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Apple Unveils Business Chat for Connecting Business with Customers - Globalteleforce - ContactCenterWorld.com Blog

Apple Unveils Business Chat for Connecting Business with Customers

A level up for iMessage perfect for businesses and customers.

Apple has unveiled an upgrade for the iMessage during their week-long annual World Wide Developers Conference at the McEnery Convention Center in San Jose. Dubbed as Business Chat, this new customer support messaging platform lets businesses provide customer service through Messages, according to The Apple Post.

"Business chat is a powerful new way for businesses to connect with customers directly in Messages. Using Business Chat, your customers can get answers to questions, resolve issues, and complete transactions on their iPhone, iPad, and Apple Watch. Customers can find your business and start conversations from Safari, Maps, Spotlight, and Siri," according to Apple's Developer site.

This just means that customers can now open iMessage app from Safari, Maps, Spotlight, or Siri and start an interaction with a business. The conversations of customer and business will include basic text chats and other complex functions, such as scheduling an appointment.

According to TechCrunch, Business chat “may be the most promising opportunity for iMessage’s App Store. The idea is that businesses can include some of their app capabilities within a chat."

Apple cited an example in the conference that a customer can actually choose their seats in a fight without opening a new app. Another thing is that customers can shop and buy products straight from Business chat. However, the only payment option available is through Apple Pay. Businesses can show what's in stock in their store, which will appear in chat and will also not require customers to open a separate window or app.

Business chat is expected to come along the launch of iOS 11 and was made possible with the existing Customer Service Platforms (CSP) from Genesys, LivePerson, Nuance, and Salesforce. Now, Apple is allowing developers and businesses to test out Business Chat.

Source: http://globalteleforce.com/blog/apple-unveils-business-chat-for-connecting-business-with-customers

Publish Date: July 3, 2017 5:00 AM


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