Most social media platforms have their own direct messaging tools which can be used to send a message to someone that you may or may not follow. Many consumers online rely on social media when it comes to getting through to businesses and often expect an immediate response. Direct messages are ideal for one-on-one communication where there is lots of back and forth.
Direct messages are a great place for businesses to carry out customer service functions. Online businesses can use DMs to communicate directly and instantly with customers or followers to help answer any questions they may have, clarify order details or resolve disputes away from the public eye.
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