The fact that 375 million people use direct messages (DMs) on Instagram every month shows how big the Instagram Direct feature is. Still, many marketers don't take advantage of its potential, as it remains one of the most underused Instagram marketing tools.
If you’re not using it already, you should start as soon as possible, as it can make a much bigger difference than you might think. It can help you nurture relationships with your audience, connect with influencers, and improve customer experience.
If you want to get the most out of direct messages, you need to use them properly. Integrating the Quick Replies feature is one of the most important steps towards this.
What Are Quick Replies?
Instagram introduced this feature to business accounts without making a lot of noise. This might be one of the main reasons why it’s not getting the attention it deserves.
Quick Replies allows you to format different responses that you can add to direct messages so that you don’t have to type in answers to the same question over and over again.
An everyday Instagram user might not find the feature very beneficial, but pretty much every business will. Automating different processes will save you quite some time and improve the users’ perception of your brand due to increased responsiveness.
This can also help you increase your profits. A Twitter poll showed that people are willing to spend more money if they receive good customer service on social platforms.
Time is money, and by using Quick Replies, you can have more of both. Here are the steps that you need to go through to make this happen:
Depending on the intended use, there are all kinds of replies that you should compose. The first category relates to the most commonly asked questions that you get.
Go through your DMs and select a few questions that you get most often and then come up with proper answers. You can either copy your previous responses or create entirely new ones. These questions will often be in relation to prices, working hours, delivery methods, and similar matters.
Another situation where quick replies might prove themselves useful are promotions. Before you run a campaign, think about the most common questions you might receive and come up with the corresponding answers.
What’s important here is to make sure that the replies don’t sound generic. The tone of your replies needs to reflect your brand. This makes your brand sound more human, and human interaction is one of the top rising trends in customer experience.
This is a fairly simple process. There are three different options that you can choose from and that you’ll use in various situations. These include the following:
Creating a New Quick Reply from a DM Chat Thread
When you open a chat thread, you’ll see a few reply options. To create a new quick reply, tap on the icon that looks like a message bubble with three dots. Once you open it for the first time, you’ll see a short guide on the Quick Replies feature. Tap either the icon or New Quick Reply to write a response from scratch.
Write the response in the message bar and create a shortcut for it. The name of the shortcut can be up to 15 characters, so make sure to create shortcuts that you can easily navigate through. Once you’re done, tap the checkmark button to save the response.
After you’ve created the message, the guide will be replaced by the list of all available quick replies. To add more of them, tap the icon in the upper-right corner of the pop-up menu.
Turning an Existing Message into a Quick Reply
This method also requires you to be in one of the chat threads. If you find a message that contains all the necessary information, you can easily turn it into a quick reply.
To do this, tap and hold the response you want to add to your list of replies and select Save Quick Reply from the pop-up menu. You’ll see the same Quick Replies screen as if you were creating a new one, only the message field will be autofilled with your existing message.
From here, you can edit the message to contain all the relevant info. After you’re done, create a shortcut and save the new response.
Creating Quick Replies from Account Settings
From your profile, tap the hamburger menu to access your account settings. Scroll to the bottom of the pop-up menu, and go to Settings. From there, go to Business Settings and choose Quick Replies.
You should be able to see the list of all your quick replies. To add a new one, just tap the button and follow the steps from the first method.
You can create as many quick replies as you want. To edit and delete any of them, just access the list from the Business Settings menu and select the reply that you want to modify.
Once you’ve made all the quick replies you think you’ll need, you can add them to your DMs in two simple ways.
When you open a thread, tap the Quick Reply button within the message bar. You’ll see the list of your replies, so just tap on the one that you want to use. Edit it if necessary and then hit the Send button.
Another way to do this is by typing the shortcut key into the message bar. You’ll see a blue Quick Reply icon, so just tap it to add the message. Make any necessary adjustments to the text and send it.
A study by Microsoft found that customer service has a big influence on brand loyalty for 95% of consumers. This means that you need to go out of your way to show your customers that you care about them.
Instagram is perfect for this, and adding quick replies to your DMs can ensure that your audience gets all the information they need in an instant.
Don’t make the mistake of overlooking this feature like many did. Set it up as soon as possible, and you’ll be one step closer to being more responsive. At the same time, you’ll be cultivating positive brand perception and building trust among your customers.