If you’ve been on Instagram for a while, you might have noticed that the platform is home to many brands. Most brands you use may have a storefront or a customer service channel on the platform.
So, you slide into the DMs of one of these brands, and you’re met with the words “Business Chat” on the conversation screen. Your first thought might be, “What exactly is ‘Business Chat’?” If so, then you’re in the right place.
In this article, we’ll tell you exactly what it means to be in a ‘Business Chat’ and why businesses utilize this feature.
What It Means to Be in a Business Chat
Here’s the quick answer: When you see the gray ‘Business Chat’ text at the top of a conversation, you’re chatting with a business account on Instagram. If you didn’t know Instagram has business accounts, don’t worry. We’re getting there.
Instagram has two different account types: The Personal Account, which is the default, and the Professional Account.
The personal accounts are for the majority of users who post and connect on Instagram without monetizing it. It’s made for the average user to follow creators or brands and access their content.
The Professional Account consists of the Business Account for businesses and the Creator Account for public figures and influencers. These accounts have unique features that aid their demographic, such as insights and access to Instagram Shop.
One great benefit of the Business Account is the business chat, which offers one additional feature that the regular option doesn’t. That is automated messages.
With this feature, businesses can set up automatic responses to frequently asked questions, ensuring that customer inquiries are sorted out quickly. This means that you may not be chatting with a human at first.
Benefits of Instagram’s Business Chat
Effective communication with customers is paramount for businesses of all sizes, and that is why Instagram included the automated messages feature in their offering for the Business Chat.
Here are a few benefits businesses get with the automated messages in effect:
- Improved Response Time: Businesses can respond to customer inquiries promptly, leading to higher satisfaction and loyalty. By setting up the chat with answers to frequently asked questions, they can solve customer problems in seconds.
- Personalized Communication: Unlike broadcast messages, Business Chat allows personalized conversations. Rather than a generic reply whenever a customer sends a message, these messages can address customer needs effectively.
- Streamlined Support: Automated greetings, quick replies, and the ability to share product information can streamline customer support processes. That allows the brand to focus on other essential things.
- Building Relationships: This interactive communication will foster stronger brand connections and customer loyalty. Great support is a surefire way of retaining customers. Word-of-mouth advertising doesn’t hurt too.
Business Chat is very beneficial to brands that do business on Instagram. Companies can create a more professional presence, streamline interactions, and build stronger customer relationships. At the same time, users benefit from a convenient and familiar platform to connect with businesses and receive support quickly. It’s a win-win situation.
