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Instagram DMs can be a powerful channel for customer service and cultivating relationships with your audience. However, overwhelming message volumes, inefficient workflows and a lack of structure can prevent social media teams from making the most of this engagement—and even hamper response times. Add on all of this to juggling Instagram management between your mobile phone separate from the rest of your social tools, and it’s no wonder some social teams feel overwhelmed.
If some of these challenges sound familiar, you’re not alone. In fact over the past few years, Sprout has received more than 1,000 requests for Instagram DM management in Sprout to help alleviate inbox chaos. Thanks to our partnership with Facebook, we’re excited to roll this feature out to more of our customers. As you get ready to take advantage of Instagram DMs in Sprout, we wanted to share some tips to not just keep your head above water, but to teach you how to expertly swim through your DMs.
In this article, we will walk you through three ways to build an efficient Instagram Inbox workflow:
The key to successfully balancing a high volume of Instagram DMs, story mentions, comments and @mentions is having the right systems and tools for the job. We’ll cover how to develop those systems, as well as how Sprout Social can help you further centralize and streamline all of your social messaging workflows.
The importance of planning and organization to achieve your Instagram customer care and community management goals cannot be ignored. When you’re managing a constant stream of incoming DMs, or your brand suddenly goes viral and a wave of @mentions floods in, having the right inbox infrastructure in place can make all the difference.
What does that organization look like? It can be as simple as identifying relevant message types or customer service message categories that you and your team should prioritize. For example, you may find that Instagram DMs tend to include escalated customer frustrations more than post comments. Similarly, responding to messages about shipping or order issues may be a more time-sensitive priority than quick emoji reactions to a recent Instagram story.
Understanding your priorities will help you focus your team and develop an infrastructure that elevates these important messages. Here are a few ways to further build out and automate some of these solutions using Sprout Social:
Because social media team sizes and roles can vary, effective collaboration and clear responsibilities are essential. This could mean designating customer care team members with different escalation capabilities based on expertise, or social teams submitting certain responses for manager approval. With a high volume of messages, having multiple team members in your Instagram inbox trying to tackle responses can be a headache.
Having infrastructure that clarifies each team member’s to-do’s and streamlines processes are critical to conquering your message volume. Here are a few ways to increase collaboration and to ensure your team members are working efficiently with Sprout Social:
Have you ever had a stress dream about a social media faux pas, typo or missing an important message? This is where setting up back up systems and automations can give you peace of mind, while also giving your customers a better experience when engaging with your brand on Instagram. You’re only human, after all—so leverage the tools at your disposal to make your life, and social media inbox management, easier.
The word automation can sound intimidating, especially when it comes to social media. But creating an automation doesn’t have to necessitate writing complex code or using autoresponders. Sprout lets social and customer care teams quickly create automations to ensure no messages or milestones slip through the cracks:
Customer care and community engagement on Instagram can be challenging. But the right planning and tools can free up time previously spent slogging through your Instagram inbox so you can focus on more strategic work. We at Sprout are very excited to continue integrating Instagram DMs into Sprout’s Smart Inbox and hope the tips above are helpful in navigating, organizing and responding to a high volume of Instagram DMs.
To get started developing optimal workflows and automations for your Instagram management, start a free 30-day trial of Sprout today.
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