What do you do when you are in doubt about buying a product or contracting a service? You search on Google, on their website, and, quite possibly, on their social networks. The first option: Instagram. You explore the brand profile and find the information you are looking for in featured stories. The level of conviction rises to 90%, but you still have doubts. You send a message to the company, a person responds immediately and clears up your doubts. Done, it’s time to buy. Sounds easy, right? Unfortunately, this is still a fairly utopian scenario. Few companies have incorporated Instagram for business into customer service. Or at least that they have managed it successfully.
Instagram for companies: the current scenario of the contact center
However, Instagram for businesses has many benefits. In addition to being a plus for building brand awareness, it also adds to the credibility of the brand, offers the possibility of telling a story, communicating values and being close to the audience.
If we add to this the possibility of having a conversation with a customer service agent through Instagram, the customer experience improves exponentially. It is extremely important to add Instagram to the other channels to be able to integrate them into your omnichannel strategy.
4 Reasons to Incorporate Instagram for Businesses
If you haven’t discovered it yet, here we’ll tell you why you should use Instagram for customer service:
1 – It ‘s in the top 3 social networks with the highest frequency of use
According to the IAB’s 2022 annual study of social networks, WhatsApp, Instagram and Facebook continue to be the Social Networks with the highest frequency of use (Instagram remains in second position for the second consecutive year). Over 60% of people surveyed said they use Instagram on a daily basis, some even more than once a day.
This means that you have more than one opportunity a day to impact your audience and transmit your value proposition.
It is very important at this point to emphasize the importance of working alongside other teams, such as marketing and sales. Your teammates will be able to help you define messages and get them to the right audience. And if someone needs extra help, you will be there with your contact center team ready to answer all questions and guide customers on the path to completing the sale.
With EVOLUTION in your contact center you will have a wide variety of instant messaging channels available, so that your customers can communicate with you whenever they want.
2 – It is the most used social network to search for information before making a purchase
If you start from 0 in this social network, you should know that the first step is to create a Professional Profile. This way you will have more communication tools, statistics, possibilities to personalize your profile, among other things.
Once you already have the profile created, the next step is 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. In this way you relieve the work of your contact center team and help prevent agent burn out.
It is also important to highlight that Instagram is the social network best valued by professionals in relation to the use that is given to it in their organizations at a commercial level. This means that the results are good and that Instagram for business contributes greatly to the main objective: increasing sales.
Focus on your omnichannel strategy to have all fronts covered and ensure that everything in your contact center works organically. Here we explain how to create an omnichannel strategy from scratch.
3 – It is a powerful sales tool
40% of the people interviewed by IAB declare that Social Networks have influenced their final purchase of products/services, especially women and those under 40 years of age.
We already know that the contact center is a powerful sales tool in itself. The data validates that incorporating a prestigious social network such as Instagram for companies has a key impact on customer support in this instance so close to the sale.
In addition, since EVOLUTION is an omnichannel, all-in-one platform, agents will have a 360º view of each client’s history at their disposal. In this way, the experience is more satisfactory for both your customers and agents.
4 – Fundamental for young people, but transversal to many generations
Data shows that young people between the ages of 18 and 24 are the ones who spend more hours connected to Instagram. However, WhatsApp, YouTube, Instagram and Twitter are the most transversal to generation Z, alpha and millennials. Which means: the audience is not limited to an age group.
Additionally, Instagram owns a large user base from different geographic locations, allowing businesses to reach a diverse and potentially broader audience.
Therefore, we can conclude that almost any type of company can benefit from Instragram among its communication channels.
With EVOLUTION in your contact center you will have Instagram from day 1 as part of your omnichannel strategy.
Let’s talk! Do not miss the opportunity to get a little closer to your customers. You will be where your people are and at the right time to resolve their queries. Request a demo now.
