Genesys, a global leader in cloud customer experience and contact centre solutions, announced new Messenger API support for Instagram. The support will provide companies with a new way to interact and curate personalised experience across marketing, sales and service for customers on one of the world’s largest social media platforms.
As Instagram is quickly becoming a main channel for companies to engage consumers with its global reach and a growing audience of more than a billion users. With 90 of its users following at least one business account, 50 percent of users are more interested in a brand when they see ads for it on Instagram. This creates so much opportunity for companies to deepen relationships with customers and establish personal connections in a way that builds trust and earns loyalty.
Genesys will now allow companies to interact with consumers through private Instagram messaging to provide personalised experiences at scale, to answer product questions, address concerns and much more, all based on their customer profile and service history. If the consumer seeks deeper engagement, they can initiate a conversation with a live representative right from the messaging feed.
Barry O’Sullivan, Executive Vice President and General Manager of Genesys Digital and AI, said:
“Instagram is one of the most influential social platforms, but until now, brands haven’t been able to fully tap into the marketing potential of the platform as there wasn’t an easy way to privately respond to questions and provide information at scale.”
“With Messenger API for Instagram, we can enable brands to engage at a deeper level to influence the consumer journey from discovery to purchase, forging stronger customer relationships while extending the value of marketing spend.”
Konstantinos Papamiltiadis, VP of Platform Partnerships at Messenger, said:
“We are delighted that Genesys is launching Messenger API support for Instagram on its platforms. The Messenger API for Instagram is now available for all developers who make it possible for brands to improve and enhance messaging experiences with customers.”
“By integrating the Messenger API for Instagram, businesses and developers can effectively scale messaging workflows to better own the customer experience and build more authentic relationships.”
Genesys’ support for the Messenger API for Instagram builds on the company’s customer experience leadership across digital channels, including Facebook, WhatsApp, webchat, SMS, and email.
