Filed under: Retail, Internet Tools
Apple Store has a new "chat now" feature
That experiment with chat and the education store must have gone well, as the public Apple Store has recently become a little chattier with the seemingly quiet introduction of a new "chat now" feature to its product pages. Interestingly, it appears (at least for me) only on Mac product pages, and only a second or two after the rest of the page loads (as if there's an intentional delay), though I don't see it on any software pages or even in the iPod sections. I had a quick chat with the 'Apple Expert' Rache, but I was quickly dumped once I was found out to be a mere blogger (helping to spread the word...) instead of a cash-in-hand shopper. Oh well, this still seems like a great idea. I hope it sticks around.
[Update: it seems only some users can see this feature. It might simply be a page caching problem (as in: try emptying your browser cache), but for now it might be the case that only certain users, regions or countries can see the chat feature.]
Thanks Andrew
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Reader Comments (Page 1 of 1)
Collin Ruffenach said 12:47PM on 11-21-2006
I don't see it anywhere. Maybe I am missing it, anyone else have luck?
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Diogo Mendes said 1:00PM on 11-21-2006
I can't see it either..
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Draper said 12:57PM on 11-21-2006
I noticed this about a week ago, the sad part is that they are using IIS for the server! I feel dirty inside...
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Alex M said 1:46PM on 11-21-2006
I don't want to be the 'this is old' guy, but I just found this story on digg
http://digg.com/apple/Apple_adds_Live_Sales_Chat_To_The_Apple_Online_Store
Submitted 16 days ago
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ernise said 1:16PM on 11-21-2006
Seems like that may be a bit invasive, huh? I could just be looking around, like in a regular store, and may not want to chat. I guess I just tell the person I don't feel like chatting. Why not give me the option of selecting chat if I want to chat with a person about the product. More than likely I came to the store because I wanted to browse without someone looking over my shoulder. Just a thought...
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Matthew said 1:15PM on 11-21-2006
http://liveperson.net/ is also the home of Rhonda. Looks like LP is finding itself online and off (Apple Retail Stores).
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Aron T said 1:21PM on 11-21-2006
It works for me, and I have a sneaking suspicion that Apple employee "Leanna" might be a robot!!
*Begins watching Terminator for the latest robot-ass-kicking techniques*
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Daniel said 1:23PM on 11-21-2006
Sorry to break this to you, but they have had this feeature for months now. Infact, one of the representatives is the one that convinced me to buy the Blackbook im typing this on :-P
The reason that some of you cannot find it is because it only pops up on your screen if there is a helper available -and- youve been looking around the store for about 10 minutes and seem to be having trouble.
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Aron T said 1:25PM on 11-21-2006
I'm really scared now. What if online stores can start chatting with me whenever THEY want?? I'll be swarmed just like when I walk into the local Best Buy!
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UberFine said 1:31PM on 11-21-2006
5, 6, 7, 8 it is a button. There are no pop ups.
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Aron T said 1:38PM on 11-21-2006
I'm aware that *currently* it's a button. But that doesn't mean it can't/won't change either here or at another site, now does it?
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Steve said 1:55PM on 11-21-2006
"Rache" is German for "revenge". Customer service with a vengeance?
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superjeff said 2:16PM on 11-21-2006
And *currently* Apple isn't robbing us all blind with the credit card information they store when we make our purchases. But that doesn't mean it can't/won't change either here or at another site, now does it?
Gimmie a break. Don't complain about what Apple could be but isn't doing!
And Alex (that guy) M, this function is at least 60 days 80 days old. I used it when I bought my iMac. Not even Digg gets everything right when it happens. How 'bout some slack here.
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Aron T said 2:56PM on 11-21-2006
The difference between apple initiating chats with me and stealing my credit cards is that one is illegal and the other is not.
The point I was making is that while this is a nice feature I would hate for it to tread into the "nuisance" category.
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Robert said 2:44PM on 11-21-2006
My experience with this "live chat" was, er, less than exciting:
http://www.castingoutnines.net/2006/11/11/underwhelmed-at-the-apple-store/
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David Chartier said 2:54PM on 11-21-2006
Guys - not everyone finds out about everything at the same exact time. Please drop the "you guys are morons for not finding out about this as soon as I and *obviously* the rest of the world" arrogance. It's getting really tiresome. Sometimes we break stuff first, sometimes other sites or users find out about stuff first. That's why it's called a community - working together to help educate each other is far more productive than tearing each other down for not hanging out at cesspools like digg.
Also, #7, Daniel: the 10 minutes bit doesn't seem to be accurate, as I checked the store when I saw this tip today and that button appeared immediately for me, without any wandering through the store. Apple's rolled stuff like this out in the past by region/country, so it wouldn't be surprising if something similar was the case here.
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Rizzle said 3:09PM on 11-21-2006
You guys realize you initiate chat, not the apple employee, or robot, or whatever. It does not start talking to you unless you click the yess button.
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Reimer said 4:31PM on 11-21-2006
the chat is a LivePerson.net installation, as you can see in the image/screenshot.
THe product used is pretty flexible when an invite is issued and operated with rules. Since the ip address locators are nowadays very good you can essentially offer invite by zip codes.
Also, LivePerson never inititates a Chat as the user has to initiate explicitly and if the user denies no invite offer will show further during the users sessions.
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Mr. Krinkle said 4:14PM on 11-21-2006
I just got done chatting it up with some chick on the Apple chat service. Pretty cool but I wasn't quite able to get her to commit to actually meeting up. I'll try later and see if another gal wants to get down to the deets on what she's wearing.
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old said 10:35PM on 11-21-2006
been there for a few months:
http://digg.com/search?area=all&age=365&sort=new&s=live+chat+apple+store&submit=Search
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