With more and more business happening online, Insta bot is the new craze that is revolutionizing the way we do business. Whether you are using Instagram chatbot for sales or customer support, the bots can do anything.
A survey shows 80% of people make a purchase decision from Instagram by seeing ads and products displayed on the platform. This means you’ll receive more customer queries and requests via Instagram. And Deploying human staff to reply to every message and reach out to various users becomes inefficient.
At that time, automation plays a crucial role, for which we have Instagram Chatbot.
Talking about the Instagram chatbot, it is a messaging system that deals with human inquiries using automated responses. These conversational AI can send replies, make recommendations, and connect customers to a real human agent if they get stuck.
The article will walk you through how an Instagram chatbot can be used in customer support and sales.
Need for an Instagram chatbot in customer support and sales
Deploying an Instagram chatbot into your support strategy and sales relieves your team from monotonous tasks. It assists the customer and support team at more touch points along their journey.
Other than that, there are various reasons to deploy Instagram chatbots in customer service and sales. Let’s have a look at some.
Save time
As a business owner, you understand how tough it can be to stay on top of time management. Meanwhile, the idea of hiring someone else for a helping hand can be just as daunting because of the additional cost.
When you use Instagram Chatbot, the tension no longer exists. The Insta chatbot replies to all direct messages automatically. You don’t have to spend hours reading and replying to each message. The time can be better utilized for human-centric tasks.
Understand what customers truly think
Integrating a chatbot with Instagram helps you find out what customers think about your brand by collecting data from every previous conversation they had. Aside from that, the chatbot offers customers the opportunity to provide you feedback and share their thoughts. And the step acts as a valuable tool for creating a long-lasting relationship with your audiences.
Fast and accurate responses
The chat interface is the fastest way to interact with customers. A chatbot can keep up with higher even demand for customer support.
Conversational AI brings efficiencies to the customer support team and sales because chatbots are capable of answering questions immediately and in multiple languages. Being that quick with responses pleases customers that are looking for instant answers.
Uplift in sales
With an Instagram chatbot, it’s easier to gain a lot of information regarding what customers want. This data can be further utilized in up-selling and cross-selling products. For instance, if a customer is looking forward to purchasing a mobile phone, an Instagram chatbot can also suggest mobile covers and screens along with the phone. Satisfied customers will buy the product.
24/7 availability
Instagram chatbots are on duty 24/7. They respond to every single query without a miss. And that becomes practically impossible when it comes to human support. Especially during peak seasons, the lack of human staff leads to unanswered queries for customers. Handling multiple queries with quick and precise responses becomes daunting. However, the Instagram chatbot solves the problem in an instant, even during peak hours.
How to use Instagram Chatbot for customer support?
Assist with the sales process
Instagram Chatbot can help with lead qualification by collecting useful details from the customer.
For instance, if someone is interested in purchasing a CRM tool, the chatbot would ask the customer about the number of anticipated users and purchase timeline. This helps a business to connect the lead to the right sales team. Likewise, it guides the user with various recommendations based on their interest in referencing past conversations.
Product recommendations
Personalized and tailored recommendation to the interests of individual shoppers enhances the customer experience. Instagram chatbot adds so much value in the process by interacting with people and recommending products that align with the needs and interests of that particular shopper. And that is possible due to the chatbot’s machine learning algorithms.
The chatbot eliminates the need for scrolling through a dozen pages to find the right product. People need to answer a few questions; the chatbot recommends the perfect product within minutes or even seconds.
Answering FAQs
It’s frustrating for human agents to answer repeated questions against and again. Therefore you can save your staff for some complex tasks by automating your customer service with a chatbot.
Including an Instagram chatbot in your business will help in better response rates, increased sales, and happy staff who can now participate in more productive tasks. Their chatbot will lead your customer on a path you’ve set as they rely on data and rules that you feed them.
It not only saves time and labor costs, but it also avoids human error.
Orienting new customers
With so many competitors out there, you should pay good attention to your first-time customers. You must provide all the basic yet useful information that a customer requires to initiate a purchase. A chatbot does the job well.
From greeting customers to providing various product-related information, it does it all. Also, promote newsletters, videos, and guides within the chart, educating shoppers about the product and service.
How to use an Instagram chatbot for sales?
Instagram engagement
Chatbot helps you broaden your reach on Instagram. It can answer reactions to your Instagram story, communicate with your followers, and chat with people who are interested in your product. The Instagram chatbot will assist you with your marketing strategy, enhance relationships with customers and increase sales.
Order confirmation and package tracking
Every customer wants to stay updated regarding their package and shipping details. According to a survey, 70% of buyers consider order tracking one of the top three things they consider when shopping online.
An Instagram chatbot can help buyers with order confirmation and package tracking, sending the confirmation number to buyers right after the order is processed.
The bot can also track the package shipment at buyers’ request and keep them updated on where their order is and when they will get it.
Cancel orders and subscriptions
Customers sometimes cancel their order before it is shipped, maybe they could have mistakenly purchased the wrong product or provided the wrong shipping address, or perhaps, they could have simply changed their mind and do not want the product anymore.
Instagram chatbot helps initiate order cancellation in no time. Customers no longer have to go through a long order cancellation process.
The chatbot simply offers a one-click order confirmation button to your customers, then collects the reason for cancellation from the buyer.
Also, the bot helps the customer navigate through alternative products if they wish for that.
Order Refund
Return is more like making the best of a bad situation, and your business is not making any money in this situation. However, it’s important to make sure that you leave a good impression while providing a smooth return and refund facility.
After all, happy customers do come back and spend time and money on your product if they are satisfied with your product and service.
Instagram chatbot keeps the process simple and easy. It initiates the return process and keeps you updated with tracking by interrogating your back-end systems for information.
Capture customer feedback
Customer feedback drives improvement in any business and tells you how effective your service is or the problem that your product elicits.
Yet, collecting feedback is a slow and tedious process, including filling out forms and slow emails.
The alternative way to inject speed and ease into the feedback process is through the chatbot. The Instagram chatbot can easily collect both quantitative and qualitative feedback.
Tips for using an Instagram chatbot for customers’ experience
You should be mindful of various things before opting for an Instagram chatbot. It can make or break your way of doing business. Therefore, here are some tips.
Don’t spam
There’s a huge benefit of using an Instagram chatbot; you can send personalized product offers and deals to attract your customers. But only if you send it in the right quantity.
Sliding into users’ DMs too often or replying to users’ inquiries with pushy messages will have a negative impact. The users are more likely to block you in that case. Thereby you should refrain from spamming the users with frequent messages.
Make your Instagram chatbot approachable and simple to talk to
Your Instagram chatbot needs to be clear and easy to understand so that it feels natural. Make sure to keep the words clear and simple, maintaining a friendly tone and voice. Allow users to ask questions related to common problems. And provide quick and easy replies.
Divert to a human agent
While chatbots effectively solve common queries, some require human intervention to get resolved. Such complex queries need to be passed on to human agents. For that, you can include a ‘go live’ button in your chatbot to connect the user with live agents.
Monitor your bot’s activity
It’s crucial to analyze your bot’s performance every once in a while to see if it’s performing the way you need it to. Even tiny details can make a huge difference. Thereby measuring the performance of your chatbot; it makes the required adjustments.
For instance, check whether the voice, tone, and style are going well with the users. Then test the chatbot with different wording and style until you find the best one that goes well with your business.
Research platform before buying
Since the use of chatbots is growing massively, so is its supply. But not all chatbots meet your requirements. You should be mindful while selecting one for your business. You can research the tool properly by looking for case studies, customer reviews, and various evidence that promises a better platform quality.
Conclusion
The Instagram account, which has engaging content and the correct automation targeting, will generate activity and interactions.
While posts, ads, and Instagram stories engage customers in public, the chatbot converts those prospects into customers and makes sales in private.
I hope the article made it clear to you why you should include an Instagram chatbot for your business. You can try Chat360 by signing up for free and so how it works.
Read further:
How to use Instagram API to get Users, Posts & Followers details