Today, consumers prefer messaging over any other form of communication 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. Now, Apple for business is making it easier for consumers to engage from their iPhone or iPad, and continue the conversation from any Apple device including the Apple Watch and Mac.
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 Messages app on iPhone and iPad.
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 users to ask a question about a product or service, or make a purchase using Apple Pay. With Apple Business Chat it’s easier to reach a live person and users are always in control of whether they share any contact information with a business.
“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.”
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 over Business Chat iMessage. For your business and agents, these customer communications must come into one in one place otherwise it would be unmanageable. After all, 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 to be able to respond to these customer messaging communications in a timely fashion.
With an Apple Business Chat integration, your customers are then able to use their native Messages app from their phone or Apple device to send you a message, and your business would then have the necessary tool to be able to manage those conversations and respond back. The experience for your customers is seamless and already integrated, so there is no new learning needed on their part. With the click of a button, they are sending a Business Chat iMessage to your business as easily as they would send a text message to a friend. Even better, your agents will prefer to use messaging because of its asynchronous nature, they can help more customers more easily 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 the 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
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!