Apple is reportedly discontinuing its human assistance service for users on social media platforms X (formerly known as Twitter) and YouTube. This change, scheduled for October, is expected to halt the Apple chat-based support service on these platforms.
The Apple Support account on X will cease to provide human responses to support requests via direct messages. This adjustment will also extend to YouTube and the Apple Support Community online forum. Instead, users will receive automated messages guiding them to the help center for assistance. This development coincides with the upcoming iPhone 15 launch.
A recent report from MacRumors, based on an unnamed source, indicated that Apple plans to phase out social media support advisor positions on X, YouTube, and the Apple Support Community forum, starting October 1.
Consequently, users will no longer receive human-generated replies to their inquiries in the comment sections of these platforms. Instead, they will receive automated responses directing them to alternative avenues to engage with Apple’s customer support.
The report further mentioned that Apple is offering current chat support employees the opportunity to transition to phone-based support roles within the company. This transition is expected to affect numerous employees.
Additionally, the report highlighted that the company has imposed restrictions on employees shifting to other chat-based support roles unless they have valid medical reasons.
Furthermore, the report outlined Apple’s plan to provide training to employees undertaking the phone-based support roles, with the process anticipated to conclude by November. Apple introduced customer support on X (formerly Twitter) in 2016, sharing product usage tips and addressing user queries on the platform.
Meanwhile, Apple is gearing up to unveil its latest iPhone lineup, the iPhone 15 series, during its ‘Wonderlust’ event scheduled for September 12. The event is expected to showcase a range of products, including the iPhone 15 series, Apple Watch Series 9, and Apple Watch Ultra 2. Additionally, Apple is set to reveal launch dates for iOS 17 and watchOS 10. Enthusiasts can tune in to the live-streamed event on apple.com and the Apple TV app.
