Infobip, a global cloud communications platform has announced the addition of Instagram Messaging to its portfolio to help customer support teams provide fast and contextualized support to its Instagram users.
Instagram Messaging, according to the company that enables businesses to build connected experiences across all stages of the customer journey, will help customer support agents within organisations to 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.
“The Instagram Messaging channels will be available through our global Communications-Platform-as-a-Service offering and will result to fewer calls to a contact center and a more seamless, improved customer experience,” said Konstantinos Papamiltiadis, VP of Platform Partnerships at Messenger.
While expressing delight that Infobip is launching Instagram Messenger in their contact center solution, Papamiltiadis noted that 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.
He added that with this new capability, which is now available for all developers who make it possible for brands to improve and enhance messaging experiences with customers, Infobip’s clients are now able to handle messaging at scale on Instagram, connect to new customers and strengthen relationships with existing ones.
Also commenting on the new channel, 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.”
The social media platform 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.
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 increasingly strategic communications tool for enterprises and institutions.