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Instagram Chatbots and CX Automation: Why you need them?

December 02, 2021 • 5 minute read

Instagram Chatbots and CX Automation: Why you need them?

As one of the fastest-growing social media platforms, Instagram has spread its customer base with more than 1 billion users across the world. Providing businesses a significant target audience in a single platform, Instagram has now become a go-to place for marketers and business professionals, regardless of the industry, be it B2B or B2C.

With the launch of Instagram Business API, Instagram Chatbots can be used to Automize Instagram DMs (Direct Messages) to give the clients an experience that is fast and accurate. This new feature gives the platform brownie points and makes it preferable for businesses to leverage its capabilities of marketing, growth, customer engagement, and sales.

What are Instagram Chatbots?

Instagram Chatbots are a feature addition to Instagram Business for automating conversations between brands and customers. With Instagram’s API and creative application, Instagram Chatbots can help you completely automate your account for social listening, instant messaging, customer support, replying to DMs, and much more.

It is a software that makes Instagram more and more beneficial for businesses, and better to use for customers. By adding this feature, Instagram Businesses can increase their potential by giving better customer engagement and saving time by automating monotonous tasks.

Since Instagram Chatbots are relatively new, they need a lot of analysis and research before businesses actually start using them. Let us do a 5 whys analysis on Instagram bots. 

Why Instagram Chatbots?

To understand the magnitude and significance of presence and marketing on Instagram, here are a few statistics:

  1. As of January 2021, the average number of users per month on Instagram was more than 1 billion. No doubt, it has grown in the last 10 months. This is a huge number for a business for showcasing its product/service and gaining global traction.
     
  2. An average user spends about 30 minutes per day on Instagram.

  3. 81% of users come to Instagram to search about a product or a service, out of which 50% of users make a purchase.
     
  4. Instagram’s shopping feature is used by 130 million users every month.
     
  5. 36.2% of business professionals research on Instagram for new products and services. This means that Instagram is now a commendable place for B2B marketing.

Apart from these, there are many useful statistics about Instagram and its users for professionals to understand the importance of the platform.

If you are a brand with poor or no Instagram presence, you need to rethink your marketing strategies. You need to build a presence and gain the love and trust of your customers.

The Instagram chatbot is an amazing feature added to the prestige of Instagram, as it will now help businesses to automate customer engagement and support. Social listening, comment replies, stories and mentions reposting, and automated messaging are the initial features to list with the chatbot. Customers can fall in and out of love with your brand within minutes, so let them just fall in love by giving them the best Customer Experience (CX) on every platform, even Instagram. Now let’s move to our second ‘why’- Why CX Automation?

Why should brands use Instagram Chatbots to Automate Customer Experiences?

Customer Experience (CX) is the impression of your brand that a customer has, as a whole, throughout their buyers’ journey. It includes each and every interaction customer has with the brand, no matter how momentary, even if it does not turn into a purchase. 

A positive Customer Experience can turn into revenue and also a source of word-of-mouth marketing. 

A list of few of the business benefits of a good customer experience for a brand are:

  1. Improved Customer Satisfaction (CSAT) score: Yellow.ai’s customers have seen an increase of 45% in their CSAT score by using a Virtual Assistant. Although this increase in score was due to its omnichannel presence (Website, Whatsapp, Instagram), one platform is better than no platform. So if you are just beginning to use chatbots through Instagram Chatbots, start today!
  2. Cost-efficient support team: By automating conversations through Instagram chatbots, you will not need customer support agents round the clock. Chatbots can help you build a customer support system for 24x7x365 without any hidden costs.
    Although, a customer support team cannot be replaced by a chatbot, because sometimes human interactions for customer touchpoints are essential. In the case of complex queries, resolution can be only in the hands of humans.
  3. Higher retention rate: Happy customers are loyal customers. Once they have fallen in love with your brand, customers will retain. Not only this, they will bring other customers to your brand by the best source of marketing- word of mouth.
  4. Easy customer experience analysis: Customer Experience is a pressurizing job. Handling tickets, omnichannel presence, customer support, complex queries, and answering phone calls can be demanding.
    By using Yellow.ai’s chatbots, you can do it all on one single dashboard, and analyze all the tickets, customer experience, and conflict resolution from one single channel. Instagram chatbots can also be integrated with the dashboard.
  5. Boost revenue: The benefits listed above lead to a higher conversion rate, and a higher retention rate with Instagram chatbots. Thus, it can help in boosting revenue and help a brand grow.

Granted that these benefits are enough for a brand to employ the Instagram chatbot and enjoy giving the best CX by automating Instagram DMs. There are two major benefits of this feature for the customers- timely and effective.

This brings us to our third ‘’why’- Why timely and effective customer support?

Why should Instagram Chatbots deliver timely and effective customer support?

In a fast-paced business environment, waiting for customer support is not at all feasible.

Let’s take an example of a small business running on Instagram. Suppose you placed an order and received the wrong product instead. 

You call the customer support team, tell your order details to 1 person. Then your call gets transferred to the product department, where you again give your order details. Then you are asked to send a picture of the product you received and the loop goes on.

Instead, if you can simply DM them, and a chatbot replies to you with a message “Please share a picture of the product received by you” instantly. This is obviously a better customer experience.

Timely and effective communication between a customer and a brand is a crucial part of customer support. With good support, a customer can be 100% satisfied and love your brand.

This brings us to our next ‘why’- Why do brands need 100% customer satisfaction?

Why do brands need maximum customer satisfaction from an Instagram Chatbot?

Customer satisfaction defines the brand image, mission, and vision. With a higher Customer Satisfaction (CSAT) score, customer retention becomes easier and time-saving.

Research shows that 67% of customers are ready to pay an extra bit for excellent customer service.

There are a number of other benefits of customer satisfaction like creating a source of marketing, improved Customer Lifetime Value (CLV), competitive advantage, and many more from an Instagram Chatbot.

All of this analysis finally brings us to the last part of the concerned subject- the root cause behind the evolution of Instagram and the addition of Instagram Chatbots- Customers.

Customers on Instagram- The heroes of our story!

Instagram is now a go-to place for buyers and sellers. 73% of U.S teens say that Instagram is the best for brands to reach them about new products or promotions.

Therefore, brands need a strong business strategy for Instagram, a strategy that revolves around customers on Instagram.

 

Instagram Chatbots’ introduction in the market is a boon to brands and helps them have an omnichannel presence for the best customer experience. With AI/CX technology, customers can actually be treated as the heroes of a brand’s story and Instagram Chatbots can be a huge part of this story.

To connect, converse, and convert with Instagram DM automation and increase the reach of your brand by 1 billion consider Instagram Chatbots.

Common use cases of Instagram chatbot:

  • Automate Instagram engagement:
    1. Break the ice by sending a welcome message to your potential customer.
    2. Reply privately to follow-up on public inquiries.
    3. Automate responses to Instagram stories.
     
  • Boost sales by Instagram automation:
    1. Turn inquiries into sales by instant replies.
    2. Create an attractive product template.
    3. Generate qualified leads.
  • Provide personalized support with Instagram automation:
    1. Automate customer support on Instagram.
    2. Handover complex queries to live agents.
    3. Easily integrate with other tools like inventory management systems, CRM, or analytics.

How can a brand build an Instagram Chatbot?

To build an Instagram Chatbot, you must have an Instagram Business Account. If you do not have a business account, create it, and only then you can integrate a chatbot.

Once you’ve created a business account, know that Instagram chatbot can only handle personal DM conversations currently, that is, no group conversations.

Initially, the bot is launched for accounts with over 10,000 followers, however by the end of this year, any business account will be able to use this facility.

The second requirement to use the Instagram chatbot is that an Instagram account must be linked with a Facebook page for your business. You will not be able to use only Instagram.

Once you fulfill these requirements, Facebook has created in detail documentation for developers for your reference. You will understand clearly about the chatbot and its development. 

You can create an Instagram Chatbot with Yellow.ai’s no-code bot builder

If all of this is too technical for you and you need help to build an Instagram presence and Instagram chatbot feel free to request a demo at Yellow.ai. We can help you build your AI-driven NLP-powered Customer Experience chatbot and customize it as per your business needs.

Namrata Narsinghani

Content Writer at Yellow.ai, comes with a zeal to write content that educates audiences, creates brand awareness, and ranks on SERP. A digital marketing enthusiast, she loves to learn all new trends in the industry. Apart from work, she loves to swim, read, and travel.

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