Additionally, and as a main benefit, Instagram offers companies a great capacity for interaction with their customers through questions, surveys and private ios database messages , to mention a few examples. The truth is that most customers, before purchasing a product, carry out their searches and queries on this social network.
81% of respondents said they find Instagram useful for researching products and services, according to a survey commissioned by Facebook Inc.
Business owners who use Instagram to promote their products or services are looking to generate engagement and loyalty to their brand among their customers. Connecting with users through Instagram messaging is essential to attract and retain their customers.
The reality is that customer service via Instagram private messages is gaining more and more importance, due to its immediacy and more direct communication with the brand.
According to Instagram, 150 million Instagram users start a conversation with a business every month for general inquiries.
However, managing messages directly in the application is quite challenging for companies, it requires the attention of resources exclusively to a single communication channel, and even then customers wait longer than they should, and do not always receive a response:
83 % of people expect companies to respond to a social media question or complaint within a day.
Almost half of people expect a response within an hour.
45 % of brands took more than five days to respond to messages through their social networks.
These results demonstrate that fragmented communication channels without a unified strategy will often result in dissatisfied customer experiences and therefore lost sales, the ideal is to have contact center software tools that allow you to manage customer communication in a unified way.
At ADR Technologies we are partners of leading companies in the development of contact center platforms, offering our clients the possibility of expanding their customer service channels, making business-to-customer communications more fluid and real.
With this type of tool, regardless of the channel the customer chooses to communicate, messages will be concentrated in an inbox to facilitate 360 communication with the customer.
