In October final yr, we enabled a subset of our clients to learn and reply to Instagram Messaging from the Falcon platform. What began as a small beta take a look at has grown to hundreds of linked Instagram accounts, managing over 150,000 messages weekly.
One may say our answer has been firmly battle-tested and proved its value. That is why we’re excited to announce that we’re quickly to get all of you on board with it. Once you’re enabled, you possibly can learn and reply to Instagram DMs from our platform. All you want is to log into the Falcon settings and refresh the connection of your Instagram Business accounts. Then, DMs, Story replies, and mentions will robotically begin arriving in your unified inbox in real-time.
The key to scalable buyer care
One of the purchasers that helped us take a look at this answer is the premium streetwear model Culture Kings. They obtain hundreds of feedback and direct messages on their Instagram accounts. On common, that interprets to over 5,000 weekly duties for their buyer care staff.
We had been an Alpha accomplice for the Messenger API for Instagram, and because of that, the Culture Kings staff obtained early entry to the brand new function in Falcon. This was a game-changer for them. They may simply reply to all questions and feedback at a file price and keep away from toggling between the native Instagram app and a separate buyer care platform. In addition, when common clients talked about the Culture Kings model, the staff tagged them again within the Instagram tales — resulting in increased engagement charges and long-term buyer loyalty.
Culture Kings doubled the variety of Instagram DMs they deal with weekly, because of Falcon’s unified inbox, Engage, and superior options like custom-made feeds, inner notes, labels, and assignments. They additionally decreased the time spent on such duties by a whopping 30%. Basically, which means a greater buyer expertise at a decrease value.
As Sue Pham, Head of Customer Experience at Culture Kings, says:
“We have easily doubled the amount of Instagram DM’s we can complete in a week. With Falcon Engage, we can smash through comments at a crazy rate.”
Want to study extra about how Culture Kings benefitted from Falcon? Read the case research right here.
We 💙 Instagram
Falcon’s long-standing partnership with Instagram is certainly one of our most respected ones. Over the years, we’ve got labored straight with the Instagram staff to construct many nice options, corresponding to superior measurement, content scheduling, and now additionally non-public messaging.
To high it off, we’re additionally working relentlessly to increase the expertise with improvements that don’t come pre-baked from the Instagram API. A brief stroll down the reminiscence lane exhibits we’ve not too long ago launched nice add-ons like Instagram Messaging Analytics, First Comment Automation, Instagram Grid Preview, and Instagram Ad Comment Management. Read all about these nice options right here and here.
We’re stoked to take the subsequent step in our joint journey with Instagram and enable you grasp customer support on Instagram.
Want to learn the way we will help you develop with social? Reach out to us right this moment to schedule a demo!