Apple is getting rid of chat support on X, YouTube, and the web soon: Report

While all the recent media coverage has revolved around the Apple iPhone 15 release, happening in under two weeks from now, there’s some new reporting suggesting a change in the manufacturer’s customer service strategy.

According to a new report emerging from MacRumors, Apple plans to shutter social media advisor positions on X (formerly Twitter), in addition to YouTube and the company’s own Apple Support Community. This web-based customer support forum has been the go-to place for help on the company’s products for several years now.

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One of the unnamed sources cited by the publication said that the @AppleSupport account on X will cease to offer human-generated replies beginning October 1, 2023. The source further said that this would make way for computer/AI-generated responses, mostly telling users about alternative ways to get in touch with Apple for support.

As for YouTube, the company will stop responding to user comments under its videos on the Apple Support channel. And lastly, the Community Specialist role, a paid position, would also get the boot.

Some employees may be lucky to receive a transition to the phone support teams across Apple, but others may ultimately have to leave the company. Phone support training will be provided by the company, with Apple apparently looking to complete the transition by November this year.

Apple’s social media teams are supposedly frustrated

The source went on to say that some social media team members are particularly frustrated since some aren’t allowed to switch to another chat-based support team unless they have a medical condition.

Apple has seemingly justified the decision by saying a bulk of its customers would pick phone support over other means of chat support, per a source familiar with a recent company meeting.

The iPhone maker has remained tight-lipped about this development, and we don’t expect to hear much on this anytime soon. Perhaps the company will have a thing or two to share about this in its quarterly earnings call later this year.

Source: MacRumors

Via: Gadgets360

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