Apple starts providing customer service on Twitter – The Verge

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Apple has launched a Twitter account dedicated to providing customer support. The account went live 8AM ET this morning, and within regarding twenty minutes started responding to customers’ requests for help. It’s already fielding questions regarding Apple Music, Apple IDs, and enabling smart quotes (the “curly” quotation marks, very compared to the “straight” marks). It’ll likewise be tweeting out pointers on exactly how to use Apple products. By and large, it looks love a very standard customer service account.

Though Apple has actually Twitter accounts for individual products — love Beats 1, Apple Music, and iTunes — it’s largely avoided having any type of central presence on social media. There’s still no core Apple account, yet today’s launch suggests it’s growing much more comfortable along with placing itself out in the open, even if that means letting everyone tweet out every one of the complications they’re having.

But that by no means puts Apple in a unique position. Lots of serious companies use Twitter to field customer service issues, and Twitter has actually even been building features specifically to encourage this kind of use. Simply the others week, it earned it easier for businesses to initiate a direct message along with a customer, which likewise follows Twitter dropping the 140-character limit from DMs and allowing links and photos to be sent.

Apple launched a Twitter support account for Apple Music last October. It likewise inherited Beats’ customer service account. And while Apple has actually yet to launch a core account for itself, there have actually been others signs that it’s attempting to job along with social media much more compared to it has actually in the past. It launched an account dedicated to games on the App Store in September, and Apple’s executives have actually increasingly — though still sparingly — tweeted over the past couple years.

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