Infobip lets businesses reply to users via Instagram

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London, UK and Vodnjan, Croatia: Infobip has added Instagram Messaging to the broad portfolio of channels available via its global Communications-Platform-as-a-Service offering.

The global cloud communications platform said that customer support agents within consumer-facing businesses will now benefit from the integration. They will be able to manage communication over Instagram via Infobip’s contact-centre-as-a-solution service – ‘Conversations.’ It will result in fewer calls to a contact centre 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.

The social media platform also holds the ability to deliver visual messages to many recipients quickly and conveniently. It 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 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 – Platform Partnerships, 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,” added Papamiltiadis.

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.

According to Infobip’s CPO Adrian Benić, 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 centre,” said Benic.

“And 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,” he added.

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