SAN FRANCISCO and AUSTIN, Texas (October 19, 2020) — Khoros, a global leader in digital-first customer engagement software, today announced it has integrated Messenger API support for Instagram, empowering Khoros customers to meet millions of people who choose to engage through Instagram messaging. The company is participating in alpha testing of the channel integration and is proud to add Instagram to its extensive roster of available messaging channels.
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.
“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.
“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 Messages for Business, 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.
To learn more about Khoros and its digital-first customer engagement software for digital care, online brand communities, and social media marketing, visit khoros.com.
Khoros is a global leader in digital-first customer engagement software. We build enterprise software for digital customer service, messaging, chat, online brand communities, and social media management — differentiated by award-winning services with 20+ years of experience. Over 2,000 brands, including 52 of the Interbrand 100 companies, use Khoros to power approximately 500 million daily digital interactions, and create customers for life. Khoros has over 10 industry awards from TrustRadius, Stevie Awards, G2, and more. Khoros, built from Spredfast and Lithium, has 9 offices globally and is part of Vista Equity Partners. For more information, visit khoros.com.