If I write "I'm finding $productA obnoxious because of $foo; any suggestions for a replacement?", and I get an automated tweet about $productB that shows no signs of actually solving my problem, then yeah, that's spam.
On the other hand, if I got a human reading my tweet (whether they found it automatically or not) and responding with "You might try our $productB; we've solved $foo by doing ...; see $url", then I wouldn't mind seeing that, because they've actually offered me a solution to the exact problem I was complaining about.
^to take that a step further, the marketer shouldn't respond with "try product X", but with further inquiry into the nature of the problem! I've initiated contact with people that way and subsequently built lasting relationships with them.
Comments
Depends on how they respond.
If I write "I'm finding $productA obnoxious because of $foo; any suggestions for a replacement?", and I get an automated tweet about $productB that shows no signs of actually solving my problem, then yeah, that's spam.
On the other hand, if I got a human reading my tweet (whether they found it automatically or not) and responding with "You might try our $productB; we've solved $foo by doing ...; see $url", then I wouldn't mind seeing that, because they've actually offered me a solution to the exact problem I was complaining about.
^to take that a step further, the marketer shouldn't respond with "try product X", but with further inquiry into the nature of the problem! I've initiated contact with people that way and subsequently built lasting relationships with them.
Indeed.
Automate and scale it up with ML / NLP to filter and prioritise who to respond to. Hell why not have the bot throw up potential responses.
Just make sure there's a human at the end of the process and really engage.