Apple has expanded its iMessage-based Business Chat customer service platform into Australia, Canada, France, Germany, Italy, Japan, Singapore, Switzerland, and the United Kingdom, making the tool available to businesses using a compatible Customer Service Platform (CSP).
First announced last year at Apple’s annual World Wide Developers Conference, Business Chat is a messaging platform that allows businesses to provide customer support over Messages. Companies can create their own custom response app extensions for use with Business Chat. As demonstrated by Apple at launch, an airline can build a seat selector, presenting a user interface the user can interact with to return their choice.
Business Chat (shown as a small Messages icon) now appears as an option when searching for supported companies through Siri, Safari, Spotlight, or Apple Maps on iOS. – Currently, only a small number of businesses are utilising the Business Chat support feature, but any company registered with Genesys, LivePerson, Nuance and Salesforce customer service platforms will soon have the ability to request inclusion within the service.