Hello, everyone.
My name is Derek Johnson with tatango.com.
Today, I'm gonna be walking you through an Apple Business Chat experience built by Home
Depot.
So, let's jump into.
I'm mirroring my screen, I have my phone here, and the first thing I'm gonna do is I'm gonna
search for Home Depot.
And this can be done via the mobile website, this can be done via maps, there's a bunch
of different ways on the iPhone you can actually find how to chat with Home Depot.
So, I'm gonna go down here to BUSINESS.
And do you see how there's like a little chat icon there?
Well, that wasn't there before 11.3, so that's iOS 11.3.
With the new upgrade, the new version of iOS, which is 11.3, they added that little chat
icon, which is right beside the phone icon.
So I'm gonna click the chat icon, and then, as you can see here, you know, usually responds
in a few minutes and then "About Business Chat & Privacy."
It gives a little info because this is a new product for Apple.
So what I'm gonna say is, I'm gonna say, you know, "Hello, I need a smart lock."
And then, right off the bat, do you see how that just changed?
Look at the top, they have the custom colors, they have a logo at the top, that's not text,
that's the logo, the Home Depot.
Then below it there is text with a little verified link.
That's gonna be great for banks and, you know, financial institutions where, you know, security,
and making sure you're texting who you think you're texting, you know, is actually the
person that you are texting which is a huge issue in SMS and MMS because it's kind of
hard to verify that let's say, Bank of America is actually text messaging you.
So, let's see here, I'll wait.
What I've learned about Apple Business Chat is initially the message has to be received
by a human being and usually they're using some type of chat support software.
What I learned also, that's really cool, is you'll see, just like if you're text messaging
one of your friends with iMessage, you'll actually see the little bubbles pop up on
the screen that says they're, you know, typing, but they haven't sent the message yet.
I found that really cool because, you know, in this kind of situation I like to see that
I'm...that somebody's at least trying to help me, you know, in the process of helping me.
So, in the meantime, what I'm gonna do is I'm gonna click this little "i" up in the
top right-hand corner.
And you'll see, you can hide alerts, you can also learn more about The Home Depot.
I get their 1-800 phone number, I get their website, they're open 24 hours, you know,
so pretty cool stuff.
It also shows a link to their website, a call button, and then Message, and then it shows
it's verified as well.
So, let's go back here.
Still waiting.
So, essentially what I think is happening on the back end is all of the chats, from
the website, from text messaging chat, because I think they still have just regular texting
chat, and then, this new Apple Business Chat, is all going into the same kind of feed for
them, and essentially it's being picked up by customer support people.
So, what I'll do is I will fast forward this video until they respond and then we can take
over from there.
Okay, we're back.
So, I've received a response from the support person at Home Depot.
"Hi, there.
I'm happy to help.
Are you looking for any specific features?"
"I just want to unlock door with phone."
Let's say, "iPhone."
Makes sense, I'm using Apple Business Chat.
What's really cool about Apple Business Chat which is not available on SMS or MMS, and
you'll see it here, is when the agent, the support person from Home Depot, is typing
their message to me, before they send it, you're gonna see that it'll have the little
dots there and it indicates that someone is actually like working on my support request.
Where with SMS or MMS that isn't, you know, available.
So, I really like that feature, because it kind of makes me almost feel like somebody
is helping me even though, you know, I can't see what they're saying at this point.
So, I just responded back.
"I just want to unlock door with phone.
iPhone."
And most likely, they are looking through, you know, their system right now to recommend
a door lock, a smart door lock that, you know, not only is smart but also can unlock a phone
with an iPhone.
Okay, I just got a message back from Home Depot, and this again is with Apple Business
Chat, which is part of iMessage essentially.
And they said, "Would something like this Kevo deadbolt fit your need?"
And then, because I've downloaded the mobile app for Home Depot, when I click on this image,
it looks like an image, it actually takes me right to their mobile app and right to
the page where I can see all the information, I can add to my cart.
Really, really simple.
I'm gonna go back to messaging, and I responded, "Yes, awesome!"
"Would you like more options, or is this the one?"
Let's say, "Yea, give me one more option!"
So, really cool, interesting way Home Depot's doing it where...they're doing almost a blend
between their mobile messaging, which is the Business Chat from Apple, and their mobile
app.
So, instead of doing it like 1-800-Flowers is, where 1-800-Flowers keeps the entire purchase
experience within messaging, you can order flowers right within Apple Business Chat,
this one is kind of doing a hybrid.
They're essentially, you know, starting the conversation with you, recommending products
via Business Chat.
And then, they're linking, in this kind of like cool image type of thing here, they're
linking to, it actually, they're deep linking, which means they're linking to a page or a
section within their app.
And then you can make the purchase right within the app.
So unlike 1-800-Flowers that is allowing you to make the purchase right, you know, in mobile
messaging, this one, they're pushing you to their mobile app.
Again, that might just be a kind of stopgap until they get purchasing in mobile messaging,
because from my perspective, I like it when everything I'm doing kind of remains in the
same app, which would be, you know, the messaging app.
Okay, so I'm gonna wait for them to give me one more option, see what that looks like,
and then what I think also I'll do is I'm gonna test and see if I ask them a question
like, you know, "Where is my nearest Home Depot?"
I think that'll be interesting to see how they respond and if messaging, business messaging,
it's kind of hard to say that because usually I'm used to like iMessage or SMS.
How they use business messaging to kind of look up my location and figure out where the
nearest location is or will they rely on the app and essentially push me to their mobile
app.
Okay.
So, Home Depot got back to me.
They gave me another option.
Again, same thing when I click on the image that's in that message.
It goes to the mobile app and I can purchase it.
Let's also ask them, "Where is my nearest Home Depot location?"
And just so you know, this most likely is not a bot, this is a live agent, and they're
using one of the software partners that Apple originally kind of contracted with to manage
the support and the inbound requests.
Very similar to how they manage and I'm pretty sure it's the exact same team that is managing
things like online chat or even text message chat.
So, it's all going into the same kind of funnel, and essentially the nice thing about this
specific messaging chat is there's a lot of features and functionality that you might
not be able to do via text message chat, or even a web chat type application.
So, I've asked them, "Where is my nearest Home Depot location?" to figure out, do they
do anything interesting with location in iPhone and iMessage.
Interesting too as you can see here, can you see how they're actually like typing and then
it's showing up the little dots.
That means they're typing on their end, which is a really cool feature for customer support,
because then you know somebody's actually helping you or typing out something.
You're not getting frustrated just waiting there, which is something that text messaging
and MMS messaging currently don't offer.
So, they've asked me for my zip code and I responded with my zip code here in Seattle.
It's nice too, it also says "Delivered" on the right-hand side.
I don't think SMS offers that, but it is just kind of nice to know that my message was delivered,
kind of received on their end, and then it's nice to know that they are on their end typing.
So it's a really seamless process, it makes me feel really confident that, you know, I
feel like my, you know, questions are gonna be answered in this messaging thread.
Okay.
So, Home Depot just got back to me and they essentially said, "Your local store is Lander
location," which is here, near Seattle.
And really cool link it shows me, you know, the image up at the top, it shows me the address,
even shows how late it's open tonight.
And then I can click to see store details.
And that's going to link me into its deep linking into the mobile app.
So again, Home Depot is using kind of a blend between their mobile messaging and their app,
essentially using mobile messaging to push people eventually, whether it's to purchase
a lock like I, you know, clicking here, or to send me to a specific location, it's using
their app.
So, it's kind of a hybrid of mobile messaging, their business chat messaging, and their mobile
app.
So, really cool experience here, makes it really simple.
And the best thing about Apple Business Chat is I'm already chatting with people in iMessage
all day long.
My friends, my family, so, you know, if I have a question I can just start chatting
with Home Depot.
It's not that hard and as you can see here, really cool experience, it works really well,
answered all my questions, even recommended me a great new lock.
So, kudos to Home Depot.
I think they're doing some real cool stuff with Apple Business Chat and excited to see
kind of where this goes and some of the more innovative ways that they can see using Apple
Business Chat as it becomes more adopted and more mainstream as people upgrade to Apple
iOS 11.3.
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