Last month we wrote about how a Google AdWords beta is revolutionizing digital advertising by letting businesses embed “text” calls-to-actions on mobile search results. Now, Instagram is the first social media platform to allow customers to text businesses instantly with the click of a button.
Instagram has begun to roll out new business tools to streamline customer experience and drive engagement with texting. Business Insta-accounts have a “contact” button that gives followers the option to “text” the business’s phone number. This is great news for anyone who dislikes picking up the phone to call –which is a lot of people, according to a 2014 Harris Poll survey:
“44% of consumers with texting capabilities would prefer to press a button to initiate a text conversation immediately.”
This texting feature gives consumers a time-saving way to engage a business without having to wait on hold, and provides the luxury of keeping the conversation going when it’s convenient for them. For Instagram’s tremendous audience of millennials and Generation Z’ers, texting is already ingrained in their daily routine. Allowing them to text their favorite brands makes perfect sense.
How it works
Customers click the contact button on your business’s IG bio. They are presented with the option to text this business. Clicking that option launches their texting app, ready to go with a pre-loaded message and number. They just have to hit send, and voila!
Instagram’s new tool opens up a ton of possibilities. Let’s say you follow your favorite restaurant, and they just posted a pic of a new gourmet pizza. Now, you can text in your order or reservation. Or maybe you follow a boutique clothing store who just posted a picture of a beautiful leather jacket. Texting lets customers quickly ask about inventory or store hours.
Which would you choose: Call or Text?
Unfortunately, it’s one or the other for now. Instagram allows you to put EITHER a call or text button on your profile. We recommend text, but we may be biased 😉
To add a text button to your profile, follow these instruction:
- Making sure your Instagram account is a Business Profile (you can access this in Settings).
- Click Edit Profile.
- Choose Business Contact Information.
- Hit the phone icon.
- Under “How would you like to be reached?”, click Text.
*Note: You must have the latest version of Instagram to use the click-to-text feature.
Ideally you have a Zipwhip text-enabled phone number. It ensures you’ll have a functional, business-grade platform to deal with all those incoming texts. And, it will let you keep your EXISTING landline, toll free, or VoIP number — the same one you advertise customers to call.
Follow us on Instagram @zipwhipinc.