Netflix ends customer support on Twitter

Netflix has quietly unplugged its popular Twitter customer support account after more than 13 years and over 900,000 tweets, Variety confirmed.

A Netflix spokesperson said Variety that the end of Netflix CS (@Netflixhelps) customer support is unrelated to the company’s recent cost-cutting measures amid a subscriber crunch. According to the rep, the decision is more about the streamer focusing its customer support efforts on company-owned platforms.

From the company @Netflixhelps The Twitter account was created in February 2009, when the company was still primarily a DVD-to-mail provider and its streaming service was in its infancy. The account has nearly 270,000 followers.

As of June 30, 2022, the @Netflixhelps account – without explanation – stopped providing online help to Twitter users. Netflix has confirmed that the company has discontinued Twitter customer service support from that date. Users have continued to tweet @Netflixhelps for the past few weeks, even though the account is no longer responding to inquiries.

Netflix continues to offer three customer support options: telephone support by country; online chat through its website; and call Netflix from the streamer’s apps for Android or iOS phones or tablets.

As Netflix’s subscriber base dwindled in the first half of 2022, the company took several cost-cutting measures. In the second quarter, Netflix went through several rounds of layoffs, laying off nearly 500 employees and taking a $70 million severance charge for the period. It also recorded an $80 million impairment charge related to the reduction of certain office leases in the second quarter.

The company is also reining in content spending: For 2022, it now expects to spend $17 billion in cash (vs. $18 billion previously forecast) and that content spending for 2023 will be at “similar levels”, said CFO Spencer Neumann to analysts. Tuesday.

For the record: @Netflixhelps’ very first tweet – in March 2009 – informed customers that for some reason the DVD release of the horror movie “Let the Right One In” had different subtitles than the release. in theaters.

Joseph P. Harris