If the pre-recorded information fails to satisfy the customer’s requirements, there is a contact support button that a customer can use to get in touch with the Apple technical support staff. The customer is required to input their hardware serial number to access the support staff. Though an effective security measure, it may inconvenience a customer who is unaware of their serial number or not physically close to their product at the moment.A commendable feature of the Apple customer service is the hotline for clients with special needs such as hearing or vision impairment. The consideration given to special needs clients is good because companies often neglect them. Instead of directly contacting the staff, a customer can choose the self-service option of the Online Service Assistant. This guides the customer through all their service options and how to set up a repair. There is also an express lane button that customers can use to get in touch with Apple customer care representatives who will provide remedies to their problems quickly and effectively. The customer types in a description of their problem in the appropriate product category and gets a direct online response from Apple representatives.If the problem cannot be solved online and the customer needs to go to an Apple store, locations of Apple authorized service providers and Genius bars are listed under “More Options”. Links to online Apple product communities and blogs are also available on the homepage. The customer is able to access these internet forums where users share their experiences. These forums also allow users to post questions and obtain replies from fellow members.I found the Apple online customer support very helpful and convenient. All possible issues with their products were covered, and the probability of having a problem solved effectively was very high. The links to the customer care representatives and the online communities all worked well, indicating a high level of maintenance. The website was very user-friendly, and even an inexperienced customer would have no problem navigating through the content. The involvement of customers in solving their own problems through the self service network and the social networking sites is also innovative and effective. The efficiency of the Apple online customer service is attributable to the products they sell; hi-tech computer and
Works CitedKnapp, D. A Guide to Help Desk Concepts. Connecticut: Thomson 2003. Print.
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