Instagram (Posts & Comments)

overview this feature allows contact centers to monitor and engage with public customer interactions on a company's instagram profile this includes replying to comments on posts and stories, which is crucial for brands that use instagram for marketing and customer engagement how it works an administrator connects the company's instagram business account to the platform when a customer comments on a post, the system creates a ticket and routes it to a social media agent the agent can then view the comment and reply directly from their agent console, with the response being delivered as a reply to the customer's comment on instagram use cases social commerce inquiry a customer comments on a product photo asking about the price, and an agent replies directly customer feedback a user leaves a positive comment on a post, and a community manager replies to thank them issue identification a customer comments about an issue with their product, and an agent replies, asking them to send a direct message to resolve it benefits engage with a wider audience provides customer service on a visually rich platform, which is especially important for brands in retail and e commerce maintain brand image allows for quick and professional responses to public comments, helping to manage the brand's social persona unified social media management enables agents to handle instagram alongside other channels from a single interface