Apple has become one of the most world-renowned names in consumer electronics, cloud-based services and computer technology. Until recently, the company had something to do with the use of social media for business. What is so interesting about their current social media strategy is that in the context of contemporary social media marketing, it just shouldn’t work.
Since its creation in 1976, Apple Inc. has become one of the world’s leading technological innovators. Through incredible heights and astronomical lows, the company has proven time and time again that they are not ready to follow the status quo. There is great reluctance to pursue the same path as other successful businesses have gone directly to their social media channels.
The truth is that Apple are capable of doing this, or rather, completely different on social media because they are a broad and influential corporation. Due to their substantial and hardcore consumer base and an astronomically large pile of partners who want to use and market their services such as app developers, Apple uses social media in their own way and only for their benefit.
Very few, if any, central social media
When it comes to how Apple uses social media for customer service, one of the most obvious and odd things is that they have little access to central accounts. This seems to be the case with most major social networking sites; @Apple is completely unused on Twitter and Facebook, all you can find is an unofficial page for an “electronic device service” that has managed to get over 9 million likes without any visible social media strategy. This has been the case for a long time. Apple refused to turn to social networking and exploited this lucrative marketing opportunity at the official level.
But it’s not like Apple never sells on social media – it’s just careful to demarcate promotional posts with their organic article. Apple has run several advertising campaigns on Facebook, but they are very close to promoted positions and thus traditional ads. Last year it ran a campaign for its Apple Watch, in which users were asked to choose it as a gift. Apple has a Facebook campaign that targets people using high-end phones, in which it urges them to switch from their phones to Apple.
Twitter as a customer service tool
One aspect of social networking that Apple is more willing to tap into customer Support. As an instant communication medium that provides complete limpidity, social media provides the right platform for Apple customer Support . Their Apple Support Twitter profile allows them to “provide tips and tricks when you need it most.”
Apple has the budget to bring its devices to television shows and movies, but it’s okay to start small. Any marketer can place a product with an influencer who can later share it on their social media sites such as Instagram or Snapchat. Once an influencer shares your product and shows their followers how beneficial it is, seeds are planted and leads are created.
Apple customer service good
Apple has been roaming the Connor McGregor-style as the king of laptop tech support for the past four years. Does the tech giant still have its customer service charm? I had to channel the detective inside me and find out for myself. Demonstrating their best Oscar-worthy performance, I came across as a damel to help Apple with the following questions: disabling automatic updates, downloading Microsoft Edge, and turning on Dark Mode.
Apple’s phone-support experience, with its shared-screen remote support and support agents, was painless and enjoyable. As a cherry on top, Apple’s online live chat offered a dash of humor that left a positive lasting impression. On the other hand, Apple’s Twitter support is comparable to the phone and live-chat service of tech giants. Despite this, I would recommend Apple’s customer service – just don’t tweet to Apple for help.
Brandon, a top technical assistant agent in St. Louis, provided me with seamless guidance when I asked for help disabling automated system updates. At 8:20 am EST, using a remote screen-sharing service, the friendly agent automatically guided me through ticking the automated box box. On top of that, Brandon noticed that my time zone was wrong, so he took an extra 2 minutes of help to give instructions on how to fix the problem. Bravo, Brandon! My chat did not last more than 10 minutes.