It is triggered by keywords that you define, and it will be as smart and effective as you configure it to be. It works like a smart, fully automatic social media assistant. Replying to a comment on Instagram using the Social Inbox NapoleonCat’s Auto-moderationĪnother feature that you can use to improve your customer service on Instagram is Auto-moderation. Using our social CRM functionality, you can even save conversation histories so you know when someone’s contacted you before. The Inbox supports images and emojis, so you can set the right tone for your Instagram conversations. The Inbox supports both interactions from organic posts and Instagram ads as well. For Instagram, you can manage all your comments, and very soon you’ll also be able to manage Instagram messages using the Inbox. The Social Inbox is where you can manage all your social interactions across multiple social media accounts and platforms – all in one place. They even have a Hashtag Tracking feature that could come in handy should your hashtag campaign be hijacked by unhappy customers out for revenge (let’s hope that never happens). The platform’s impressive list of functions includes sentiment analysis, meaning you can pick out and prioritize the most negative and positive posts and engage with them to calm the tension or highlight success. Mention is a social listening tool that keeps track of the direct and indirect mentions of your brand on platforms like Instagram. But, how are you meant to respond to unhappy consumers who post about your brand, but don’t tag you? It’s hard enough to keep up with all the comments that are directed at you or on your page. Here are three that we think will help you build a winning Instagram customer service strategy. Thankfully, there are some great tools out there to help lighten the load of keeping up with all your audience interactions on Instagram.
If you’re thinking “well, that seems like a massively tall order”, I hear you.
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Improve your response rate on social mediaĭeliver timely responses to customers in social media. That’s a lot more than is the case for other customer service channels… In fact, almost half of consumers have shared a bad customer service experience via a social platform. Which brings me to… Bad news travels fast on social mediaĬorrection! All news travels fast on social media, but people love a faux pas, especially when it involves a business. And it only takes one negative experience on social media to put a consumer off a brand. You only get one chance to make it workĪ terrifying 89% of consumers 4 head to the arms of a competitor after suffering bad customer service. Consumers spend more on brands that show they careĪccording to research by Bain & Company 3, customers spend on average 20-40% more on a business’s products and services when they get a positive response when they interact with them on social media.īy setting up a customer service process on Instagram you’ll ensure you respond effectively when consumers reach out. So, businesses that don’t have a strategy for dealing with negative mentions, or highlighting positive ones, are doomed to lose control of the conversation about their brand. And 57% trust brands more if they have good ratings and reviews. Why should you bother? Well, here’s what the data says… People trust what others say onlineĪccording to research by BrightLocal 2, 88% of people trust online reviews as much as recommendations from family and friends. Ok, maybe you weren’t quite that idealistic, but the truth is, most businesses and social media marketers don’t plan ahead for the type of interactions they’ll get from Instagram users.Īnd when 90% of Instagram’s 1 billion strong user base follows at least one business on the platform, you’ll be missing a trick or two if you don’t get it right. Let’s face it, you probably set up an Instagram business profile thinking “I’ll gain a bunch of followers, expose them to my products and watch the money roll in”. Why should you create an Instagram social customer care strategy? Try NapoleonCat and save 90% of your time spent on your marketing tasks. Analytics, reporting, scheduling, and more.
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