![]() ![]() ![]() They added that those who do not wish to work on the phones were told they would need to explore work outside of Apple.Īpple has offered customer support on Twitter since 2016. ![]() Apple is not allowing employees to switch to another chat-based support role in the company unless medically necessary, which has caused anger and frustration for some members of the social media team, one of the sources said.Įmployees will receive training to provide phone support, and the transition is expected to be completed by November, one source said. In addition, the sources said Apple will no longer provide technical assistance to customers in the comments section of YouTube videos uploaded to the Apple Support channel, and the paid Community Specialist role will be eliminated for the Apple Support Community, an online discussion forum where customers can receive help.Īpple is offering hundreds of affected employees 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. Instead, the source indicated that customers who message the account will receive an automated reply outlining other ways that they can contact Apple to receive assistance. Starting October 1, the account on Twitter will no longer provide human replies to customers who send direct messages, one of the sources said. ![]()
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