Apple is providing a platform for companies and customers to communicate using a real time chat. This customer service platform will be available as part of iOS 11 and called Business Chat for iMessage.
Apple says, “Business Chat is a powerful new way for businesses to connect with customers directly in Messages. Using Business Chat, your customers can get answers to questions, resolve issues, and complete transactions on their iPhone, iPad, and Apple Watch. Customers can find your business and start conversations from Safari, Maps, Spotlight, and Siri.”