Apple is going to eliminate its social media support advisor roles on Twitter, YouTube, and the Apple Support Community website later this year. As reported by MacRumors, sources familiar with the matter say customers will no longer be able to get support from Apple employees on these social platforms.
As of October 1, customers will no longer be able to receive human replies to direct messages, said one of the sources. Instead, customers will receive an automated reply listing ways they can receive assistance from Apple.
Also, Apple will no longer provide technical assistance to customers in the comments section of YouTube videos on the Apple Support channel. Plus, the paid Community Specialist role will be dropped for the Apple Support Community.
The hundreds of affected employees will be given 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. Some employees are angered that Apple is not allowing employees to switch to another chat-based support role in the company unless medically necessary, 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.