Last Wednesday Apple announced that iOS 9 will be released on September 16th. This means that most of the iPhone and iPad users can make use of an operating system that has a new interface, new features and improvements. It is important for your call center to know what the key changes are, because end-users may call for help when running into – for example – settings issues. At Qelp we were ready last Wednesday to update the online selfservice applications for all our customers within 24 hours, but now we will release the iOS 9 update on September 16th. Hopefully, you will be able to serve most end-users through online selfservice channels. If you are a Qelp customer, you are :-).

Here are some of the new features of iOS 9 that customers might seek support for:

1.         Wi-Fi Assist

One of the new functions is the “Wi-Fi Assist”. Today, users experience often issues when they are (automatically) connected to a weak Wi-Fi connection. If users wanted to regain their stronger 3G or 4G connection, they manually had to turn Wi-Fi off or to select the “forget this network” option. The new feature – called “Wi-Fi Assist” – in iOS 9 will automatically drop the Wi-Fi connection and jump onto 3G or 4G whenever Wi-Fi has a weak signal. 

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However, this feature can result in an unpleasant surprise for users with a limited data plan. Qelp has therefore developed a new use case that provides smartphone users clear instructions how (and why) they can turn off the Wi-Fi Assist feature as soon as they have installed iOS 9 on their device. This will help mobile operators prevent the well known “bill shock” for their customers.
 

2.         Battery Low Power Mode

As we revealed in one of our previous insights, 62% of smartphones have less than 20% of power remaining at the end of the day, 33% of devices go below 10% power, and 12% of devices run out of power completely. In response to the call for an extended battery life, Apple has added the “Battery Low Power Mode” to iOS 9. This feature temporarily reduces power consumption until a user can fully charge his device. When this is on, mail fetch, background app refresh, automatic downloads, and some visual effects are reduced or turned off. This will provide users the opportunity to use their device for an extra three hours. 

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3.         EU Internet switch

iOS 9 will still contain the ‘EU Internet’ switch when data roaming is enabled. Contrary to what one would expect, this switch actually causes mobile internet not to work, unless a user has purchased a data package or subscription for mobile internet at a local mobile operator. This switch has therefore to stay off at all times, otherwise mobile internet will not be possible. We are aware that many mobile operators have been receiving calls about this issue and therefore now offer a use case to resolve this iOS issue.

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4.         “Move to iOS” 

One of the major barriers for Android users to switch to iOS were the difficulties to migrate contacts, messages, photos, videos, mail and calendars. To help these users, Apple has confirmed that – along with iOS 9 – it will launch an app – called “Move to iOS” – that will help new iOS users to securely transfer their personal data from their Android to their new iOS device. It will also help them to rebuild their app library by bookmark free apps as “suggested” in the App Store, and add paid apps to the iTunes Wish List.

“Move to iOS” will be available in the App and Play Store, most likely at the same time when iOS 9 will be available.

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