According to 5to5Mac, an anonymous tipster who works for Apple has reported that there are going to be radical changes to the company’s customer service and support. Tara Bunch, the vice president of AppleCare and technical support is said to have had a meeting at a Town Hall somewhere this week where she gathered support improve this crucial part of Apple. Apple has one of the best customer support systems in place in the industry and it seems that Bunch is determined to ensure this is kept the same.
AppleCare+ has garnered in a whopping $2 billion for the company’s revenue with 30 million individuals registering since its establishment. The customer service is currently accessible to a good 14 countries but hints have been pointing at this expanding to other countries. Aside from an expansion, Brunch has also stated that the company is working on a new program that will allow consumers to buy AppleCare+ within a 60 day period after purchasing a device which is an extension from the existing 30 days. While all these ideas or pilots seem well and good, Brunch further explained that the AppleCare+ may be available for Macs. But with the Mac already being a high end device, doing so would jack the price up even more making this project an uneconomically feasible one.
The highlight of Brunch’s statement was that Apple is looking to produce something similar to Amazon’s Mayday. The aim of this is to allow Apple savvy geniuses to take over any user’s iOS device for support. At present, no one has been able to beat the reputaton of Amazon’s Mayday. A user of Amazon will be attended by a support rep within 15 seconds but with Apple coming into the fold, Amazon may have to watch out. However, dates have not been thrown around but according to Brunch, this particular project is high on the priority list. This is also due to the soon to be out Amazon’s Fire Away Phone.
Other than what has been listed, Apple is looking to improve Apple ID help, improve 24/7 phone support and tools that give users the opportunity to self-diagnose problems. With all this going on, it seems like it’s going to be a very busy and successful fall for the company especially with devices such as iPhone 6 (rumoured), iPad Air 2 and iWatch. Inclusive of the improved in its customer support and service, Apple is going to release the iOS 8 and OS X Yosemite.
This may just be Apple’s best year yet.