Instagram has teamed up with social customer service software company Conversocial to help brands communicate better and faster with their customers’ comments and questions directly on Instagram.
Customer queries on Instagram often get buried or go unanswered for long periods of time, if at all. Support teams are usually made up of marketers, not customer service representatives.
The partnership underscores Instagram’s wide consumer appeal and the importance of engaging customers via the platform with content and improved customer service.
Sixty-seven percent of companies believe that social customer service is growing in importance and is the most pressing short-term priority for contact centers in the U.S. and U.K., according to Forrester research.
Facebook, Google+, Twitter and YouTube are already using intelligent workflow software. The Conversocial platform allows social customer service agents to prioritize content, identify and respond to comments and assess quality control of brands’ responses. Key customer service metrics such as first response time are handled via a centralized dashboard.
Conversocial recently announced the addition of $5 million to its current round of funding, bringing the total round to $9.4 million.