How Instagram Story Can Improve Your Customer Experience

How Instagram Story Can Improve Your Customer Experience

The world of mobile apps is getting more and more exciting by the day. Take Instagram, for example. The photo-sharing platform continues to evolve since Facebook acquired it in 2012.

With 800 million users around the world, Instagram has been working hard to engage digital consumers with memorable photo and video content.

IG Story is one of the fruits of that labor. This IG in-app feature lets Instagrammers share highlights of their day by choosing a bunch of photos and videos to add to the story. The stories appear above the fold, play in the form of a slideshow, and can be viewed by people in one’s network for 24 hours.

In the same way, IG Story provides a way for your business to keep customers in the loop about what’s happening to your organisation, similar to what customer experience outsourcing services do for your business.

IG Story helps your brand connect with your audience in a fun and creative way. Another equally important thing with IG Story is that it can help you improve customer experience in your business through its customer-centric features.

Here are different IG Story ideas you could try to enrich the customer experience of your brand’s followers:

1. Type

(Image source: Pop Sugar)

Although Instagram is best known as a platform for sharing photos and videos, there are moments when words work better in conveying a message such as when you want to promote important information straightforwardly.

Enter Type – the most basic but an essential feature of IG Story. As the name implies, it lets you type away your story if you want to keep it simple minus photos or videos. You could choose the font style and background colours for the text in your Story, too.

Use Type to direct your customers’ attention to limited-time discount codes, to indicate your store hours during a special event or holiday, or to simply say hello – with or without photos or videos.

2. Live

(Image source: Student Show)

Live videos are one of the most widely used features that help users and brands create stories. You could explore this feature if your goal is to drive higher rates of engagement among customers.

For instance, you could go live to document company events and product launches in real time. At the same time, you could host a contest right there and then, invite people to join, and pick a winner from among those who join your Live Story.

Live is also a convenient way of alerting your followers that you have new content such as tutorials or product demos. You can also have a Q&A session with your followers during the live broadcast.

3. Normal

The Normal mode on Instagram Story lets you take photos or short videos to which you could add a gamut of elements like GIFs, stickers, location, filters, icons, text, and hashtags.

There are many ways this feature can work for you. For one, it’s a good tool to create user-generated content (UGC). If you have customers who are tagging your brand, product, or service in their content, you could request them to use their story and add it to yours. It’s a way to thank your customers for their loyalty to your business.

Alternatively, you could invite your followers to submit their photos showing how they’re using or enjoying your product or service along with a brand hashtag. Testimonials of this kind can boost your popularity as a customer-oriented brand and increase your conversion rates.

To encourage more submissions, you could offer some rewards.

4. Boomerang

The Boomerang video app in Instagram lets you take a series of photos and turn them into a one-second video. The video creates a loop similar to GIFs so that it can be played backwards and forwards.

(Image source: Pop Buzz)

You could use Boomerangs to create short-form content, which is appealing to today’s users with a short attention span. Boomerangs can be handy when you want to capture candid moments, which can be a great way to show the sociable side of your brand.

5. Superzoom

The name of the feature is quite self-explanatory: it lets you take a video of something in close-up or superzoom mode. A beat-like sound is also played in the background as your story is viewed.

Superzoom your product to give viewers a closer look at its appearance – colour, texture, design, the material used, and the like.

If you’re a clothing retail startup, you could even include a poll to ask a Yes or No type of question among your customers. “Do you think we should include this shade or colour in our springtime collection?”

This way, you can include your customers in the decision-making process of your business. After all, you’re creating products that you want your customers to find useful or attractive.

Wrapping Up

Note that most photos or videos you take for your Instagram Story can be added with other text- and graphic-based effects like location, temperature, GIFs, time, mention, hashtag, day, and stickers.

You can be as creative as you want with your Stories to increase your relevance as a brand and develop a greater connection with your audience on this platform.

With these ideas, you’re now ready to use IG Story to wow your customers. Remember, after posting or publishing your Stories, it’s important to keep track of your followers’ comments, messages, or reactions to help you create more compelling and engaging stories in the future. This way, your customers will love their IG experience with your brand even more.

Adel Zsurzsan

Adel Zsurzsan started as a Service Desk Analyst at transcosmos Information System. Currently based in transcosmos Hungary office, she now serves as the company's Business Development Advisor, helping the company grow and explore partnerships and opportunities. She speaks fluent English, Dutch, Romanian, Hungarian, German, French and Spanish.