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Screen Sharing Now Available on Apple Support Site

Apple today enhanced its Apple Support site with a new option allowing customers to initiate automatic screen sharing when receiving help on a Mac via phone call, giving customers more control over their Apple support experience and facilitating quicker, more accurate responses from support staff.

Selecting the screen sharing box prompts a temporary download that will allow screen sharing to begin when a support call is initiated by Apple, though customers can choose to disallow screen sharing with an Apple representative by not checking the box. Screen sharing can only be used on voice calls and is not an available option for chat sessions.

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As noted by 9to5Mac, the new automated website selection replaces previous screen sharing protocols, which involved AppleCare representatives asking customers to opt into screen sharing only when necessary. Choosing to use screen sharing is now a customer decision, and while customers were previously able to request screen sharing options, the new checkbox makes the process simpler.
Customers have always been able to request screensharing, at which point the AppleCare representative would instruct them to download an application from Apple's site that facilitates the connection. Now the download is listed directly on the support page. If a customer opts to use screensharing, the AppleCare rep must comply with their request whether they think it will help or not.
In addition to screen sharing, Apple has been making other significant changes to its support site in recent months and in August, the company launched a redesigned AppleCare website with simpler interface and 24/7 live chat support.

Top Rated Comments

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13 months ago
They've actually been beta testing this for a little while because my girlfriend had some problems with her iTunes account a few weeks back and we were directed to this site where the technician on the phone took control and was able to walk through her account.

Very cool tool and extremely helpful. The best part is that it avoids a trip to the Genius Bar.
Rating: 1 Votes
13 months ago
Very nice option to have when dealing with support staff at Apple. Hopefully this will save them sometime in finding solutions to peoples problems.
Rating: 1 Votes

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