Amazon Connect + Apple Messages for Business
Leveraging the power of Amazon Connect and Apple Messages for Business allows companies and organizations to support customers with a rich, secure and familiar messaging experience across all Apple devices.
Apple Messages for Business is ideal for secure messaging interactions (i.e., financial services). The asynchronous nature of the Apple Messages enables customers to maintain conversations across devices, which is advantageous for technical troubleshooting and interactions that require mobility.
Apple’s Chat Suggest feature can also be used to trigger Message Suggest from anywhere a phone number is tappable from an Apple device, including search, Apple Maps, and a website.
Messaging contacts leverage the same Amazon Connect Contact Flows used by voice and live web chat interactions to help drive automation and self help.
Identity Resolution & Authentication
This is how we help customers simplify identity resolution and authentication through chat/messaging using Amazon Connect Customer Profiles and the enhanced SearchProfiles API.
Device detection
With a few simple lines of code, we’re able to simplify the customer experience by automatically detecting Apple devices.
When an iOS, iPadOS or macOS device is being used to initiate the interaction, we’re able to automatically pass the customer to the Messages app.
Value delivered
Using Apple Messages for Business power by Amazon Connect, Traeger was able to improve CSAT (Customer Satisfaction) by 85% and more than double FCR (First Contact Resolution) from 35% to 75%
