GLOBAL cloud communications company Infobip announced that it has added Instagram Messenger 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-center-as-a-solution service, “Conversations,” resulting in the need for fewer calls to a contact center 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.
In a recent report dubbed “A Year of Disruption: Managing Increasing Complexities in Customer Service,” Infobip highlighted that companies manage their customer support across multiple channels.
In the Philippines, 73 percent of survey respondents cited social media, particularly Facebook and Instagram, as important platforms for communicating with customers.
“Response time is key to unlocking meaningful connections, especially with Filipinos who are very active on social media. By expanding Infobip’s business messaging platform to include Instagram, Philippine companies are now presented with a complete array of cloud communication solutions to provide real-time customer service support,” said Charist Montenegro, country manager of Infobip Philippines.
Montenegro reiterated Infobip’s commitment to businesses in the country by making Messenger API for Instagram available via early access for brands, enabling them to simultaneously reach customers and respond to multiple messages and comments at a given time.
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 online and off to form deeper connections with their customers.
“We are delighted that Infobip is launching Instagram Messenger in their contact center 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, vice president 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,” he added.
Since its launch in 2010, Instagram has seen a meteoric rise to one billion active users, making it one of the top six social networks worldwide. (PR)