Apple has an avenue for people to seek support when running into issues with its recently launched music streaming service, Apple Music.
This morning, the company launched the @AppleMusicHelp Twitter account. According to the first tweet issued from it, Apple employees will monitor the account seven days a week, from 6 am PDT to 8 pm PDT.
For the most part, Apple is responding to tweets by directing people to send direct messages that explain in greater detail the problems they’re encountering with the music streaming service.
The account is notable for the fact that is the first time Apple has taken to Twitter to help solve customer’s technical issues. Normally, the company’s policy is to direct people to its support website; in fact, it’s still doing that for technical questions relating to all its other apps, devices and services.
With the first wave of free Apple Music trials having expired in late September, the company may have felt the need to step up its game in order to attract new users and retain existing ones. Certainly, when compared to some of its previous releases, Apple Music feels unpolished. I didn’t experience many technical issues in my time with it, but I’ve read of people losing their entire music iTunes libraries. Take a look at Jim Dalrymple’s post on Apple Music, which describes the service as a “nightmare,” and you’ll find a variety of horror stories.
Competitor Google has also taken to improving its streaming offering. On Tuesday, Google started allowing people to gift Google Play Music subscriptions to their friends and family.