Last month, Apple announced their latest push into messaging with the launch of Business Chat. This feature (launching in the fall as part of iOS 11) has the potential to revolutionize the customer experience by seamlessly connecting support, search, payment, and real-time order tracking all through iMessage. Currently there are over 1 Billion iOS devices, 76% of which are currently on iOS 10, which means that there is already a massive user base to take advantage of this feature worldwide.
At Chatdesk, we are constantly looking at the newest innovations in the customer experience space and even put together our own predictions for 2017 last December. The second on this list was that SMS and messaging would begin to more closely resemble Facebook Messenger for customer service. Our prediction here was accurate, and Apple has taken the customer experience even further than we imagined. This is because Apple has integrated iMessage with other productivity tools including, iCal, Apple Maps, and Apple Pay. Therefore, Apple has enabled customers to perform a series of tasks without ever having to leave the Messages app. Business Chat does not currently employ any chatbots and therefore all interactions will be with human agents who can give personalized support.
Overall, Apple Business Chat can be beneficial for the following reasons:
Here are some more details about how it will work and some of the exciting features included:
Customers will find links to Apple Business Chat in Safari Browser, Apple Maps, Siri, and within apps and websites. During a conversation, businesses can do the following all within iMessage and streamline customer experience:
We see Apple Business Chat as a potential game-changer for customer experience. You can register for the developer preview here.