November 10, 2020

Instagram for business: a new automated customer service channel

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Omnichannel customer service leverages its strengths! Facebook announced the long-awaited update to its Messenger API in order to support Instagram.

In addition to web chat, WhatsApp, Facebook Messenger, mobile app and telephone, companies can now provide service to their customers through Instagram. 

This new launch will let them manage conversations started from Profile, Shops and Stories sections.

The same experience across all channels 

Let's take Emma, a young millennial entrepreneur. Scrolling through her Instagram feed, she found a financial campaign advertising a credit program that seemed perfect for her. Emma sent a DM to the company and she’s still waiting for a reply.

Like her, other people have also contacted them for more information about their services, to get technical support or submit claims.

Since this is a big company, the account gets thousands of messages every day and struggles to provide immediate and efficient service.

With this new feature, the company can automate query resolution by connecting Instagram to a conversational AI chatbot.

This way, they can handle a higher volume of conversations efficiently from their customers’ preferred channel.

Plus, the connection to an AI solution will boost their sales strategy and improve the company’s general presence on Instagram.

And, last but not least, it will allow the business to offer a unified and personalized experience across all communication channels.

Related article: Omnichannel Customer Service: Why is It Important?

When will it be available?

The updated Messenger API is currently in beta testing. We’ll keep you posted with the latest news so you can add Instagram to your omnichannel customer service strategy. 

If you'd like to know how to implement an omnichannel approach to customer experience, get in touch with us!


Are you looking for new ways to improve your CX?

Our customer service solutions powered by conversational AI can help you deliver an efficient, 24/7 experience  to your customers. Get in touch with one of our specialists to further discuss how they can help your business.