Social engagement is vital for any company these days. For an aspirational brand like Apple, they aren’t really that active especially on Twitter. Sure they have a few accounts like Apple Music and AppStore, but they are mostly one way channels to promote their products and services.
With Apple continuing to break sales records for every release of its new product, the Cupertino company appears to be openning its doors for better customer interaction. Finally they have just created a new @AppleSupport twitter account to directly address customer questions as soon as possible. The account will be used to share tips and tricks for your iDevice from time to time.
@TommyWelle We're happy to help out with Maps. DM us which iOS version you're running. We'll continue to assist there.
— Apple Support (@AppleSupport) March 3, 2016
@rO_Oute Let's work together to see what's going on with your Safari. DM us with what device you are using to get started.
— Apple Support (@AppleSupport) March 3, 2016
So whether you have a software or hardware problem, you can send a tweet to @AppleSupport and you’ll get a response almost immediately. From the looks of it, they are engaging quite instantly to various questions on Twitter. It is almost like having an Apple Store Genius Bar on twitter 24/7. Of course, most brands have been doing this across their respective markets but it’s still better late than never.
The Cupertino company is certainly stepping up its customer service. Apart from having an online customer support, they are also in the process of revamping its Genius Bar appointment system. Instead of walking in and setting a specific time, the Apple Stores in the US will adopt a new “Concierge” service where they will prioritise your request by urgency. For example, a repair for a cracked screen will be attended before a customer having minor software issues.
After registering with the system, they will send a text on estimated wait times and they will text you again once your turn is coming up next. Finally they will text you that your technician is ready and where you can locate them in the store. This is faster than the current appointment system and you can walk around the mall while waiting for your turn.
While we don’t have an official Apple Store in Malaysia, their customer service through their authorised resellers have been pretty good. When they issued recalls for the iPhone 5 Battery and Power button, the replacement process was hassle-free and in some instances, they even offered a free refurbished replacement.
Have you dealt with Apple customer service or authorised service centres before? Let us know your experience in the comments below.
