Zendesk has added Instagram messaging to its customer support offering so businesses can provide customer service on Instagram from directly within Zendesk.
The Messenger API for Instagram offers support for businesses to manage customer service inquiries that come over Instagram messaging. It lets companies have seamless conversations with customers who respond to stories, start DMs, and more.
For instance, a retailer that receives a direct message from a customer about the status of their order can reply to the customer quickly with accurate information about the shipment directly from Zendesk.
Another example is when an customer watches on Instagram a brand’s story promoting a holiday sale. The customer can immediately message them for more information and receive a personalised response from an agent. This eliminates the need to switch to another support channel such as phone or email.
Zendesk makes it easier for businesses to get up and running on Instagram quickly by integrating this API directly into the Zendesk platform. Customers will be able to access these capabilities from inside the agent workspace and turn on Instagram for other software built with Zendesk.
“All social messaging conversations can easily flow into one place inside Zendesk. With its tremendous popularity, Instagram is a key addition so businesses can serve customers who reach out on Instagram in a more timely, consistent and personal manner,” said Mike Gozzo, VP of Product, Zendesk.