Social media users ask questions all the time, and it’s challenging — if not impossible — for your brand to respond promptly to each query. But failing to do so could give the wrong impression as if your company doesn’t care about its customers.
With automated social media DMs (direct messages), you can consistently provide answers to FAQs and keep customers engaged and satisfied. Each social media platform has a unique DM setup. Read on to discover how you can get your instant replies up and running in no time, whether you’re managing an account on Twitter, Instagram, or Facebook.
What are automated DMs?
Essentially, automated DMs are preset messages that your brand’s social media account instantly sends in response to customer queries. This strategically phrased communication typically offers concise answers to frequently asked questions, links for further reading, and an option to contact a company representative.
An automated DM can also provide customers with product information (e.g., availability and specifications), opening hours, order statuses, and pricing to offer quick and accurate replies.
The benefits of automated DMs on social media
Automated DMs allow you to stay connected with your customers without spending time answering repetitive questions. You can invest the time saved on other value-added aspects of running your social media account, such as content planning.
An automated DM also immediately records a customer message, so you can track and respond without missing a query. You can also automate DMs that collect customer information, such as email addresses and product preferences, to streamline your social selling and marketing outreach.
How to automate DMs on social media
Social selling on each platform comes with its own set of best practices, including the way you apply an automated DM. It’s important to follow the right steps to create the best online experience, at times even following up with a clear, effective CTA. You can leverage unique chatbot capabilities with each social media platform for improved customer experiences.
The Twitter platform prioritizes concise, impactful communication. Using advanced Twitter growth tools allows you to plan and configure automated DMs distributed to your followers. You can greet visitors with automated welcome messages that leave a positive first impression. You can also add multiple welcome messages depending on your campaign needs, such as connecting with customers via Tweets or ad campaigns.
Instagram allows you to automate your FAQ DMs via its Instagram Direct private instant messaging platform. You can do so by clicking on the messenger icon on the top right of your Instagram home screen and setting up automated responses. The platform currently allows up to four questions that you can edit at any time according to your marketing needs.
Facebook Messenger bots can help your brand instantly connect with online customers. Facebook offers automation features that allow you to toggle instant replies across your communication channels. It’s a convenient way to greet customers, offer support, and recommend products without missing a beat.
Golden tips for automating DMs on social media
While automated DM setups vary among social media platforms, there are universal practices to drive the best response. For instance, quality automated DMs should have a natural conversational flow and reflect your brand’s voice.
Other effective ways to make your automated DMs pop include:
- Simplify the message. DMs should provide a concise response, such as directing customers to a website landing page for more information.
- Add a personalized touch. Consider automated responses that speak directly to your customer by addressing them by profile name. You can apply these configurations in your social media settings.
- Test repeatedly. It’s strategic to have a close look and second opinion of your automated messages before making them accessible. Check for grammar and spelling errors and inaccuracies that can compromise your brand’s credibility.
- Review chatbot analytics. Chatbot analytics show the performance of automated DM strategies so you can tweak them for improved results. It’s a reliable way to track your brand’s response to the most popular user queries.
Automated DMs can do wonders for social selling and network marketing by wasting no time resolving customer queries. It’s a powerful tool for building a social media community. Quick responses show that your company genuinely cares about each customer, and you won’t allow any concern to slip through the cracks of cyberspace.
Since any business ultimately caters to people, it’s strategic to humanize your brand through personalized content marketing, and the first step of that journey could very well begin with an automated DM.
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