Do you like Twitter ads or hate them? They can have an impact on your social marketing and customer service. They are able to give you a lot more power, and vice versa, but the thing that they give you is that great power comes with great responsibility. So how is that going? We will try to think of it sometime.
What is meant by ‘DM’ on Twitter, and how do you use it to your advantage? Let’s take a look at that, shall we?
What does DMs really mean on Twitter?
DMS are the private messages that are sent on Twitter. It is possible to send private twitter messages to people that you follow and people who do not follow, if they have their Twitter DM settings publicly visible.
How do you send me a DM on Twitter?
It’s very easy to DM someone on Twitter. Go to their page, and click on the little envelope in the top right, next to the button that says ‘FOLLOW’. We will be open to chat with this person or business.
You are able to send the message right away.
How private are Twitter DMs?
Yes. You cannot let anyone else on Twitter see your conversations with people who use dms on Twitter.
You are allowed to message any person who has their dms open, even if you do not follow them. When you set your DMs to open, anyone on Twitter can message you as well.
How can people get in touch with you on Twitter?
Then, go to your messages inbox, and click on the wheel at the top of it. On this page, there are many options for you to choose from. You are able to opt-in to receive dms from people on Twitter, whether you follow them or not. And other users also do that.
You have to check the blue boxes.
The default setting is “off”, so unless you go in and change it yourself, you still won’t be able to receive DMs from anyone you don’t follow.
Although this might make sense for a personal account, you should do it when it comes to your business. After all, all it does is to make it easier for your fans and customers to find you, which is always a good thing.
I have automated my social media – so should I also automate my DMs?
It is a classic blunder to send out too many automated tweets to your followers, and it is sure to alienate your fans. In some cases, you can use some software or app to automatically DM Twitter users, but that does not mean that you should do it.
You think it’s a bad idea? That is what you should be.
By sending an automated DM to anyone – whether he is following you or not – it is spammy and insincere. Dms are meant to be for genuine one-to-one communication, not robo-messaging. So, you can message way more people than you were previously able to.
It also means no skeezy sales pitch.
Email marketing’s value to both businesses and consumers is pretty well-documented. As consumers become more accustomed to receiving lots of marketing emails, those emails can offer seriously valuable rewards to the people who send them.
However, the same cannot be said about private messages that people send on social media.
Dms are usually reserved for private and personal conversation. They are not the preferred way for marketers to send their promotions, and that certainly isn’t the preferred way for consumers to receive them, too.
DMS are very poorly suited to marketing your brand. When people cold call someone on their home phone, you are doing something aggressive, one-on-one, that shows that you are more interested in grabbing opportunities than in respecting someone’s boundaries.
So what is the purpose of Twitter DMs?
So, I have told you that you shouldn’t be using DMs on Twitter. So here are some Twitter DMs suggestions for you to make the most out of this handy tool.
1. Social customer service – they allow you to engage with someone discreetly, making the conversation more private and organic than a series of updates tagged with each other’s name.
Among other things, though, providing customer service means engaging in a way that suits the customer, and that means deferring to their terms.
When you invite someone to do something for you, leave the decision of what you should do to them.
When you need to know information that some customers may not be comfortable sharing publicly on Twitter, it is possible to suggest that they send you a DM. Do not forget that your customers are not necessarily as well-versed in social as you are. The people who were involved may not have realized that DMS was an option.
Not only does this leave the ball in their court and give them the freedom to choose how best to contact you – they may decide to email sensitive info, instead, for example – but it also shows other users that the situation is being handled.
Because Twitter interactions are open to anyone, if there is a back-and-forth between you and a customer that suddenly ends, without any explanation, it may seem that you have left the customer hanging. If the issue ends with that customer inviting you to dm you, that is proof that the issue was resolved privately, not by anyone else.
If a customer service inquiry doesn’t require the sharing of private information, though, and the customer chooses not to seek support via DM, that’s their prerogative. It’s the same reason you should opt into the feature in the first place – allow your customer to reach you on their own terms, rather than trying to force them off the path they chose.
In this kind of situation, an auto-dms system can also help you. You can also set up a message that is automatically sent to customers when they reach out to you. Similar to this:
2. That will stimulate conversation.
You’ve seen someone tweeting about a subject that you are knowledgeable about. Do you want to talk to another thought leader? So why not send them a message to start a conversation.
As for social media, it is called such. You want to talk to people, and you do not shy away from them. On Twitter, you are not permitted to send your DM to people in order to shamelessly promote yourself. But you can start conversations that are valuable.
It is important that you make connections and collaborate with other people in your industry in order to get your brand name out there. For example, when you want to collaborate with influencers or other brands, use your Twitter DMS to make connections with relevant people.
Twitter even helps with this by giving Twitter dm suggested users for you to reach out to.
You should make sure that your messages are tailored to your audience and that they are relevant, and not that they are spammy.
How are you using Twitter DMS?
The Twitter Dms capabilities are certainly impacting the way businesses use social media – in ways that are both good and bad.
As with any tool or feature, the important thing is to take advantage of it without taking advantage of it, because the temptation to overstep your bounds will always be there.
So now that you know how to send a DM on Twitter, why not do that? Have you been using DMS for a while? Write a review of your experiences with Twitter DMs in the comments section.