Instagram is one of the fastest-growing digital channels in the world, and messaging on Instagram is no exception. As part of this growth, users expect to speak candidly with brands, ask questions, share what they love, and quickly solve problems within the channel — with Instagram messaging in Khoros, brands can now do just that.

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Leveraging Instagram to Boost Customer Experiences

“Many of the world’s leading brands rely on Instagram to connect with customers throughout the CX journey, which is why adding Instagram messaging support to our Khoros platform was an easy decision,” said Jack Blaha, CEO of Khoros. “Now, with Instagram messaging, Khoros customers can further engage in rich customer conversations at scale, serve their customers with greater efficiency and personalization, and build stronger digital relationships to create customers for life.”

Several industry-leading brands, such as Sephora and European Wax Center, have already benefited from the channel integration as alpha testers through Khoros’ platform. With the ability to communicate with greater speed and efficiency on the social media platform, brands have strengthened customer satisfaction and improved their customer experience. On average, brands have saved at least four hours per agent per week by streamlining social community management within the Khoros platform, plus shortened response rates during business hours — which is crucial to meet as customers who message brands on social media expect a quick reply.

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A Single Source of Brand Communications

“We are delighted that Khoros is launching Instagram messaging within its digital-first customer engagement platform. Businesses and people are messaging with each other more than ever, and Instagram is an important channel to connect with customers, provide digital care, and build relationships,” said Konstantinos Papmiltiadis, VP of Platform Partnerships at Messenger. “Messenger API support for Instagram means businesses and developers can now manage their customer communications on Instagram at scale.”

Khoros’ support for Instagram messaging builds on the company’s robust roster of messaging channel integrations, including Messenger from Facebook, Google’s Business Messages, Apple Business Chat, Twitter, WhatsApp, and WeChat. Many of the world’s largest brands turn to Khoros to manage thousands of digital engagements across all of these messaging channels on a single platform with best-in-class analytics and reporting capabilities.

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