Highlights:
– Apple plans to stop providing support to customers through platforms like Twitter, YouTube, and online forums.
– Starting October 1st, Apple’s @AppleSupport account on Twitter will no longer respond to direct messages, and customers will be directed to contact Apple through other methods.
– The company is giving employees the opportunity to switch to phone-based support roles, but some employees are not interested or capable of making the switch.
– Customers will no longer be able to receive technical help from Apple staff in the comments section of uploaded YouTube videos on the Apple Support channel.
– The announcement of the new iPhone 15 series lineup and possibly a new Apple Watch may be made at Apple’s upcoming event on September 12th.
Top Tech company Apple (formerly Twitter) has announced that it will no longer provide customer support through online platforms such as Twitter, YouTube, and Apple Support Communities. According to reports from MacRumors, Apple plans to phase out the role of social media support advisors on these platforms by the end of this year. After the implementation of this change, customers will no longer be able to receive assistance from Apple staff on these platforms.
Starting from October 1, the @AppleSupport account on X (formerly Twitter) will no longer respond to direct messages (DMs) with human interactions. Instead, customers sending messages to the account will receive an automatic reaction that directs them to other ways to contact Apple for help. Additionally, customers will not be able to receive technical support from the company through the comments section of Apple’s uploaded YouTube videos.
The report suggests that Apple is offering employees affected by this change the opportunity to switch to phone-based support roles within the company, but some advisors are unable or uninterested in making this transition. Until further notice, the company is not granting permission for employees to switch to other chat-based support roles, which has caused dissatisfaction and disappointment among some members of the social media team.
It is expected that employees will be trained to provide support through phone calls by November. Those who do not wish to work on the phone support team have been advised to explore job opportunities outside of Apple. Meanwhile, Apple has revealed that its next major international product launch, the iPhone 15 series lineup, will take place on September 12. The event may also feature an announcement for the new Apple Watch.
And, Apple’s decision to end customer support through social media platforms marks a significant change in their support strategy. Customers will need to find alternative channels to seek assistance from Apple in the future.
