Customer Support on Instagram Messages
Engage current customers – and acquire new ones – by delivering instant two-way conversational customer experiences.
Instagram Messages Offers Unique Opportunities for CX at Scale
Instagram has more than 1bn monthly active users, and 90% of that audience follow a business. Meta recently found that 2/3 of people use Instagram to interact with brands, making it the ideal platform for relationship building through meaningful customer conversations.
Quicker Engagement, Happier Customers
Brands can now respond to Instagram DMs, story tags, and comments directly, providing seamless and convenient experiences for consumers. What’s more, Instagram Messages is packed with service-rich features. For example, Quick Replies present the customer with a set of buttons in the conversation for the user to reply with. Whereas Ice Breakers — which appear when a customer interacts with your brand via messaging — present to the customer a brand-defined menu of frequently asked questions. Both improve the customer experience and issue resolution time.
Drive Commerce Across the Customer Lifecycle
Facebook has packed Instagram with a host of sales and marketing capabilities. The most notable is Instagram Shop, a mobile-first shopping experience that allows businesses to easily create online and customizable storefronts on Instagram.
Checkouts on Instagram also allow businesses to sell their products directly. Consumers can purchase products that they discover securely and seamlessly using Facebook Pay, without leaving the app.
Unified Conversational Customer Experiences
The asynchronous nature of Instagram Messages means that conversations can pause and resume at the customers’ convenience. This enables brands to improve the customer experience with two-way brand-to-consumer communication that is effortless and unique throughout the customer lifecycle for sales, marketing, and customer service alike.
Unify All Engagement Channels
Verint Channel Automation enables you to orchestrate the workforce across all engagement channels, dismantling silos and improving workforce agility. What’s more, through a unified view of customer interactions agents can provide more consistent and accurate customer responses.
Unify customer interactions across telephony and digital channels in a single agent desktop for better flexibility, agility, and agent capacity.
Learn More About Channel Automation
Your Customers Want to Reach You on Messaging Channels, Instagram Messages Enables:
Effortless Messaging
Respond to DMs, tags, mentions, or story reactions directly on Instagram. Engage across the buyer journey with customers inspired by images, videos, and reels looking for meaningful conversations with their favorite brands.
Automated Self-Service
A mobile-first shopping experience that turns your profile into a digital storefront, effortlessly turning browsing into buying. 70% of people come to Instagram for product discovery, so why not keep the whole customer journey in the same conversation?
Performance Marketing
Click-to-Messenger ads are optimized for efficient lead conversion. A click funnels interested customers from feed directly to a messaging conversation – with bespoke automated flows effortlessly driving consumers through purchases or sign-ups all within a single conversation.
Featured Messaging Channels
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