| Cult of Mac

Customer service on Twitter just got a big upgrade


Twitter has changed its mind on deleting inactive user accounts (for now)
Twitter is crushing dreams in 2020.
Photo: Jim Merithew/Cult of Mac

Twitter has made new tweaks that make it easier for businesses to provide customer service through direct message.

Its more relaxed rules mean that businesses can more freely reply to customers who need support without having to worry about reaching a direct message limit. Spam accounts will still find it difficult to bombard users with junk, however.

Apple launches new ‘Today at Apple’ website for stores worldwide


Apple's new website keeps you in the loop on classes in your area.
Apple's new website keeps you in the loop on classes in your area.
Photo: Apple

Apple is revamping its efforts to keep customers educated on all of its platforms today with the launch of a new website called ‘Today at Apple.’

The new sub site provides Apple fans with portal that shows all of the events, classes and other happenings at local Apple stores, giving users an easy way to sign up for the 4,000 sessions held across the globe each day.

This company built an AI for helping customer service teams


This powerful artificial intelligence tool can help customer service agents, or converse with customers directly.
This powerful artificial intelligence tool can help customer service agents, or converse with customers directly.
Photo: Agent.ai

This post is brought to you by Agent.ai.

Not all businesses can afford a full-time staff of phone operators. And let’s be honest: Frustration with automated systems can leave customers looking for another place to do business.

Agent.ai has created something that bridges the gap — a customer relationship management (CRM) system that’s powered by machine learning. It comes in two forms: Co-Pilot and Auto-Pilot.

China Warms Back Up To Apple After Tim Cook’s Public Apology


Apple is ready to explode in China. Photo: Apple
Apple is ready to explode in China. Photo: Apple

In China, the state-run press has been attacking Apple non-stop for the past couple of weeks over warranty policies that showed the company’s “unparalleled arrogance.” Apple Stores were fixing broken iPhone returns instead of replacing the devices entirely like they do in the United States. There was also an issue with Apple’s 90-day warranty on replaced parts not matching China’s mandatory one-year warranty policy.

Things got so heated that Apple CEO Tim Cook had to issue a public letter to Chinese customers apologizing “for any concerns or misunderstandings.” Apple’s scrutinized warranty and return policies have also been changed to address the concerns.

After the apology, China is starting to warm back up to Apple.

10 Mistakes That Can Sink An App, A Mobile Site, And A Company’s Reputation


10 Mistakes can sink an app, mobile site, and a company's reputation
10 mobile mistakes can ruin a company or developer's reputation

Apple’s meticulous focus on design and usability is one of the hallmarks of its products. That attention to detail is evident in almost every Apple product, but iOS devices epitomize Apple minimalist approach and its goal of removing any barrier between the user and a great user experience. Unfortunately, not all iOS developers or mobile web developers get to that same level of minimal and effortless design.

There are probably hundreds of small ways that developers can miss the mark when designing iOS apps or creating content designed for mobile devices, but Gartner research director Johan Jacobs notes that most mobile app/experience design failures boil down to ten common mistakes.

Tim Cook Forces AT&T To Unlock Customer’s Phone


Given how secretive Apple is,
"Can even my divine intervention get AT&T to unlock your iPhone? Let me meditate upon it."


Dealing with customer service representatives can be one of the world’s most torturous experiences. Apple isn’t perfect, but they usually give customers the best experience possible, no matter. Proving that point, earlier today a story surfaced of Tim Cook stepping in and forcing AT&T to make a special exception to a request the deny to most customers.

Sprint Tweaks Network Amid iPhone 4S Speed Issues


Photo by edavid3001 - http://flic.kr/p/aDBFB2
Photo by edavid3001 - http://flic.kr/p/aDBFB2

If Sprint’s new “network enhancements” were designed to quiet complaints by iPhone 4S users, the nation’s third-largest wireless carrier may need to return to the drawing board. Following tweaks for peppier 3G downloads, many Sprint customers still complain of turtle-like connections while lusting after Verizon’s faster network.

How To Make A Customer Happy: Replace A Dead iPhone For Free



Reddit user labuzan posted a nice story today, detailing how a family iPhone went through the laundry, and what happened when they took the dead device to an Apple Store and told their story.

The results were not what you might expect.

Instead of charging for a replacement phone, the Apple employee serving them handed one over free of charge, saying: “We made an exception.”

Needless to say, a family already loyal to Apple just got its loyalty quotient increased by several notches.

Go here for the full story.