going to happen when people click on A or B. But of course, you can also nowadays add AI chat board elements or use AI chatbot tools i'm using this many sheds for most of my chatbots i'm currently into creating of learning about new chatbots that use AI on your chatbot tools. And of course, there's also possible to kind of leverage the AI opportunity here in, in, in concierge chatbots. Just wanted to talk about that, that it's of course possible. 

21:49 And then one more pro version is also that you should consider to use an unsubscribe app for churn members so when people leak your membership or leak your course that you create a ZAP with Zapier that when they churn that they're going to get unsubscribed automatically is not necessarily important for example, I don't have that right now and for my membership, people don't just unsubscribe by themselves because they don't get access while my body don't. They don't get access to things that are they are not allowed to see. 

22:28 Well, they get access to the Zoom call zoom, but they wouldn't go in the Zoom call knowing that they are already subscribed. So yeah. So if this is really a big problem for you, then I was on the step that you can consider. 

22:43 Yeah so like one of the add-ons as I said, is for example, a member onboarding step process where we have a few for the for one of our clients here, like onboarding step one, it is the email address you registered just to check in. Then onboarding Step 2 is join the news list. So the key is like click on to get get updates so here they join the messenger subscription list. Then onboarding Step 3 is ad hoc at our calendar. 

23:18 This what was here the like adding the Google Calendar so this could be this is was a perfect step inside of the onboarding steps. And also next step would be for example, this is like especially like if they're not already in the Facebook group, but if it's part of the process before you join the Facebook group, then you can send them to the to the Facebook group or to your school or to your free community, or you send them directly to the inside of the membership portal or so. And yeah, and here we have like about a type 5 is like just to familiarize with the with the menu, with the special menu for people. 

24:07 So down here, the hamburger. 

24:12 Icon, you can click on it and then the menu opens. And this is like the menu that opens. So for example, like here we have like open the portal, open the group that like this is like paper group get support so like there are several steps behind it, how we how we can get support in this specific membership. And then they have like quote in business and here also like concierge bot settings, which is basically, for example, to unsubscribe from the call reminders. And you see that people are actually also using the menu so this is like something many people don't, not so many people would use supports, unfortunately, or still not enough. 

25:00 And also the menu element is like really like a secret secret yeah, tool that it's also under used and it's also quite helpful to to do. And yeah, lastly, you could also, of course, use this to sell your members or your new members who go through the onboarding process. And what we did here, for example, for for my client is that like the after the last step so that's there was like the desktop last step was like get familiarized with the with the menu and then check this out. 

25:45 And then I'm not sure, maybe 10 seconds later, a minute later, I forgot about that. There's like a new message, like APS message, which is like, PS, you can still upgrade to the more higher paid membership or higher tier membership. And then people can click on upgrade and you see that like almost like everyone who received this actually also saw this message because like they already they are inside of the messenger. So maybe checking out the menu and then this message appears so everyone who's already in the already in your Garcia chatbot and then you send this message like immediately. 

26:30 So they will they will see this message. And this is like super cool, of course. And you see that 15 % actually also Click to the the button so this is like also like a version or way to then upgrade to, yeah, maybe what you have to offer. This call could also be upgrade to A to a sales call or to essentially call or whatever like is your next one of your next steps to, to maybe to, yeah, make more money with your current members? 

27:07 All right, So yeah, that was my message last presentation about the concierge board. And I'd like to invite you to, yeah, download my checkpoint search collection. And this is like a collection about 12 checkpoint use cases, especially for coaches and cost creators and where you get the really like some some more inspiration about how to use supports in your business. And all you need to do right now is to either take your smartphone and then scan this QR code, which is also one of the ways how to get people into your chat board, or you can use the refuel, which might be somewhere around the master class video right now. 

28:05 And there's also a way to how to, yeah, see a chat board in action. And yeah, and maybe also like maybe other chat boards is. 

28:18 Done with you maybe you can just say hello and, and yeah, maybe you can have a chat about the position, what you liked about it, or maybe even about the safety collection maybe there's a specific tool, specific use case that you like. And then yeah, I'm here for you and thank you so much for your attention. Bye bye.