Apple is reportedly discontinuing its human assistance support service for social media platforms X (formerly known as Twitter) and YouTube. According to a recent report, Apple will no longer provide human replies to support requests on X, YouTube, and the Apple Support Community online forum starting from October. Instead, users will receive automated messages redirecting them to the help center. This decision comes ahead of the iPhone 15 launch in the coming weeks.
MacRumors, citing an anonymous source, stated that Apple will eliminate social media support advisor roles on X, YouTube, and the Apple Support Community forum from October 1. This means that users will no longer receive human responses to their queries on these platforms, but will instead be directed to alternative ways to connect with Apple customer support.
Employees currently in chat support roles are being offered the opportunity to transition to phone-based support roles within the company. However, Apple is reportedly not allowing employees to switch to another chat-based support role unless there are medical reasons. The affected employees will receive training for their new roles, and the process is expected to be completed by November. Apple first introduced customer support on social media platforms in 2016.
In other news, Apple is preparing to unveil its new iPhone 15 series, as well as the Apple Watch Series 9 and Apple Watch Ultra 2, at an event called ‘Wonderlust’ on September 12. The launch event will be livestreamed on apple.com and the Apple TV app.
