If you're looking for ways to improve your customer service experience on Instagram, here are some tips that'll help you get started in the right direction.
Add Latest Contact Info In Your Bio
Your Instagram bio is the first thing a customer sees when they visit your profile. Seeing the contact information in your bio instills confidence in your prospects about your business.
Even if you don't offer customer service on Instagram, you can still provide your Instagram followers with alternate options. Ryanair is one such example, where the company explicitly mentions their customer service channels in their bio.
You can also add Instagram action buttons to your profile to make it easy for people to contact you. These buttons appear right below the bio section.
Proactively Manage Instagram Comments & Ad Comments
If you can provide quick customer service to comments from unsatisfied customers, you can not only avoid losing such customers but also gain new ones.
You can build a rapport with your customers via your comments by representing your brand in a helpful and friendly manner.
If you struggle to deal with spam or trolls in the comments section, we recommend using a service like Statusbrew that makes your life easier by allowing you to hide and moderate comments on Instagram in the easiest way.
If you'd like to try out Statusbrew for your business, you can sign up right now & start your free trial.
Set Up Instagram Quick Replies For Direct Messages
If you're using Instagram as a customer service channel, the odds are that you are getting the same queries over and over again. Typing the same responses to each question can take a lot of your time.
Instead, you can frame some common answers based on the queries you get and set up a few quick replies for your most commonly asked questions.
Now when you get such queries, choose the appropriate quick reply to respond to that customer.
Provide Self Service Options
Having a self-service option on your Instagram accounts is a great option since many customers don't reach out to customer support when they have an issue; they prefer to find the solution for it themselves.
We recommend creating an Instagram story highlight for some FAQs. You can create & gather multiple stories for various queries into one FAQ highlights album that your audience can view at their convenience.
Monitor Your Brand Mentions
If you use Instagram for social customer service, it's important to monitor brand mentions to know what your customers are telling their followers about your products or services.
We also recommend setting up push notifications for all comments, DMs, and brand mentions.
To set up push notifications,
Go to your profile and tap the three-line icon in the top-right corner.
In the pop-up menu, select Settings.
- From the Settings screen, tap on Notifications
Browse through these settings to enable the notifications you want to receive for your Instagram account.