Key Highlights
Apple has introduced its innovative "Shop with a Specialist over Video" service in India, allowing customers to connect with Apple Store experts via secure, one-way video calls while browsing the Apple Store online. India becomes only the second country globally, after the US, to offer this feature.
The service offers a personalized and convenient way to shop for Apple products anytime from anywhere, enabling customers to ask questions, receive tailored advice, compare devices, learn about trade-in and financing options, and make confident purchase decisions without visiting a physical store.
Customers access the service through the Apple Store website on any device—iOS or non-iOS—making it widely accessible. The specialist appears on video, while the customer remains on audio mode to ensure privacy throughout the one-on-one session.
Available Monday to Friday between 10 AM and 7 PM IST, this virtual experience caters to urban and smaller town customers alike, reflecting Apple’s commitment to deepening engagement across India’s diverse consumer base.
The launch aligns with Apple's broader strategic push to strengthen its retail footprint in India, complementing earlier initiatives such as the Apple Store app rollout and Back-to-School promotional offers targeted at students and educators using iPads and MacBooks.
How "Shop with a Specialist over Video" Works
Customers visiting apple.com/in/store can initiate a session with an Apple Specialist within a few clicks, instantly connecting to a team member who provides personalized product recommendations based on the user’s needs and budget.
The service covers the full Apple product range including iPhones, iPads, MacBooks, and accessories, enabling detailed product comparisons and clarifications on features that matter most to customers.
Specialists can also guide customers through Apple’s trade-in program, flexible financing, and EMI options, smoothing the path to ownership while factoring in upgrade possibilities and budget constraints.
Since the specialist appears via video and the customer stays on audio, users can maintain privacy, comfortable asking questions freely while still receiving a high-touch interactive experience akin to in-store shopping.
Strategic Importance for Apple’s India Market Presence
India is a vibrant and rapidly growing market for Apple, with increasing digital adoption and consumer preference for online shopping especially post-pandemic. The video specialist service is designed to break geographic and experiential barriers, reaching consumers beyond metro cities into tier 2 and tier 3 towns.
Karen Rasmussen, Apple’s Head of Retail Online, emphasized that this service represents a deeper connection with Indian customers, aiming to bring the renowned Apple shopping experience seamlessly to consumers wherever they are.
The feature reflects Apple’s localization strategy in India, blending global retail innovation with tailored customer engagement suited to India’s varied purchasing preferences and digital habits.
This initiative also complements Apple’s efforts to enhance customer trust and brand loyalty by providing expert, personalized guidance—a key differentiator in a market with growing smartphone and laptop competition.
Additional Offers and Future Outlook
Alongside this service, Apple continues to run its Back-to-School campaign in India through September 30, offering device bundles and education discounts, reinforcing its focus on student and educator segments.
Apple plans to leverage this service as a foundation for future enhancements integrating AI-powered personalization and expanded language support to widen accessibility.
The timing precedes Apple’s anticipated September event unveiling the iPhone 17 lineup and other products, suggesting the video shopping service will play a key role in educating and guiding new and existing customers through launch cycles.
Conclusion
Apple’s launch of "Shop with a Specialist over Video" in India marks a significant upgrade in the online retail experience, merging expert, personalized service with digital convenience. By enabling customers to engage virtually with knowledgeable Apple team members, tailored product discovery and purchase journeys are now accessible nationwide. This move underlines Apple’s commitment to deepening market penetration in India’s dynamic digital economy while setting new standards for customer experience in technology retail.
Sources: Business Standard, India Today, Storyboard18, Apple.com
