2023-08-30 21:30:13
According to MacRumorsApple is planning discontinue your social media support services — such as X (formerly Twitter) and YouTube — and on the Support Community on October 1st; the information is from anonymous sources.
This, however, does not mean that the pages will be excluded. According to the website, from that date Apple will simply no longer respond directly to customer inquiries through these channels with human service.
The bill @AppleSupportfamous for sharing useful tips and interacting with customers, should start publishing automatic responses that will guide customers to use other forms of contact for help.
Apple may also stop providing support in the comments of support videos on YouTube. Additionally, the previously paid Community Expert role is expected to be phased out in the Support Community forums.
About 150 employees currently working in social media support roles are expected to move into phone support roles within the company. Training for these positions is expected to be completed by the end of November.
However, it appears that these employees will not be allowed to switch to other chat support roles unless there is a specific medical need.
One final thing: I want to emphasize that some Apple employees are VERY unhappy about these plans and say Apple is not being accommodating.
— Joe Rossignol (@rsgnl) August 30, 2023
All this talk is probably quite uncomfortable for the employees of the @AppleSupport, who see these posts but obviously cannot respond. I apologize for that! ????
One last note: I want to emphasize that some Apple employees are VERY unhappy with these plans and claim that Apple is not being flexible.
If this decision is true, it will mark a significant change in the way Apple has handled customer support since 2016. Interestingly, this choice comes amid changes in the social media landscape, most notably the controversial acquisition of Twitter by Elon Musk and his name change to X.
According to the sources cited by the MacRumors, Apple would have justified these changes by emphasizing that many customers prefer phone support. Sought, at least so far, the company has not commented on the matter.
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#Apple #support #social #networks