Customer Support Anchors


Apple is discontinuing customer support via Twitter (X), YouTube and it’s own Apple Support Community forums, according to a MacRumours post. Timeframe for this to be completed is before end of year (likely by November).

This means that if customers requests support (eg via the @AppleSupport account on X) they’ll receive automated replies at best, and likely no replies on other channels.

Instead support will be provided via standard channels (eg phone).

Removing this from X and YouTube shouldn’t be much of a problem (or surprise), but removing from the Apple Support Community is perhaps unexpected.

Pushing Support back to a few main channels (where the training, customer experience, and escalation processes can all be much better maintained) is likely a good outcome for everyone, and will ideally result in better overall support.

So, not a negative.

However, it is an indication though that the swing back from the last few years of being available everywhere is over.

Having a support presence on all the major channels was once considered a differentiator, now it’s an anchor.

I’d expect most companies are considering a similar approach.

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By Craig Bailey