Instagram Opens Up to Help Businesses Handle Customer Service

Get weekly insights into the ways companies optimize data, technology and design to drive success with their customers and employees. Instagram is now allowing developers and businesses to begin integrating messages they get from consumers on its platform into the outside tools many companies use to manage customer communications. To enable this function, developers and businesses use an API, which enables two applications to communicate with one another. The inability for the third-party tools that help manage such contacts to connect with direct messages on Instagram left companies grasping for details such as order history when customers contacted them on the platform. The platform's new tool, Messenger API for Instagram, is meant to help customer service agents and social teams get a more unified look at their increasingly digital customers.