Attending customers quickly when interacting through social networks is essential to maintain a fluid and correct relationship with them. Each of them has its own instant messaging, such as Instagram dm, Telegram, Messenger, WhatsApp, etc.
Consequently, when complying with the above-mentioned premise, we may find ourselves with the added difficulty of simultaneously and efficiently managing all the independent response channels that play and are part of our omnichannel digital strategy.
Why should businesses use Instagram DM?
When we talk about instant messaging, we cannot ignore Instagram, for many a great unknown, and which has enormous potential in customer relations, in attracting new leads and, of course, in internal communication itself.
This Instagram functionality allows marketing strategies to be implemented, where immediacy is essential and should not represent a high cost, especially if you are just starting out.
The creation of private networks allows users who are likely to become customers to receive immediate notifications of new products or services and be able to see them on your profile without having to leave the application.
For those who already have a portfolio of customers, instant messaging is a great idea to keep them in touch with all the activities that we upload to the network and is a sure way to keep them loyal.
How to manage this type of messages?
It is clear that in order to get the most out of this type of messages it is important to follow predefined guidelines that allow us to create campaigns that make sense, appropriate for the receptor, non-repetitive and that do not fall into spam or junk messages. The points to consider for this would be the following:
The management of this communication, despite not being complicated, involves adding one more channel to be always aware of. This increases the work of the community manager and can be the cause of unintentional confusions if he or she manages a large number of accounts and can be harmful to the prestige of the brand.
All your channels on a single platform
The possibility of integrating all messaging channels, such as Instagram DM, Messenger, Whatsapp, Telegram, etc. in a single platform is the dream of any community manager, because this would facilitate and improve their daily work, as responsible for managing communication through networks used by his/her company.
The use of Livebeep makes this dream come true, because it allows to control from a single panel all the messages that come from them, including Instagram DM.
Benefits of integrating instant messaging channels with chatbots.
The combination of all the questions we receive from social networks allows us to filter them by subject as a live FAQ independently of where they come from. This is possible with chatbots supported by expert operators who help to provide more information on the subject matter questioned by the user.
Another advantage is the acceleration and automation of tasks with the use of intelligent chatbots. This allows the first workload to be offloaded from the operators of the different customer services, allowing them to spend their time on more complex tasks.
These systems are programmed according to the needs of the company and are personalized to know how to handle at all times the information they have to give or show, because they are able to take the user to the products or services catalog following their questions or needs.
The predefined answers should not be the same for each channel, because on each network the expressing way is different, so it is necessary to make an effort to “educate” the chatbot in a specific way so that it knows which one to use depending on its origin.
The improvement of teamwork is considerable when queries from various channels are integrated into a single environment, because any operator in the appropriate department will be able to deal with the query when it comes in, for example, from Instagram DM when the chatbot is insufficient.
In this way, any employee will be exceeded by a multitude of requests to attend to, as they will be able to derive part of these tasks to those who are available at that moment. This will avoid delays in responses and the work environment will reflect what every company wants, which is cooperation among its employees.
A well-developed, user-friendly, intuitive and comprehensible control panel is essential to be able to make good use of the information you receive when you have to have a live interaction with the customer.
Being able to manage all networks in a unified way with artificial intelligence, as well as with human intelligence, is the best way to keep customers satisfied.
It is also one of the ways to improve our image from the customer service point of view, because it is the first point of contact with the user and the first impression is the one that counts.
If you want to put into practice the integration of all the messages of your networks, including Instagram dm, you can request a free trial of Livebeep on the website and see live everything we have told you.