The arrival of iOS 11 will bring support challenges for your customers. In this blog, we bring you the four most impactful changes expected in iOS11. This information will help your agents and self-service channels to prepare for the peak in support questions when the new iPhone launches together with iOS 11 in September.

Changes to the core functionalities of iOS and additions of new features might leave end users needing support content. In this blogpost, Qelp’s iOS expert, Ilan Kupers, has put together a list of new features and changes your customer support must address and adapt to.

Revamped Lock Screen & Control Centre

The new and updated Control Centre and its settings. Photo credit: Qelp.

Apple has reworked the navigation of the Lock Screen and Control Centre from the ground up. Besides easier access to notifications when turning on the device, the Control Centre offers a fully customizable single-page layout for settings and device controls. Numerous options and controls, including sound volume, screen brightness, WiFi hotspot, Do Not Disturb or Low Power mode, can now be added to the quick access menu.

End users can choose which settings and controls to add or remove from the Control Centre and change the placement and layout of app shortcuts. This level of customization was never possible on an Apple device and might cause increased need for support. Especially in the on-boarding phase, that means right after upgrading the software by the end-user.

Offloading unused apps

The addition of “Offload Unused Apps” to the iTunes & App Store settings menu. Photo credit: The Verge.

As app usage has reached an all-time high, mobile devices are struggling to keep up with storage space. This means in practice that many end-users do not have enough storage to store the photo’s they take.

To resolve this issue, Apple has introduced a new feature called “Offloading unused apps”. This functionality detects which apps have not been opened in the past month and silently removes them from the device. The phone still makes sure to store all app-related settings and information in case the app is needed again. According to The Verge, the deleted app would still be visible to the user, but would require to be re-downloaded the next time it is launched.

This feature is controlled by an improved iPhone Storage menu that also provides end users with suggestions about how to clear up space on their device. In a tutorial Qelp will explain step-by-step how to perform this setting.

New camera image and video file format

Another change aimed at improving storage space on iPhones and iPads is the introduction of new file formats for images and videos – HEVC and HEIF – that take up a lot less space. This should make it possible to store up to twice as many images and minutes of video. In addition, the reduced size will make it easier to store those photos in the cloud, while using less data.

Issues with the new format might arise when a third-party application interacts with HEVC or HEIF files. While all major apps should receive updates for the new formats in the coming months, compatibility issues might affect not commonly used or outdated applications.

Qelp is monitoring this potential problem actively to make sure we support issues with this.

Automatic Do Not Disturb mode while driving

The brand new “Do Not Disturb While Driving” mode on the iPhone. Photo credit: Qelp.

Apple has elevated its driving safety initiative to detect automatically when an iPhone is moving at high speed on a road. This will turn on a Do Not Disturb mode and hide all notifications. The phone will be set to “silent” and, if the screen is turned on, will remind the driver only to use the phone for emergencies. This automatic detection still prompts users to respond if they are behind the wheel or just a passenger. In addition, the feature can be disabled, configured to include only selected notifications, or temporarily disabled for urgencies.

Bringing increased attention to this functionality is an opportunity to demonstrate support for national road safety campaigns and organizations. Qelp tutorials explaining the “Do not disturb” function can be used as a mean to practically support those initiatives.


Being fully prepared for the mass launch of iOS11 is key to successfully managing the peak in consumer interest and support demand. This year Qelp will deliver device support for the new iPhone and iOS 11 on the day of market launch in all languages.


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