Apple has extended the presence on social media, especially in Twitter, including its English-language support channel, which is simply named @AppleSupport. This account affirms that will be posting tips and techniques, besides providing help to customers with all Apple-related problems they might encounter.
Apple is rather familiarized with Twitter, since its managers and staff post quite frequently and particular services such as Apple Music created accounts dedicated to responding to people’s concerns. But the organization did not have a standard help line where people can tweet about their problems, but this changes these days.
The channel allows direct messages and people can ask it particular information regarding their system or personal questions that cannot be asked in public. The employees operating @AppleSupport appear to be discussing everything in direct messaging to prevent blocking the stream.
Even if it is just a few hours old, the account already has gathered a few tens of thousands of followers and is invaded by numerous questions from Apple customers. These widely range from concerns about why schedule records are vanishing to frazzled MacBook wires or to iCloud back-up problems and many more besides them.
They even had some users asking about upcoming product details and who got a courteous reply from the assistance staff. The initial tip that the account offered was the ‘how to’ picture with information about the Notes feature, presenting how to make standard lists active checklists.
This is not the first Twitter assistance channel that the company has made. There were already other channels for this, for example, those responsible for helping Apple Music and Apple Store have been created almost seven years ago.
Furthermore, Beats by Dre also had its own Twitter assistance account from 2012, before Apple purchased the headphone brand. But the company developing a general Twitter assistance account targeted at responding to Apple-related concerns seems more important than separate support channels for particular features.
Perhaps it is only trying to protect more client care problem, since Twitter is the main platform for users to post problems when their devices and services fail apart. Apple directs many efforts on client care as element of its quality brand image.
So offering another community assistance account should further enhance the impression of powerful after-sales options. It is safe to affirm that the company’s support accounts are probably an indication that the Cupertino-based might consider purchasing Twitter in the next years.
Tech journalists has contacted Apple’s representatives to find out if this was related to their decision to accept Twitter as a standard support account and will keep you informed about the company’s’ response.
Image source: Slashgear