Apple Plans to Stop Providing Customer Support on Twitter and YouTube

[MacRumors]

Apple is planning to eliminate social media support advisor roles across Twitter, YouTube, and the Apple Support Community website starting later this year, according to multiple sources familiar with the matter. When this change takes effect, customers will no longer be able to receive support from an Apple employee on these platforms.

Starting October 1, the @AppleSupport account on Twitter will no longer provide human replies to customers who send direct messages, one of the sources said. Instead, the source indicated that customers who message the account will receive an automated reply outlining other ways that they can contact Apple to receive assistance.

In addition, the sources said Apple will no longer provide technical assistance to customers in the comments section of YouTube videos uploaded to the Apple Support channel, and the paid Community Specialist role will be eliminated for the Apple Support Community, an online discussion forum where customers can receive help.

Apple is offering hundreds of affected employees the opportunity to transition to a phone-based support role in the company, but some advisors are unable to or unwilling to make the switch, the sources said. Apple is not allowing employees to switch to another chat-based support role in the company unless medically necessary, which has caused anger and frustration for some members of the social media team, one of the sources said.

Employees will receive training to provide phone support, and the transition is expected to be completed by November, one source said. They added that those who do not wish to work on the phones were told they would need to explore work outside of Apple.

Apple has offered customer support on Twitter since 2016. Last year, the social media platform was controversially acquired by billionaire Elon Musk, and it has since been renamed to X. In a meeting with employees this week, the sources said Apple justified its plans by explaining that many customers prefer phone-based support.

Apple did not immediately respond to our requests for comment. This story will be updated if Apple provides any information.

Article Link: Apple Plans to Stop Providing Customer Support on Twitter and YouTube

 

[Natas1000]

They should stop giving Twitter ad dollars too.

 

[tripsync]

Never made sense to me. 100% of my DMs with Apple support over X resulted in doing basic troubleshooting steps and then Apple support telling me to go to the support website for further help. And the website chat ended up asking me to do the same exact troubleshooting steps.

 

[TheYayAreaLiving 🎗️]

Apple: Add Facebook and TikTok as well, please?

 

[abatabia]

I prefer iMessage or phone support anyway.

 

[now i see it]

Likely because nobody ever knew about or used this Apple help service

 

[jz0309]

makes sense to me

 

[sw1tcher]

Starting October 1, the @AppleSupport account on Twitter will no longer provide human replies to customers who send direct messages, one of the sources said. Instead, the source indicated that customers who message the account will receive an automated reply....

Will automated reply be 💩 ?

 

[fwmireault]

I prefer iMessage or phone support anyway.

I wished they would expand Apple support over iMessage outside of the US

 

[coffeemilktea]

I guess Tim Apple saw the Excel Numbers spreadsheet of the costs and thought "online customer support? In this economy?! 😤"

 

[dasmb]

Twitter based customer support was always a bad idea. It felt convenient to shout gripes into the void and be heard by somebody who could help, but the next step involved providing personally identifying information to a random customer support agent on a Twitter account you had to assume was correct. All via Twitter DMs, which aren't encrypted and can't be deleted.

 

[msackey]

I prefer iMessage or phone support anyway.

I have been very impressed with Apple Support over the years whether via iMessages, the phone, or in-person at their stores. 99% of the time, their support have been fast, not repetitive, didn't make me do stupid steps, and resolved the issue quickly. I have not experienced another company replicate this kind of quality, ever. And I'm a long time Apple user: since 1989 although I didn't use Apple Support until probably 1999/2000.

 

[erikkfi]

General social media disengagement is a good thing, and particularly from Twitter.

 

[dontwalkhand]

Support? What support? I have had issues with my Apple ID for months and finally it took a lot of complaining, pain and agony just to get it to stop deleting my Apple Card every night at 8pm.

 

[arkitect]

I did not even know these were available…
*shrug*

 

[sw1tcher]

I guess Tim Apple saw the Excel Numbers spreadsheet of the costs and thought "online customer support? In this economy?! 😤"

1) eliminate online customer support positions which could then
2) get people to go into an Apple Store to see someone at Genius Bar
3) maybe they'll buy something on the way out
4) profit!

 

[crsh1976]

I don't understand who are these people who prefer calling in, while the solutions are probably more suited to one's issue, the wait and having to explain your predicament to every new agent you're put in contact with are a definite downside - not to mention business hours are not always compatible with one's schedule/availability.

Online support, should it be made actually useful and efficient, would be a more practical channel for customer support in my view - if it's only used to re-direct customers to the web site or to a call center, then of course it's pointless and a waste of resources.

 

[lazyrighteye]

I get that people spend more time on social apps than with their families. I also get the concept of "meet the customer where they are." But it always struck me as an unnatural place for Apple (or any company) to offer customer service. Typically, customer service is a more intimate, one-on-one scenario. The expectation of moving that experience to a social channel always seemed odd. But... you gotta try things to evolve things. So, check that box. Having tried it a couple of times, I'm not surprised to see them sunset this concept. Next? 🤪

 

[TVreporter]

The best was this automated response yesterday under a post by Joswiak on X:

Apple Support (@AppleSupport) on X

@Alainmachado7 We’d like to help with the issue you are having with your Apple ID account. Is this for a subscription or some other recurring charge? Please meet us in DM with more details regarding this. https://t.co/GDrqU23wfr

x.com

 

[Future-ex-apple-employee]

I’m one of the employees. There’s 250-300 of us. Thirty days notice, then busted back to phone support. I have 9 years with apple and most of it has been here in social media support. Most of my team is the same as me. Even the “newbies” are 3-4 years deep in this group.

We’re furious and worried as hell. Those who wish to stay start “phone training” in about a month…. Where we all started and busted our butts to leave. A handful are staying, everyone I’ve spoken to seem to be polishing up the resume.

 

[iLoveDeveloping]

Good! Don’t give X any more support than it needs. It’s become a cesspool since Elon took over. Glad Apple is making this move, I’d happily use the support website instead of that garbage website.

 

[MrENGLISH]

I’m one of the employees. There’s 250-300 of us. Thirty days notice, then busted back to phone support. I have 9 years with apple and most of it has been here in social media support. Most of my team is the same as me. Even the “newbies” are 3-4 years deep in this group.

We’re furious and worried as hell. Those who wish to stay start “phone training” in about a month…. Where we all started and busted our butts to leave. A handful are staying, everyone I’ve spoken to seem to be polishing up the resume.

Great point! I wasn't even thinking about how this impacts Apple employees until your post. Do the phone support tech's also handle the iMessage chat support side of things too? I guess I just assumed there would be different teams assigned to specific groups of support. If so, maybe you could put in a request to be on the iMessage chat support team???

 

[TinyMito]

I didn't even know they provide supports over Twitter and YouTube...

Most of the time I just call them for software bugs and appointment to get things fixed at Apple store.

 

[koyoot]

Apple usually drops support on things, when they are coming with their own product of that category.

There were rumors in the past that Apple is working on their own Social Media.

Could this be part of it? I will not be surprised.

 

[WarmWinterHat]

Apple usually drops support on things, when they are coming with their own product of that category.

There were plans in the past that Apple is working on their own Social Media.

Could this be part of it? I will not be surprised.

No. They provide support via iMessage, their website, phone (calls and callbacks), email and in-person at their stores.

Social media is an unnecessary waste of resources. They also still provide support via Facebook (unfortunately).