Messaging is the most widely used feature on mobile phones. Today’s ultra-connected, mobile-first consumers have conversations every day with friends, family, and co-workers via texting and messaging. So why can’t we communicate with brands the same way?

We message because it’s convenient and contextual, and we can do so on our own terms. We can message any time of day. We can message in real-time or we can keep a thread going for weeks, months, or even years.

For brands like Marriott International, an existing Service Cloud customer, messaging can be equally as powerful. It’s scalable, cost-effective, and conversational. Now a brand can be a contact in your customers’ messaging app at the heart of their social experience. This isn’t about pushing a one-way shipping status notification, an appointment reminder, or promotional offer. This is about opening a new channel for two-way business communications and increasing customer satisfaction simultaneously.

That’s what’s so exciting about Apple Business Chat. We have expanded Salesforce LiveMessage to enable companies globally to have two-way conversations with their customers using the Messages app in iOS. Built on the Service Cloud platform, LiveMessage empowers companies of all sizes to deliver convenient, conversational support to mobile-first customers.

Marriott provides innovative, world-class service to their guests across every digital channel, from traditional websites and mobile web, to in-app with the Marriott Rewards mobile app.

Now, with Apple Business Chat, Marriott is enabling its guests who use iPhone and iPad to engage in messaging conversations with Marriott associates (call center employees) directly within the Messages app. Marriott guests can make (or change) a reservation at the 400 properties participating already, check rewards, or reset a password — all directly via their Messages app before, during, or after their stay.  

Using LiveMessage for Apple Business Chat, Companies Can:

• Connect Messages support requests seamlessly into the Service Cloud unified desktop console, giving service agents a 360-degree view of the customer with data from the entire Salesforce Platform (including Sales Cloud, Marketing Cloud, Commerce Cloud, and any custom app built on the platform).

• Streamline common service inquiries and escalate customers to agents if they need immediate, live service.

• Deeply integrate with Apple device features — like Maps, Siri, Search, and Apple Pay — to deliver contextual, personalized service to customers on iPhone, iPad, and Apple Watch.

• Leverage new Messages features like list picker, time picker, and Apple Pay — bringing an app-like experience into Messages.

• Tap into Messages real-time features like “Read” or “Delivered” to ensure the customer received your message, and with the dot-dot-dot “Typing Awareness Indicator” you can see if and when the customer is typing back.

“Marriott fundamentally believes that digital is hospitable and by deploying Apple Business Chat, which is currently rolled out at 400 properties globally, we add an exciting layer of attentiveness and real-time service delivery for our guests worldwide,” says Brian King, Global Officer - Digital, Distribution & Sales, Marriott International. “With Salesforce LiveMessage, we can interact directly on guests’ preferred channels including Messages for those with Apple devices. This seamless connection empowers our associates globally to deliver an elevated and personalized service experience, especially the 110 million members of our loyalty programs.”

Great customer service creates great companies. Salesforce LiveMessage empowers companies to engage in two-way conversations with their customers on their preferred messaging channels. With Apple Business Chat and LiveMessage, it’s an even more powerful tool that every global brand should be looking to deploy.

Click here to learn more about LiveMessage or reach out to me on Twitter @merflyrip

Pricing and Availability:

• Salesforce LiveMessage is generally available. LiveMessage currently starts at $75 per user, per month for one messaging type for customers with Service Cloud Enterprise Edition licenses and above.