![]() Responding quickly to messages bodes well for brands’ customer loyalty. Reactions to those Stories are essential qualitative data that can help you gauge audience sentiment, refine and inform your content and report on the success of your strategy. These days, Stories are a staple in any high-impact Instagram strategy. Reactions and replies to Instagram Stories go straight to businesses’ inboxes, which starts a thread of communication or builds upon previous conversations with that person. Instagram DMs are therefore a critical base to cover in your customer service strategy. Provide exceptional customer supportĪs Instagram keeps building up its capabilities for businesses, and as more brands and consumers embrace the Shopping aspect of the platform, businesses should be ready to deliver customer service where the path to purchase began.Īccording to the Harris Poll, on behalf of Sprout Social, 67% of consumers identified responsive customer service as the most important factor in creating a positive experience with a brand on social. Whatever the motivation, showing that your brand will listen, respond and take action is a business booster. Consumers behave differently across social channels, but it stands to reason that Instagram users will reach for those reasons as well. Other times it’s because of a customer service issue or privacy issue. ![]() Oftentimes they want to share a great experience they had. There are a million reasons people send a brand a DM on social media. It’s not enough to just observe what people are saying, marketers need to react and respond. Connect with customersīuilding a community and loyal customers requires two-way communication. Why your brand should use Instagram DMs for businessīehind that little speech-bubble icon are capabilities and opportunities to make your Instagram DM strategy pop. Drop a location pin to help customers navigate to stores, events and more. ![]() Embed Instagram feed posts from your business, brand ambassadors, influencers and more.Use voice messages to coach clients or walk customers through troubleshooting.Share GIFs that show off your brand’s personality.Send images and videos that are informative or entertaining.There are several other ways people and businesses can drive customer engagement: And businesses aren’t limited to just using text in Instagram DMs. Instagram DMs enable immediate one-on-one, business-to-consumer communication. While a lot of those conversations happen in public comment sections, Instagram DMs for business afford people privacy that the comments section does not. What is Instagram direct messaging?Īccording to Instagram, 150 million people have a conversation with a business every month via the platform. Keep reading to learn more about how to effectively serve your fans and customers with Instagram DMs for business. Whether people are looking for customer service, have a question or just want to applaud your content, it goes down via messaging. Direct messages (DMs) are a key connection point between brands and their customers on Instagram. Social media marketing isn’t just about talking to your customers and fans, but also with them. “Businesses and people are messaging with each other more than ever, and Instagram is an important channel to connect with customers and build relationships,” said Konstantinos Papamiltiadis, VP of Platform Partnerships at Messenger, in regard to Sprout Social launching Messenger API support for Instagram Messaging features. Plus, there’s a positive perception of brands on Instagram: According to a Facebook survey, people say they recognize brands on Instagram as popular (78%), relevant (74%) and committed to building community (72%).īuilding community and supporting customers is imperative for attracting and retaining customers through social media. ![]() And brands are right there with them.īrands from all industries can benefit from being on Instagram as 90% of users follow a business on the platform. Each month, more than one billion people around the world use Instagram for entertainment, inspiration, shopping and more. ![]()
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