Apple planning big improvements to AppleCare+, Apple IDs, and iOS support

apple in store support
Apple’s VP of AppleCare and technical support initiatives Tara Bunch recently had a Town Hall meeting with employees, and outlined a number of changes coming to AppleCare+, Apple IDs and iOS support to improve the overall experience a customer has with Apple products.

The $99 AppleCare+ program protects your iPhone against accidental damage for two years, which the standard warranty doesn’t cover. Future improvements to AppleCare+ include:
  • Presently, iPhone owners can purchase AppleCare+ only within 30 days of buying the device. Apple plans to increase this period to 60 days.
  • Right now, customers have to purchase AppleCare+ at the time of ordering, or in store. In the future, customers will be able to purchase AppleCare+ from a new online diagnostic tool.
  • Apple could implement AppleCare+ as a subscription service using iTunes’ payment service.
  • The company is exploring AppleCare+ for Mac, but chances of it being available are slim as “economics are not prime for such an offering”.
  • In the future, the service could also expand to include lost or stolen devices, to compete with third-party insurance services.
iOS Support
Alongside iOS 8, Apple will reportedly also release new support features this fall:
  • We recently told you about iOS 8′s hidden feature that lets you record your screen from Control Center. Apple plans to use this feature to let you share your screen with support staff, so that they can help you troubleshoot your problems.
  • Apple plans to improve its 24/7 chat support, and also offer 24/7 phone support in some regions.
  • Apple is also planning to drastically improve its online support site, to let customers easily identify and solve problems on their own. The company will also redesign its support tools and discussions website with social network integration and better search.
Apple IDs
  • More than a quarter of support calls to Apple are about some problem with a user’s Apple ID, so Apple’s planning to make changes to make it easier for users to do password resets and other similar tasks.
  • The company also plans to integrate phone, online and in-store support as part of the “One Apple” program.
Apple’s customer support plays a crucial role in smoothly guiding users to new software updates and products. With iOS 8 and OS X Yosemite coming this fall, and an iPhone 6 and iWatch coming later this year, these improvements will further help Apple cement its top position in customer satisfaction rankings.
Is there anything you’d like to improve when it comes to Apple’s customer support? Let us know in the comments.
[via 9to5Mac]


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