How to connect if my customer is using an Apple device?

How to connect if my customer is using an Apple device?

Once you are on the phone with the customer and they have confirmed that they will be using an Apple device (iPhone, iPad or iPod), make sure they have the password for their Apple ID.

NOTE: you can’t help your customer with their Apple ID password. Advise them to visit https://support.apple.com/apple-id and get their new password.

If a customer is logging in for the first time to the App store, they will be required to enter their payment method. It is a request by Apple. More detail you can find if you click here.

Afterward, check how they want to receive the invitation (via text message or an email). While still on the phone with your customer, advise them that once you have sent them the invitation they should receive the two-step message:

Image_from_iOS__7_.png

Instruct your customer to:

  1. Tap on "Step 1". That will instantly bring them to the App Store to the app called Shyft Moving
  2. Tap on Get to install the app
  3. Open the app
  4. Tap on Join button
  5. The app asks to allow access to the camera and microphone - tap OK on both

Image_from_iOS.png     

Now, when the app is successfully installed, the next instruction will be to go back to the original invitation message, only this time they will need to click on "Step 2: Join Video Chat".

Once the customer has clicked on "Step 2", their device will ask for permission: "Shyft Moving Would Like to Access the Camera and Microphone". It is crucial that they allow these options by clicking on OK.

Image_from_iOS__8_.png

Now that you are connected with the customer, get your cheat sheet ready.   

Problem joining video chat? Ask the customer to join by going back to the original invitation message, only this time they will need to click on Step 2: Join Video Chat and click OK to allow access to their camera and microphone.

If your customer gets disconnected from the survey, you can help them reconnect. You can follow the instructions if you click here.

    • Related Articles

    • How to connect if customer is using Android device?

      Once you are on the phone with the customer and they have confirmed they will be using an Android phone or tablet, you will need to check how the customer wants to receive the invitation (via text message/email). While still on the phone, advise them ...

    • Conduct a survey using an Apple device (iPhone, iPod or iPad)

      Conducting survey from your Apple device gives you basic features to use: 1. Logo - your company's logo will be visible on your mobile device. Tap on this button to refresh your connection with your customer. 2. Snapshot button - this button can be ...

    • Issues with downloading or using an Apple device

      If the customer has any issues downloading the app using Step 1 in their invitation text message or email, just ask them to download it directly from the App Store by searching for Go ShyftMoving. NOTE: If the customer cannot download the app because ...

    • How to connect if customer is using Windows or any other OS?

      NOTE: make sure your customer has Google Chrome installed as SurveyBot works properly only on that browser. You can use this option in situations when your customer confirms they will not be using an Android or Apple device, or they don’t want to ...

    • How can my customer do a self-survey using an Apple device?

      This article will guide you through the steps to upload self-taken pictures and videos to your Survey with an Apple device. There are two quick steps to upload videos or pictures to a survey. Screenshots below may look slightly different from what ...