Sam Oliver
"Need more help?" the new addition to Apple's website reads. "Use Express Lane to connect with an expert at Apple for personalized and convenient support."
Express Lane narrows down an issue by having users select the product they need help with. Serial numbers for specific hardware devices are required in the "Product Selection" step.
Once a product has been selected, users can detail their problem in the "Issue Description" step. Here, users are also provided with recommended articles available on the support site that may resolve a customer's problems.
If the available documentation does not fix the problem, visitors can then move on to the final "Contact Options" stage, which makes customer support options available based on the nature of the problem.
For example, with a problem related to downloading content with the iTunes Player, without the user providing their Apple ID, only e-mail support is available. The page states that the average response time from an Apple official is 48 hours or less.
Express Lane the second new feature Apple has added to its website in less than a month. The company also recently added a feature called Compare Macs, which allows customers to review the hardware specifications and prices of multiple machines at once.
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33 Comments
That's a nice idea. I know there are loads of good technical articles on the Apple website, but I have to admit I've got a terrible record for tracking them down. Anything that makes navigating them easier is good for me!
If the available documentation does not fix the problem, visitors can then move on to the final "Contact Options" stage, which makes customer support options available based on the nature of the problem.
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I really hate it when companies put hurdles between you and tech support. Phone jail is bad enough. But having to jump through hoops just to get some online chat support? That sucks big time.
That's a nice idea. I know there are loads of good technical articles on the Apple website, but I have to admit I've got a terrible record for tracking them down. !
Don't blame yourself. Apple has lousy search capabilities.
Just scheduled a call for Thursday to talk about an iPhone-related problem. Nice, simple interface, and appears very convenient. (Although, the three recommended pages from Support Forums/Discussions were useless).
Let's see how the follow-up works.
I really hate it when companies put hurdles between you and tech support. Phone jail is bad enough. But having to jump through hoops just to get some online chat support? That sucks big time.
Don't use it then. Better yet, stop whining and switch.