Infobip’s new Messenger API for Instagram integration will help customer support teams provide fast and contextualized support to its Instagram users
Global cloud communications company, Infobip announces it has added Instagram Messaging to the broad portfolio of channels available through its global Communications-Platform-as-a-Service (CPaaS) offering.
Customer support agents within consumer facing businesses will now benefit from a unified and simple workspace where they will be able to manage communication over Instagram through Infobip’s contact-center-as-a-solution service – ‘Conversations’- resulting in the need for fewer calls to a contact center and a more seamless, improved customer experience.
With this new capability, Infobip’s clients are now able to handle messaging at scale on Instagram, connect to new customers and strengthen relationships with existing ones.
In a recent report dubbed A Year of Disruption: Managing Increasing Complexities in Customer Service, Infobip highlighted that companies manage their customer support across multiple channels. In the Philippines, 73% of survey respondents cited social media, particularly Facebook and Instagram, as important platforms for communicating with customers.
“Response time is key to unlocking meaningful connections, especially with Filipinos who are very active on social media. By expanding Infobip’s business messaging platform to include Instagram, Philippine companies are now presented with a complete array of cloud communication solutions to provide real-time customer service support,” explained Charist Montenegro, Country Manager of Infobip Philippines. Montenegro reiterated Infobip’s commitment to businesses in the country by making Messenger API for Instagram available via early access for brands, enabling them to simultaneously reach customers and respond to multiple messages and comments at a given time.
The social media platform also holds the ability to deliver visual messages to many recipients quickly and conveniently and has proven excellent for sharing these visual cues with consumers all over the world. This capacity has helped businesses online and off to form deeper connections with their customers.
“We are delighted that Infobip is launching Instagram Messenger in their contact center solution. The Messenger API for Instagram is now available for all developers who make it possible for brands to improve and enhance messaging experiences with customers,” said Konstantinos Papamiltiadis, VP of Platform Partnerships at Messenger. “By integrating the Messenger API for Instagram, businesses and developers can effectively scale messaging workflows to better own the customer experience and build more authentic relationships.”
Since its launch in 2010, Instagram has seen a meteoric rise to 1 billion active users making it one of the top 6 social networks worldwide and has become an increasing strategic communications tool for enterprises and institutions. About 90 percent of accounts are also seen to follow a business on Instagram, putting emphasis on the opportunities the platform presents to gain loyal customers. In its Digital 2021 report, We Are Social and Hootsuite noted a datapoint from Facebook on the potential of advertisements placed on Instagram to reach 15 million people in the Philippines.
Adrian Benić, Chief Product Officer at Infobip said: “It is clear that customers want to use their preferred channel of communication to connect with businesses and service providers. In fact, many customers today primarily choose to interact with brands through social media for everything from ordering food, requesting rides, making retail purchases right through to some elements of banking, and this same fast and simple capability can be brought to the contact center. I am very pleased that Infobip can now offer our contact center clients this popular communications channel and I look forward to seeing it positively impact their customers’ experience.”
To learn more about the benefits of providing customer service on Instagram, please visit here.
