The international cloud communications company, Infobip, has just added Instagram messaging to its already extensive portfolio of channels available on its global CPaaS platform.
With it, customer service agents of consumer-oriented companies will greatly benefit from a unified and simple workspace in which they can manage communication through Instagram through Infobip’s Conversations solution for contact center. Fewer calls to the call center will be required for a smoother and improved customer experience.
With this new functionality, Infobip customers will be able to manage messaging at scale on Instagram, connect with new customers and strengthen their relationships with existing ones.
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The social media platform also has the ability to send visual messages to many audiences quickly and conveniently, and has proven to be excellent at sharing such visual communications with consumers around the world. This functionality helps companies, both online and offline, to better connect with their customers.
“We are delighted that Infobip includes Instagram Messenger in its contact center solution. The Messenger API for Instagram is now available to all developers who make it possible for brands to improve and optimize the messaging experiences of their customers,” he says in this regard. Konstantinos Papamiltiadis, Vice President of the Platform Partnerships at Messenger. “By integrating the Messenger API for Instagram, businesses and developers can more effectively scale messaging workflows to shape the customer experience and build more authentic relationships.”
Since its launch in 2010, Instagram has experienced a meteoric rise to reach one billion active users, which has made it one of the six most important social networks in the world, and is becoming a strategic communication tool every time. most important for companies and institutions.
For his part, Adrian Benic, Product Director at Infobip, said: “It is clear that customers want to use their preferred communication channel to connect with companies and service providers. In fact, many customers choose to interact with brands through social media for everything from ordering food, booking trips, shopping, to managing your finances. This same quick and easy capability can be brought to customer service. We are proud that Infobip can offer customers contact center departments of our clients this popular communication channel and I look forward to seeing how it positively affects the experience of their clients. “
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