Apple to Stop Providing Customer Support on Social Media, YouTube
Right ahead of theiPhone 15 Series launch event, Apple seems to be restructuring its customer support strategy. According toMacRumors’ latest reports, Apple plans to stop providing customer support on X (formerly known as Twitter), YouTube, and Apple Support Community. Let’s learn all the details.
Apple to Stop Twitter and YouTube Customer Support
As per the report, the Cupertino giant has plans to let go off its social media support advisor roles, including the paid Community Specialist role at its Apple Support Community online forum.
Starting October 1, 2023, users on Twitter won’t receive human replies to their direct messages. Instead, they will get anautomated replyoutlining other ways to reach Apple for assistance. In addition, various sources reveal Apple won’t offer technical assistance to customers in the comments section of videos uploaded on the Apple Support YouTube channel.
This change isexpected to impact over 150 employees, who are reportedly given an opportunity to switch to a phone-based support role. The employees will get formal training to deliver phone-based assistance, and the transition is expected to happen by November. That said, Apple isn’t allowing these employees to switch to any other chat-based support role, unless there is a medical condition.
The employees who are unwilling to make this transition are advised to explore opportunities outside Apple, which has, well, led to some frustration and anger within the social media team.
As of now, it isn’t clear why Apple is planning to phase out its customer support on social media. Perhaps, Apple is trying to do some cost cutting in its social media expenses, particularly after Twitter increased its API prices in March this year.
Apart from Apple, many bigtime brands like Netflix and Sony have already reduced their customer support via social media. In a meeting, Apple has reportedly justified its plans by saying that customers prefer phone-based technical support. Apple is yet to release any official statement on these changes. We’ll update this piece if we get to hear anything concrete, so stay tuned.
Kanika Gogia
Kanika has been a loyal iPhone user since 2014 and loves everything Apple. With a Master’s in Computer Applications, passion for technology, and over five years of experience in writing, she landed at Beebom as an Apple Ecosystem Writer. She specializes in writing How To’s, troubleshooting guides, App features, and roundups for Apple users to help them make the best use of their gadgets. When not writing, she loves to try out new recipes and enjoy some family time.
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