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Apple today announced that customers in the U.S. can now connect with an Apple Specialist over a live video session while shopping for an iPhone on the company's online store. With this new service, customers can learn about the latest iPhone models and features, switching to iOS, trade-in offers, carrier deals, and financing options.

Apple-Shop-with-a-Specialist-over-Video.jpg

"Shop with a Specialist over Video" is available from 7 a.m. to 7 p.m. Pacific Time every day on the Shop iPhone page of Apple's website. During the one-way session, Apple says the retail employee will be on camera sharing their screen, but they will not be able to see the customer. Apple promises that the video session is "safe and secure."

"With Shop with a Specialist over Video, our team members are excited to connect with customers and provide exceptional service as they learn about which iPhone best suits them," said Karen Rasmussen, the head of Apple's online store.

Apple's online store continues to allow customers to connect with a Specialist via phone, online chat, or an American Sign Language session.

Article Link: Apple Announces 'Shop With a Specialist Over Video' Feature for Buying an iPhone
 
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ian87w

macrumors G3
Feb 22, 2020
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One way video session? Huh? So there will be just a pre-recorded video of a person trying to upsell you stuff?

Tim, are you that desperate for the next quarterly report?

I mean I can understand 2-way session, so customers can ask a real person on questions about the product. But one-way?
 

nattK

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Sep 17, 2014
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The Upside Down
What MacBook is shown in the promo image? 🤨 The device looks like the new MacBook Pro, but the display is that of the old MacBook Pro (notchless with large bezels).
 

nattK

macrumors 6502a
Sep 17, 2014
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I mean I can understand 2-way session, so customers can ask a real person on questions about the product. But one-way?
From the press release: "During the session, an Apple team member will be on camera sharing their screen, but they will not be able to see the customer."

Video's one-way, but I'm guessing customers will still be able to talk to the specialist via audio.
 

ian87w

macrumors G3
Feb 22, 2020
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I read the announcement, and I don't even know what this is.

Shop with a Specialist over Video is available to customers in the U.S. from 7 a.m. to 7 p.m. PT every day on apple.com/shop/buy-iphone. During the session, an Apple team member will be on camera sharing their screen, but they will not be able to see the customer. If customers find that a session is unavailable or access the page after hours, they can contact a Specialist over the phone or via chat 24 hours a day.

So the specialist cannot even see you. And it's one way. Huh? Who came up with this stuff? And who wrote the press release? As a consumer, I have no idea what this thing is.

And yeah, looks like Apple is desperate. The press release for this is filled with paragraphs promoting the iPhone 14/14 Plus.
 

ian87w

macrumors G3
Feb 22, 2020
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From the press release: "During the session, an Apple team member will be on camera sharing their screen, but they will not be able to see the customer."

Video's one-way, but I'm guessing customers will still be able to talk to the specialist via audio.
I guess? The press release didn't even mention that.

Customers can visit apple.com/shop/buy-iphone, and in just a few clicks, instantly connect with an Apple Specialist for world-class service and expert advice on selecting the best iPhone model. Once connected, customers can compare features, colors, sizes, and find the best deal through the Apple Trade In program or their carrier.

No mention of talking/chatting/any form of communication. Apple simply said you can compare features, colors, sizes, and trade in deals. There's no mention about how customer can ask questions.
 

ACHD

macrumors regular
Jul 28, 2015
193
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I guess? The press release didn't even mention that.



No mention of talking/chatting/any form of communication. Apple simply said you can compare features, colors, sizes, and trade in deals. There's no mention about how customer can ask questions.
They did this as a demo over the holiday season. Audio to talk back and forth to help you shop and find products.
 

jlc1978

macrumors 603
Aug 14, 2009
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No mention of talking/chatting/any form of communication. Apple simply said you can compare features, colors, sizes, and trade in deals. There's no mention about how customer can ask questions.

The release said it’s s live video session where the customer can see the specialist; it’s simply a video call rather than chat or phone.
 

75Batt

macrumors 6502
Oct 28, 2022
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Glasgow
I read the announcement, and I don't even know what this is.



So the specialist cannot even see you. And it's one way. Huh? Who came up with this stuff? And who wrote the press release? As a consumer, I have no idea what this thing is.

And yeah, looks like Apple is desperate. The press release for this is filled with paragraphs promoting the iPhone 14/14 Plus.
It’s actually pretty common practice in Europe for tech retailers and is really popular with immobile customers. I think the issue with not understanding here is you. Everything was explained in the article exactly how it works.

Here’s an example of a tech retailer in the UK who have offered it since the pandemic and it suite customers to see a person and not have to put their camera on if they aren’t presentable.
 

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ian87w

macrumors G3
Feb 22, 2020
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The release said it’s s live video session where the customer can see the specialist; it’s simply a video call rather than chat or phone.
Poor copy writing on the press release. As a lay consumer, I read it as a one way video session, and no mention about communicating back. It should be elaborated that it's a 2 way session, but one-way video, and how customers can ask questions instead of simply comparing colors and size.

Basically it's like the phone service, but right on the browser and you can see the specialist.
Gee Apple, how hard can this be to write? But hey, don't forget to keep promoting the iPhone 14/14 Plus on an unrelated press release.
 

jlc1978

macrumors 603
Aug 14, 2009
5,519
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Poor copy writing on the press release. As a lay consumer, I read it as a one way video session, and no mention about communicating back. It should be elaborated that it's a 2 way session, but one-way video, and how customers can ask questions instead of simply comparing colors and size.

Yea, the should have left the “one way” out.
 

erikkfi

macrumors 68000
May 19, 2017
1,726
8,087
Gosh, I could not be more different from the type of person who wants to jump on a video call with a sales rep to talk through an iPhone purchase.
 
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