At ICR Evolution we develop contact center solutions that substantially improve the experience between organizations and their clients. To make this happen, we have recently incorporated the social network Instagram to the channels available in our contact center and call center software. In addition to being a plus for building brand awareness, Instagram also adds brand credibility, storytelling, communicates values and allows the company to show itself in a way that is close to the audience. But there are still 4 more reasons!
4 reasons to use Instagram for customer service
1 – It is in the top 3 social media channels with the highest frequency of use: according to the IAB 2022 annual social media study, WhatsApp, Instagram and Facebook continue to be the social networks with the highest frequency of use (Instagram remains in second position for second consecutive year). More than 60% of people surveyed said they use Instagram daily, some even more than once a day. That is, you will be where your customers are.
2 – It is the most used social media channel to search for information before making a purchase: once you have the profile created, it is recommended to put together a strategy so that communication is organized and constant. You can take advantage of this space to answer frequently asked questions through stories, posts and reels. As a consequence, you relieve the workload of your contact center team and help prevent agent burn out.
3 – It is a powerful sales tool: 40% of the people interviewed by IAB declare that social media have influenced their final purchase of products/services, especially women and those under 40 years of age. Furthermore, as EVOLUTION is an omnichannel, all-in-one platform, you will have a 360º view of each customer’s history at your disposal. This way, the experience is more satisfactory for both your customers and your agents.
4 – Fundamental for young people, but transversal to many generations: data says that young people between 18 and 24 years old are the ones who spend most hours connected to Instagram. However, WhatsApp, YouTube, Instagram and X are the most transversal with respect to generation Z, alpha and millennials. That is, the audience is not limited to one age group.
And we can continue with the benefits, there are thousands! Here we tell you more about the integration of Instagram and EVOLUTION. Send us a message if you want more information, let’s talk!
