Experience management company Reputation has announced it is taking advantage of Facebook’s API for Instagram messaging, which the latter company recently launched at its developer conference, F8 Refresh.
The integration will bring Instagram messaging into Reputation’s new Messaging product, which provides a central inbox for customer messages from popular messaging applications including Facebook Messenger and Google Business Messages.
The solution is intended to remedy the fact that, according to data cited by Reputation, 70% of consumers say they prefer messaging a business to receive faster support and two-thirds of consumers reaching out via chat expect a response within ten minutes.
“Reputation is committed to helping businesses across industries build and execute winning CX strategies,” said Pranav Desai, vice president of Product Management, Reputation. “With Messaging, we continue to expand our interaction-to-action platform, transforming feedback into a competitive advantage. Messaging allows businesses to close the loop with customers faster than ever before.”
Among Messaging by Reputation’s features are:
- Review requesting, allowing companies to ask for reviews after customer conversations
- Message templates to answer common questions quickly, including via emojis, images and PDFs
- Resolution tracking capabilities, helping companies assign inquiries to the teams or individual’s, with the capacity to mark conversations as done when an inquiry has been completed
- Chat extensions to add text messaging widgets to websites
- Conversation reporting features to measure factors such as response rate, time to respond and time to resolution
“Businesses have been wanting to consolidate their social customer care efforts for years. The recent launch of our Messaging product was a big step toward addressing that need, and now we’re adding in another important customer communication channel with Instagram,” said Pranav Desai.
“Our clients already use Instagram to showcase everything from vehicles to apartments and more, so the ability to easily manage Instagram messages from customers in the Reputation platform will help clients capture more leads from their marketing efforts and speed up support response times.”
A number of companies have already announced new integrations with the API, such as conversational messaging platform Heymarket, which allows brands to manage messaging in a single location and shared inbox. AI-powered customer engagement solution Pypestream also said it was adding Instagram messaging to its roster of supported channels, as did conversational messaging company Gupshup.
“We are delighted that Reputation is launching Instagram support in its Messaging product. 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,” said Konstantinos Papamiltiadis, VP of Platform Partnerships at Messenger. “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.”
