Guide

How to provide great social media customer service on Instagram

Download the guide for tips on connecting with customers on Instagram.

Published January 25, 2021
Last updated March 17, 2021

In the last few years, Instagram has really grown up.

The brainchild of Facebook originally hit the social media scene in 2010 as a quirky platform to share photos. But in the past decade, it’s blossomed from artsy little sister to super-hot marketing powerhouse.

Today, Instagram has grown to be one of the most popular social media platforms, with 1 billion active users a month.

The ‘gram is particularly popular with Millennials and Gen Z: Nearly 70% of US adults between 18 and 29 and nearly 50% between 30 and 49 have Instagram accounts. They’re an active bunch, too, with 63% of all Instagrammers signing on every day. A recent study by Socialbakers also showed that user engagement is a whopping 22 times stronger on Instagram than it is on Facebook.

The platform isn’t just popular with young people, either—it’s also well-loved by businesses. There are now more than 25 million Instagram business profiles. Brands are sharing Stories, messaging influencers, and providing customer service on Instagram.

More than 200 million users say they visit at least one business profile every day. And 73% of U.S. teens say Instagram is their preferred way for businesses to reach them.

The bottom line is that buyers are willing and waiting to connect with your customer service team on Instagram. Because of Instagram’s popularity, especially with Millennials and Gen Z, the platform is bound to explode as a customer service tool in coming years. If your target customer base is in these younger generations, you’re more likely to find them on Instagram than anywhere else.

Our tip sheet for Instagram customer service includes insights like:

  • Answering your Instagram followers right on the site instead of directing them to a phone number
  • Using language, emojis, and hashtags to connect to your audience
  • Resolving issues with Instagram DMs
  • Tracking brand mentions and customer feedback in Instagram posts
    Choosing a support CRM that can save time by connecting right to Instagram messenger.

Instagram is the new frontier for customer support. Download our guide for some quick tips to get you started.