Cebu City , Philippines, June 28, 2021 -- Global cloud communications company Infobip announced that it has added Instagram Messenger to the broad portfolio of channels available through its global Communications-Platform-as-a-Service (CPaaS) offering.
Customer support agents within consumer facing businesses will now benefit from a unified and simple workspace where they will be able to manage communication over Instagram through Infobip’s contact-center-as-a-solution service, "Conversations," resulting in the need for fewer calls to a contact center and a more seamless, improved customer experience.
In a recent report dubbed "A Year of Disruption: Managing Increasing Complexities in Customer Service," Infobip highlighted that companies manage their customer support across multiple channels.
In the Philippines, 73 percent of survey respondents cited social media, particularly Facebook and Instagram, as important platforms for communicating with customers.
"Response time is key to unlocking meaningful connections, especially with Filipinos who are very active on social media. By expanding Infobip’s business messaging platform to include Instagram, Philippine companies are now presented with a complete array of cloud communication solutions to provide real-time customer service support," said Charist Montenegro, country manager of Infobip Philippines.
Montenegro reiterated Infobip’s commitment to businesses in the country by making Messenger API for Instagram available via early access for brands, enabling them to simultaneously reach customers and respond to multiple messages and comments at a given time.
"We are delighted that Infobip is launching Instagram Messenger in their contact center solution. The Messenger API for Instagram is now available for all developers who make it possible for brands to improve and enhance messaging experiences with customers," said Konstantinos Papamiltiadis, vice president of Platform Partnerships at Messenger.
"By integrating the Messenger API for Instagram, businesses and developers can effectively scale messaging workflows to better own the customer experience and build more authentic relationships," he added.
Posted by Veronica Silva Cusi, news correspondent
Infobip powers enterprises to deliver messages across any channel, any device, at anytime and anywhere worldwide. Infobip's technology creates seamless mobile interactions between businesses and people as well as simplifying the integration of almost all communication capabilities. With over a decade of industry experience, Infobip has expanded to include 61 offices on six continents offering in-house developed messaging platform with the capacity to reach mobile devices in 190+ countries connected to over 800 telecom networks.
Published: Wednesday, June 30, 2021
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