How To Use Instagram DM To Improve Customer Experience

Instagram’s growth is beneficial for individuals and businesses alike.

With over 800 million users, brands now have plenty of opportunities to reach out to the market. One way to do so is through Instagram DM feature.

In the following post, we will discuss what Instagram DM is all about. We will show you ways to use it like a pro and improve customer experience.

What Is Instagram DM?

Instagram DM (direct message) is a feature that allows you to send private texts, photos, or videos to users.

You can create a group of up to 50 users. But remember, spamming is a huge no-no!

Tip: Don’t copy-paste the same message and send it to random people.

Use this feature to bring value to your followers. Engage with them in a targeted fashion. Think of it like e-mail marketing. There are lots of opportunities to grow your business with Instagram direct message.

  • Determine your target audience
  • Send valuable and informative messages

A successful DM can boost engagement. In fact, this feature is a great tool to increase income from sales.

3 Ways To Send An Instagram DM

1. Send a Direct Message From The Home Feed

Simply tap on the airplane icon at the top right corner.

Instagram DM step 1

You will see a list of previously sent messages. Instagram also provides suggestions who you can DM.

Instagram DM new message

Unread messages will be in bold with a blue dot beside the message. Like the example below.

Instagram DM step 3

To send a new message, simply tap on the + sign at the top right corner.

Instagram DM new message

Type or select the user you want to contact. Tap “Next”.

Instagram DM new message step 2

You can type your message on the box. To send a photo or video, select the album icon. If you want to take a photo or video, tap the camera icon.

Instagram DM new message step 3

Once you’re done, simply press Send.

2. Send a Direct Message From A Post In Your Feed

You can also send content from your feed to another user by tapping the plane icon under it.

Instagram DM new message from post sample

Select or enter the user you’d like to send it to.

Instagram DM new message from post sample 2

You can add a message with the post, then press “Send”.

3. Send a Direct Message From Instagram Stories

If you’ve created an Instagram Story you want to share to particular users, simply tap “Send To”.

Instagram DM new message from Stories sample

Select the user you want to send it to and press “Send”.

Instagram DM new message from Stories sample 2

Level Up Customer Experience Through Instagram DM

Connect with Customers

Social media has become a platform for brands to reach out to customers and vice versa. In fact, customers use these platforms to ask for assistance.

Instagram has made it so much easier to connect. Their direct messaging feature allows brands and customers to communicate directly with each other.

Instagram DM sample

Customers can now talk to the people behind the brand!

As a business, you can use this feature to:

  • Thank users for buying your product or availing your services.
  • Send exclusive behind-the-scenes or promos
  • Respond to product queries.
  • Quickly address customer concerns.
  • Dissolve a dispute before it gets out of control.

Foster Connections

Instagram Direct is a great feature for fostering customer relationship. Keep their interest in your brand alive!

Here are a few tips to grow your network:

  • Use Instagram DM to follow-up new connections and contacts
  • Connect with people you met at an event.
  • Start a conversation about their work. This is especially important if you want to collaborate with an influencer.
  • Reply to an Instagram Story.

But before you slide into any user’s Instagram DM, you must first consider these things:

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  • What are your brand’s mission and vision?
  • Make sure that your messages resonate with your company identity.
  • Incorporate your brand’s voice into your messages.

It is crucial to take your time and learn more about who youโ€™re messaging. Additionally, try to be personal. Consider bringing up past engagement or message. You should also provide value to your recipient.

Remember, Instagram direct messaging will help you create lasting connections. But if you do it wrong, you’ll be cutting ties instead.

Tip: Do not spam people! Avoid copy-pasting messages. Always be authentic and personal.

๐Ÿ’ก Related post: How to use the Instagram DM feature on PC

Reward Top Followers

Who are your top followers?

These are the people who spread the word about your brand. They constantly engage with and share your content.

You can use Instagram Direct to connect with them. Let them know you appreciate them! For instance, you can let them know that you’re sending them a discount coupon.

Instagram Direct sample

You can also provide a promo code for convenient online shopping.

Tip: You can’t add links to your Instagram DM. It’s best to send a link as a separate message. This way, the user can simply copy-paste it into their browser.

Send Exclusive Updates

One way to boost customer experience is to send exclusive updates.

Instead of sharing what your brand is up to on your feed, you can use Instagram Direct. First, you’ll need to create a group with select followers. Here’s what you can send:

  • Exclusive behind-the-scenes photos
  • Give them a tour of what happens in your company
  • Sneak peek of products to come
  • Exclusive pre-launch details about a new product

In doing so, your special followers will feel appreciated. This will also encourage them to continue engaging with your brand.

Tip: Don’t forget to let your recipients know what they are allowed to share.

Run A Contest

Instagram DM plays a huge role when running a contest.

Giveaways are really popular on this platform. Brands and influencers alike run contests, especially when they reach a milestone. Once the contest is over, they’ll send the winners private messages.

View this post on Instagram

#GIVEAWAY Because 2 is better than 1! ๐Ÿฅฐ Loving this RYO Damage Care set, ever since I started using this product my hair has significantly improved! I can feel my hair's softness and silkyness every time I brush my hair, totally loving it! โค The ingredients used in RYO can produce intensive nourishment esp if you have colored hair and let you shine like a diamond! Guess who found their new love! Good news for you is I will be giving away a pair RYO Damage Care Set, just comment here who is my another 1 that makes me feel complete. Hint: ๐Ÿ‘ญ in my recent video post! Giveaway ends on 7th March, 11.59pm! #RyoMalaysia #RyoForever @ryohairmy

A post shared by ๐“™๐“ฎ๐“ผ๐“ผ๐“ฒ๐“ฌ๐“ช ๐“ฌ๐“ฑ๐“ช๐”€ (@jessicachaw) on

They can personally connect with the winner. Instagram Direct is a private and secure place where brands can ask where they can send the prizes.

You can also use Instagram DM to run a contest. Here’s a few sample contest mechanics:

You can ask a brand- or product-related question. The first 5 people to DM you the right answer will get prizes.

Another option is to ask participants to send their entries via Instagram DM. They can send a photo or video. You can then use this user-generated content for later.

๐Ÿ’ก Related Post: What kind of Instagram advertising is best for you?

Quick Tips To Properly Convey Your Messages

As your business grows, so will your number of direct messages. This can be very stressful.

In fact, managing comments can be a handful. If replying to DMs is added to the task, it is a major challenge!

How do you keep up?

Here are a few tips to properly manage and convey your messages.

1. Create A Schedule

It’s crucial to be available when customers need you. You can’t leave them waiting. That’s why you need to create a schedule.

It is impossible for one person to be available 24/7. If you have a large team, you can take turns managing the DMs throughout the day.

Instagram DM unread messages

Make sure to set aside time to open and reply to messages. Once you get the routine down, your unopened messages wonโ€™t pile up.

What if a follower has an issue you can’t resolve immediately?

You can let them know you’re looking into it. Assure them that you’ll get in touch as soon as the matter is resolved.

2. Flag Messages

Don’t let unanswered inquiries and issues get lost in your inbox! Be sure to come back to them.

The flagging message feature helps highlight messages that need attention.

So, how do you use it?

Open the message you want to flag. Simply tap the flag icon.

Instagram DM flag messages

The message will then have an orange tag in your inbox. They are so easy to spot!

Instagram DM flagged message

As soon as the concern is addressed, simply remove the flag.

3. Create Quick Replies

You might find receive messages with frequently asked questions. Such as:

  • What time do you open?
  • How much is the shipping fee?
  • How much a particular product is?
  • Do you ship internationally?

It is crucial to provide a quick response. One way to do so is through quick replies.

Here’s how:

Go to your Profile and tap the three horizontal lines at the top-right corner. Select Settings.

Instagram DM quick replies step 1

Tap Business.

Instagram DM quick replies step 2

Select Quick Replies.

Instagram DM quick replies step 3

Then tap the “+” to add a new one.

Instagram DM quick replies step 4

Tip: You can still edit your reply once it’s saved!

Instagram DM quick replies sample

When you need to send a quick reply, simply type the keyword. Tap the blue ellipsis in the message box.

Instagram DM quick replies step 5

Once you do, your prepared message will appear in the box.

The Quick Reply feature surely cuts the time it takes to respond to inquiries.

4. Filter Messages

Filtering messages is also very helpful. It helps keep your inbox organized and less cluttered.

To start filtering messages, go to your Instagram DM inbox. Tap the filter button.

Instagram DM filter messages step 1

As soon as you’ve set your filter, Instagram will show you only the setting you’ve selected.

Instagram DM filter messages step 2

For instance, if you selected “Unread”. Unread messages will show up.

Instagram DM filter messages step 3

By filtering messages, your inbox will stay neat and organized. You’ll never have to miss an unread DM again!

Instagram DM feature is an excellent communication platform for individuals and businesses. It fosters connections and improves interactions.

Whether used to increase engagement or improving customer experience, it’s up to you to fully utilize this feature.

Don’t have the time to manage your Instagram DM?

Let our social media managers help you. Sign up for free!

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By Rei

Writer by day, reader by night. Daydreamer for the rest of her life.

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