Challenge:
4ocean sees huge engagement on their social media, especially on Instagram. But this massive engagement comes with a caveat: huge volumes of daily messages and mentions. Customers want fast responses from businesses, but it was challenging for 4ocean to respond to people and engage with their audience on Instagram Stories natively on the app. What 4ocean needed was a platform that could streamline their notifications to ensure that all messages received a response and give them visibility they needed on Instagram.

Solution:
4ocean partnered with Clarabridge to better manage customer conversations. The 4ocean team worked with Facebook and Clarabridge to integrate the Messenger API for Instagram into Engage, where direct messages from customers were automatically tagged and sorted into a dedicated folder. With Clarabridge’s customer management solutions, the company routed all its social media mentions to Clarabridge Engage, routing and organizing by public tags, private messages, and mentions in Instagram Stories.

Success highlights:

• 76% of customers received responses within 10 minutes
• 100% relevant daily messages received a response
• 30% estimated increase in daily message response rate
• 94% response rate on daily messages with Clarabridge Engage