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08-29-2012, 02:16 PM #1
Apple Expands Online Specialist Chat Support to U.K., Germany, Spain, and Brazil
After an extended overnight period of downtime, Apple’s online store returned on Wednesday with live online chat with company Specialists in four new countries. According to Pocket-lint, customers in the United Kingdom, Germany, Spain, and Brazil can now chat with a trained specialist about the iPhone and iPad. Employees are set out to help customers make the purchase that is right for them and even help them set up features such as email and iCloud backups once they receive their iOS device.
In addition to the 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. According to Apple’s website: “Our specialists will take the time to understand your needs and answer all your questions. 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 currently unique to the four countries where it launched on Wednesday. The service isn’t available in the U.S. yet where a majority of Apple’s brick-and-mortar stores are seemingly located. The expanded online support as a whole stems from a new survey which revealed that the company’s helpful employee assistance helps to drive product sales. The NPD Group found that nearly 60% of customers who had an experience with Apple’s technical support said it made them more likely to purchase another Apple product. The idea is quite a good one as the simplicity of Apple’s iOS platform is also a major selling point and educating the customers on how to use certain features that they would otherwise be left confused on helps further solidify their comfort level with iOS devices.