- get answers to their questions while browsing from anywhere on their Apple devices: they will be able to see a message button to interact with a business on Business Chat from Safari, Maps, Spotlight and Siri. And it’s also an advantage for brands as they are becoming ubiquitous!
- Resolve issues from their iPhone, iPad or Apple Watch… but also from any links they may tap on from their Apple Mobile devices (links on an email or website for example)
- Complete transactions via Apple Pay in a secure manner as chats are encrypted on Business Chat.
And businesses can:
- associate their online business with their brick and mortar stores: developers can link the NFC technology and photo uploads in the app for real world interactions to happen. With iMessage’s extensions, customers can also select their seat on a plane for example.
- offer payments on the app without any middle party: customers pay on Business Chat directly via Apple Pay.
- provide their users with a seamless experience: everything can be done from Messages (from search, recommendations to payment).
“Every single new feature presented by Apple is easily and perfectly integrated with the brand’s ecosystem. Business Chat is no exception to the rule and is integrated directly within Messages. Users already know the app and can use Business Chat to have a smooth and rich conversational experience with the brands of their choice.“ Simon Liotier, iOS developer at iAdvize.
“Business Chat is the new way to help your customers directly in their daily life only when they ask for it. Like they use the Messages app to chat with their friends and family, they will now be able to contact you at any time keeping the focus on what they need and the control on how they will be notified.” Alexandre Karst, iOS developer at iAdvize.
Read more: 4 tips to engage your customers on mobile
Apple has added a simple and yet very useful feature to Business Chat: chat intent. Now, businesses can understand the context of the customers they are interacting with. How? They simply add elements on the links they share to interact on Business Chat! This way, they can track customers on where and when they tapped on the link to go to Business Chat to know which product they need help with for example. It can be of great help to businesses to distribute conversations to the right agent (if customers are on the product page of a specific product or service one of the brand’s customer service agents is specialised in or if they are on a page dedicated to customer support they could be put in contact with the support team directly for example).