Businesses can use Instagram DMs to chat with customers in real-time, confirm purchases and collect payments.
Instagram will now let users place and track orders directly in the app’s DMs as it increases its pivot to social shopping. Instead of heading to a specific brand’s online retail store or Facebook/Instagram shop, shoppers can search for and purchase products with the help of brand representatives in Instagram's messaging service..
Similar to the WhatsApp payments’ messaging feature, Instagram’s new DM features will allow customers to chat with businesses in real-time, ask questions and confirm purchase details. Instagram’s latest update aligns with the general consumer trends surrounding social shopping, including frictionless shopping experiences.
According to a Hubspot survey, one in four people between 18 and 24 have used social media DMs for customer service in the past three months. Additionally, about 28% of social media users between ages 18 and 34 have bought a product directly in a social media app in the past three months.
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