Meta adds a new customer support division to handle user queries

Good news for Facebook users, Meta announcing its construction a new customer service division, which will provide direct advice and assistance to help Facebook and Instagram users resolve account issues and concerns faster.

As reported by Bloomberg:

“The effort is in its early stages and has taken on a higher priority thanks to feedback Meta has received from the Oversight Board, the independent body created in 2020 by the company to review some of its decisions on questionable content or problematic. The board has received over a million calls from users, many of which were related to account support. »

A dedicated customer service element has been a highly requested feature, with many users expressing frustration at not being able to contact anyone in the company for key issues, such as account suspensions, content removals, advertising issues, etc

Meta provides a few avenues of support, via its help forums, and there are contact points for advertisers as well. But getting someone from the company online, whether by phone or live chat, is a tough proposition, with no direct directions on exactly how to connect with the Meta team.

This is largely by design. When you’re operating a platform used by 3 billion people, it’s next to impossible to respond to every individual’s request for help, when, as you can imagine, many such requests are also requests. time consuming, illogical and impossible that no one could to answer.

But over the past year, Meta has been working on potential solutions, which has seen the implementation of New live chat elements for English-speaking creators in the United States, as well as its Meta Pro Team Projectproviding Free live support for Facebook and Instagram marketers to help with various queries.

As Bloomberg notes, adding additional human support has been a repeated recommendation from its oversight board, which has asked Meta to provide more avenues of appeal, to weed out misinterpretations and correct misinterpretations. AI moderation errors.

Many of the cases that have been referred to the Council could have been avoided by incorporating human review, and while Meta’s scale makes this difficult, providing a more immediate response could have major benefits, in many ways.

Which, again, will be good news for many. Meta is still working out the details, but eventually users will have a new way to appeal moderation decisions and, ideally, a faster route to correcting detection and application errors.

We will keep you posted on the details.

Joseph P. Harris