These days, delivering the best service to your customers means reaching them on the platforms they choose. Increasingly, this includes all kinds of messenger services, online apps, and even social media channels. Global leader in cloud communications for the mobile landscape, Sinch AB, is helping companies to branch out in that omnichannel environment.

Sinch recently launched a worldwide API for business messaging on Instagram, coinciding with the new availability of the Instagram Messenger API created by Facebook. The Messenger API offers companies access to scalable conversations with customers through Stories and Instagram DMs. The result is a more engaging experience between brands and their customers.

Connect with Customers Via Instagram

Thanks to the new development, Sinch customers will be able to access the Instagram Messenger environment through the Sinch Conversation API. This single powerful API allows companies to create engaging, rich conversations with clients through a range of widely used channels like Facebook Messenger, WhatsApp, MMS, SMS, and RCS.

Messaging tools are rapidly emerging as the central environment for conversations between brands and people in today’s digital environment. In particular, Instagram represents an important channel for many customers in the current landscape, allowing for better connectivity between customers, and stronger long-term relationships.

Instagram has over 1 billion active accounts around the world, and the social media site says that 81% of respondents say that they research products and services via Instagram. Chief Business Development Officer at Sinch, Eduardo Henrique, says that Instagram gives companies a simple and efficient way to reach customers and encourage sales.

Results from early Sinch Instagram access trials have been very positive, showing customers appreciate faster responses on a channel they love.

Unlocking New Channels for CX

Sinch had early access to the functionality behind the Messenger API for Instagram, and it provided taster sessions to companies like Leiturinha, a children’s book club with more than 800,000 followers. The company recorded a 35% reduction in comments from customers requesting assistance by Instagram DMs during the first 11 days of using the API.

Business messaging via Instagram also accelerates contact with users who @mention the brand in Stories, making communication feel even more interactive and dynamic. The response time to calls related to direct messages decreased by a massive 42% as a result of using the new Sinch API.

 

 



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