On the strength of its one billion users, Facebook is bringing the Messenger experience directly to (many) Instagram users by finalizing the merger of the various messaging services in its ecosystem (Messenger, Whatsapp and Instagram).
Over the past year, the total number of daily conversations between users and businesses on Messenger and Instagram has increased by over 40%.
For businesses, the opportunity to boost sales and improve customer satisfaction on messenger is huge through the use of an Instagram Chatbot. Here are our favorite automation use cases that will put a smile back on your community's face.
1/ Order tracking
You've spent a lot of energy and budget on a brand that your customers love. Problem: your community can't wait to receive your products now!
The ransom of glory in itself, which isn't a problem now: Don't deal with these queries manually any more, and fill your customers in with automated self-service order tracking, integrated into your Instagram messaging, just like on Messenger.
Your customers are just one order number away from knowing the status of their order, without leaving their favorite application!
2/ Drive-to-store and lead qualification
Since the arrival of boutiques on Instagram, the platform has been motivating people to buy from its app. And the community wants more: answer the questions that invade the comments of your publications and other responses to stories in an automated way. Ask questions about in-store availability, and advise on the right product/service, promo code distribution or how to join your loyalty program.
Instagram Chatbots will be able to automate answers to these worthless recurring questions. That's good news for your customers eager to visit you in-store.
What's more, Facebook's API lets you track the customer journey.
You have the tools to personalize the conversational experience depending on whether your customer has viewed your profile, your stories or your Instagram-native store.
3/ Personalized customer service
Once pre-sales questions have been answered, be impeccable on post-sales queries with an Instagram chatbot.
Recurring answers to customer service questions can be easily automated with the right platform, and a referral to an advisor for complex questions is always welcome to help resolve a customer ticket, while reducing the burden on customer support.
What's more, this is also an opportunity to collect customer feedback, and why not get some inspiration for your next products/services!
If you'd like to find out how a chatbot can improve your customer service, especially on Instagram, it's over here!
