9to5Mac on Wednesday reported that Apple is preparing to introduce 24/7 online chat support for AppleCare customers, and that the service could go live as early as Monday, Aug. 12. Sources with knowledge of the matter claim the new service will be designed to help customers more swiftly address their Mac and iOS device problems, no matter the hour.
Apple already gives users the option to speak with a representative over the phone (and chat), but the new solution will be a more convenient way to handle problems. Because nobody likes talking on the phone anymore.
According to the report, Apple will also roll out a redesigned AppleCare page that’s much easier to navigate. As you can see in the screenshot provided by 9to5Mac, Apple will use familiar square icons in a timeline fashion that’s very easy to understand; when you click on a specific line in Apple’s catalog, a set of products will then appear, and so on. The new initiative is meant to connect customers with Apple reps more quickly, rather than presenting users with support articles first.
Apple consistently has one of tech’s more solid customer service experiences, and the new program is designed to improve that even further. Rather than scheduling a Genius Bar appointment, customers will be able to easily address smaller problems from the convenience of their own home. If anything, it’ll save folks from potentially running into people like this.