India's online Apple Store adds video calls with specialists

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Apple has expanded its "Shop with a Specialist over Video" service to India, only the second country to offer this in-vision and personalized shopping service for the iPhone and other devices.

Two people smiling, wearing blue shirts with a small white apple logo. Below them, the text reads 'We're here to help.'
Online shoppers in India can now get in-vision help from Apple Store specialists -- image credit: Apple



Apple first launched its "Shop with a Specialist over Video" feature in 2023, but it was specifically for the iPhone and it was solely for the US. Now India has the same service online, and it's implied that it's for buying any Apple products.

"India is a vibrant and dynamic market, and we're thrilled to deepen our connection with customers here through Shop with a Specialist over Video," said Karen Rasmussen, Apple's head of Retail Online, in a statement. "Whether someone lives in a metro city or a smaller town, we're committed to making it easier than ever for them to access the incredible products, services, and support Apple is known for."

"Our team members are excited to connect with even more customers in India," she continued, "and provide them with exceptional service as they learn what Apple products suit their needs."

On the Apple Store's page in India, the regular "Ask a Specialist" button now takes users through to "Connect with a Specialist," as well as offering options such as support.

Apple says that the specialist will then appear on video, but for privacy reasons, the user stays on audio-only. The Apple Store team member can guide users through buying devices, or learning about financing and trade-in options.

The service is available Monday to Friday between 10 A.M and 7 P.M. local time. There is as yet no indication of whether the service will expand to more countries or territories beyond India and the US.

It follows Apple's increasing expansion of retail in India, which saw it open two physical retail stores in 2023. Then in January 2025, Apple launched the Apple Store app in the country.



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Comments

  • Reply 1 of 1
    robin huberrobin huber Posts: 4,085member
    Now, if they’d just remove phone support advisors from India from U. S. calls for help, it’d be helpful. Non-native American English speakers have not only have the vicissitudes of long distance communication and dicey audio gear to contend with, but often thick accents and ignorance of American colloquialisms can severely hamper effective support. Sometimes this happens within the U.S as well. Last week I had an American whose regional accent (and apparent lack of training or experience) was so pronounced that I literally ended the call because I couldn’t understand her! Great support is Apple’s secret weapon, no one else comes close. But over time it has degraded in terms of its personnel. 
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