Today, we are announcing updates to the Messenger API to support Instagram messaging, giving businesses new tools to manage their customer communications on Instagram at scale. The new API features enable businesses to integrate Instagram messaging with their preferred business applications and workflows; helping drive more meaningful conversations, increase customer satisfaction and grow sales. The updated API is currently in beta with a limited number of developer partners and businesses.
Instagram is a place for emerging culture and trend creation and discovering new brands is a valuable part of this experience. Messaging plays a central role in helping people connect with brands in personal ways through story replies, direct messages, and mentions. Over the last year, total daily conversations between people and businesses on Messenger and Instagram grew over 40 percent. For businesses, the opportunity to drive sales and improve customer satisfaction by having meaningful interactions with people on Instagram messaging is huge.
"Instagram is a platform for community building, and we’ve long approached it as a way for us to connect with our customers in a place where they are already spending a lot of their time. With the newly launched Messenger API support for Instagram, we are now able to increase efficiency, drive even stronger user engagement, and easily maintain a two-way dialogue with our followers. This technology has helped us create a new pipeline for best-in-class service and allows for a direct line of communication that’s fast and easy for both customers and our internal team." - Michael Kors Marketing
Businesses want to use a single platform to respond to messages on multiple channels. The Messenger API now allows businesses to manage messages initiated by people throughout their Instagram presence, including Profile, Shops, and Stories. It will be possible for businesses to use information from core business systems right alongside Instagram messaging, enabling more personal conversations that drive better business outcomes. For example, businesses integrating with a CRM system can give agents a holistic view of customer loyalty. Furthermore, existing investments in people, tools, and workflows to manage other communication channels can be leveraged and extended to support customers on Instagram. This update will also bring Facebook Shops messaging features to the Messenger API so businesses can create more engaging and connected customer experiences.
To get started, businesses can easily work with developers to integrate Instagram messaging with their existing tools and systems.
Customers value responsiveness when they have questions or need help from businesses. For the first time on Instagram, we’re introducing new features that will allow businesses to respond immediately to common inquiries using automation, while ensuring people are seamlessly connected to live support for more complex inquiries. One of our alpha partners, Clarabridge, reported their client brands had improved their response rate by up to 55% since being able to manage Instagram DMs through their platform.
The updates to the Messenger API are part of our overall effort to make it easier for businesses to reach their customers across our family of apps.
Messenger API support for Instagram is currently in beta with a focus on providing high quality, personalized messaging experiences on Instagram while increasing business efficiency. Adidas, Amaro, Glossier, H&M, MagazineLuiza, Michael Kors, Nars, Sephora and TechStyle Fashion Group and other consumer brands are already participating in the beta program. We are excited about early results some businesses saw during alpha testing, including higher response rates, reduced resolution times, and deeper customer insights as a result of integrations. We’re also testing with a limited number of developer partners; and are delighted at the initial response.
"On average, brands have saved at least four hours per agent per week by streamlining social community management within the Khoros platform, plus shortened response rates during business hours — which is crucial to meet as customers who message brands on social media expect a quick reply." - Khoros