2017 brought a great deal of exciting changes for business messaging. At the Apple Worldwide Developers Conference in June, Apple introduced Business Chat. This new feature will allow users to communicate with business directly via iMessage. Customers can also schedule appointments and make payments via Apple pay. Apple is setting themselves up to compete with Facebook Messenger and Facebook owned WhatsApp Business chat.  The functionality should be enabled on all devices with iOS 11 by Spring of 2018. Businesses are taking note, and chat is revolutionizing how businesses and consumers are communicating.

 

Why It’s Taking Off

Millennials dislike making phone calls and prefer to text. This gives them the opportunity to reach out to businesses through their preferred method of communication. It means less waiting time, no hold music, and the ability to continue working on other activities while they wait for a resolution. For the business, there are also many benefits. Chat allows a continuous record of communication and information. This saves time and frustration for both parties.

 

How They All Match Up

One of the limitations of Apple Business Chat is that it would only function on Apple Products. In contrast, Facebook is adopted by a huge number of both iPhone and Android users. Another player in the race for consumer to business chat, Google Adwords text message extensions, allows you to include a link to message a company directly in your ad.

 

An Example of Chat Dominance

WeChat, China’s most popular chat messaging app, which is subsidized, monitored, and censored by the Chinese government, has become extremely influential. The app has 902 million users and sends 38 billion messages a day.[1] No other app has so thoroughly dominated a market. Chinese use the app for almost everything, from calling a cab, paying bills, and even reaching out to government agencies. It is unlikely that this type of dominance would take place in a more capitalist county, where competition is likely, but only time will tell.

 

Final Thoughts

If you are a business owner, it may be time to begin considering how you can take advantage of new business to consumer chat functions. It is sure to benefit both you and your customer. Business to consumer chat is a win-win for all.

If your business is an innovator business to consumer chat and would like your story featured on Modern Business, contact us at www.modernbusinesstv.com for consideration.

[1] https://www.theverge.com/2018/2/1/16721230/wechat-china-app-mini-programs-messaging-electronic-id-system