Instagram Collaborates with Qiscus to Become an Official Partner of Messenger API for Instagram, Integrates Multichannel Chat System

The urgency of digital transformation is a necessity, because digital transformation is crucial in facing the future with all its changes, not least for business people.

For approximately two years, we have been shown how the pandemic situation has accelerated the adoption of digital technology which has largely shifted how consumers choose and behave.

This is proven, the shift in consumer behavior in fact also opens up great opportunities for the presence of trends social commerce. A phenomenon in which social media is used not only for socializing, but also for promotion, selling, and direct buying of services and goods on the social media application. In Indonesia alone, Paypal reports that 80% of businesses in Indonesia are sold through e-mail social commerce with market which is estimated at approximately $3 billion according to McKinsey.

The importance of social media for businesses in providing interaction and customer experience which are fun

From platform communication media and sharing simple, now social media has become multifunction apps which is exploited by many business opportunities for promotion, which has integrated visual, audio, chat, and now shopping (shop) features in its application. This factor, making it as platform multifunctional and utilized by businesses to attract customers and build consumer experiences with social commerce. Consumers can leave reviews, clicks, and place orders while spending their time surfing social media.

One of social commerce platform adopted by the majority of businesses is Instagram. All interactions that can be done on Instagram make it easy for brands to interact directly with consumers. From the consumer side, this easy-to-reach brand provides customer experience which is fun because the brand is present in platform they usually use and provide space to interact directly with consumers.

However, many business people still encounter obstacles in providing customer service (customer service) is prime. Whereas, customer service is one of the important factors that influence purchasing decisions. Like being unresponsive to potential buyers who ask in the comments column or via email Direct Message (DM) due to too many messages received.

This phenomenon is also supported by data from Forrester showing interaction customer service digitally will increase by as much as 40%. The pandemic created a trend where people rely heavily on online shopping, digital financial services, and telemedicine. The limited direct service by brands during the pandemic has encouraged many consumers to interact with brands digitally, and the survey results state that: customer will continue to do this in the future.

Instagram is a channel social commerce most favourable

Indonesian people use various kinds of social media applications. One of the applications with the highest percentage of users in Indonesia, namely by 79% is Instagram. An application that is present as a place to share photos and videos with various features. That is, Instagram makes visual elements as attention grabthe main.

The existence of special services for business people such as business profiles and advertisements also adds to the advantages of Instagram. Plus, there is now an Instagram shopping feature that contains items and prices as well as links website/e-commerce which can be accessed by all Instagram users.

This is in line with the “Asia Social Commerce Report 2018” by PayPal and Blackbox Research, which stated that 63% of respondents considered social media, especially Facebook and Instagram, to be easier to reach a wider potential market; 57% of respondents rated it easier to open a business through social media; and 48% of respondents said this platform can increase the network of friends and acquaintances that can drive business growth.

Messenger API for Instagram helps improve business services

According to Instagram's own parent page, MetaBusiness, 90% of Instagram users follow at least one brand account. Meta Business also revealed that there are still brands that do not respond to consumer comments both on Instagram and on Facebook. In fact, when the brand can quickly respond and communicate personally, not with template, then it can give customer experience that pleases and converts potential consumers into buyers and customers. In addition, with the growing popularity of Instagram as a business communication channel, the number of Instagram DM messages for some businesses is increasing, making it difficult to manage them.

To solve this problem, Instagram launched its Messenger API for Instagram in the middle of this year, which is a set of programming code which can be used to send data from Instagram to platform integrated with it.

This means that users of the Messenger API for Instagram can access messages that come into their Instagram through other platforms that have been integrated, without having to log in to his Instagram account. In addition, this integration also allows businesses with multiple Instagram accounts to access messages from all of their accounts via a single platform the same one.

Please note that the official and credible Messenger API for Instagram can only be obtained through official Instagram and Facebook partners, such as Qiscus.

Qiscus becomes the official Messenger API partner for Instagram

In Qiscus, the Messenger API for Instagram service is integrated with the Qiscus Multichannel Chat dashboard. This means that businesses that use these two services can access all messages that enter their business Instagram through the Qiscus Multichannel Chat dashboard only.

Qiscus Multichannel Chat Dashboard

The Messenger API for Instagram service which is integrated with Qiscus Multichannel Chat has several advantages that distinguish it from ordinary Instagram business.

Qiscus's Multichannel Chat can integrate all message channels, so that all messages that enter the media channels owned by WhatsApp, Facebook, and Instagram can be read and monitored through the same User Interface (UI). This means that Customer Service (CS) agents who handle consumer messages do not need to switch applications and allow business owners to provide quick responses and are always ready to handle customer messages 24/7. Business people can also get insight business performance and work performance of CS agents realtime via fanalytics feature.

Further, there are multilevel agent features, which allows businesses to set the role of each team member who accesses dashboards, such as Admin, Supervisor, and Agent.

The Messenger API for Instagram, which is integrated with the Qiscus Multichannel Chat, can be enjoyed by business people who have set their profile to Instagram Business and the account has been linked to a Facebook page owned by the brand and without any limitations on the number of users. followers.

Learn from the experience of Morula IVF Indonesia, a fertility clinic with high scores customer satisfaction

Just like most brands today, Morula IVF Indonesia, which has a flagship program for IVF, also has social media that functions to share information, both clinical and medical. Especially on Instagram, the brand that has been established since 1997 and has 10 branches spread across major cities in Indonesia has pocketed hundreds of thousands of Instagram followers. followers.

As a brand that is engaged in health services, it is mandatory for Morula IVF Indonesia to provide quality services for patients and prospective patients so that they feel confident, comfortable and safe. There are at least tens to hundreds of messages that enter Morula IVF Indonesia's Instagram via the private message feature Direct Message (DM) either for consultation or to schedule an appointment. Not to mention through other Instagram features such as comments on uploads Feeds, Instagram Story, as well Mention.

Thanks to the Messenger API for Instagram which is integrated with Multichannel Chat from Qiscus, Morula IVF Indonesia is able to manage incoming messages with just one dashboards, which is able to make it easier for the Morula IVF Indonesia social media team to increase efficiency in responding to messages and become more fast response as is auto reply featureand quick replies which can be done with just one click. What's more, Morula IVF Indonesia holds SOP maximum response time for chat Reply within 3 minutes at most

Not only that, Qiscus as the official partner of the Messenger API for Instagram also provides a feature that is able to make a summary of various data related to brand communication services on Instagram, namely analytics features. The data is able to show the number of incoming messages or topics that are often asked, thus helping to facilitate Morula IVF Indonesia in creating strategies improvement in the future.

Overall, the implementation of services from Qiscus has had a significant impact on Morula IVF Indonesia's services. Proven from CSAT (Ccustomer satisfaction) Score, a business metric used by companies to measure satisfaction rates on the overall consumer experience, Morula IVF Indonesia was able to score 4,86 out of the highest total score of 5.

In addition to Morula IVF Indonesia, there are hundreds of other businesses that have also used the Messenger API for Instagram and Qiscus Multichannel Chat solutions to improve quality. customer service-New.

For those of you who want to adopt this technology for your business, Qiscus is currently providing a free trial of the Messenger API for Instagram and Qiscus Multichannel Chat services for 90 days, visit www.qiscus.com. Remove all obstacles and feel the ease of doing business from now on.

Disclosure: This article is sponsored by Qiscus.com