Back at Dreamforce ‘18, Salesforce and Apple announced their first strategic partnership, allowing Salesforce to revamp its app for iOS and offer unique features. They’ve since provided tools and resources for millions of Salesforce developers, including a new Salesforce Mobile SDK for iOS and an iOS app development course on Trailhead, Salesforce’s free online learning platform.
At World Tour New York, Salesforce have announced the expansion of their current partnership with Apple. With over 2 billion active Apple devices worldwide, an extension of this partnership is welcome news indeed. But what does this news actually mean? Let’s dive into the details…
Apple Messages for Business
Salesforce are strengthening their collaboration with Apple to integrate Apple’s innovations into Service Cloud and Field Service, enhancing the experience for both customers and technicians. In a similar way to the Service Cloud integration with WhatsApp announced earlier this year, Apple Messages for Business is coming to Service Cloud. This new feature lets customers get AI support, schedule appointments, and do more. Apple’s ARKit in the Salesforce Field Service app brings augmented reality to help technicians solve issues better.
Apple Messages for Business in Service Cloud lets customers chat with support, get shopping advice, schedule appointments, and make purchases using Apple Pay – all in the Messages app. Agents in Service Cloud can handle these chats efficiently, accessing customer data for quick solutions.
Let’s say you’re shopping online for clothes using a business app that integrates Apple Messages for Business in Service Cloud. If you have questions about sizing, want personalized recommendations, or need to check on inventory, you can chat directly with the business through the Messages app. You might even schedule a fitting appointment or make a purchase using Apple Pay, all within the chat. The cool part is that the conversation can continue even if you leave the app and come back later, providing a seamless and convenient experience.
Apple Messages for Business in Service Cloud is generally available today with Service Cloud Digital Engagement.
“We’re thrilled to deepen our partnership with Apple, further integrating the world’s #1 AI
CRM with Apple’s incredible business devices and apps. These features are helping companies implement cutting-edge technology and augmented reality in a practical way, improving every
interaction a company has with its customers.”
– Ryan Nichols, Chief Product Officer of Service Cloud, Salesforce
Apple’s ARKit for Field Service
ARKit helps make cool apps where you can blend the digital world stuff with the real world on your iPhone or iPad. Think Pokémon Go – it uses AR to put Pokémon in your surroundings when you look through the phone. ARKit is like the magic behind that kind of tech.
Bringing this feature to the Salesforce Field Service app opens up a plethora of opportunities. For example, ARKit will help field technicians make 3D models of big areas and measure spaces using just photos. This makes their work easier, like planning if a new fridge fits through a door for a smooth installation. It’s a tech upgrade for field services.
An upgrade to the Salesforce Field Service iOS widget is also coming. This widget will soon help technicians by showing important info – like appointments and work order details, right on their iPhone home screen. This saves them both time and clicks.
ARKit and the Salesforce Field Service iOS widget are both coming to the Salesforce Field Service mobile app in the summer of 2024.
“Customers want seamless and painless interactions with service agents and field technicians. Technology is key to delivering on both ends, from reaching customers where they are and on their preferred communications platforms, to leveraging capabilities like augmented reality to complete onsite work faster and safer. By further integrating Apple’s business software into Service Cloud and Field Service, Salesforce is providing businesses with the technology and capabilities needed to deliver high-quality customer service and satisfaction.”
– Mary Wardley, VP of Customer Service and Contact Center Applications, IDC
Summary
Chat, email, and text messages are now the preferred means of contacting support among consumers aged 18-34, with more than half of app users being more inclined to engage with a business if they can message it.
With over 2B active Apple devices in the world and over 50% of the American population using an iPhone, it makes sense for the extension of this exciting partnership and enabling of new features such as these. Ultimately, they will make the lives of customers easier, and that’s what good service is all about!