The world is revolutionized with a huge rise in the digital marketplace and technological innovations. In the early days, customer service was all about phone calls, texts, and emails. Now, it is no longer limited to just calls and messages, it is now available through social platforms like Instagram, WhatsApp, etc.
Here, people can interact with their favorite brands daily with ease. On Instagram, millions of users watch the engaging stories from the brands, scroll through their feeds, ask questions in the DMs (Direct Messages), and much more. You can say Instagram has become a great customer service channel, perfect for marketing your brand.
For every brand to flourish, quick and helpful support is something that will build a basic relationship with a customer. This relationship will eventually lead to customer loyalty, positive customer feedback, and positive outcomes for the brand.
To always stay in check and connected to your customers, especially if you’re a small brand on Instagram, you should have a seamless internet connection. You can check for the best internet near you and choose the one that becomes an asset to your brand.
The following are some practical tips that will help brands improve their customer service on Instagram.
1. Understand Your Customers
Great customer service is known by the professionalism you show towards your customers. Understanding your customers is what will build a good foundation for your business. You should know who your followers are, what kind of content they love, and the frequent questions they ask; understanding this idea of customers will boost the brand’s reputation.
Instagram has insights that can help brands keep track of their customers. You should analyze the engagement rates, their age, gender, and demographics. You can also review your most-watched stories and posts and identify what kind of content gets most of the engagement from customers.
2. Enhance Your Instagram Bio
The highlight of your Instagram page is your Instagram bio. The users open your profile, and the first thing their eyes set their sight on is the bio. Thus, the bio should be eye-catching, useful, and provide a result (contact info).
You can write down the details of your business in short words, add a contact link (a phone number or an email), the location of your business, and a website link to customer support. The simpler your bio is, the more appealing it will look.
3. Add an FAQ Highlight on Your Business Instagram
When establishing a business, you should know that not every customer is the same, and they have their own preferences. Some of them may contact you to get information about the brand and its products, or some may research your profile to get an idea about the brand.
Simply put, not everyone wants to contact and ask about their concerns. Instagram highlights are useful in this situation. These highlights act as self-service, and you can add frequently asked questions (FAQS) in these highlights.
Also include the order processing (if any), a thorough guideline, and shipping info. Moreover, making highlights also reduces the DM load and can decrease the workload of your customer support team.
4. Have an Active and Visually Appealing Feed
In the world of social media, if you are not posting engaging content or are not active enough, your profile will come out as “boring and inactive”. To keep your customers and new audience engaged, it is important to post daily, stick to the aesthetics, and post interesting content. It will also make your profile look updated and professional. Keeping your feed active and appealing builds the customers’ trust.
5. Give Your Customers a Promo Code
Who doesn’t love a good offer and discounts? Engage your customers with shopping-worthy promo codes. For shopaholics, the discounted prices are always a sign for them to shop. To keep your customers engaged and increase sales, it is one of the best strategies.
One thing that is very common on Instagram is posting a challenge and asking customers to complete all the terms and conditions to win a prize or discount. This will build customer loyalty and allow your profile to get more engagement.
6. Record Customer Feedback
Customer Feedback is the most important part of knowing how well your business is growing and what part of it needs improvement. It gives the impression to customers that you care about their opinion. There are various strategies you can use to ask for feedback; you can either ask directly in their DMS, add polls in stories, or do a Q&A session.
You can also add survey forms in your bio through which customers can directly complain or give feedback. One of the most important things while receiving feedback (whether negative or positive) is that you should be patient and respectful towards your customers. The customers are just as human as you, and you owe them respect.
7. Build Loyalty with Engaging Strategies
Engaging strategies mean you should use every feature of Instagram to keep your customers entertained and engaged. The features include adding reels and stories daily, doing live sessions, and posting content daily with interesting captions.
You can also host a giveaway session where you ask users to complete a challenge and reward them for it. Partnering with influencers and Instagram bloggers can also increase your customer engagement and increase your followers through their positive reviews.
Final Verdict:
Customer service is not about answering questions the customers have, but providing solutions. It is also about engaging your customers in your business to improve growth and build customer relations. Through the given strategies, you can build customer loyalty and increase their responses.
