Businesses constantly test new ways to connect with their customers. Traditionally, surveys, newsletters and courtesy follow-up calls served as key methods for businesses to connect with customers. While these strategies still hold value, new outreach methods now take center stage thanks to social media. According to Statista.com, 81% of the U.S. population uses social media in some form.
Smart, social-savvy businesses are now using the power of one social media feature, direct messaging, to connect more efficiently with their current and potential customers by breaking through the clutter.
Direct messaging, or DM as it’s commonly referred to, is available on all major social media platforms. Similar to sending a text message to a friend, a direct message allows you to send a private message to a person directly to their inbox, instead of posting on their social feed. DM achieves most of its popularity on Twitter and Instagram.
Businesses use DM to:
- Connect with new followers and point them to the content or a product on their website
- Ask questions about buying experience or quality of service
- Answer questions customers ask on social media
- Handle negative feedback or complaints privately instead of in the public feed
- Send targeted messages to different types of followers
- Request user-generated content for social media feeds
To add to the DM experience, personalize messages using the customer’s name or handle. Also, if you have a large audience list to reach with the same message, create a document with consistent messages you can easily transfer into a DM to help save time and maximize efficiency.
The images below illustrate a few sample implementation strategies for using DM.
To begin the relationship with a new follower, depending on the platform, a DM may take the form of something like the photo to the right.
Handling negative feedback
To handle a negative comment or feedback, acknowledge the communication and direct the conversation off of social media with a DM like this:
ABI: “We appreciate your feedback and want to learn more about the issue to discuss how we can help ensure the best service possible. Let’s set up a time we can discuss over the phone.”
If your fans post great photos of your product and tag your company, use DM to ask for permission to use their photos on your feed. Engaging in this way creates customer loyalty and allows you to harness the power user-generated content. That DM might read something like the photo to the right.
[Pro-tip: If they say “yes,” thank them and make sure to give them credit for the photo in your post, e.g., (📷: @TomEdison96)]
Direct Messages serve as a great way to personally reach customers on social media. While some may scoff at the idea saying, “It’s too intrusive,” DM allows you to speak directly to your target audience. If your business would like to initiate conversations and build relationships with current and potential customers, DM provides a simple, personal touch-point that can lead to new followers, customers or clients.
Test out your DM skills with us! Send us a message via Twitter DM or any other social platform. Let’s start the conversation!