Global cloud communications company, Infobip, 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 centre solution – ‘Conversations’- resulting in the need for fewer calls to a contact centre and a more seamless 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.
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 form deeper connections with their customers.
“We are delighted that Infobip is launching Instagram Messenger in their contact centre 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[i] making it one of the top six social networks worldwide and an increasing strategic communications tool for enterprises and institutions.
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 and making retail purchases, right through to some elements of banking. This same fast and simple capability can be brought to the contact centre. I am very pleased that Infobip can now offer our contact centre clients this popular communications channel and I look forward to seeing it positively impact their customers’ experience.”