Apple has today launched a company Twitter account for help, customer support and iOS tips. Although Apple manages some support accounts for parts of its business, like Apple Music, this is the first time Apple has launched an account that covers its entire product range. @AppleSupport is already verified, confirming its validity as an official Apple support avenue.
On its Twitter bio, @AppleSupport describes itself as a place to ‘provide tips, tricks and helpful information when you need it most, and if you have a question, well – we’re here to help with that too’.
Right now, Apple is featuring tips about the Notes app: specifically, how to turn lists into to-do checklists. It is unclear to what extent Apple will provide 1:1 customer support but it is openly inviting questions from other Twitter users. It is reasonable to assume that for complicated issues, the account is likely to direct users to normal AppleCare channels. However, basic questions and queries could be answered directly through social media with a 140-character reply.
The addition of a company Twitter account brings Apple more inline with wider business trends, where the ability to get support from companies over social media is now considered the norm. Over time, Apple has become more prevalent on social media with execs now regularly replying to customers in an informal manner on a host of topics. Beats 1 also relies heavily on Twitter and Tumblr to spread information about the 24/7 Apple Music radio service. That being said, Apple still lacks an official company-wide Twitter account for news and marketing however … the @Apple handle continues to be dormant.