How to use Direct Messages to drive customer engagement

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Direct messages(DM’s) are probably the most underrated tool on social media websites.

We all know about driving engagements through reels, posting, and replying to social media content.

But did you know the real engagement lies within Direct messages on these social media websites?

If tapped correctly and wisely, leads can be converted to customers and customers to loyal customers.

Moving conversations from a public forum to a private forum helps you to offer more personalized service and support. A feature that almost all small and medium businesses are missing out on.

In this blog, we have listed some of the most effective ways you can use Direct messages to drive customer engagement and boost sales for your brand.

Direct Messages to drive Customer Support

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Social media platforms have become a vehicle for venting out displeasures by customers.

As a business, the last thing you want is a displeased customer venting out his/ her dissatisfaction over a public forum.

It is in such scenarios that direct messages can come in as your best friend not only to save your brand image but also to build a good relationship with the displeased customer.

Direct messaging is a great way of resolving customer issues privately, effectively, and personally without having it spilled over your business and brand.

Such efforts are most appreciated by customers and help in creating brand value.

With Mezchip’s all-in-one, customer support platform you can address your customer’s issues across all social media handles through direct messages from a single dashboard.

Direct Messages to drive Promotions

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As a business, how and to whom you send promotions and offers is important to know. If done in a wise way, you can end up with great leads and loyal customers.

However, most businesses mindlessly dm promo codes to every profile they encounter which is the last thing you want to do.

The smart way to go about is to first make customer profiles suited to your business.

Find such customers on social media websites as applicable to your customer profile. Send them a personalized message with an offer or a relevant promo code.

For instance, if your business is active on Instagram, you can find customers on your customer profile by using relevant hashtags. You can also find people through geotags. Once you have made a list of your potential customers, you can send them a personalized message.

For example, if you have an activewear brand, you can identify fitness influencers/ fitness enthusiasts[a type of customer profile] and send them the following message:

“Hey, I love your post showing your commitment and dedication towards being fit! We are an activewear brand and we resonate with your idea of fitness is forever thus would love for you to check out our new sports bras! Sign up and enjoy a flat 25% off by shopping for your first sports bra with us! Hope to see you sign up and stay fit!”

Direct Messages to drive Communication

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Communication is the key for any business to thrive.

Direct messaging allows businesses to have meaningful conversations with existing and potential customers.

You can use Direct messages (DM’s) to:

  1. Inform your customers about the launch of your upcoming product;
  2. Tell them how they can get involved in your business by writing out reviews or recommending your product,
  3. Share exclusive behind the scenes.,
  4. Participate in an exclusive contest

Such communications not only build interpersonal relationships but also creates meaningful ways to create positive and unique customer experiences.

This can set your business apart from the others

Creating loyal customers

Some other ways of creating loyal customers through direct messages can also be through:

  1. Sending personalized messages in response to those featuring your brand
  2. Sharing special content like “sneak peeks” of new things to come, behind the scenes, etc with your top followers.,
  3. Gifting your customers gift vouchers on their birthdays
  4. Sending surprise coupon codes, etc.,

Direct messages are undoubtedly a great way to increase customer engagement. If used wisely and efficiently, you can not not only build great customer relationships but also increase sales.

Share with us below some of the creative ways your business uses Direct messages to drive customer engagement.

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Mezchip is an omnichannel customer support platform for your Online Store. Integrate your e-commerce store and resolve customer queries across email/ social media & Whatsapp all from one place.

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