Apple how to do after-sale service in the future?


on June 20, vice President of apple AppleCare representatives confirmed an and technology support project Tara – cloth (Tara Bunch) earlier this week in the meeting room in the company of all the AppleCare representatives confirmed an department held a staff meeting. During the meeting, bucher with other apple executives talked about the company over the past few years in customer service and support the progress, the 2013-2014 service improvement, also referring to the many topics about the company’s future development.

in the meeting, bucher said AppleCare representatives confirmed an user satisfaction and apple products have been in the industry forefront. AppleCare representatives confirmed an will enter the 15th year, she pointed out that apple in these business areas still has a lot of room to improve.

according to an unnamed apple employees, apple has been attached great importance to AppleCare representatives confirmed an + service. AppleCare representatives confirmed an + is apple on the iOS devices such as the iPhone and the launch of the senior support services, with ordinary AppleCare representatives confirmed an protection program with different scope, AppleCare representatives confirmed an + can also support equipment in use process accident suffered by physical injury.

apple on its web site is described the specific content of the service: each Mac, iPod, iPod, iPhone and display all enjoy as long as 90 days since the date of complimentary telephone technical support and a one-year limited warranty service. AppleCare representatives confirmed an + can prolong warranty for two years from the date of purchase, for you to provide one-stop service from apple senior experts and technical support. Twice at the same time can increase the accidental damage warranty, maintenance service charge and tax charge $79.

the butcher told employees at the meeting said the AppleCare representatives confirmed an a + in sales and customer satisfaction ling fairly good results. At present already has more than 30 million users to buy AppleCare representatives confirmed an + warranty service, which earned more than $2 billion for the company. Now, AppleCare representatives confirmed an + has been launched in 14 countries and regions, but differ as a result of different countries and relevant government laws and regulations, to the world scope expanding AppleCare representatives confirmed an + has always been a difficult task. However, bucher suggested for further extension of the service will soon become a reality.

future plan

although AppleCare representatives confirmed an + has made great success, but the butcher or with employees share a major change in the AppleCare representatives confirmed an + policy approaches. , for example, the user needs the product within 30 days from the purchase AppleCare representatives confirmed an a + on the acquisition date, but the company has already started to try out the activities of the extended time limit to 60 days, and hope to move to the world. Meanwhile, apple rules the user must be online or when buying equipment in the apple store to buy AppleCare representatives confirmed an a +, busch said that apple is testing new online diagnostic tool, to help users after buying equipment also can more easily buy AppleCare representatives confirmed an + service.

the apple is considering using iTunes to AppleCare representatives confirmed an + may be carried out as a subscription service, at the same time considering introducing suitable for Mac AppleCare representatives confirmed an + service. But she noted that the above assumptions may be because of factors such as economic environment but not ultimately become a reality.

at the meeting, bucher talked about by apple from third parties to the fierce competition in the insurance, support services, and operators. At present, there are many operators are introduced for lost and stolen equipment insurance services, so in order to maintain their competitiveness, apple will need to provide similar services in the future.

in addition to AppleCare representatives confirmed an + service framework of change, bucher said apple this autumn will also launch a new iOS device support functions. Late last year, apple has introduced AppleCare representatives confirmed an technical support personnel with the user is allowed to share the Mac screen to better the service to solve the problem. This fall, this function will be officially launched on iOS devices. To be fair, this service sounds similar to amazon’s “MayDay” function, because the function also allows the user to obtain real-time technical support by existing equipment. But the difference is that we do not think apple will in future products built a special key, or will apple support services as the core elements to build iOS system.

chat support services

bucher said, apple will continue to improve their own chat 24 hours support services (24/7 chat support service). Last summer, apple for AppleCare representatives confirmed an user in the United States launched a chat support services 24 hours a day. According to attended this meeting employees, apple is considering in some other areas launched a 24-hour telephone support services, but about the plan of a specific timetable has not been disclosed.

when speaking of this topic is, apple has played at the conference earlier this month, CEO Tim Cook (Tim Cook) when visiting Austin park support voice recording. The cook, the meeting employee recalls, dialogue is very short, and the lucky cook is mainly about the user’s view of WWDC conference earlier this month.

it is understood that apple will continue to improve their telephone support services, but bucher also told employees say apple’s online support site will soon usher in “surgery”. To this, apple AppleCare representatives confirmed an executive said the company hopes to be able to in the future to provide unique online resources for each apple devices support, apple also attaches great importance to this. It is reported that apple is developing more easily self diagnosis and the iOS and Mac new tools to solve the problem. At the same time, the company is also redesigned support page user interface, and is expected to launch an official users BBS in years.

service

in the end, the Apple executive said the company hopes to further strengthen the same Apple ID and Apple ID support services. At present, there are about a quarter of the Apple technical support questions are involved, such as Apple ID, iTunes, and the use of up to, so Apple believe launch a can help users to exclude common failures such as login password reset and problems of self-help tools is very necessary.

on the other hand, reports that Apple will launch a “One Apple” in a recent project, the project aims to more closely with Apple support class services, including online, telephone and entity store genius bar service. And as the head of the new apple retail and online stores Angela Ahrendts Angela Ahrendts () the work, the project will certainly obtain further promote in the future.

at the end of the meeting, bucher said today will become the company’s products fall released “super bowl”, and the improvement of the services mentioned above will help new users to more easily learn how to use apple products, apple AppleCare representatives confirmed an employees “lubricant” will play a important role.

source: tencent technology