The Business Chats feature stuck out to me the most among all the new iOS 11.3 capabilities described by Apple. Since its initial debut at World Wide Developer Conference (WWDC) last year, this has been one of the most anticipated features. This Spring, the functionality will launch, and Apple has also revealed a number of partners.
Apple’s initial foray into this form of communication is business chat. However, a tonne other apps are available that provide the same functionality. Facebook Messenger and the freshly released WhatsApp for business are both available. It is safe to argue that Apple is joining a field that is already rather crowded. Apple might succeed with this, though, for the following reasons:
First off, iMessage and Apple’s corporate chat are completely integrated. In other words, there’s no need to completely adapt to a new service. Although it can feel a little unusual communicating with a company via text, according to TechCrunch, most customers prefer messaging a company than calling customer support. Since I have the option, I honestly choose the chat option.
Additionally, Apple’s business chat does not provide the user’s contact details to the businesses. Since most people would find it useful, this could completely shift the game for Apple. You are free to exit the discussion whenever you like. Therefore, consumers can simply find their answers quickly and move on.
The function extends beyond simple chat with customer service. You may plan an appointment or even make a purchase right from the app, as seen in the screenshot above.
Users of the business chat function can currently talk directly with a few specific organisations, but it is anticipated that Apple will expand the possibilities of this service over time by partnering with other businesses.
Last but not least, it’s important to remember that Apple hasn’t announced a release date for iOS 11.3, only a firmware upgrade timetable for the spring. Therefore, let’s cross our fingers and hope for the best.