7 reasons why you should use Direct Messaging in your Marketing & Communication Strategy.

I have subscribed to several newsletters to which I get happy when I get a notification. Some I’m slowly unsubscribing to others. What I particularly enjoy is brands that share tips which help make life easier. The tips are as a result of a purchase made and aligns to that rather than their entire product/service portfolio.

What’s your reaction when you get a direct message from a brand?

Direct Messaging has evolved over time especially with inception of Digital. It has greatly allowed for easy straightforward communication, real-time engagement & convenience. Hand-held devices have become so affordable merging with the affordability of Internet access, a brand can communicate with its audience across the world with ease. 

Direct messaging platforms include;

• SMS
• Email
• Facebook Messenger
• Chat bots
• WhatsApp Business
• Social Media DM's

Why should a brand consider direct messaging?

• It allows better understanding of customer’s needs. In most cases it’s as a result of an inquiry from the customer that may result into a conversion for the business. The onset conversation can be in use of a chat bot where you populate questions which are frequently asked to gather general information. You then shift to one-on-one to gather specific details. Gathering of specific details allows you to segment you customers based on where they are on the buying journey & nurture quality leads for your business. 

• It allows sharing of  business updates; offers, new product launches, one-on one sessions for coaches. You need to stay at the top of your consumer’s mind or visible to them.

• It helps in tackling an issue before it escalates. An unhappy customer will always voice their issues online to capture a brands attention. Respond to them on the social media or alternatively engage via direct message.

• It makes for a re-marketing strategy to existing customers & customers who had shown intent to purchase prior. 

• It allows a brand to leverage on product feedback. With an existing network of customers and are looking to launch a new product or modify an existing one, customer feedback will be vital for successful sales.

• It allows a brand to leverage on brand collaboration. Reaching out to an influencer or people who use your product to work in partnership to raise awareness and ultimately increase conversions.

• It helps in Client Acquisition & Client Retention. Email is huge for acquisition to get people to take an online course, attend a webinar, download an e-book. For Retention use Direct Messaging to remind your customer that they are an important contributor every once in a while. Maintain those relationships because that's one primary reason customers choose to return.

' Direct Messaging can be a great way to resolve issues privately with an unhappy customers and also allow use  of more relaxed tone when talking to a potential customer. ~Elvis Mvoi '

On a recent The Social Circle twitter segment I posed the question " Texts from brand can in some occasions be annoying to the consumer. How can brands go about text messaging in their marketing? " Here are some responses from end consumers;

' Limit the number of texts sent to 3 or 4 in a month. '

' Use Direct Messaging if the customer or potential customer has supplied you with their contact. '

' Consider the Data Protection Laws in your country to avoid violation of customer privacy. '

To be part of future The Social Circle conversation lets engage on twitter.

Conclusion

Direct Messaging is here to stay so choose to make the most of it in both your marketing & communication. One-on-One interaction is always a memorable experience for a customer so make it worth their while for long-term value for both the business and consumer.

Thank you for taking the time to read. Comments are highly appreciated.

Remember to Stay Safe.