In today’s fast-paced digital landscape, effective communication is the key to success for any business. Apple Messages for Business (AMB) isn’t just for personal chats and emojis. It can also be a powerful tool for businesses to streamline communication, enhance customer engagement, and drive growth. With Dynamics 365 Customer Service, you can use AMB to expand your consumer reach, reduce costs, and provide a seamless experience for both businesses and customers. In this blog post, we’ll delve into some compelling benefits and best practices to help you harness the full potential of AMB in your Customer Service organization.
Expand your global reach to mobile users
Apple’s ubiquity is one of its most significant advantages. With over 2 billion active devices worldwide, AMB provides a unique platform to tap into a global audience. Whether your business operates locally or has a worldwide presence, leveraging AMB ensures that you can reach your audience wherever they are, without the limitations of geographical boundaries.
Drive customer engagement with multiple entry points
Apple Messages for Business offers a multitude of entry points for customer engagement. Customers can initiate conversations by searching for your company in Apple Maps, Safari, or Search and simply tapping the Messages icon. Additionally, integrating a messaging link into your website, app, or other touchpoints makes it convenient for customers to start a conversation. These diverse entry points cater to different customer preferences, ensuring that you’re meeting them where they are most comfortable.
Deflect calls with Apple’s Message Suggest
An ingenious feature that can significantly benefit businesses is Apple’s Message Suggest. When your business registers a phone number with Apple, Message Suggest proactively presents the option to chat when users attempt to call your business via Safari, Maps, Siri, or Search. By offering a messaging alternative, Message Suggest helps deflect voice calls to text-based messaging, reducing costs associated with voice support. This shift toward messaging can also enhance customer experience, as it aligns with modern communication preferences.
Provide enhanced mobile customer experiences using rich messages
The Apple Messages for Business channel offers support for a wide range of rich messages. This synergy leads to enriched customer experiences, fostering loyalty and increasing customer lifetime value. Utilizing rich messages in Dynamics 365 Customer Service offers customers the ability to tap more and type less. This approach simplifies customer interactions, enabling users to access information and resolve issues with fewer keystrokes.
Advanced message routing
Apple Messages for Business allows businesses to fine-tune message routing using intent and group IDs. This advanced routing capability ensures that messages are directed to the right team, streamlining communication and improving response times. This level of customization enables businesses to tailor their messaging strategy to meet specific needs, further enhancing the customer experience.
In conclusion, by implementing these best practices and leveraging the unique benefits of AMB, your business can stay ahead of the curve in the competitive world of modern communication. Don’t miss this opportunity to connect with your audience in a way that aligns with their preferences and expectations. Start harnessing the power of AMB in your organization today.
As a digital channel, the addition of Apple Messages for Business expands and unifies the core omnichannel capabilities of Dynamics 365 Customer Service with a configurable, high-productivity interface. It provides contextual customer identification, real-time notifications, integrated communications, and agent productivity tools, including rich messages, knowledge base integration, and search. Apple Messages for Business helps deliver more innovation and opportunities to your digital contact center to empower you to continually exceed customer expectations.
Watch a quick video demonstration.
To learn more about Apple Messages for Business, read the documentation: Configure an Apple Messages for Business channel | Microsoft Learn
Try Customer Service with Generative AI | Microsoft Dynamics 365 and discover the difference it can make for your business!