Sprinklr Announces Messenger API Support for Instagram

Jim Tomanchek

June 2, 20213 min read

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Today, we are excited to announce the integration of Messenger API support for Instagram. What does this mean for brands using Sprinklr?

  1. Scale human experiences. You can now easily scale your use of Instagram Messaging to create human customer care experiences, reduce operational costs, and sell more.

  2. Create a unified, customer care & conversational commerce strategy. Add Instagram messaging to the other 30+ channels you’re managing in Sprinklr – creating a unified customer care and conversational commerce strategy.

  3. Most importantly, make customers happier. A whopping 90% of people on Instagram follow a business and these customers value responsiveness when they have a question. Now, you can respond immediately to inquiries via Instagram messaging while ensuring people are seamlessly connected to live support for more complex inquiries.Your time to resolution can drop dramatically by eliminating the need to natively respond to questions or comments on Instagram messaging.

Beta customers for the integration of Messenger’s API for Instagram saw higher response rates, reduced resolution times and deeper customer insights as a result of our integration. We’re excited to expand Instagram messaging support to all of our customers to help them provide highly personalized messaging experiences.

Table of Contents

Be Where Your Customers Are

Instagram has been around for more than 10 years and now plays a central role in helping people connect brands. Over 2020, total daily conversations between people and businesses on Messenger and Instagram grew over 40%.

Sprinklr’s integration of the Messenger API for Instagram provides a crucial opportunity for brands to create meaningful interactions with more than 1 billion monthly active users.

Create a Unified Customer Care Experience

Businesses can manage Instagram messages from people across the platform in Sprinklr – this includes direct messages on the brand’s Profile, messages via Instagram Shops, and messages via Instagram Stories. Additionally, brands can create a unified customer care experience by using customer information from other channels or business systems connected to Sprinklr.

The same Sprinklr workflows brands use to send appropriate messages automatically to the right support agent can be used in Instagram messaging. If your brand has workflows for Messenger, you can use the same workflows for Instagram messaging to create a seamless messaging experience across channels.

Make Customers Happier

One of Sprinklr’s beta customers for Messenger API for Instagram – one of the largest global fashion retailers – was able to streamline different customer inquiries using Sprinklr. With a single Instagram handle for their global brand, they would get inquiries in various languages. By working with Sprinklr, the fashion company was able to automatically assign each inquiry to the correct team for support. As a result, the fashion company increased efficiency by 31% and CSAT by 9.45 points.

Learn more about Sprinklr’s predictive CSAT software

“We are thrilled that Sprinklr is launching Messenger API support for Instagram. The Messenger API for Instagram is now available for all developers who make it possible for brands to improve and enhance messaging experiences with customers,” said Konstantinos Papamiltiadis, VP of Platform Partnerships at Messenger. “By integrating the Messenger API for Instagram, businesses and developers can effectively scale messaging workflows to better own the customer experience and build more authentic relationships.”

If you are a Sprinklr customer and have questions, please contact your account team and check out our knowledge portal here or visit Facebook’s resources for developers here.

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