Instagram has been rolling out changes to help both the audience and brands cope with the new normal. E-commerce has risen due to the lockdowns and social distancing measures. The platform recently rolled out branded content tags, Guides tab, and keyword search. Today, Instagram tests a new FAQ option.
The new FAQ option will be made available to Instagram business accounts. Such a feature allows brands to quickly launch a question and answer discussion in their direct feeds. An FAQ tab will be visible to the brand’s chat window. When a user wants to submit a query, they can check if the FAQ can address their concern. Businesses can add up to four questions on the FAQ tab.
Instagram tests a new FAQ option as of 24 November 2020.
Implications for Marketers:
Instagram’s FAQ tab can be a new way to better provide customer service among Instagram users. For marketers, this can be a great way to complement Instagram’s e-commerce solutions – live shopping and QR codes. By addressing a customer’s concern quickly through FAQ, it will likely increase sales conversion.