Calls are recorded and transcribed for evaluation to train personnel and improve contact center technologies. Let me look up your phone number. If you're calling about charges in your account, say billing, Otherwise, in a few words, please tell me why you're calling."
Is that the mobile phone where you'd like us to text a link to the survey? Please enter the area code and mobile phone number you'd like us text the survey link to."
Just to be sure I got it right, are you calling about the Apple Card credit card? One of our gift cards, or say it's something else."
Let's try this instead. For charges on your account or billing issues, press one. For iPhone, press two. For iPad, press three. For Mac computers, press four. For Apple Watch, press five. For VisionPRO, press six. For anything else, press seven."
For iPad, press three. Mac computers, press four."
While you wait, you can choose to listen to some music. For modern popular music, press one. For classical, two. For jazz, three. Or for silence, press four."
Calling Apple was really easy, which is just one of the many reasons that I am a happy Apple customer. The company makes it easy to get to a support agent and they keep their wait times very low, thank to an effective automated assistant. I wish more companies would look at how streamlined Apple's customer service is and consider updating theirs.
This is even more impressive when you consider how many phone calls Apple probably receives in a day. Apple supports dozens of products including phones, tablets, watches and laptops. They also have their own app, digital music and ebooks store. With all of that in mind, a little wait should be expected, but I was still able to get to a customer service agent in just a minute and 43 seconds. This is why I never think twice about calling Apple when I have a problem with a product.
When I first called, I received the "Welcome to Apple Support" greeting, then it told me, "To securely verify your identity, I'd like to send a notification to your Apple device." I approved the message which instantly appeared on my device and it was able to identify me immediately. I love this feature because I don't have to give out any personal information and it's so easy to complete.
Then the automated assistant mentioned that the last time I called, it was about an Apple Watch, and wanted to know if that's the product I needed help with today. It's nice that the system remembers the problems you had in the past so that you can just pick right back up with support if needed, but this time it was about something else.
After I said that, the assistant stated, "In a few words, please tell me why you're calling." I then responded, "app purchase" and it asked me, "What product are you having that issue with?" Quickly, I responded that the issue was with my Apple phone and it said it would get an advisor to help me with my problem. It asked if I would like a survey after the phone call (I declined) and then after a brief privacy message it instantly connected me to an agent. I didn't even hear any hold music before the agent answered.
The rep spoke clear English and was very helpful and checked into the app purchase made my daughter and helped me remove it from my account. The customer experience was essentially flawless from start to finish.