Back in early 2018, Apple introduced Apple Business Chat. Business Chat is a powerful new way for organizations to connect with customers directly from within the Messages app. In iOS 13, Apple has added Chat Suggest, which makes Apple Business Chat easier for customers to discover.
Previously, Apple Business Chat was offered from Apple Spotlight Search, Apple Maps and on a company’s Contact Us page. But many customers find companies in Google search results. Apple Chat Suggest makes Apple Business Chat alive in search results and anywhere else in which a customer might call from their iPhone.
Why Is Apple Chat Suggest Relevant?
Do your customers call you? If you are one of the handful of companies where you don’t engage with consumers over the phone, skip ahead. For the rest of the world, let’s get real. Wouldn’t it be great to reduce the number of inbound phone calls and to shift consumers to messaging? Yes. Yes, it would.
According to Statista, there are currently more than 100 million iPhone users in the United States, accounting for about 45% of all smartphone users in the United States. It’s a safe bet to assume that at least half of your customers have iPhones and they all want to use the convenience of messaging to contact you. Apple Business Chat is built into iMessage and included with every iOS-enabled device there’s a huge market to address.
Chat Suggest for iPhone became available when Apple iOS 13 was introduced, ushering in a new way for your customers to engage with your brand. When customers tap on any of your registered business phone numbers, a small window called a phone sheet appears allowing your customers to choose between voice and messaging.
By tapping on the “messaging” icon customers can contact you through Apple Business Chat in the Messages app. Your customers have immediate access to messaging with your company which reduces phone call volume to your contact center.
The Benefit Of Chat Suggest To businesses
Messaging offers a better agent to customer concurrency ratio compared with either voice or live chat. Brands reduce their contact center operational costs by launching Chat Suggest.
By enabling Chat Suggest, you can:
- Deflect calls before they reach your IVR queue
- Reduce voice support costs by shifting call volume to messaging
- Improve agent concurrency with messaging, enabling agents to manager 6 or more conversations at a time
- Increase customer satisfaction by reducing wait times and getting cut-off in mid-conversation on phone lines
- Better customer experience with built-in features, such as Apple Pay, list pickers, time pickers, and Augmented Reality
Do more than a phone call ever could with Apple Business Chat. Have you ever tried sending an image over the phone? Not possible. Have you ever tried to schedule an appointment over the phone? Painful. Have you ever tried to take payment over the phone? Not the most secure. With Apple Business Chat, everything is possible, private, secure, and most importantly, easy.
Think about it from your customers’ perspective. If you were in their shoes, do you want a phone call to be the only option offered? What if you are going into a meeting, headed to pick up kids, hanging out with friends? Do you really want to call a business, navigate a phone tree, wait on hold, and then have to talk to at least one person to get a question answered? No. You don’t.
Stopping everything to make a phone call is quite possibly one of the least convenient things to do today. Our lives are too busy to sit down and focus on just one thing.
As you can see from the screenshots,one of our clients, Brinks Home Security, has already taken advantage of Chat Suggest. Now, when consumers tap on Brinks phone number from their Apple device, they are presented with the option to message or text in addition to call.
How Do I Get Chat Suggest For My Business?
If you are interested in taking advantage of Apple Business Chat and offering messaging to your customers, there are 2 steps. The first is to identify what Apple calls a Customer Service Provider, or CSP. and the second is to create a Business Chat account.
- A Customer Service Platform (CSP) is required to connect your business to the Business Chat service. A CSP provides the software and services necessary to allow your agents to respond to customer messages sent from the Messages app on Apple devices. Fortunately for you, Quiq is already an approved CSP and has many clients live on Apple Business Chat.
- Register with Apple and create a Business Chat account (BCA). Quiq will be your guide throughout this process.
A significant shift in the way consumers communicate with brands is happening, with Apple leading the charge. Chat Suggest takes Business Chat to the next level by proactively offering consumers the option to chat/message with a company instead of calling. Your customers will be happier and your business will be more efficient!
As an authorized Apple Customer Service Provider, Quiq helps brands present their customers with consistently jaw-dropping customer experiences across SMS/text messaging, Apple Business Chat, Google Rich Business Messaging, web chat, and social channels.
With Quiq’s Conversational Engagement Platform, companies can easily orchestrate commerce and service conversations involving both bots and humans. For more information about Quiq, go to www.quiq.com.