Apple brings online Specialist chat support to UK, Germany, more
Customers in the U.K., Germany, Spain and Brazil can now chat with a trained specialist about the iPhone and iPad, according to Pocket-lint. Company employees will help customers make the purchase that is right for them, and even help them set up features such as e-mail and iCloud backups once they receive their iOS device.
In addition to a regular text chat, customers in the four new countries can also take part in a guided tour where an Apple Specialist can share their computer screen to show information to the customer.
"Our Specialists will take the time to understand your needs and answer all your questions," Apple's website reads. "We won't work on commission, so we care only about making sure you're completely satisfied with your purchase."
The new online Specialist help with screen sharing is unique to the four countries where it launched on Wednesday. The service is not available in the U.S., where a majority of Apple's brick-and-mortar retail stores are located.
Apple's expanded online support comes as a new survey revealed that the company's helpful employee assistance helps to drive product sales. The NPD Group found that nearly 60 percent of customers who had an experience with Apple's technical support said it made them more likely to purchase another Apple product.
10 Comments
next thing they'll be downgrading the genius bar to a bunch of chat terminals....oh dear, oh dear where for art thou Stevie
next thing they'll be downgrading the genius bar to a bunch of chat terminals....oh dear, oh dear where for art thou Stevie
I wouldn't panic quite yet. Much as I get depressed whenever the name Browett is mentioned, this is not necessarily a bad move. A chat service is a useful additional means to access expert advice. There are many people who live too far away from a Apple Store to take advantage of the Genius Bar.
[quote name="paxman"]A chat service is a useful additional means to access expert advice. There are many people who live too far away from a Apple Store to take advantage of the Genius Bar. [/quote] It is but it doesn't look like that's what this is. It seems to be a sales and setup support channel for iPhones and iPads. A full online Genius Bar like the forum section we have would be much better except only common problems would be addressed publicly.
I STRONGLY DISLIKE CHATS! They are a way of saying:
I don't really want to SPEAK to you in real time, like over the phone, I'd rather set up a barrier for you, by making you type, so to wear you out, get you frustrated, so that you Quit sooner!
In theory, the Chat Side could say:
we just want the customer to really focus, and that's why we make them type their thoughts, so that they become a searchable text, which we might use later…
To me, that's a JOKE! It should be Voice, or maybe even a Video Chat, so that it's almost like being there in person! The other truth might be that Chat Side, Apple in this case too, don't want the customer to get too comfortable, thus making the Conversation, Visit, last too long! They want to processes as many Chats as possible! Fast! Sell, Sell, Sell!!!!
With Dictation Software, our Talking can become Searchable Text anyway, and, between Typos and Dictation Imperfections, it might not be that far apart. But then again, I strongly suspect that the philosophy of the Chat - SELL FAST, NEXT "CALLER", FAST, FAST!!!!
The only Excuse in the Chat Favor might be that ISPs charge a lot for Data, and thus Text is Cheaper than VOIP, Voice Over IP, which is Audio, and thus more Data Heavy!!!
Nothing is better than IN PERSON appointment, but FaceTime could and SHOULD be available as the CLOSEST Alternative!!! Text Chat are a JOKE!!!!
hopefully no-one takes my comment too seriously ;)