updated 12:06 pm EDT, Wed August 7, 2013
Web interface to focus on connecting users to support staff
Apple is planning to make key changes to AppleCare support during the next few weeks, sources say. One change is 24/7 online chat support, expected to take effect as soon as August 12th, although the sources caution that the date is merely a target and could shift. The company once tested 24/7 chat more than eight years ago, but is now thought prepared to make the service standard. The sources add that if extended chat is successful, Apple could consider 24/7 phone support as well.
The company is meanwhile said to be wrapping up a redesign of the AppleCare web interface. The future site has large, easy-to-read buttons, and should make it easier to drill down through categories to identify a problem. Icons for the categories echo the styles of those used in iOS.
Unlike the current interface, the new one is expected to be directed at quickly connecting a person to AppleCare staff; at the moment the website tries to steer people to support articles first, presumably with the idea of minimizing the number of calls. On the other side of the equation, AppleCare workers will allegedly be getting better internal tools, making it easier for them to access support info.