Bell has removed any mention of Twitter/X from its website and now appears to be directing customers towards phone or support pages on its website.
This seems to follow in the footsteps of Telus/Koodo, which stopped using Twitter for customer support a few years ago. Telus stepped away during the Elon Musk takeover, so it was assumed that the company left to distance itself from the billionaire. Since Bell is leaving now, it’s unclear if this is a move against Musk or if the company is retooling its customer support strategy. MobileSyrup has reached out to the carrier for some clarification.
While the Twitter support account may have been a little niche, it was beneficial for finding out about outages and other larger issues affecting many Canadians. Ideally, Bell will continue to post stuff like this on its other social media sites, but until the company gets back to us, it remains unclear.
It’s unlikely that Bell is outsourcing this role or replacing it with AI, but as more and more carriers implement AI customer support tools, it does seem like a lot of support roles may get replaced by a computer over the coming years. Telus has already launched a generative support chatbot, and Rogers appears to be moving in that direction as well.
Header image credit: Shutterstock
Source: Plan Hub
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