With Business Chat integration, retailers who use Zendesk tools for customer support will be able to interact with customers using the Messages app, providing more prompt and responsive support.
"Today's customer expects to communicate with businesses in the same way they do with friends, on whatever channel is most convenient for them." said Caitlin Henehan, VP & GM of Zendesk Chat. "Zendesk's integration with Apple Business Chat Beta will allow customers to engage with businesses on a much more personal level through Message. Companies will be able to provide timely responses and interact on the channel that is familiar and accessible to the consumer."First announced when iOS 11.3 was previewed in January, Business Chat is designed to allow iPhone, iPad, and macOS users to communicate directly with businesses right within the Messages app. Business Chat allows users to chat with businesses, schedule appointments, and make purchases.
As with most of its services, Apple focused on privacy with Business Chat. No business is provided with a user's contact information and chats can be ended at any time.
In addition to Zendesk support, several major companies are supporting Business Chat at launch, including Lowe's, Discover, Hilton, and Wells Fargo. Additional businesses are likely to begin adopting the feature in the near future.
Business Chat is currently in beta and is available to users who are running iOS 11.3 in the United States.