Do Apple Customers Want to Shop For iPhones Via Video Chat?

Apple recently introduced a “Shop with a Specialist” feature that lets online shoppers have a video chat with a retail specialist to get advice on buying an iPhone.

The on-screen Apple expert helps the shopper explore the latest iPhone models and features as well as learn about trade-in offers, carrier deals, switching to iOS and financing options. 

“We’re constantly innovating to deliver an even more personalized experience for our customers, meeting them where they are to deliver the best of Apple,” said Karen Rasmussen, Apple’s head of Retail Online, in a press release. 

The video chat experience promises a “safe and secure, one-way video shopping session.” An Apple team member will be on camera sharing their screen, but they will not be able to see the customer. 

The video call option is available between 7:00 a.m. to 7:00 p.m. PT daily and appointments do not need to be scheduled. If a live video-chat session is unavailable, a specialist can be reached over the phone or via chat 24 hours a day.

Video chat is relatively common in the fashion space with Macy’s, Nordstrom, Madewell and Lululemon among the retailers enabling customers to schedule a video chat with a stylist.

In the consumer electronics space, Best Buy rolled out a video chat option last fall that enables tech experts to offer advice from a virtual 40,000-square-foot “virtual store” in a distribution center. The agents provide live product demonstrations and answer questions about specific features and capabilities across nearly all of the retailer’s categories.

At the time Best Buy launched the service, Damien Harmon, the retailer’s EVP of omnichannel, said, “The virtual experience lets us help our customers on a more personal level, even if they’re shopping from their couch.”  

• Apple introduces Shop with a Specialist over Video — Apple

• Apple gives shoppers the option to video chat with a salesperson — Engadget

• Meet with a Stylist Online—It's Free — Nordstrom

• Connect with a stylist — Macy’s

• VIDEO CHAT WITH A MADEWELL STYLIST — MADEWELL

• Shop virtually with a Product Expert — Lululemon

• Best Buy’s new virtual shopping experience brings expert advice to your fingertips — Best Buy

• Connect with us on video. — Best Buy

• Best Buy builds a virtual store to assist customers remotely — RetailWire