The Instagram Messaging integration makes it easier for brands to communicate with their customers using their preferred channels. Over the last few years, total daily conversations between people and businesses on Messenger and Instagram grew over 40%. (Facebook)
Benefits for Customers:
Customers who are moving online want to find your business on accessible channels that they are already familiar with
--> ⅔ of of users stated that they use Instagram to interact with brands
--> 90% of accounts on Instagram follow a business
They expect engagement, with immediate response to common queries and FAQ
Shopper are using Instagram from product discovery to purchase, i.e. across the entire customer journey
Benefits for Businesses
Messenger API for Instagram enable businesses to feed Instagram Direct messages into your existing CRM platforms, streamlining management & response
Improve customer experience from reduced wait time and faster response
Manage incoming customer conversations from multiples entry points:
--> IG profile page from ‘Message’ button
--> IG Stories
--> IG Direct Message search
--> Private replies on Feed post
Increase sales and conversion by driving more meaningful conversations
All in one inbox; streamlining management of messaging workflows, ensuring all messages from multiple platforms, will come into a single stream
Important info
Chat experience is very similar to Facebook Messenger.
Carousels are supported for product search and recommendations
Only missing features:
Text message with buttons, which can be replaced by Quick Replies until added by Facebook
Attachments (but images are supported)
Level of effort/development required
Technical Requirements:
Facebook business page must be verified
Business phone number
Instagram Specific data requirements (Facebook Business ID, Address, Description, Logo, etc)
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