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Instagram is opening it’s doors to customer service and chatbots

Facebook has excitingly just announced it’s messenger API has been updated which will help businesses by allowing them to manage all communication across Instagram and Messenger. With this new update comes the introduction of new features which will permit businesses to respond immediately to frequently asked questions using chatbots while still offering the possibility to connect customers to live support.

Prior to this, businesses were only able to respond to customers through the Instagram app and Facebook’s unified business inbox which for larger brands raised some issues in efficiency. Big brands were not able to maximize opportunities without the right tools and that is why this update is a joyous occasion for those looking to optimise and increase their customer service experience.

This change has been revealed in light of instagrams move to implement shopping as its primary function with the launch of Instagram shops and other shopping features. According to Facebook, over the last year daily conversations between people and businesses on Messenger and Instagram combined grew over 40%. Currently in the stage of beta testing on big brand names such as Adidas. #conversational #commerce #messaging


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