Apple will reportedly stop providing human assistance to users on social media platforms X (formerly known as Twitter) and YouTube. A recent report claimed that Apple’s chat-based support service will be discontinued in October. Apple support Account on X will no longer send human responses to direct message support requests. According to the report, the service will also be removed from the Apple Support Community online forum, along with X and YouTube. Once the service is discontinued, users on these platforms will likely receive an automated message directing them to the help center. The report came weeks before the iPhone 15 was launched.
According to a report by MacRumors, citing an anonymous source, starting October 1, Apple will be removing the role of social media support advisor on X, YouTube, and the Apple Support Community forum platform and YouTube comments section. Instead, they receive an automated response directing them to alternative ways to contact Apple Customer Support.
The report also noted that Apple is offering chat support staff to transition into phone support roles within the company itself. Hundreds of employees are likely to be affected by Apple’s move. Additionally, the company also does not allow its employees to move to another chat-based support role unless there are medical issues, the report said.
Additionally, the report said the company will also provide training for employees for phone support roles and the process is expected to be completed by November. Apple has offered customer support on X/Twitter since 2016. The company provides tips on using Apple products and answers user queries on the platform.
Meanwhile, Apple is ready to unveil its next generation of iPhone models, namely the iPhone 15 series, at its “Wonderlust” event, which is scheduled to take place on September 12th. The company is set to unveil a range of products including the iPhone 15 Series, Apple Watch Series 9 and Apple Watch Ultra 2, as well as iOS 17 and watchOS 10 release dates. The launch event will be streamed live online at apple.com and on the Apple TV app transmitted.