Apple Business Chat is making it easier for consumers to contact a business from their iPhone or iPad with a simple tap of the messages button found in map and search results. There’s so many benefits of using Apple Business Chat, we’ve had to create several posts to list them all. In short, It’s not only a better experience for consumers, but it enables a brand to connect with consumers during crucial moments in the customer’s buying experience..
Before a company can take advantage of all of Apple Business Chat’s great features, such as the ability to complete transactions or schedule appointments within a messaging conversation, they must first work with an Apple approved Customer Service Platform (CSP). A CSP is an approved company that provides messaging services. The CSP platform handles customer message routing between Business Chat and the business.
Getting started with a CSP, like Quiq begins with contacting a representative to discuss your unique business needs. In this article we’ll provide an overview of how to get started with Apple Business Chat by working with an Apple approved Customer Service Platform.
Before a company can take advantage of all of Apple Business Chat’s great features, such as the ability to complete transactions or schedule appointments within a messaging conversation, they must first work with an Apple approved Customer Service Platform. A CSP is an approved company that provides messaging services. The CSP platform handles customer message routing between Business Chat and the business.
Getting started with a CSP, like Quiq, begins with contacting a representative to discuss your unique business needs. In this article, we’ll provide an overview of how to get started with Apple Business Chat by working with an Apple approved Customer Service Platform.
Why Deploy Apple Business Chat?
Apple Business Chat makes it easy for consumers to initiate a conversation with a company when searching for a business through Maps, Safari, Search or Siri or even in the businesses’ own app. Business Chat allows consumers to ask a question about a product or service, or complete a transaction using Apple Pay. With Apple Business Chat it’s easier to reach a live person and consumers are always in control of whether they share any contact information with a business. You
“The things that make text messaging the most popular communication channel with family and friends also make it the preferred medium for customers to engage with companies,” said Mike Myer, CEO and Founder of Quiq. “Adding support for Apple Business Chat allows connected customers to engage with businesses in a way that is personal, frictionless, and easy, using the Messages app on iOS. Companies using Quiq will simply have access to a new messaging channel within the Quiq Messaging platform.”
Today, consumers prefer business messaging over any other form of communication to engage with businesses and a lot of companies have had to sit up and take notice. As mobile browsing and chat interactions continue to grow and overtake traditional channels business messaging, especially through rich communication services like Apple Business Chat has quickly become more than a nice-to-have for companies.
What is an Apple Business Chat Customer Service Platform (CSP)?
An Apple Business Chat Customer Service Platform (CSP) provides the software and services necessary to allow your agents or team to easily respond to customer messages right from their desktops.
That is a bit of a mouthful. What does that mean?.
An Apple Business Chat Customer Service Platform is the intermediary between you and your customers’ messaging conversations within Messages. For the efficiency of your business and the productivity of your agents, these customer conversations must come into one place otherwise it would be unmanageable. In order for a brand to connect with customers with a CSP agents would have to manage and monitor multiple channels.
A key to customer satisfaction is a prompt response. This is why you need an Apple Business Chat partner, like Quiq, to provide a single holistic view and respond to these customer messaging conversations in a timely fashion.
With Apple Business Chat, your customers are able to use their native ios Messages app from their iphone or ipad to send your company a message. Using a CSP such as Quiq enables your business to manage those conversations and quickly respond back.
The experience for your customers is seamless and already integrated into iOS, so it’s easy to pay directly using Apple Pay or schedule appointments. Because Business Chat is built into iOS, it can let you know about any conflicts on your calendar.
With a tap of the Messages button, customers send a message to your business as easily as they would send a text message to a friend. Even better, your agents will prefer to use business messaging because of its asynchronous nature and they can easily help more customers on a platform they already know how to use. It’s a win-win for customers and businesses.
The Quiq messaging platform provides contact center agents a robust set of features that ensures messages are routed to the appropriate person, prioritizes conversations based on a customer’s responsiveness, and helps agents collaborate with peers or managers to resolve issues quickly. The Quiq Messaging UI presents the contact center agent with the user’s conversation history for easy reference and integrates into other CRM solutions to give agents a full view of the customer history.
What you need to get started with Apple Business Chat
To get your company started with Apple Business Chat, Apple requires businesses to set up a Business Chat Account, but before they do so, they should follow these steps to ensure a smooth approval process with Apple.
First, your company should outline the business need to support starting a Business Chat Account. This should provide a very clear explanation for why you want to enable Business Chat for your customers as well as outlining a process for how to identify and authenticate customers within Business Chat. If this sounds a little technical, it’s because it is, which is why it is essential (and required) to have an Apple Business Chat Customer Service Platform (CSP).
There are very specific requirements for the type of account your business will choose to enable with Apple and applications are reviewed carefully. To qualify for a Business Chat Account, you must have an asynchronous messaging platform staffed by live agents during business hours. An Apple Business Chat partner, like Quiq, can help navigate the process and requirements set by Apple to get started with setting up a Business Chat Account.
Quiq is here to help.
Contact an Apple Business Chat expert today
Quiq was one of the early Customer Service Platforms (CSP) to support Apple Business Chat, which is a new way for users to communicate directly with businesses using the native iOS Messages app on iPhone and iPad.
Once you have addressed the business need, outlined a plan to support inbound Apple Business Chat conversations, and selected an Apple Business Chat CSP, you’re ready to create a Business Chat Account.
As a part of getting your Business Chat Account submitted, your business will want to set up an internal testing account. This gives your business an opportunity to see and test Apple Business Chat internally prior to exposing it to your customers. At this point, you will need to have chosen an Apple Business Chat CSP, in order to proceed with testing. With your internal testing account, you’ll then be able to send and receive messages through your CSP. As an additional resource, Apple has provided a step-by-step guide to Getting Started with Business Chat.
Ready to get started?
Quiq makes it easy for customers to contact a business via Messaging, the preferred channel already in use with friends and family. In return, companies get a digital engagement platform to communicate with customers. Try it out yourself today with a free demo!