November 18, 2024
Why You Should Never Use a Company’s DMs for Urgent Issues
Colleen Bierstine
Picture this: you need help from a company immediately, so you want to choose the quickest form of communication. Maybe your heat went out in the dead of winter, and you need your HVAC company’s help ASAP. Maybe you’re wondering if your favorite store that’s a bit of a drive away has the product you need in stock before you get in the car today.
A quick DM to them would be the fastest way to get an answer, right? It may not!
In fact, if you have a truly time-sensitive issue, as a social media manager, I never recommend going the DM route. Here’s why: most companies’ DMs are being managed by a social media manager (like me) – NOT the main decision-makers and problem-solvers at a company. A lot of those types of roles never even look at social media accounts.
That means, when you DM your local plumbing company that your pipes burst and you need immediate assistance, the social media manager is the one who sees it. He or she has little power to solve your issue. Now, any good social media manager like myself will do their best to promptly triage your request and reach out to someone at the company who can help you. But this costs you time.
We may not be able to reach someone right away, or we may have to try multiple people before we find the right person. Whereas, if you’d made a phone call to the company instead, you most likely would’ve been immediately connected to someone who can help.
I get it – nobody really likes phone calls nowadays. But if you have something you truly need assistance with right away, it’s the best way to ensure you get it. However, if your question or concern can be easily addressed by a social media manager, or if you can wait up to 24 hours for a response, please feel free to send a message. Social media managers are happy to help when they can!
Tips for Business Owners & Decision-Makers
As a business owner or decision-maker, you may be wondering how to ensure your customers contact you the right way, depending on their needs. Here are five strategies to steer customers toward the right channels for urgent needs:
Set up automated responses on your social media platforms that provide immediate instructions, like emergency contact numbers or links to live chat on your website. Make it clear that urgent issues are best handled via these alternative channels.
Ensure that emergency contact details are highly visible on your social media profiles, posts, and pinned content. Clearly state that urgent issues should be directed to a specific phone number or service line.
Regularly post and highlight guidelines for contacting your company, emphasizing the preferred methods for urgent situations. Educate your followers about the best ways to get timely assistance.
When you do receive urgent messages on social media, quickly respond with a redirect to the appropriate contact method. For example, “Hi there! For immediate assistance, please call our 24/7 emergency line at [phone number].”
Run campaigns that educate customers about the importance of using the correct channels for urgent needs. This can include blog posts, emails, or even short videos explaining why calling is more effective for emergencies.
