Meta Threads: Reimagine the future of customer experience

Learn how businesses can elevate their CX strategy using Threads by Meta as a new channel for customer engagement.

In the rapidly evolving digital world, businesses are on the lookout for innovative channels to engage with their customers. Introducing Meta Threads, the newest customer experience frontier that is redefining how businesses interact with their customers. Threads hit 2 million users within two hours of its launch on June 5th, 2023 – and 30 million by the next morning, making it the most rapidly downloaded app ever.

Built by Instagram, Threads aims to offer a friendly environment for users to interact with one another and replicate the positive experiences shared on Instagram through a text-based platform. It will be mainly used for sharing text updates and joining public conversations.

Finding friends and other individuals to follow is a process much like any other social media app, you’ll just need an Instagram account to sign up.

The difference between Instagram and Threads is that Threads enables members to exchange ideas and share events through longer discussions. Instagram is more focused on sharing experiences through images and videos. Threads is a text-based social app where members can share personal updates, discuss current events, and news, and engage in a conversational manner supported by rich media.

With its unique set of features, Meta Threads can become the go-to platform for reaching specific types of audiences, revolutionizing the way brands connect with their customers.

In this blog, we will share some key insights on how businesses can elevate their CX strategy using Threads as a new channel for customer engagement.

What makes Threads tick with the audience

Threads has captured the attention of millions of users worldwide, and its key features are the driving force behind its popularity. Dedicated threads, personalized interactions, and seamless omni-channel integration are just a few of the factors that set it apart from traditional social media platforms.

Threads enables more focused and tailored conversations, which resonate strongly with users looking for targeted interactions. This exclusivity has attracted a diverse user base, with statistics revealing a surge in subscribers primarily from tech-savvy millennials and Gen-Z users.

The introduction of search and web functionalities within threads means users will no longer need to exit a thread or chat to access external information. Whether it’s looking up a quick fact, referencing a website, or even conducting in-depth research, all can be done without leaving the conversation. This seamless integration is expected to make digital interactions more fluid and efficient.

Meta has yet to announce when the Threads API will be released. Once launched, the API will help you in scheduling your Threads alongside the rest of your social content.

How businesses can utilize Meta Threads for CX

We all know by now, that Businesses need keep up with the latest trends and technology to engage more efficiently with customers. Threads represents an exciting opportunity for businesses to transform customer engagement. Since your account name is carried from Instagram when you create a Threads profile, you can get the same business tag. You can potentially leverage Threads to:  

  • build a loyal community and engage with customers
  • post exclusive content and tips
  • share product updates, news, and announcements
  • boost customer value and satisfaction

Threads can also complement other Meta channels, such as Instagram Business, by providing more personalized customer engagement. Businesses can strategically integrate both platforms to create a seamless customer journey across different stages of the sales funnel.

While the potential of Meta Threads is evident, it is essential to act swiftly. Early adoption provides businesses with a competitive advantage, allowing them to build stronger relationships with their customer base and stay ahead of the competition.

Without APIs, businesses can still utilize Threads for engagement in the following ways:

  • Personalized communication: Communicate with followers in a personal and direct manner, fostering a sense of closeness and ultimately boosting satisfaction.
  • Build loyal communities: Integrate with Instagram and rebuild on the current follower base to reach new audiences through a different channel.
  • Advanced analytics: Use different tools to understand consumer behavior and track analytics to deliver tailored content and personalized promotions.
  • Exclusive content: Share exclusive content, behind-the-scenes glimpses, and updates with a select group of followers.
  • Real-time updates: Provide real-time updates, product launches, and limited-time offers to their followers.
  • Educational content: Share industry insights, tips, and educational content in a more organized manner and re-share threads on Instagram stories and DMs.
  • Announcements: Make announcements, share updates, and interact with their audience in a conversational style.

The platform could offer a range of use cases, from personalized customer support to exclusive product launches and timely updates. Some prominent brands have already embraced Meta Threads to connect with customers in unique ways.

According to a new report from B2B Reviews, which surveyed more than 400 business owners, 15% of respondents already had a Threads account, while nearly half (47%) said they had plans to make one in the future. 

Future implications and adoption

With this continuous expansion, the future of Meta Threads in the customer experience landscape appears promising. Given the network’s roots in Instagram, it’s no surprise that many of the organizations making the biggest splashes so far are B2C brands. Many already had substantial followings on Instagram that were ported over to Threads.

However, there is something for the B2B brands too. They can take advantage of Threads’ algorithm with engagement-boosting tactics that will get them in front of more people — who hopefully, in turn, will become new followers.

Threads is seen as highly adopted by businesses because it shares similar back-end administration tools to Instagram, meaning that corporate social media managers could have an easier time using the platform.

The real test will be whether Threads can make text content popular again and the basis of a long-term growth machine. According to a report from last year, the average user spent 95 minutes a day scrolling on TikTok, compared with just 29 minutes on Twitter – Instagram and Facebook saw 51 and 49 minutes, respectively.

Threads as a platform has the infrastructure to do proper content moderation and management that would make it advertising-worthy.

Are you thread-y for it?

Meta Threads is a game-changer for today’s era of customer experience. Its unique features, personalized interactions, and omni-channel capabilities have solidified its position as the fastest-growing social platform. Businesses that embrace Meta Threads now can create lasting connections with their customers while elevating their CX strategy to new heights.

Don’t miss out on the chance to revolutionize your customer experience—be an early adopter and reach out to us to explore how Meta Threads can transform your customer engagement.  After all, Threads as a social media platform is providing an opportunity for you to meet customers where they are on social media and offer them hyper-personalized conversational experiences.

Get ready to revolutionize your CX with Meta Threads

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Sep 20th, 2023
5 min read
Senior Content Marketing Specialist

Jay Ashar

Senior Content Marketing Specialist