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Instagram adds FAQ feature in chats for businesses, creators

November 25, 2020

Rumblings of an Instagram FAQ setup page for brands and creators indicate the photo-messaging app is looking to give mobile marketers more ways to easily manage their interactions with users. Like FAQ pages on websites, the self-serve feature could help to improve customer service while easing the pressure on businesses and creators to answer similar questions repeatedly. As Instagram prioritizes channels like e-commerce, the ability to quickly resolve problems could be more important, as consumers who feel burned by a faulty purchase or interaction might look elsewhere or be warded off shopping through their phones — a tactic that’s seen increased traction during the pandemic.

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