Apple may be making changes to its customer support approach. Starting later this year, customers may no longer be able to get direct support from Apple employees on social media platforms like Twitter and YouTube, as per MacRumors.
The report describes that Apple is planning to stop all human replies to customer direct messages on the @AppleSupport Twitter account starting October 1, 2023. Instead, customers will receive an automated reply with information on how to contact Apple for assistance.
Apple will also stop offering technical help in the comments sections of YouTube videos on its support channel. Additionally, the company will phase out the paid Community Specialist position within the Apple Support Community, an online forum where customers seek guidance.
It’s not clear why Apple might be doing this, but the decision will affect both its customers and employees. While customers will no longer be able to receive direct support on Twitter and YouTube, employees who worked in these roles may face uncertainty about their future.
Reportedly, employees who are affected by this change are offered the opportunity to transition to phone-based support roles within the company. But some are unable or unwilling to make the switch. Apple is also limiting employees’ ability to switch to other chat-based support roles unless there are medical justifications. This has caused discontent among members of the social media support team, per the MacRumors report.
Apple has offered customer support through Twitter for over 6 years. But in a recent meeting with employees, Apple reportedly explained its decision to discontinue Twitter support by citing customer preferences for phone-based support, as per MacRumors sources. Apple has not said anything about this yet.
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(Via)
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