As one of the first social customer service platforms to integrate with Instagram, we’ve seen many of our clients adopt #socialfirst practices for resolving incoming conversations on this fast growing channel. Instagram surpassed Twitter last year with 300 million active users to Twitter’s 284 million, and an impressive 49% of users utilizing it daily against Twitter’s 36%, validating it as an important social network on which brands need to have a presence. Once again, we are excited to introduce new features to help companies set the standard for serving their social customers.
Today’s release includes new capabilities that enable companies to monitor a wider net of conversations on Instagram, and the ability to engage with potential customers more proactively. As the only enterprise social customer service platform that offers this capability, companies using Conversocial are now able to manage indirect mentions of the brand in addition to replies on a brand’s owned Instagram channel, and to participate in these conversations at scale.
Conversocial’s new advanced listening functionality gives brands a chance to insert themselves into relevant conversations on Instagram rather than waiting for customers to come to them. The ability to monitor posts associated with specific hashtags and geo-locations opens up opportunities to engage customers outside of just your followers, and to surprise and delight with in-the-moment experiences. Kevin Systrom, CEO of Instagram, aptly summarized the vision of Instagram when he commented, "it’s a place where real people share real moments." This is especially powerful for for brands that have brick and mortar presences (storefronts, hotel properties, service locations), physical products/services, or with compelling marketing activities (consistent content, campaigns, ad spend etc) to turn neutral customers into positive advocates.
Photos speak a thousand words, and your customers are having millions of conversations about your brand. Instagram is often overlooked as a powerful customer service channel, but as consumers become increasingly mobile and share both positive and negative moments, brands can expect a significant increase in the number of actionable comments to manage.
By applying principles of the contact center efficiency to the dynamics of engaging on social, Conversocial empowers companies to effectively scale ‘in-the-moment’ social customer service. Request a tour to learn how you can take advantage of proactive engagement on Instagram.