{"id":13262,"date":"2022-08-26T15:14:30","date_gmt":"2022-08-26T15:14:30","guid":{"rendered":"https:\/\/scienceandnerds.com\/2022\/08\/26\/after-18-years-metas-finally-building-facebook-a-customer-service-division\/"},"modified":"2022-08-26T15:14:31","modified_gmt":"2022-08-26T15:14:31","slug":"after-18-years-metas-finally-building-facebook-a-customer-service-division","status":"publish","type":"post","link":"https:\/\/scienceandnerds.com\/2022\/08\/26\/after-18-years-metas-finally-building-facebook-a-customer-service-division\/","title":{"rendered":"After 18 years, Meta\u2019s finally building Facebook a customer service division"},"content":{"rendered":"

Source: https:\/\/www.theverge.com\/2022\/8\/25\/23321884\/meta-customer-support-service-oversight-board<\/a>
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Meta is trying to make it easier for its users to get support when their accounts or posts are removed, according to a report from Bloomberg<\/em><\/a>. The report quotes Brent Harris, Meta\u2019s vice president of governance, who says that the company is \u201cspending a bunch of time on\u201d customer service. Since Facebook\u2019s inception, people haven\u2019t really had any recourse or way to talk to the company about moderation decisions. <\/p>\n

At this stage, it doesn\u2019t seem clear what Meta\u2019s customer service division will actually do. Last year, the company piloted a live chat support program<\/a> that gave some English-speaking users a way to actually talk to a human at Meta if they needed help using a new feature or got locked out of their accounts. At the time, the company said it was \u201cthe first time Facebook has offered live help for people locked out of their accounts.\u201d<\/p>\n

The company didn\u2019t immediately respond to The Verge<\/em>\u2019s request for comment on whether its recent efforts were related to that \u201csmall test\u201d or if those capabilities have expanded in any way in the months since they were introduced. <\/p>\n

Providing support for all of Instagram, Facebook, WhatsApp, Horizon VR, and other properties, though, would be a massive undertaking for the company. According to Bloomberg<\/em>, Meta\u2019s focus on fixing its customer support experience is in part due to feedback from its Oversight Board. Last year, the \u201cindependent\u201d body set up to monitor and overturn Meta\u2019s decisions (independent is in quotes because it\u2019s funded by the company<\/a>) reported that it received almost a million user appeals<\/a> about Meta\u2019s content moderation.<\/p>\n

As Meta\u2019s looking to help the users who accidentally find themselves on the wrong side of its automated moderation tools, it\u2019s still working to remove the people who are purposefully evading bans. According to a tweet from Meta\u2019s counterterrorism policy lead<\/a>, Dina Hussein, the company recently took down around 500 accounts, pages, groups, and events associated with the Proud Boys, a white supremacist group that was banned from the platform in 2018. <\/p>\n<\/div>\n


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Source: https:\/\/www.theverge.com\/2022\/8\/25\/23321884\/meta-customer-support-service-oversight-board<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Source: Meta is trying to make it easier for its users to get support when their accounts or posts are removed, according to a report from Bloomberg. The report quotes Brent Harris, Meta\u2019s vice president of governance, who says that the company is \u201cspending a bunch of time on\u201d customer service. Since Facebook\u2019s inception, people […]<\/p>\n","protected":false},"author":1,"featured_media":13263,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","om_disable_all_campaigns":false,"pagelayer_contact_templates":[],"_pagelayer_content":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[15,8],"tags":[16],"class_list":["post-13262","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-policy","category-technology","tag-policy"],"yoast_head":"\nAfter 18 years, Meta\u2019s finally building Facebook a customer service division - Science and Nerds<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/scienceandnerds.com\/2022\/08\/26\/after-18-years-metas-finally-building-facebook-a-customer-service-division\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"After 18 years, Meta\u2019s finally building Facebook a customer service division - Science and Nerds\" \/>\n<meta property=\"og:description\" content=\"Source: Meta is trying to make it easier for its users to get support when their accounts or posts are removed, according to a report from Bloomberg. 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