What is Instagram Automation and Why Is It a Game Changer for Brands? Whitepaper 3,091 10K 100 Posts Followers Following Clothing (Brand) Following Message
Index
1. Messaging matters 2. Customers purchase and connect with brands on Instagram 3. Why Instagram automation? 4. Instagram automation for your business
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More and more global enterprises are realizing that they need to keep their customers engaged in order to grow their business in a sustainable manner. This means winning your customers again; month-on-month.
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This is why a compelling customer engagement strategy is crucial. Gartner defines it as the process of interacting with customers through varied channels to develop and strengthen a relationship with them. A relationship that benefits buyers and suppliers alike by increasing the close rates while meeting B2B customer expectations. Throughout the purchase journey, it’s important to keep customers engaged and interested in order to develop a sense of loyalty and for the collection of customer information. If your brand can stay engaged and be interactive with people frequently then it will lead them to find your brand more valuable which will, in turn, provide customer insights that are invaluable. Customer insights can inform business decisions, more specifically, marketing decisions such as retargeting, content development strategies and sales outreach processes including messages and such.
Messaging matters
Increases sales funnel velocity
Increases customer loyalty and trust
Improves customer experience
Boosts brand experience
In a study, Twilio surveyed more than 6,000 consumers across 3 continents including North America, Europe and Asia. They found that mobile messaging is the most popular way consumers communicate worldwide. The average consumer has three messaging apps on their mobile’s home screen and sends an average of three messages per hour.
Effective customer engagement strategy helps:
Provides valuable customer feedback and insight
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Customers love messaging
Consumers message more than they call, email or even post on social media but businesses are still trying to reach them via the channels they no longer use. To keep up with consumers, brands must adopt messaging as a channel and begin communicating with customers in the same way people communicate with each other.
Having a solid customer engagement strategy means crafting messages that are meaningful. Messages that engage its recipients on a regular basis, creating an exceptional customer experience that exceeds expectations.
Source: The Harris Poll September 2020 online survey of the U.S., Germany, the UK, India, Mexico, Brazil and Indonesia to understand their thoughts about business messaging. The survey was commissioned by Facebook and conducted among 8,214 adults ages 18 and older and specific brands and products were not mentioned, including WhatsApp.
of international adults surveyed agree “Messaging is a quick and easy way to communicate with a business”
Messaging helps people build trust and feel more connected to businesses
57%
Source: The Harris Poll September 2020 online survey of the U.S., Germany, the UK, India, Mexico, Brazil and Indonesia to understand their thoughts about business messaging. The survey was commissioned by Facebook and conducted among 8,214 adults ages 18 and older and specific brands and products were not mentioned, including WhatsApp.
63%
of consumers surveyed believe messaging a business (e.g., via chat app, text) feels more personal than calling
People prefer messaging over other communication channels
of people across generations prefer to message than call or email
Source: “Facebook Messaging Survey” by Nielsen (Facebook commissioned study of 12,500 people ages 18+ who used a mobile messaging app in the past 30 days in AE, AU, BR, FR, ID, IN, JP, KR, MX, TH, TW, UK, US and VN), Mar 2016. Unless a market is selected or called out specifically, data is on average across the 14 markets. Millennials are defined as people ages 18 34, Gen Xers as 35 54 and Boomers as 55+.
Messaging is convenient and convenience matters 80%
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Now for Customer Service in 2021.
As messaging becomes even more central in people’s lives through the addition of eCommerce, gaming and other communications and social networking functions, demand for service in messaging will rise. Messaging has some distinct advantages that should also make it a boon for customer experience,
Messaging helps businesses remove friction across the customer journey
Facebook IQ source: “Motivations, Mindsets and Emotional Experiences in Messaging (vs. Feed)” by Sentient Decision Science (Face book commissioned survey of 8,156 people in BR, GB, IN, and the US), Jun 2018. Research refers to people surveyed who use a messaging app daily and have messaged a business in the p ast three months using one of their most commonly used apps.
message businesses to ask about products or services message businesses to make a purchase message businesses to get support for a product or service
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Over 81% Over 74% Over 75%
with/purchase
need to adapt to messaging from a company that I can contact via
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Source: The Harris Poll September 2020 online survey of the U.S., Germany, the UK, India, Mexico, Brazil and Indonesia to unders tand their thoughts about business messaging. The survey was commissioned by Facebook and conducted
Expectations for businesses have changed 75%
Source: The Harris Poll September 2020 online survey of the U.S., Germany, the UK, India, Mexico, Brazil and Indonesia to understand their thoughts about business messaging. The survey was commissioned by Facebook and conducted among 8,214 adults ages 18 and older and specific brands and products were not mentioned, including WhatsApp.
COVID 19 has accelerated the adoption of messaging around the world
of people surveyed prefer to message with a business when they need to contact them now more than they did prior to the pandemic (as of September 2020)
Messaging helps to remove friction between consumers and the brand in all phases of the journey; pre purchase, purchase and post purchase. It improves communication, reduces barriers and is instantaneous. With the help of chatbots, this communication can go a step further and be on-demand, 24/7 and needless to mention, without any human errors. When chatbots are customer support mediums, there is also no wait time involved in FAQ answering. This is especially helpful now more than ever because of the changing consumer demands. Consumers aren’t comfortable stepping out and into stores to browse and buy products by being physically present given the pandemic. However, people would still like to interact with brands in the same way they do with friends and family.
of adults surveyed “want to be able to communicate with businesses in the same way [they] communicate with friends/family through messaging” (e.g., via a chat app, text)
Source: The Harris Poll September 2020 online survey of the U.S., Germany, the UK, India, Mexico, Brazil and Indonesia to unders tand their thoughts about business messaging. The survey was commissioned by Facebook and conducted among 8,214 adults ages 18 and older and specific brands and products w ere not mentioned, including WhatsApp.
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67%
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1.2 billion unique visitors were active on Instagram in October 2020. 500 million accounts view Instagram Stories every day. 1.16 billion is the potential audience reach for advertisers on Instagram. 9 in 10 people on Instagram follow a business account. 89% people said they’ve taken action in the moment when they saw a product/service on Instagram, such as following the brand, visiting their website or making a purchase online.
Customers purchase and connect with brands on Instagram
In a world where digitization is accelerating, people are latching on faster than ever including those who weren’t particularly tech savvy. Because it’s safe, convenient and faster than stepping out of the home to make purchases. Most of these people are on Instagram, today. There are over 1 billion people that use Instagram every month. About 81% of people research products on Instagram out of which 90 million people tap on Instagram product tags each month to make a purchase.
users surveyed believe Instagram allows them to form connectionsmeaningfulwithbrands 1 of people surveyed on Instagram follow a business2
OCT OF OTHER SOCIAL MEDIA PLATFORMS
users surveyed see Instagram as a platform that allows brands and people to interact in multiple ways 1
Many people worldwide use Instagram and are more likely to follow a brand if they find it on Instagram. The same users also share a family of other social apps which makes it easier to retarget and market these users on other channels by using insights collected from one channel.
Sources: 1. Instagram Trends Research Study, Facebook commissioned survey of 4,500 Instagram active users ages 18 50 in AU, BR, DE, FR, IN, JP, KR, UK, US) by Ipsos, Nov 2020. N=500 for each market, Instagram active users are weekly IG users who create contents on the platform based on stated survey data. 2. Instagram Internal Data, Oc t 2019.
SOURCE: GLOBALWEBINDEX [Q2 2020]. *NOTES: ONLY INCLUDES USERSBETWEEN THE AGES OF 16 AND 64. DOES NOT INCLUDE USERS INCHINA. FIGURES REPRESENT THE PERCENTAGE OFUSERS OF THE PLATFORMS IDENTIFIEDIN THE LEFT HANDCOLUMN WHO ALSOUSE THE PLATFORMIDENTIFIED INTHE ROW AT THETOPOF EACHCOLUMN. THE *WHO DO NOTUSE OTHER PLATFORMS” COLUMN IDENTIFIESTHE PERCENTAGE OFUSERS WHO DONOT USEANY OFTHE OTHER PLATFORMSIDENTIFIEDIN THETABLE. SEEGLOBALWEBINDEX.COM FOR MORE DETAILS. We are social However, getting on Instagram means having another channel to manage customer queries on. While it is definitely a medium to increase your interactions and open opportunities for lead generation it is also important to be able to manage customer expectations effectively. How do you ensure that you turn customer interactions into fruitful business outcomes with Instagram? Moreover, how do brands ensure that they can effectively manage the high volumes of interactions on Instagram and keep it personalised at the same time? WHO DO NOT USE OTHER PLATFORMS WHO ALSO USE FACEBOOK WHO ALSO USE YOUTUBE WHO ALSO USE INSTAGRAM WHO ALSO USE REDDIT WHO ALSO USE SNAPCHAT WHO ALSO USE TWITTER WHO ALSO USE TIKTOK WHO ALSO USE PINTEREST FACEBOOK USERS 3.7% 100% 90% 73% 16% 30% 52% 38% 33% YOUTUBEUSERS 5.1% 82% 100% 72% 16% 30% 51% 37% 32% INSTAGRAM USERS 1.0% 86% 92% 100% 19% 36% 59% 43% 37% REDDIT USERS 1.0% 82% 90% 83% 100% 61% 74% 60% 62% SNAPCHATUSERS 1.1% 83% 91% 87% 33% 100% 66% 60% 50% TWITTER USERS 1.0% 87% 93% 84% 24% 39% 100% 45% 40% TIKTOK USERS 1.5% 85% 90% 82% 26% 48% 60% 100% 43% PINTEREST USERS 1.0% 85% 92% 82% 31% 46% 62% 50% 100% 77% 63% 90%
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Instagram automation adds immense value to your business in terms of improving customer satisfaction, optimizing customer support bandwidth and helping brands create complete sales journeys on the platform.
Followers
Clothing(Brand) Fashion companyserving mondern professionals. fashionsenses.com
Instagram offers personal connection at every phase of the customer journey automation?
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Fashion Senses Signature Black Sweater $118.00 Free Shipping and Returns BuyonInstagram Add to Bag Buy Now Signature Black Sweater $118 Hido youship to Canada? Hey Katy, yes we definitelydo ship to Message...Canada!
As a business on Instagram, you have various ways of sharing content that can help users find you. The Explore tab is a place for Instagram users to discover new content and new accounts to follow. Getting your content featured on Explore is a key way to expose your brand to new followers. Over 50% of Instagram accounts use Explore every month. Businesses can share a post, a story or a reel to let people know of their products and services.
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tobeagift,but my friend already has it. out.
Pre purchase
Discovery
my last purchase This
Wetotally understand.
Since your order hasn’t been shipped yet, Ihave canceled theorder for you and applied a full refund that will be applied to your business days.
Pre-purchase
Here, the customer can browse your posts, check out your catalogue or even tap on web links that you may add to your product posts and stories. Customers can tap on the posts and engage with your business on Messenger where all the interactions can be automated. The Instagram chatbot can connect, converse and convert people by personalizing every conversation and not just offering support for queries but also helping upsell and cross-sell products. wassuppose
been very helpful.
Post purchase
Break the ice with consumers
Make it easy by adding ice-breakers with automated, yet personalised quick-replies to help customers quickly narrow down their queries. Ice breakers are options that users can tap to suggest the kind of query they have.
Once the customer has already made a purchase through Instagram, the chatbot is capable of assisting the consumer with order details, order status and any other order related query. What's more, is that the chatbot can further suggest products to the consumer based on their recent purchase. For example, ‘did you just buy a tank top? I’m sure you will love these jeans to go with them’. Personalised conversations make the connections even stronger.
Fresh Soda
Use Ice Breakers as an easy way to start the conversation
Features of Instagram automation
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New
Message
New
Offers
Created on: Good mm ha C A L Schedule 50 OFF Save as draft Use private reply to follow-up on public inquiries via direct message
Increase meaningful engagements
Increase followers, comments and reactions by running AI powered campaigns, like contests, or giveaways. Tweak the campaign anytime by analysing the performance with Yellow.ai’s intuitive analytics board.
Hi,
Target audience account Published this is to... offer starti...
charge
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Channel Instagram details LASTRANON
Welcome note Published
Account
Basic
Take of
Outbound template account created
Published
your message threads and use automated private replies to follow up on public inquiries via direct message.
Leverage Shop Product templates
Effectively respond to all the brand stories responses on your direct message with the Instagram chatbot.
‘shop product templates’ to provide direct product links for purchase and seal the deal with pre-built checkout integrations.
Turn inquiries into sales
Automate responding to product inquiries with the intention of providing a guided buying experience and a complete checkout process, all within
LeverageInstagram.aesthetic
Automated responses to Instagram Stories
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Use private reply feature for sensitive or complex comments to further support customers. Or better yet, transfer the query in real time to your live agents.
Connect your Instagram bot with your CRM, Inventory Management Software, Analytics and more, to always keep the customer at the heart of all conversations.
Generate qualifıed leads and sales
Provide post purchase automated customer support on Instagram
Handover complex queries to live agents
Respond and resolve customer inquiries on Instagram without redirecting to another channel, with the help of an AI powered virtual assistant.
Easily integrate with your existing tools
Automatically qualify leads, collect profile details and store phone numbers to start conversations, proactively so you can sell & upsell, only with the qualified leads.
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for your business
www.yellow.ai16 Managing 1:1 customer messaging at scale is challenging Technology Workflow Customer Experience Multiple tools to manage Complicated workflow Inconsistent customer experience Disconnected tech stack Increasing message volume Slow response times Various inquiry typesand entry points Not being able to solve inquiries on customer preferred channel
Brands are adopting Instagram automation to converse, connect and convert on one of the most popular social media platforms, where customers love to hangout and interact with brands.
Provides a seamless handover to live agents when needed.
Improves CSAT.
It provides automated workflows and pre defined templates for the chatbot to get started with maximum efficiency.
Increases revenue and sales.
Reduced query response time.
Improves agent productivity.
The whole new possibility of automating Instagram for customer support, customer support and online sales truly makes it a game changer for brands across the globe.
Yellow.ai’sconversational aiplatform solves these issues effortlessly.
Handles and resolves inquiries on Instagram without redirecting to another channel.
Supports more than 100 languages.
Is available for customers 24x7 on 365 days.
Instagram automation by Yellow.ai connects with leading third party apps and other channels to provide a holistic view of customer engagement.
It integrates with preferred business applications and services (such as CRM, Inventory management platforms, numerous CX channels and more) that your business is currently using.
Reduces operational costs.
Combine the experience of in store and online shopping through
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Connect with us to see how you can get Instagram automationforyour business.
