According to Instagram, 150 million people use the platform to converse with a business every month.
While many of these discussions take place in open comment sections, Instagram DMs provides people with the privacy and the ability to be candid and creative.
In Instagram DMs, businesses aren't limited to just using text. There are various ways for individuals and businesses to communicate - pictures and videos, animated GIFs, and voice messages.
However, if you have never engaged in a one-on-one conversation with your customer on Instagram DMs, it can be a little intimidating for you. But, don't worry.
In this post, the SMM expert of our social media marketing agency in New Jersey gives tips on using Instagram DM for your business.
Set Internal Team Objectives
Determine the metrics to measure your team's performance in providing customer service. You should concentrate on customer service metrics such as average response time and response rate, says one of the best digital marketing companies in New Jersey.
Set a realistic goal for yourself. Assume you have a goal of responding to all Instagram DMs within 24 hours. Make a time on your calendar each day to get your head into your Instagram inbox and start responding.
Use the Filter Function
Filters, which can be found in the top right-hand corner of your DMs inbox, can assist you in organizing and tracking messages.
If you open a DM, it's marked as read, so leave it unopened if you're not ready to respond. Then, you can use the Unread filter to return to that message when you are ready to respond.
The SMM experts of our social media marketing company in New Jersey always use the unread filter to respond to our followers’ queries.
Let's say a customer contacts you with a question you can't answer. Add a flag to any messages that need to be investigated further. Then, once you've prepared a response, use the Flagged filter to locate those messages.
Move People from the Comment Section to Your DMs
In an inbox rather than a crowded comment section, it's much easier to keep track of the conversation history between your brand and customers.
Encourage a commenter to bring their concerns to your DMs if they are about a sensitive subject, a customer service issue, or other topics that should be handled privately.
Use the Quick Reply Feature
When you use Instagram DM to converse with your customers, your response must be quick. You do not want to keep them waiting.
Quick Replies can help you reply faster, says the SMM expert of our social media marketing agency in New Jersey.
Brands can use Quick Replies in Business Settings on Instagram to save common responses to FAQs and other frequently asked questions. Each Quick Reply has its keyboard shortcut, so just type the shortcut you created as you respond, and voila! The Quick Reply will be added to your message.
June 16, 2022
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