At least technically (I’ll get to that part where third-party tools can improve on that experience in a short while – because that’s actually what I’m here for.) And they can do it for free, without any third-party autoresponder tools involved. If you haven’t, let me outline really quickly how it works.įor a couple of years now, Instagram business users have been able to set up an auto-reply on Instagram in response to people’s direct messages. You might have heard – or even used – Meta’s auto-replies to Instagram DMs. How the Instagram DM auto-reply feature works So let me tell you how it can actually improve it instead.Īnd for that, let’s focus specifically on Instagram. Now, you might be worried that automation can lower the quality of your customer service on social media. Especially if they have multiple social media accounts to handle. Some also still struggle to effectively communicate with customers on social media, including Instagram, in the first place. People contact brands on social media, and they expect at least the same level of customer service they get on other channels (assuming you already provide excellent customer service elsewhere.)īut the reality is that some companies still have a gap between social media customer service and their other customer support channels. There is simply no way to bypass building an excellent customer service experience if you want to be successful.Īnd it’s also true for social media customer service – to use the classic phrase from pandemic times, now more than ever. That branding you spent so much of your marketing budget on won’t do much if your customer service is not up to par. A great product is suddenly not that great if its customer support sucks. We all know that good customer service is one of the foundations of a successful business. Let’s talk about customer service, social media, and automation

Meta instagram customer service