AppleInsider Staff
In a recent change to its Support website, Apple integrated an interactive and streamlined user experience with powerful features like live chat to bring the portal more in line with the company's more recent webpage designs.
Located in the Support section of Apple's site, the new "Contact Apple Support" page has been retooled to offer users a quick and easy way to get the information they need without being mired by links and search bars.
Like certain areas in the Apple Online Store, the Support page now features drop-down menu boxes that allow users to select from a number of options before being shuttled to another webpage. For example, on the landing page users can select from Mac, iPod, iPhone, iPad, iTunes, Apps & Software and More Products & Services. Each clickable box opens into a sub-list of products that link to a topic selection page.
From there, a variety of common problems can be selected, which directs users to a contact options page. As an example, the Mac desktop page shown above points is the result of selecting "Gray screen shows at startup."
Customers can schedule calls with Apple Support, enter contact information to open a support ticket or chat with an Apple Support representative.
The changes appear to be in line with reports of an AppleCare overhaul that is said to include modifications to the company's Web service, as well as in-store operations.
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William Gallagher
Malcolm Owen
Andrew Orr
Wesley Hilliard
Christine McKee
4 Comments
Very slick.
Very slick.
Just tried the chat version, very helpful. Received a case number for re-opening if necessary and an emailed transcript. :)
Getting it ready for the new devices:)
I always thought they should have something like this like if you are at a Mac with a problem just send an iMessage to a support agent or something like that but I think it would be good if they also linked the troubleshooting to their knowledgebase articles. People can narrow down the symptoms and then try the suggested solutions and if those don't work then use one of the support options.