Instagram Business Chat: A Complete Guide for Businesses

Senior Writer: Rohit Rajpal

Reading Time: 6 Minutes

Published : June 28, 2024

Instagram has become a popular platform for companies to build closer relationships with their customers. With the introduction of Instagram Business Chat, companies now have a direct line of communication to engage with their audience, answer inquiries, and provide exceptional customer service. 

But what does business chat mean on Instagram? And how can you make the most of Instagram Business Chat? Let’s understand this in detail.

Pro-Tip

To maximize the benefits of Instagram Business Chat, focus on creating a responsive and personalized communication strategy. Utilize automation for common inquiries, but ensure you maintain a human touch for complex issues. Regularly analyze your chat metrics to identify areas for improvement and adjust your approach accordingly.

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What Is an Instagram Business Chat?

The Instagram Business Chat feature lets businesses talk directly to customers through private messages within the app. This feature is available to businesses that have an Instagram Business account and enables them to send and receive messages, photos, videos, and even voice notes from their followers.

When a customer reaches out to a business through Instagram Business Chat, the conversation takes place in a private messaging interface similar to the regular Instagram Direct messaging feature. 

Instagram Business Chat vs Personal

The primary differences between Instagram Business and Personal accounts revolve around the features available to each type of account. Here’s a detailed comparison of the two.

Recommended Read : How to Get Verified on Instagram? 8-Step Guide

Benefits of Using Instagram Business Chat

There are several benefits to using Instagram Business Chat, including direct communication with customers, better customer service, and increased sales. Let’s understand these benefits in detail. 

1. Direct Communication with Customers

Instagram Business Chat allows people to send messages to companies easily. This helps build better relationships and allows for personalized customer service. Moreover, this direct interaction allows businesses to address concerns, answer questions, and gather valuable feedback from their audience, ultimately improving customer satisfaction and loyalty.

2. Improved Customer Service

With Instagram Business Chat, businesses can offer prompt and efficient customer service. Quick responses to customer inquiries show a company’s dedication to satisfaction. This helps build trust and loyalty.

The ability to set up automated responses and auto replies for Instagram account ensures that customers receive immediate acknowledgment of their messages, even when the business is unavailable. Furthermore, effective use of Instagram Business Chat can give companies an edge over competitors as businesses that excel in Instagram Business Chat are more likely to attract and retain customers.

3. Increased Engagement and Sales

Instagram Business Chat opens up a channel for one-on-one interactions between companies and their customers. This allows businesses to engage in personal conversations, answer questions, and address concerns directly. Such personalized communication often results in stronger customer relationships, increased brand loyalty, and potentially higher sales as customers feel more connected and valued.

4. Streamlined Communication Management

The centralized inbox in Instagram Business Chat allows efficient management of all customer conversations. It saves time and ensures every message receives attention. This means businesses can easily keep track of inquiries, delegate responses to team members, and maintain a consistent brand voice across all interactions. The organized inbox also allows businesses to review past conversations, providing valuable context for future interactions.

5. Cost-Effective Communication Channel

Instagram Business Chat offers a cost-effective way for businesses to communicate with their customers. In fact, the Instagram Business account is free for every business. This means you can reduce their customer service expenses while still providing high-quality support to their audience.

You May Also Read : What is Instagram Messenger and How to Use It to Grow Your Business?

How To Set Up Instagram Business Chat

Now that you know what is business chat on Instagram, let’s understand how to turn on business chat on Instagram. 

Step 1: Enable Instagram Business Chat

• Go to your profile, tap “Edit Profile,” and scroll to “Contact Options.”
• Add or update your business email and phone number.
• Toggle on the “Chat” option.

Step 2: Set Up Automated Responses

• Go to your profile, tap the hamburger menu, and select “Settings.”
• Choose “Business” and then “Automated Responses.”
• Then click on “Instant Reply” and craft messages for common inquiries or greetings.

Step 3: Customize Your Away Message

• Follow the same path as in Step 2 to reach “Automated Responses.”
• Under “Away Message,” compose your message and set the display period.

Step 4: Manage Your Inbox

• Tap the Messenger icon on your profile to access your inbox.
• Read, reply, and manage customer conversations from this central location.

Step 5: Utilize Quick Replies

• Go to your settings, select “Business tools and controls”, and then “Saved Replies“.
• Compose frequently used responses and assign shortcut keywords.

Step 6: Monitor and Analyze Your Performance

• Access insights by tapping the hamburger menu on your profile.
• Select “Insights” and scroll to the “Messaging” section.
• View metrics like response time, chat volume, and customer satisfaction.

How To Use ControlHippo To Manage Your Instagram Business Chats? 

ControlHippo’s Instagram inbox solution significantly enhances customer engagement, support, and overall marketing outcomes on the platform. ControlHippo’s extensive features and user-friendly interface make it a valuable asset for companies aiming to foster meaningful connections and drive growth through Instagram Business Chats.

Here’s how you can connect your Instagram account with ControlHippo.

Here’s why you should use ControlHippo for Instagram Business Chat management. 

1. Instant Support

ControlHippo enables businesses to deliver quick assistance to customer inquiries through live chat support, ensuring timely resolution of issues and enhancing the overall customer experience.

2. Automated Responses

Use ControlHippo’s “Quick Reply” feature to handle frequently asked questions, freeing up your support team to focus on more complex customer needs. It also allows businesses to set away messages for off-hours, managing customer expectations effectively.

3. Personalized Interactions

ControlHippo provides pre-built response templates that enable businesses to customize their interactions for each customer, creating a more engaging and personalized experience.

4. Unified Dashboard

The platform consolidates all customer conversations into a single, intuitive dashboard, allowing support teams to categorize, assign, and manage chats efficiently based on the nature of the queries.

5. Analytics and Insights

The platform offers extensive tracking and reporting features, allowing businesses to analyze engagement rates, monitor marketing performance, and identify customer trends for informed decision-making.

6. Seamless Integrations

ControlHippo seamlessly integrates with popular CRM and customer support tools, facilitating the synchronization of customer data and streamlining workflows.

7. Broadcast Campaign

Send promotional messages to your audience at scale with ControlHippo’s broadcast campaign feature. Schedule your message to reach your customers at the right time.

Must Read : How To Create An Instagram Broadcast Channel: A Step-by-Step Guide

How To Use Meta Business Suite Inbox for Your Instagram Account?

Meta Business Suite Inbox is a tool designed to help businesses manage their Instagram and Facebook communications in one place. Here’s a step-by-step guide on how to use Meta Business Suite Inbox for your Instagram account:

Step 1: Set up a Meta Business Suite account

• Go to business.facebook.com and click on “Create Account.”
• Go to “Business Assets” under “Settings” and click on “Instagram Accounts.”
• Follow the prompts to set up your account and connect your Instagram and Facebook profiles.

Step 2: Navigate to the Inbox

• Once logged in, click on the “Inbox” tab in the left sidebar.
• Here, you’ll see all your Instagram and Facebook messages, comments, and story replies.

Step 3: Manage your messages

• Click on a message to view the full conversation.
• Reply directly within the Inbox or use features like labeling, assigning, or marking as done.
• Use the search bar to find specific conversations or filter messages by platform, message type, or label.

Step 4: Set up automated responses

• Go to “Automated Responses” in the left sidebar.
• Create and customize instant replies, after-business-hour messages, and welcome messages for Instagram account to simplify your interactions.

Step 5: Assign and collaborate with your team

• Add team members to Instagram account via Meta Business Suite account.
• Assign messages to the right agents for faster response times.
• Leave internal notes on conversations for better collaboration.

Step 6: Track your performance

• Go to the “Insights” tab to view metrics such as response times, messaging volume, and customer satisfaction.
• Customer feedback and interaction data can inform improvements to your products.

Step 7: Integrate with third-party tools

• Meta Business Suite Inbox integrates with various third-party tools like Shopify, ManyChat, and Hootsuite.
• Integrate your existing business tools with your Instagram messaging to create a more efficient workflow.

Discover More : How to Add and Manage Multiple Instagram Accounts?

Conclusion

Instagram Business Chat enhances customer interaction for companies. It enables direct support, simplifies communication, and offers valuable customer insights. While Instagram’s native tools are useful, third-party solutions like ControlHippo can extend these capabilities, offering additional features to boost communication efficiency. With ControlHippo, you can manage all your Instagram conversations from a single, user-friendly dashboard.

Updated : July 28, 2024

Rohit Rajpal

Rohit Rajpal is an accomplished writer with a deep understanding of technology, digital marketing, and customer service. He brings extensive expertise in ERP and CRM systems, blending technical insight with clear, engaging content. Rohit’s work bridges the gap between complex concepts and accessible communication for diverse audiences.

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