Since the advent of artificial intelligence, the topic of discussion has always been which is better, automated or manual assistance. The reality is that both are excellent; in the case of using the Instagram platform, manual assistance never lets us down, and automated assistance makes life easier. What we mean by this is that we’re not here to belittle either; what we want is to debate which is best for sales and justify why we consider automation to be the most convenient option today.
When it comes to sending interactions via DMs, the best way to manage them quickly and efficiently is to try them manually. Although we can try to do it manually, the reality is that it requires extra help to streamline processes and create effective work routines. Additionally, by working with Instagram DM automation, you generate auto-replies, triggers, and better personalization, all without the need for much human intervention.
Now, we don’t expect to convince you with these simple words; therefore, our goal today with this article is to debate which customer service strategies are best for optimizing our service and digital marketing output.
Let’s get to work!
The Case for Manual Messaging
Let’s start this time by talking about the classics, that is, manual messaging, which never goes out of style and is still so necessary in today’s modern times:
Benefits of Manual Messaging
The first benefit you receive through manual messaging is the ability to interact through a human touch, which will bring authenticity to your service. In addition, you can build stronger and better relationships through personal conversations that encourage customers to manage their sales and service with confidence and without hassle.
Limitations of Manual Messaging
Like any program, manual messaging has certain limitations. These are based on the time it consumes, as it requires agents fully dedicated to this activity and capable of serving as many customers as possible in a timely manner. It’s also important to consider that it’s not the most cost-effective digital strategy. Finally, the difficulty level that can arise when trying to scale and generate greater growth for companies must also be taken into account.
The Case for Instagram DM Automation
Now, let’s talk about the most preferred one for the companies: Instagram DM automation. Thanks to this information, we can have a better conclusion about why everyone likes it more:
Benefits of DM Automation
Automation alone has great benefits, but when combined with a service like DMs, you get 24/7 availability to chat with your customers; responses in just seconds to boost interest and satisfaction; and the ability to scale your campaigns for better results and nurture your leads to drive growth quickly.
Drawbacks of DM Automation
Since nothing in life is perfect, there are also certain disadvantages when it comes to using automated DMs. For example, you run the risk of every interaction sounding robotic, generating greater distrust among consumers and the general public. On the other hand, it also has certain limitations when it comes to complex processes. The resolution a robot can provide will always be superficial; for now, it doesn’t surpass the empathy and agility provided by a human agent.
Instagram DM Automation vs. Manual Messaging: Side-by-Side Comparison
Now that we’ve evaluated each tool separately, let’s take on the task of comparing them to determine in detail how each one might work for us:
Response Time
In terms of response times, we can predict who will respond faster. That is, the Instagram automation bot is trained to send specific responses to DMs in seconds, while a manual response will take time to determine the best strategy, the appropriate thing to say, and how to handle the request, potentially taking a few minutes longer to respond. However, if we compare which one will provide the most satisfactory response, we can be sure that the human agent will do so.
Personalization and Customer Experience
When it comes to personalization and customer experience, manual support wins hands down. In other words, DM automation can generate positive experiences based on responsiveness, but it will hardly be able to match the level of humanized and empathetic support provided by a representative.
Best Use Cases for Each Approach
A great option to consider is using both strategies. You provide immediate responses to customers for repetitive messages and frequent inquiries, and keep live agents available to provide personalized assistance if needed. Ultimately, the goal is to create greater harmony by providing the best service at all times.
Tools That Make Instagram Automation Easier
While we’ve emphasized the use of automated DMs so far, it’s true that they’re not the only tool that can make your conversations easier and more efficient. On Instagram, you can take advantage of various features such as creating reels, stories with promotions, and Instagram comment automation. This allows you to:
- Encourage your customers to engage with your brand through your posts.
- Immediately respond to any frequently asked questions.
- Drive traffic to your brand and evaluate the performance of others.
- Generate greater overall interest and satisfaction.
Using Instagram for Business | Kommo Integrations
You can also consider other essential functions such as integrating other marketing tools, performing analysis and statistics, and more. That’s the beauty of automation: you have the opportunity to connect with others and grow your business without significant costs or complications.
Conclusion
In the end, choosing a winner seems like a complex decision, and it’s no wonder, since both options provide significant benefits and create an excellent work environment. Ultimately, it’s important to choose the one that best suits your needs. For example, if you have a small business and need to reduce your budget, automation will be your best ally. On the other hand, if you want to create more personalized and empathetic customer service without worrying about budget, manual support is your best ally.
We’re not going to lie to you either; we believe that every company needs to work with automation to create better results and propel their business toward success. Therefore, integrating it into your direct messages and starting to increase your productivity level isn’t a bad option.
