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Assessing the Apple Business Chat for Text-based Client Engagements For a Specialized Insurance Services Company

Synechron developed a Proof of Concept for a technology protection insurer with about 200,000 customer calls per day. This included strategizing and developing a comparatively new Apple Business Chat feature for easier, convenient, low friction, a cost-effective customer-agent engagement that deflects incoming calls to text.

We explored the end-to-end processes, requirements, limitations, and costs for deployment of the Apple Business Chat feature. This allows a business to engage directly with customers who are using Apple devices, such as the Apple iPhone, iPad, Mac, or Apple Watch. This tool seamlessly integrates a firm’s direct-messaging capabilities into the Apple Ecosystem, which includes Maps, Safari, Search and Apple Pay, and the Mobile Message App.

/ / Establishing the Requirements, Needs, and Positives/Negatives of Text Engagement

Synechron’s delivery of this program included:

  • Identifying Apple-approved Messaging Service Providers (MSP) to provide the software & services allowing agents to respond from their consoles to customer messages
  • Exploring the five-step set-up process including registering the organization, creating a brand information card, establishing a formal brand identity with logo, claiming approval from an Apple Review Team, integrating with an approved MSP
  • Building the required brand Business Profile(s)
  • Following up and providing the required information to Apple
  • Linking regional contact numbers to Apple Business Chat profile, making the Chat feature available on regional searches across the US ( business/store near me kind of searches)
GRC Capabilities
Remediation to achieve
Heightened system maintainability
Increased ROI by 25
Reduced overall complexity by 45

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