Quiq, a leading customer engagement provider used by consumer brands to power digital customer conversations, including Overstock, Club Med, Men’s Wearhouse and Piaget, today announced that brands can now connect their business Instagram accounts with Quiq through an integration with the Messenger API for Instagram. The integration enables brands to respond to customer inquiries using both conversational AI and human agents, while owning the customer experience and building deeper and more engaged relationships. The company made the announcement during Facebook’s annual conference, F8 Refresh.
Customers can leverage Quiq’s conversational AI platform to launch intelligent assistants to help brands acquire customers on Instagram, drive conversational commerce through Instagram Shops, and service post-purchase inquiries through automation or human agents. This integration with the Messenger API for Instagram gives agents a seamless workflow for handling Instagram conversations in the same place that they handle web, Messenger, SMS, Google Business Messages and Apple Business Chat conversations.
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“Brands need to be where the customer is, and that is increasingly on Instagram,” said Mike Myer, CEO of Quiq. “Consumers should not have to leave a channel to speak with a brand or to make a purchase. By integrating Quiq with the Messenger API for Instagram, brands can connect their inbox to product ads on Instagram and interact with customers where they are.”
Luxury watch and jeweler Maison Piaget is using Instagram to showcase the brand universe and its creations. It is also the opportunity to connect potential clients with customer service ambassadors who can answer questions, provide recommendations and assist in making a purchase.
“Instagram is one of the most important social media channels for us. It started as an extension of our brand image and has become a point-of-sale,” said Julie Thompson, Chief Digital Officer at Piaget. “Being a luxury brand, we can’t delay our responses to clients. Working with Quiq, we’ve been able to replicate the high-touch, in-store experience our clients are accustomed to. Our customer service ambassadors can focus on high-value engagements, while the chatbot answers simple questions, such as price and availability.”
With Quiq, Piaget saw a 6x increase in click-through-rates to its website via its automated assistant on Messenger and an increase in customer engagement with 40% of users now taking two or more actions after they leave chat.
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