Apple will reportedly stop providing human assistance to users on social media platforms X (formerly known as Twitter) and YouTube. A recent report claims that Apple’s chat-based support service will be discontinued in October. The Apple support bill on X will stop sending human replies to support requests via direct messages. In addition to X and YouTube, the service will also be removed from the Apple Support Community’s online forum, according to the report. Once the service is discontinued, users will likely receive an automatic message on these platforms directing them to the Help Center. The report surfaced weeks before the launch of the iPhone 15.
According to a MacRumors report, citing an anonymous source, starting October 1, Apple will remove the social media support advisor role on X, YouTube, and the Apple Support Community forum. This means users will no longer get human answers to their questions on YouTube’s microblogging platform and comment section. Instead, they get an automated response directing them to alternative ways to contact Apple Customer Support.
The report also suggested that Apple is offering chat support agents to transition to in-house phone support roles. Hundreds of employees are likely to be affected by Apple’s move. In addition, the company also does not allow employees to transition to another chat-based support role unless there are medical concerns, the report said.
The report also notes that the company will also provide employee training for the phone support functions, and the process is likely to be completed by November. Apple started offering customer support on X/Twitter in 2016. The company shares tips on how to use Apple products and responds to questions from users on the platform.
Meanwhile, Apple is all set to unveil its next-generation iPhone models, i.e. iPhone 15 series, at the “Wonderlust” event that will take place on September 12. The company would unveil a range of products, including the iPhone 15 series. , Apple Watch Series 9 and Apple Watch Ultra 2, in addition to revealing iOS 17 and watchOS 10 launch dates. The launch event will be streamed live online on apple.com and the Apple TV app.
