Apple has released a dedicated support app for its Dutch customers last month. It had a low-key rollout, which should explain the lack of outcry from Apple fans this side of the pond.
Now that the cat is out of the bag, U.S. users are advised to lower their pitchforks because the app has just landed on the U.S. App Store.
Centralized Service
The Apple Support app is particularly useful, especially in comparison with similar tools that Apple has released in the past. This is largely due to the fact that it centralizes the bulk of Apple support services so that users are now able to quickly avail of help or connect to an Apple technician.
"Call, chat or email with an expert right away, or schedule a callback when it's convenient," the app's description at the App Store states. "Get a repair at an Apple Store or a nearby Apple Authorized Service Provider. Apple Support is here to help."
It can therefore be said that the app provides roughly all the services found at the Apple Support web page.
Personalized Apple Support
Aside from the sheer breadth of the support services offered, Apple Support also personalizes its features. For example, it will know the user's devices if they are registered in its iCloud platform. This makes it easy to scout for important account details such as the model of your MacBook or the specifications of your iPhone.
While this sounds trivial, it could really speed things up especially when transacting with an Apple technician. There is no need to remember long number combinations or pore over one's device for information profile in order to get the right kind of support.
Real-Time Interaction
It is important to note that the Apple Support is embedded with a native chat functionality, which means a customer can talk to a technician in real-time. The system also logs sessions so it is easy to re-examine the support case history later or use the data to follow-up on an ongoing support issue.
The chat app option is only available within topics that do not have sufficient support documentation.
Users can also set an appointment at the Genius Bar, which is linked to the capability of finding an Apple Store nearby. However, accessing these features within the Apple Store app is a complicated affair. You first have to navigate to the Stores tab located at the bottom of the App Store, then tap the closest shop and that is where you can access Genius Bar.
