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Apple should offer a 'remote assistance' service as part of AppleCare.
It would be good if as part of AppleCare, Apple offered a 'remote assistance' service where a AppleCare agent can remotely login into your Mac and fix any problems remotely.
Apple could include a small 'AppleCare Remote Assistance' application on the CD that comes in the AppleCare box, which would run in the background and accessed by a icon in the menu bar.
When you click on it's icon in the menu bar, you get the following options,
- Start Remote Assistance session.
This would launch a pop-up window asking for a 'remote assistance case ID', given to you over the phone by the AppleCare agent, which you would need to enter before the remote assistance session can begin. Once you enter the code, control of your machine is handed to the AppleCare agent, and you can watch on-screen as they fix your problem. The AppleCare agent would also explain the steps he is taking over the phone.
- Start Live Chat.
This launches a iChat style window which lets you do a live text/audio/video chat with a AppleCare agent. This would be a great alternative to calling AppleCare over the phone, as you wouldn't incur any call charges.
These features would make AppleCare a even better product that it is today, as the tools outlined above would mean that customers can get their problems solved much more quickly and efficiently.
Apple could include a small 'AppleCare Remote Assistance' application on the CD that comes in the AppleCare box, which would run in the background and accessed by a icon in the menu bar.
When you click on it's icon in the menu bar, you get the following options,
- Start Remote Assistance session.
This would launch a pop-up window asking for a 'remote assistance case ID', given to you over the phone by the AppleCare agent, which you would need to enter before the remote assistance session can begin. Once you enter the code, control of your machine is handed to the AppleCare agent, and you can watch on-screen as they fix your problem. The AppleCare agent would also explain the steps he is taking over the phone.
- Start Live Chat.
This launches a iChat style window which lets you do a live text/audio/video chat with a AppleCare agent. This would be a great alternative to calling AppleCare over the phone, as you wouldn't incur any call charges.
These features would make AppleCare a even better product that it is today, as the tools outlined above would mean that customers can get their problems solved much more quickly and efficiently.
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