How to use Apple’s ‘Shop with a Specialist over Video’ to buy an iPhone

Is Apple taking the hybrid era of work too seriously? Just kidding. The company recently announced a new web service called Shop with a Specialist over Video. The web-exclusive service, only available in the U.S. and free to use, allows users to start a one-way video call with a retail team member to seek buying advice, inquire about carrier deals, and ultimately make a purchase. You'll be able to see the specialist and their shared screen as they walk you through the commerce platform, but they won't be able to see you.

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“With Shop with a Specialist over Video, our team members are excited to connect with customers and provide exceptional service as they learn about which iPhone best suits them,” said Karen Rasmussen, Apple's head of Retail Online, in a Tuesday press release. Given how many models of the iPhone Apple currently sells on its website — and there are now more colors than ever — the new consultant service should benefit customers experiencing buying confusion and can't travel to a local Apple store. 

If you're interested in using Shop with a Specialist over Video, here's how it works.

How to use Shop with a Specialist over Video

FAQs

What can the specialist help me with?

According to Apple, specialists will be able to walk you through the differences between iPhone models, carrier deals and connectivity, how to switch data across devices, and payment options like financing.

What if I lose connection during a session?

If you lose connection or accidentally click out of a video session, you'll have to start a new session and rejoin the queue.

Why can't I start a session?

There are two reasons for a session not to start: You're using the service after business hours (7 a.m to 7 p.m PT) or there's a high call volume and specialists are helping customers ahead of you. In both cases, your best bet is to wait.