Wednesday, May 18, 2016

begins training support staff on iOS 7 & iTunes Radio, preparing for customer surprise

has started training its Care technical support staff on the changes and fture-set of iOS 7, according to multiple Care employees.These people say that training began today, and Care employees are required to complete the iOS 7 training by the second week of September.The second week of September is around thedate that will be holdingitsiPhone 5S, iPhone 5C, and iOS 7 media event, so it would make sense that would want its support staff to be rdy for questions about the new software.We do not believe that because Care will be rdy to support iOS 7 around September 10th, iOS 7 will actually be relsed to the public on or in the few days surrounding the event date. More likely, expects questions about iOS 7 since it will be fully announced and demonstrated on that date. typically relses major iOS updates the week following its formal announcement.Additionally, starting at the launch of iOS 7, will require the majority of its part-time support staff to become full-time members of the support tm. has done this in yrs past to ensure that proper support is provided for the new iOS launch.However, this yr is different in that will be requiring a large of Mac Hardware/OS X technicians to be trained on iOS as well. This mns that both ’s iOS and Mac Care support staff members will be receiving Care calls related to iOS 7. With iOS 7 being a major redesign and fture update, is expecting that its support staff will be inundated with calls, and utilizing all of the Care resources will likely be critical in order to provide support for every calling customer.The iOS 7 training focuses on some of the more critical ftures of iOS. seems to want to push the Find my iPhone Lock fture. This option requires the customer’s iCloud username and for an iOS Device to be inputted to activate a found iPhone, iPad, and iPod touch. This fture is built to deter iOS Device thefts and sales of stolen or found devices.Other ftures that Care will hvily push and become knowledgable about include the new iCloud Photo Sharing options, the redesigned Camera app, the more fture-rich Safari browser, Control Center, and AirDrop file-sharing.Care employees will also be trained on the new iTunes Radio strming music service, and employees have been told concrete information regarding skips and in-app advertising.According to the Care training, there are more than “200 re based stations” to choose from. Additionally, as users have alrdy discovered, iTunes Radio allows users to skip 6 songs ch hour per station. Additionally, it seems that iTunes Match subscribers, in addition to receiving an ad-free experience, will be granted unlimited skipping abilities.In addition to training regarding some of iOS 7′s tentpole ftures, apprs to be rdy to assist customers who are surprised by the system’s radically new design, and the company has a simple solution for this. When a customer calls Care because they do not know how to use a particular function in iOS 7, Care is said to be told to explain that although the system looks completely different, it works exactly the same way.As an example, provides its Care employees with a comparison between the iOS 6 Calendar app and the iOS 7 Calendar app. As seen above, the two apps look different, but function virtually the same way. The same id is found across all of iOS 7′s included appliions, and Care will stress this to customers.Care employees tell us that, even though iOS 7 looks different, they are confident that support calls related to the new interface will be quick and simple.Wepreviously reportedthat is also preparing programs for Stores that will tch customers about iOS 7′s new look and ftures. Training is said to not have started for Store employees on these new programs. Instd, Stores are currently focusing theirtraining on the iPhone trade-in program that begins tomorrow.In addition to preparing its phone support for the launch of iOS 7, has started tightening up its online support resources. rlier this week, rolled out a revamped online support page and bolstered its 24/7 chat support.Just like how Store employees will becritical messengers of ’s new software and hardware, Care employees will be critical in ensuring that customers enjoy and know how to use ’s new products.

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