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  • Apple Watch Preorders to Blame for a Spike in Phone and Chat Support Wait Times


    Just like one would expect when it comes to a major product launch, Apple Watch preorders and first weekend sales caused a large spike in wait times for customers trying to reach Apple’s service centers. According to data from the customer service analytics firm, StellaService, analysts polling Apple’s response times on April 10 (which was the first day of Apple Watch preorders) waited 4 minutes and 51 seconds to reach a live representative over the phone and 2 minutes and 22 seconds to help over chat. The phone-based support recovered on April 11 with delays down to 1 minute and 34 seconds but chat still lagged at 2 minutes and 12 seconds.

    To give everyone a comparison, in the first quarter of 2015, Apple’s customer service response speeds averaged roughly 1 minute and 28 seconds for phone calls and 22 seconds for chat requests that were put in through its website. A second, less dramatic spike was also seen when the Apple Watch shipped out to customers on April 24, with phone call times coming in at 1 minute and 54 seconds while chats ended up taking 80 seconds.

    It’s assumed that the longer than normal wait times can be assumed to be strong Apple Watch demand. With a heavily focused advertising campaign targeting both the tech and fashion industry, demand for the Apple Watch seems to be impressive from the outset and saw initial supply sell out within minutes. Furthermore, Apple changed its order policy for both the Apple Watch and the new 12-inch MacBook which also went on sale on April 10, initially only allowing online availability for both items.

    Source: StellaService via AppleInsider
    This article was originally published in forum thread: Apple Watch Preorders to Blame for a Spike in Phone and Chat Support Wait Times started by Akshay Masand View original post