Apple made a bold move on the customer support front this summer: The company started publishing customer support videos for its Beats by Dre headphones via the product line’s Twitter account. The strategy is notable primarily because Apple published how-to videos natively on Twitter, taking a proactive approach to deflect service calls and ensure user satisfaction. The company is adjusting to the technological evolution, reaching customers via a platform with a user base that likely tracks closely with its products’ target customers.
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Customer Support in the Digital Age: Collaborative, Personal
Posted by: Robert Johnson September 8, 2015 05:01 PMApple made a bold move on the customer support front this summer: The company started publishing customer support videos for its Beats by Dre headphones via the product line’s Twitter account. The strategy is notable primarily because Apple published how-to videos natively on Twitter, taking a proactive approach to deflect service calls and ensure user satisfaction. The company is adjusting to the technological evolution, reaching customers via a platform with a user base that likely tracks closely with its products’ target customers.