Apple is stretching their legs into new territory through its new integration: Apple Business Chat. This new feature allows users to chat with customer support representatives directly through the iMessage app included in all iPhones and iPads without giving any identifying information to the companies, unless given by the customer themselves. This is but one of many shifts companies are embracing in order to fulfill the customer’s growing demand for direct attention and is poised to compete with other similar services such as: Facebook Business Messenger, WhatsApp, WeChat, Line and Kakao Talk as well as Google, who is using Rich Communication Services (RCS) to create a better designed messaging exchange between businesses and customers that use Android phones. It’s not hard to imagine that soon, companies will be working with RCS or Apple Business Chat in order to stay up to date.
I can imagine the endlessly useful situations this would provide for consumers and companies. Can you imagine texting Sephora to check if they have your favorite foundation in store? Or simply shooting a text to check a company’s hours? In my case, I already have trouble responding to texts from friends and family. Adding companies to the list makes me consider making the switch to a “dumb” phone.
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