![]() To see this in action, here’s an example where the clothing brand, Madewell, responds to customers’ comments about technical website issues and offers troubleshooting advice. The key is to listen, engage, and build relationships.” According to David Alston, founder and coach at the CMO Accelerator program, Marketswell Solutions, “Social media is not a media. This enables you to send an automated response and customize templated answers to DMs and frequently asked questions.Ī positive customer service experience also includes making sure customers feel heard, as well as outlining a plan to address their concerns. So, you may have to get creative in searching for references to your brand in comments or use third-party monitoring apps for social media to help.įor consistent and speedy responses to messages, you can use Instagram’s Quick Replies feature. As you track content, keep in mind that users may not use the exact terms you have chosen or message you directly. Setting up Instagram notifications to alert you of particular brand mentions and hashtags makes this process much easier. And, as other users have visibility into the posts and comments on the platform, you build customer trust as they see how you’ve successfully resolved issues in the past. Keeping track of how Instagram users are talking about your business can help you manage your brand’s reputation by quickly responding to any negative comments that come up. ![]() Be on the lookout for content involving your brand Sofi strikes an engaging tone in its Instagram customer service: Source.Ģ. Here, Sofi, an online provider of personal financial services and products, follows a distinct brand voice and includes emojis in their caption to engage their customers. And, to stay in line with the nature of the platform, keep it friendly and casual. This means using a tone that mirrors their language as well as including popular emojis and hashtags in your responses or posts. To make sure you truly resonate with your target audience, communicate in a way that speaks to them. One of the best methods to ensure that is by having a style guide and clear standards for dealing with any contact Instagram users have with your brand. Communicate with a consistent brand tone and voiceĬonsistency is key for establishing a recognizable brand voice. With all the possible perks customer service on Instagram offers, you may be wondering: exactly how do companies support customers via Instagram? Below are some steps you can take to provide top-notch customer service.ġ. Manage incoming requests through consolidated platforms.Give your customers self-service options.Make it easy for customers to contact you.Switch to a private channel if necessary.Be on the lookout for content involving your brand.Communicate with a consistent brand tone and voice.How to use Instagram for customer service: 6 tips So, if you’re already providing customer service on other social media platforms, like Facebook, Twitter, and WhatsApp (and even if you’re not), why not broaden your reach to include Instagram users - Statista estimates Instagram will have a massive 1.2 billion users by 2023.Īnd with 83 percent of consumers using Instagram to learn more about products and services, it’s a perfect opportunity to grow your business with a receptive audience. ![]() This analysis can then be used to generate ideas to better improve your brand’s customer experience. Not only that, but comments, responses, and engagement data can give you deeper insight into your customers’ thoughts and feedback. So much so that 72 percent of millennials say they’re more likely to be loyal to a brand that replies to them on social media, according to Marketing Charts. Because of this, it’s now one of the top customer service trends. Why provide customer service on Instagram?Įngaging with your customers on social media positively impacts customer experience. So, let’s dive and look at some ways you can use Instagram to add another customer service channel to your offering and boost customer experience while you're at it. In fact, as Barry Libert, CEO of AI Matters, puts it, “The future of business is social.” With social media getting increasingly popular by the day, providing customer service on Instagram gives you more opportunities to connect with customers - both existing and potential - than ever before.
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