4 Automated DMs to Set Up for Your Client's Social Media
You already know we’re BIG on streamlining our systems and processes over here at Homemade Social HQ, but one we haven’t shared much about is the power of automated DMs!
Did you know that 150 million Instagram users have a conversation with a brand each month? When conducting daily community management, we use Facebook’s Creator Studio Inbox to view and respond to all messages and comments on behalf of our clients. This form of client concierge, however, can quickly become a time-consuming task, especially when working on accounts that have thousands of followers and receive dozens of messages daily.
This is why we love asking clients during our onboarding process if they’d like us to set up automated DMs for their account. It benefits not only us as the agency, but also their customers as they can receive a potential answer to their inquiry immediately. Plus, it can help the client earn a Very Responsive Business badge on Facebook, which tells customers that your brand is quick to reply and has an established and recognized commitment to customer service.
Read on for 4 automated DMs to set up for your client's social media!
INSTANT REPLY
This automated DM is just as it sounds: it instantly replies to a user once they’ve reached out to you via Instagram DM or Messenger. This auto-responder is great not only for confirming receipt of the customer’s message but also for linking out to your site’s FAQ page, where the user may be able to find the answer to their inquiry before you even get a chance to respond.
Here is an example of an Instant Reply DM to set up:
“Hi there! Thank you for reaching out. Your message has been received and a member of our team will be in touch shortly. In the meantime, please refer to our FAQ page linked here: _______.”
AWAY MESSAGE
A second automated DM we recommend setting up is an away message. For our clients, we program this auto-responder to go out anytime a direct message is received outside of our hours of operation. It confirms with the user that their message has been received and when they can expect to hear back from us. Similar to instant reply, we recommend linking out to your FAQ page in this auto-reply so that the user may find an answer to their inquiry while they wait.
Here is an example of an Away Message to set up:
“Hi there! Thank you for reaching out. Our hours of operation are Monday through Friday 9am-5pm PST. A member of our team will be in touch with you upon our return. In the meantime, please refer to our FAQ page linked here: _______. Chat soon!”
FREQUENTLY ASKED QUESTIONS
The Frequently Asked Questions automated DM works a bit differently than the previous two. With this option, you add and save the answer to your most frequently asked questions to your Creator Studio Inbox. Then, when a user opens a new chat to DM your account, you can program Instagram to show those frequently asked questions as suggested messages for the user to send to your business. If the user selects one of the suggested questions, this tool automatically sends the answer to that question from your Creator Studio Inbox.
CUSTOM KEYWORDS
Lastly, Creator Studio Inbox allows you to set up automated responses triggered by specific keywords. For example, we might set up an automated response linking out to our one-on-one social media consultations page whenever we get a DM containing the keyword “consultation.”
Alternatively, you could tease an upcoming sale, event, or launch on Instagram Stories and on the final slide include a call-to-action like “DM us the word ‘DETAILS’ for more information.” Then, you could program an automated response with all the necessary information to be sent out any time a user DMs you the word “details.” Genius!
We hope you found this blog post helpful in discovering four automated DMs to support your business and customer relationships. For more tips, follow us on Instagram and subscribe to our social media newsletter!
xx- The Homies
