Apple Business Chat: The Next Big Disruptive Force in Customer Service?

T. Banting

Summary Bullets:

• Apple Business Chat will launch in 2018; it will allow businesses to add live support features that enable customers to communicate, utilize Apple Pay and more.

• Any iOS 11 user will be able to start a chat thread with businesses they find through Siri, Maps, Safari, and Spotlight search.

The Internet revolution has transformed the way customers shop, share their experiences and look for support. Websites, mobile apps, and social platforms shape the way customers do business. Different customers have different communication preferences and in today’s digital environment, many companies are recognizing this shift in customer preference and are implementing new technology to foster greater customer engagement.
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