How To Implement Customer Service On Social Media

By: Rachael Seda

If you still have “No DMs” in your Instagram bio, you’re missing out on a huge opportunity to connect with your ideal customers. Implementing a solid customer service strategy is crucial to your success on social media, and this goes beyond liking and answering comments. Today we’re going to share our best practices for creating a customer service strategy on social media that builds brand loyalty, without having to be glued to your phone all day!

Set Automated Replies

Whether you have a Social Media Manager on your team or you’re tackling Instagram as a one-woman show, setting up automated replies can help you build rapport with your customers and save you so much time! For example, when someone sends you a DM, you can set up an automated response to say:

“Hi, there! Thanks so much for messaging us! Haley, our Customer Support Specialist will be replying to your inquiry within 24 hours. In the meantime, check out our FAQs page on our website for some solutions to our most common questions.”

By setting up this automated response, you’re letting your customer know that you 1) received the message and 2) that an actual human will be responding to them within a specific time frame. To set up automated replies on Instagram and Facebook, follow these steps:

  1. Make sure your account type on Instagram is a Business.
  2. Open the Facebook App, go to your business page, and tap the “Messenger Tools” button.
  3. Under “Conversation Starters” tap “Set Up Now”.
  4. Toggle “Instant Reply” ON.
  5. Select the channels that you want to use this automation on (Facebook and Instagram).
  6. Input your automated reply message.
  7. Hit “Save.”

Create Instagram Highlights

When was the last time you updated your Instagram Highlights? If you’re still trying to remember, here’s your sign to do so! While the highlights section of your profile doesn’t get updated as regularly as your feed posts or Instagram Stories, it’s important to keep the content that lives in your highlights as up-to-date as possible.

Now you might be wondering what types of content should live in your Instagram Highlights. Let’s walk through those now!

FAQs – The most common questions your customers or audience members would have about your product or service.

About Us – While your Instagram Bio should clearly define who you are and what you do, creating a dedicated Highlight to expand on your company is always a great idea!

Products and/or Services – What do you sell? How can someone purchase it? List all the information related to your products/services here, but keep it fairly brief. For example, if you have over 50+ products in your collections, only highlight “this season’s” newest color/flavor, etc.

Final Note: Prep Your Marketing Team

If you’re working with a marketing agency, help them help you take care of your customers by providing them with all the information they need to answer DMs/comments on your behalf. This will cut down on response time and aid in building a solid customer service strategy on social media.

Have questions about working with the Mix+Shine team? Contact us today!