With the use of Twitter as a social media platform for brand, an important area that most people forget to use is that of the Direct Message feature. The DM was integrated into Twitter to let Twitter users send other individuals on the social network private messages that wouldn’t be seen by others.As a brand, however, this feature lets you reach out to your customers in a more personal way.
Here are the few things to remember when using the DM feature as a brand:
1.Do it as a tool for Customer Service: The DM’s most efficient use would be for customer service.
To gather feedback: About services or products from customers. You can ask for inputs from them via a DM, or respond to a DM and address their issues.
To receive complaints and respond: Using the DM feature also allows your customers to talk to you in private about their complaints. Make sure to respond timely, or they’ll be tempted to take their complaints public.
2.Do use the feature to send coupons, promotional offers The DM also makes it great for you to conduct contests and send your customers coupons, promo codes, etc
3.Don’t spam your customersYour customers have the power to see your DMs or block them out. This means you have to send them relevant content, and time it well. Even good content sent out too many times can make your customers get bored of you, and hence tempt them to block you.
4.Don’t forget to have a strategy Having a strategy ensures that you efficiently communicate with your customers and that you aren’t redundant. The best way to do this is to measure the social media impact of your content and to build on it to make sure you make it stronger.