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Apple Announces 'Shop With a Specialist Over Video' Feature for Buying an iPhone

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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
 
Article Link
https://www.macrumors.com/2023/03/14/apple-store-shop-with-specialist-over-video/
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ian87w

ian87w

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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?
 
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nattK

nattK

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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

nattK

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ian87w said:
I mean I can understand 2-way session, so customers can ask a real person on questions about the product. But one-way?
Click to expand...
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.
 
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ian87w

ian87w

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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.
Click to expand...

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.
 
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ian87w

ian87w

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nattK said:
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.
Click to expand...
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.
Click to expand...

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.
 
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ACHD

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ian87w said:
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.
Click to expand...
They did this as a demo over the holiday season. Audio to talk back and forth to help you shop and find products.
 
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jlc1978

jlc1978

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ian87w said:
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.
Click to expand...

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.
 
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75Batt

75Batt

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ian87w said:
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.
Click to expand...
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

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jlc1978 said:
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.
Click to expand...
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

jlc1978

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ian87w said:
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.
Click to expand...

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

erikkfi

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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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