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
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 drivePromotions
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 driveCommunication
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:
Inform your customers about the launch of your upcoming product;
Tell them how they can get involved in your business by writing out reviews or recommending your product,
Share exclusive behind the scenes.,
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:
Sending personalized messages in response to those featuring your brand
Sharing special content like “sneak peeks” of new things to come, behind the scenes, etc with your top followers.,
Gifting your customers gift vouchers on their birthdays
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.
But Before We Dive Further, Let’s First Understand What Exactly Is a Chatbot, and Why Should You Use One?
What is a ChatBot
A chatbot, by definition, is a synthetic intelligence (AI) software program that can mimic a discussion (or chat) with a user.
With the passage of time, traditional methods of attracting customers have evolved. Chatbots are increasingly being adopted by all industries including fashion, finance, entertainment, healthcare, and news.
With chatbots, your brand can grow to provide round-the-clock assistance without having agents who must be available day and night.
Chatbots are a godsend for businesses with a global purchasing base.
Buyers from all around the world can have their assistance needs met, regardless of time zone.
Lend a Hand in Getting There Milestones
Purchasing experience comes down to optimizing the interaction on various touchpoints in a consumer’s journey.
Given that the majority of contacts these days occur in a virtual environment, “it is critical to establish virtual touchpoints to assist clients throughout their online experience with the brand.”
Let’s look at some of the contact touchpoints where chatbots can have the most impact:
A customer visiting a website for the first time may find it difficult to navigate around. Chatbots function similarly to site-specific seek bars, providing educational statistics, and relevant knowledge base articles. Enabling a chatbot on your website for your visitors will not only help answer their simple queries but can also provide bits of data that can stimulate the customer’s interest in your brand.
Brands can capture the hearts of their customers by anticipating their needs before they express them. When a customer is browsing your website or product, they may encounter a few challenges. Setting triggers, such as rage-clicking, your chatbot can come up and reach out to the customer to assist them in such situations.
Implementing chatbots for customer service is highly important. Customer service is a constant source of contention for businesses. In general, customers wait too long for a response or do not receive one. This often results in poor ratings and dissatisfied customers.
Companies like Adidas, Nike, and Burberry have displayed exemplary customer service just by implementing chatbots. After one month of use,(Nike’s)chatbot had an 80% completion rate, fewer inquiries to customer service, and more than 1500 people had requested assistance from the chatbot. (Adidas’) Chatbot received almost 10,000 messages, a thousand of which were “Thank You” greetings.
Gather feedback and customer information
Gathering feedback is an essential task for any organization. Records are critical for determining how your clients feel about your product and the assistance provided. Almost every consumer conversation can be used as an opportunity to provide a better experience.
With chatbots, you can collect feedback through a message even while the user is still on the page. While the experience is new, the feedback gathered is more accurate. When the purpose of collecting comments is clearly understood, the survey questions requested can be tailored accordingly.
Here are a few examples of when you can use chatbots to collect customer feedback for your brand:
Enhancing a service or product: When new features are being deployed, initiate a chatbot communication and ask customers to rate their experience with the product. You can also add open-ended questions to determine where the service or product failed.
Improving the database: Once you identify common questions and have created solution articles for chatbots to suggest, you can further improve your database by enabling the chatbot to ask the customers if the object helped them solve their problem.
Improving chatbot enjoyment: To measure how well your chatbot is functioning, provide the option to rate the experience at the end of conversational exchange with the chatbot.
Utilize your chatbots on social media
Social Chatbots are chatbots that are employed on social media. (Facebook and Twitter chatbots) generate messages for your brand and aid in customer support, advertising, and purchasing. As a brand, it is ideal that you use social media and its tools to save your business time and filter out unimportant messages and fake users.
Chatbots on Facebook
Businesses have repurposed Facebook chatbots for modern purposes. Apart from providing quick fixes and round-the-clock service, brands are using Facebook chatbots to help them with other activities such as web hosting and managing e-commerce store.
You can also use a Facebook chatbot to send timely and personalized messages to customers based on their previous interactions. For example, TechCrunch curates articles for their readers based entirely on what they want to read.
Chatbots on Twitter
When you have your brand presence on Twitter, it is generally expected of you to meet certain expectations, such as providing quick responses and demonstrating that you genuinely care about your customers.
As such, Twitter Chatbots come in very handy.
The Twitter chatbot communicates with users via direct messaging. Clients are given quick responses to make it easier for them to communicate with their brand chatbot.
A lot of brands like Airbnb, Evernote, and Spotify have been using Twitter chatbots to provide customer care 24 hours a day/ seven days a week.
Our two cents
Using chatbots is one of the most recent trends in virtual marketing and CRM. It is intended to automate tedious tasks while also creating a perfect imitation of a human conversation.
Implementing chatbots for your business can be a huge benefit because they can save expenses, time, improve customer experience, increase conversions, and, most importantly, keep your customers happy.
Chatbots are more than just the “wave of the future” in customer support. They are in the “now and now,” giving providers more opportunities to communicate with clients in new and remarkable ways — and, more significantly, to fulfill their aspirations more effectively.
When a chatbot is “desirable at what it does,” the user has a better experience as a result of using it.