Apple has 375 stores around the world, which tend to be focused in large, metropolitan areas. This makes it difficult for customers in rural areas to receive the same level of training and attention unless they’re willing to travel (sometimes several hundred miles) to get to their nearest Apple Store. Recognizing these issues, Apple is beefing up its online customer service program, giving customers in the UK, Germany, Spain, and Brazil a new way to set up an iOS device purchased online.
Customers in these locales are presented with an “Ask Now” feature that lets them chat with an online representative, request to have a rep call you, and request a live guided tour of your hardware. This last feature is perhaps the most pertinent, as it gives customers a detailed one-on-one chat with an Apple specialist who will answer any questions you have about setting up your iOS device. Customers view a video feed of the representative, who will walk through the setup of your device and answer any questions you have by showing you how to get there on their device so you can follow along on yours.
“You’ll be able to watch the Specialist’s device and follow along on your own as you set up email, download apps, learn some tips and tricks, and more. Our Specialists will take the time to understand your needs and answer all your questions. We don’t work on commission, so we care only about making sure you’re completely satisfied with your purchase.” – Apple
The move adds a level of customer service to a company already notorious for its excellence in that arena, and gives customers who would otherwise face long commutes to their nearest Apple Store the ability to get what they need without leaving their house. The service is not live in the US, though we expect Apple will open the service up more broadly before too long.
[via The Next Web, Pocket-Lint]