Save Time and Deliver Better Experiences with Instagram Chatbots

In the early days of Instagram, the platform was primarily used as a way for individuals to share photos and videos. Today, it plays an important role in the purchase journey of many consumers. In fact, 72% of Instagram users have made a purchase decision based on something they saw on the platform.

Of course, shoppers consume content posted by brands on Instagram. But they’re also reaching out to engage with brands via this channel. Recently, we took a close look at how consumers leverage Instagram to connect with brands throughout the purchase journey.

Consumers have high expectations. Chatbots are key to meeting (and exceeding) those expectations on Instagram. 

Read on to learn why winning brands are prioritizing chatbots on Instagram – and get some practical examples of how your business can start leveraging them today. 

Why Leverage Chatbots on Instagram?

There are many reasons why it makes sense for brands to leverage chatbots on Instagram. Let’s take a closer look at three that rise to the top. 

Consumers Want to Engage With You Via Instagram

Picking up the phone and calling a toll-free number was once the go-to way of engaging with a brand. Today, that’s no longer the case.

Increasingly, consumers are trading phone calls for the convenience of messaging channels. Per Meta, 63% of people prefer messaging to calls or emails when it comes to interacting with businesses. Furthermore, 66% of online adults indicate messaging is their preferred way of communicating with a business.

66% of online adults say messaging is their preferred way of communicating with a business.

Meta

Businesses that are equipped to engage with consumers via messaging channels are rewarded. Facebook research also tells us that 66% of online adults are more likely to make a purchase from a brand that they can contact via messaging.

66% of online adults are more likely to do business from a brand they can contact via messaging.

Facebook

Of course, there are many popular messaging channels out there. But Instagram is one that must be on your radar. Why? According to a recent survey, nearly half of consumers are currently using or open to using Instagram Messenger to interact with brands.

48% of consumers are currently using or open to using Instagram Messenger to interact with brands.

1440, Consumer Communication Preferences Survey

Consumers are using Instagram to engage with brands. If you’re not equipped to engage with shoppers there, you’re guaranteed to lose sales to a brand that is. 

Consumers Have High Expectations – But Most Brands Aren’t Delivering

When a consumer reaches out to a brand, they’re usually not willing to wait long for a response. According to Salesforce research, a staggering 83% of consumers expect immediate engagement when they reach out to a brand.

Consumers reaching out via Instagram are no exception. Yet, most brands fail to meet consumers’ expectations on Instagram.

In a recent study, 270 company profiles received messages via Instagram Messenger. Over half of the brands didn’t respond at all. Among those who did respond, a mere 22% did so within an hour.

This is a huge missed opportunity – and a sure way to lose customers. 

On the other hand, strategically leveraging chatbots is a powerful way to meet your shoppers’ expectations via Instagram. This will set you apart from the competition – and drive sales and loyalty. 

Customer Care Teams are Stretched Thin

Customer expectations have never been higher. Yet, at many brands, resources have remained flat – or even decreased. 

While customer care teams are shrinking, they’re expected to deliver outstanding experiences in a timely manner. It’s no wonder why 78% of service agents feel it’s difficult to balance speed and quality!

78% Of Service agents feel it’s difficult to balance speed and quality.

Salesforce State of Servie Fifth Edition

When you leverage chatbots on Instagram, you can serve a larger volume of customers – without the need to add an additional headcount.

Chatbots on Instagram can be set up to address routine questions and complete simple tasks (we’ll share some concrete examples later on). Your customers get the timely responses they’ve come to expect, any time of day. And your live agents are freed up to address more complex matters. 

The Bottom Line: Chatbots Help Brands Save Time and Money While Empowering Them to Deliver Great Messaging Experiences via Instagram

To recap, by leveraging chatbots on Instagram, your brand can:

• Engage with customers via their preferred platform
• Meet the lofty expectations of those customers, which will set you apart from the competition
• Decrease caseloads for your live agents, freeing up their time to handle more complex cases.

Practical Examples of Leveraging Chatbots on Instagram to Deliver Winning Experiences 

Instagram chatbots can help brands deliver great messaging experiences that convert and retain customers. But getting started with chatbots on Instagram can seem overwhelming. 

To help you get started, let’s take a look at some simple, practical ways to leverage chatbots on Instagram throughout the purchase journey.

Lead Generation 

The death of the third-party cookie is imminent. As such, brands must make it a priority to collect first-party data. A chatbot can automate the collection of this data on Instagram.

When a consumer initiates a chat with you on Instagram, a chatbot can collect their contact information. That way, their information (and the conversation) can become part of the single source of truth you have about the customer. That data can fuel future, personalized experiences that can drive sales and loyalty.

Store Details

While e-commerce is growing, brick-and-mortar is still alive. If you have physical store locations, you may have customers that reach out to get details about those locations, such as:

• Hours
• Location
• Where to buy products in-store
• Product availability

A chatbot can address customers’ inquiries related to your brick-and-mortar locations. Customers quickly get the information they need – and you reduce the number of inquiries that need to be handled by a live agent. 

Appointment Scheduling

If you’re a brand that offers in-person services, appointment scheduling is probably one of your most common types of inquiries. This is a great use case for an Instagram chatbot.

Simple Product or Service Inquiries

After seeing a paid or organic post from your brand, a customer might have a question about a specific product or service. You can set up a chatbot to address simple product inquiries. This removes purchase barriers – and increases the likelihood that the shopper will make a purchase.

Policy Information 

Sometimes, a customer might have questions that aren’t about a specific product, but rather about a process or policy. For example, they may inquire about your returns and exchange policy. Or, they may ask about your appointment cancellation policy. 

These are all inquiries that can be addressed via chatbot. Simple questions can be answered directly via the chat. Chatbots can also share links to knowledge articles for more information about a specific topic.

Order Tracking

Once a customer places an order, they may reach out via Instagram to determine when they’ll receive their item in the mail. Brands can create chatbots that collect key information from customers – such as order numbers and email addresses – and then respond with tracking information. 

Post-Purchase Support

There are times when a customer may reach out to you via Instagram after making a purchase. For example, their item may have been damaged in transit and they need to get a replacement. Or, perhaps they simply didn’t like the item they ordered and would like to initiate a return or exchange.

These are all examples of post-purchase support that can be handled by a chatbot on Instagram.

Soliciting Feedback

Ongoing feedback from your customers is key to improving your products and experiences. Chatbots on Instagram are a great tool for collecting this feedback.

For example, you can set up your Instagram chatbot to request consumers complete a survey after engaging in a chat. Or, you can request that customers write a review for a product or service they’ve recently purchased – or an experience they had with your brand.

Industries That Benefit from Instagram Chatbots 

When you think about industries that can benefit from Instagram chatbots, retail might be the first one that springs to mind. That makes sense, as there are many Instagram chatbot use cases for retailers. 

But the reality is, that there are many industries that can tap into Instagram chatbots, including:

• Retail
• CPG
• Travel and hospitality
• Automotive
• Financial services
• Healthcare
• Communications 

Start Delivering Winning Experiences on Instagram – While Saving Time and Money

Increasingly, consumers are using messaging channels to interact with brands. One of their top choices is Instagram Messenger.

Brands must be equipped to deliver fast, engaging experiences messaging via Instagram. Yet, many brands fall short. 

Delivering winning messaging experiences via Instagram doesn’t have to require a ton of time and resources. Start by identifying opportunities to leverage chatbots on Instagram. It’s a great way to engage your customers in real-time – and free up your own time to address more complex matters.