In addition to WhatsApp, Facebook Messenger, Twitter and WeChat, Local Measure Engage for Amazon Connect now allows agents to receive incoming direct messages from customers using Apple Business Chat. While continuing to streamline contact center operations with a single interface for all customer communications, the addition of Apple Business Chat also improves the customer experience with convenient, 24/7 access to a customer service representative.
Business Chat was launched by Apple to give customers the ability to start a conversation directly with a business via the convenience of their iPhone, iPad or iPod touch. Customers simply click on the Business Chat icon which can be found when searching for a company in either Maps, Safari or Search. This single-step process starts a Message directly with the business. As Apple’s messaging suggests, it ‘makes connecting with your favorite companies as easy as texting your favorite people’.
In today's world, customers want convenience. They don't want to make a phone call, make their way through an endless labyrinth of options 'Press One for Sales, Press Two for Support, only to sit on hold for hours.
Making life easier for businesses and customers is exactly what Local Measure continually strives to achieve. So after Amazon Connect integrated Apple Business Chat, Local Measure was quick to enable it too. From a customer perspective, Apple Business Chat offers the convenience people want. Customers can ask questions, schedule appointments, resolve issues and even make purchases within Messages on their iPhone or iPad.
From a business perspective, the more digital channels available to customers, the stronger the contact center omnichannel customer service offering is. Digital messaging is far more cost effective and means that contact center agents are no longer limited to only one voice call at a time - they can now manage up to five customer queries at once, making them far more efficient and productive in their work.
In today’s world, customers want convenience. While they still want a human experience, they don’t have time to sit on hold waiting to speak with a contact center agent. They don’t want to make a phone call, make their way through an endless labyrinth of options “Press One for Sales, Press Two for Support” only to sit on hold for hours. Instead, they'd prefer to communicate with businesses via digital messages, on their channel of choice, from the convenience of their own device, at a time that suits them. Apple Business Chat provides asynchronous convenience and by including it as a mobile messaging channel within Engage for Amazon Connect, businesses can strengthen their customer engagement and ultimately improve the overall customer experience.
Learn more about out how Local Measure Engage for Amazon Connect can help improve customer engagement while simplifying your customer service.