Apple Inc. (NASDAQ:AAPL) plans to cease customer support on Twitter and YouTube later this year.
According to MacRumors, from October 1, the @AppleSupport account on Twitter will no longer provide human replies to customer inquiries. Instead, an automated message will prompt users to contact Apple through other means.
Apple also intends to stop offering technical support via comments on its YouTube Support channel. The paid Community Specialist role for the Apple Support Community forum will also be discontinued.
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The tech giant is offering affected employees the chance to transition to phone-based support roles. However, some advisors are unable or unwilling to switch roles, causing dismay among the social media team.
Training for phone support will be provided, with the transition expected to be completed by November. Those who reject phone support roles will need to seek employment outside Apple.
Apple has been offering Twitter (now X) based customer support since 2016. The company justified the change, citing a customer preference for phone-based support. Apple hasn’t yet commented on the reports.
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