Apple has launched a new virtual shopping feature in India called “Shop with a Specialist over Video,” making the country the second in the world, after the US, to receive this personalized service. This move underscores Apple’s intensified retail focus in India, following the rollout of the Apple Store app and ongoing investments in both digital and physical retail infrastructure.
How the Service Works
- Customers can visit apple.com/in/store to start a session.
- The service connects the user with an Apple team member over a secure, one-way video call:
- The Apple Specialist appears on video.
- The customer remains on audio-only, protecting user privacy.
- During the call, users can browse Apple’s latest product lineup—including the new iPhone 16 series—and receive real-time guidance on:
- Understanding device features
- Comparing models
- Trade-in programs
- Financing and EMI options
- Exploring accessories and other Apple services
- The Specialist provides tailored advice to help each shopper determine which products and configurations best meet their needs.
Availability and Accessibility
- Hours: Monday to Friday, from 10 a.m. to 7 p.m. IST.
- Languages: Currently supports English.
- Device Compatibility: Accessible on both iOS and non-iOS devices, so anyone with internet access can use it.
Strategic Importance
Apple’s head of Retail Online, Karen Rasmussen, emphasized that the service aims to connect with customers across India—whether in major cities or smaller towns—offering easier access to Apple’s products, services, and support. The initiative is positioned not just as a sales tool, but as a way to deliver the “human touch” of Apple’s in-store experience to online shoppers, especially as its product range expands and purchasing decisions become more nuanced.
This launch follows significant retail developments from Apple in India, including:
- Introduction of the Apple Store mobile app in early 2025
- Expansion of manufacturing in India, now a major global production base for iPhones, with revenues and market presence rapidly increasing.
How to Use
To utilize the feature:
- Navigate to the Apple India Store online.
- Look for the “Shop with a Specialist over Video” banner to initiate a session.
- The Specialist will join via video and guide the customer through the shopping process while the customer stays audio-only, ensuring a comfortable and private experience.
With “Shop with a Specialist over Video,” Apple continues its strategy to integrate digital convenience with expert, human-centered sales and support in one of its fastest-growing markets