MacRumors

macrumors bot
Original poster
Apr 12, 2001
54,232
16,069


Customers can now message Best Buy to get questions answered, store timings, resolve issues, and more using iMessage through Apple's Business Chat feature, as first reported by Apple blog Appleosophy.

Best-Buy-Chat-Feature.jpg

Using iMessage Business Chat, Best Buy customers can now initiate a conversation with the retail chain by either navigating to a Best Buy location on Apple Maps and tapping the "Message" button or through its website and apps.

Apple Business Chat allows customers to message participating businesses right through iMessage on their devices, just as they would text a friend or family member. Apple Business Chat integrates with Apple Maps and Apple Pay, enabling users to purchase and pay for items in chat and begin chats through Apple Maps.

Article Link: Best Buy Gains Apple Business Chat Support
 

barkomatic

macrumors 601
Aug 8, 2008
4,228
2,199
Manhattan
If it's a real person as opposed to a chatbot then this is an improvement. I never reach out to companies for basic info like store hours or account balances--which is the only thing that chatbots can help with.
 
Comment

TheSkywalker77

Contributor
Sep 9, 2017
2,832
2,648
When you contact support from a website or app using an iPhone, it opens right up into the messages app. You don’t really need to know anything…
Oh, I wasn’t aware of this.

That goes to show how much I use chat support. 🤣
 
Comment

marco114

macrumors 6502
Jul 17, 2001
387
330
USA
I hate when these companies partner with other huge companies, it never gives the little guys a chance. Why can't any business hook into this?
 
Comment

Eorlas

macrumors 6502a
Feb 10, 2010
968
1,566
I hate when these companies partner with other huge companies, it never gives the little guys a chance. Why can't any business hook into this?

been wondering this myself, would really like to use it in our place...
 
Comment

DConroy

macrumors member
Sep 12, 2013
54
41
If it's a real person as opposed to a chatbot then this is an improvement. I never reach out to companies for basic info like store hours or account balances--which is the only thing that chatbots can help with.
Having developed a chat bot that lets customers and store reps for a bottled water company that lets people report problems with a their dispensor or a drop off location, get in depth faq answers and schedule service appointments, without involving a live operator, I disagree. :)
 
Comment

alexandr

macrumors 68030
Nov 11, 2005
2,964
4,922
11201-121099
i love this feature. it's been so helpful. not too many businesses are on it yet, but last week i discovered that bed bath and beyond are, so that helped a bit with communication, as their phone support is very odd...
 
Comment

chudester

macrumors newbie
May 21, 2020
9
8
San Francisco, CA
My hope is more businesses start using this. I was pretty impressed with Verizon’s use of this and my ability to activate an eSIM with chat (live person connected after answering questions and authenticating) Felt way easier than submitting an order and hoping this worked. The fact Best Buy is still around is also a retail miracle.
 
Comment

Analog Kid

macrumors 603
Mar 4, 2003
6,055
5,350
Anybody know what information goes to the company when we use this feature? I keep my phone number and Apple ID email as closely held as I can— does using this feature expose either?
 
Comment

hagar

macrumors 65816
Jan 19, 2008
1,230
2,668
I wonder if this will ever go international? Where I live (Belgium) companies have just discovered WhatsApp and as it’s available cross platform and iPhones don’t have a big market share, I think we’re stuck with Mark’s software :-(
 
Comment

barkomatic

macrumors 601
Aug 8, 2008
4,228
2,199
Manhattan
Having developed a chat bot that lets customers and store reps for a bottled water company that lets people report problems with a their dispensor or a drop off location, get in depth faq answers and schedule service appointments, without involving a live operator, I disagree. :)
Perhaps for a business where questions are relatively straight forward this would work, though I'd still bet that customers with more complex issues get frustrated with the delay a chatbot presents unless you've made it easy to bypass it when necessary.

When calling a wireless carrier or a bank where issues can get really complex, navigating all the automated systems meant to deter you from speaking to a live person are extremely frustrating and time consuming.
 
Comment

zapmymac

macrumors regular
Aug 24, 2016
104
53
Use this with Home Depot, it’s quite good. Ability to link directly to a product and/or description.
 
Comment

Apple_Robert

macrumors Penryn
Sep 21, 2012
28,396
35,855
In the middle of several books.
Anybody know what information goes to the company when we use this feature? I keep my phone number and Apple ID email as closely held as I can— does using this feature expose either?
You aren't exposed.

 
Comment

ApfelKuchen

macrumors 601
Aug 28, 2012
4,079
2,648
Between the coasts
I hate when these companies partner with other huge companies, it never gives the little guys a chance. Why can't any business hook into this?

The short answer is, smaller companies may also be able to use it. There is, however, a certain minimum technological threshold that must be crossed. This is true in any aspect of business or life in general.

I suspect Apple would be delighted if this was adopted by many businesses, large and small. The whole point is to make Apple's products more useful to Apple's customers so that they never stop buying Apple products.
 
  • Like
Reactions: zapmymac
Comment
Register on MacRumors! This sidebar will go away, and you'll see fewer ads.